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Frequently asked questions (FAQ)

Suggested Store

icon-arrow-downWhy is a store suggested to customers as soon as they visit this website?

On the first web page that customers visit, a store is suggested to them. This store is assigned by default based on the location supplied to us by the IP address of their internet connection. When customers shop online, they first would like to see the largest selection of products. Eventually, they would like to see all the stores that have the product(s) they want in stock. This gives online customers the opportunity to see the widest choice of products available at a store near them.

icon-arrow-down Why do I have to select a store?

Selecting a store allows our system to indicate both the price and availability of the items at this location. RONA operates stores of all sizes and product lines, including big box, building material, proximity and affiliated hardware stores. Product prices and availability may vary by store due to fluctuating geographic market conditions.

Keep in mind that your online purchase is prepared at the store you select, so it's very important for you to validate the address of this location before confirming your order.

icon-arrow-down I don't see a price for every product. Why?

To see product prices, you need first to select a store. The prices for some building materials are not available online due to fluctuations in market prices. For more information about these products, please contact your store.

icon-arrow-down Why do product prices vary by store?

Our goal is to offer you the best price at all our stores. Some stores with specific agreements can offer lower prices on local products. Prices may, therefore, vary according to the specific agreements negotiated by these stores.

icon-arrow-down Do the prices shown on this site include taxes?

The prices shown on this site are in Canadian dollars. These prices do not include taxes, which are added to your bill online.

icon-arrow-down Why can't I find my store?

When product prices and availability are not available for this store, it's not possible for you to shop online and pick up your order. Contact your store directly for more information about their products.

icon-arrow-down Can I change stores?

Yes, you can change the store suggested to you. Click on "Find a store" or position your cursor on the store suggested to you under "My store". Click the "Change Store" button. Choose the new store from the proposed list and click "Select". You can also make your selection directly on the map.

Keep in mind that changing stores may change the prices and availability shown on the website for certain products. If you have any items in your shopping cart at the time, it will be emptied since the prices and availability of these products may not be the same as before.

icon-arrow-down Where is the contact information for my store?

Click "My store" to find out its "Opening hours" and contact information. Click "Details" for information on this store and a map with its location.

icon-arrow-down I would like this website to save my store for future visits.

To ensure that your store is saved for future visits, adjust your browser preferences to allow this website to keep your cookies and temporary Internet files.

Product information on this website

icon-arrow-down Do you publish a complete product catalogue on this site?

Although a wide range of products is online, some are not. In addition to the items available on the website, thousands of products can be bought in store by placing a special order from our suppliers. For more details, please contact your store.

icon-arrow-down Why can't certain products be added to my shopping cart?

If the "Add to cart" button is not available when you open the product description, this means that you cannot buy these items online at the selected store. For your store, these products could be out of stock, discontinued or on backorder.

Please check the availability of the product(s) you want at your store or verify their availability at another location to purchase the item(s).

Keep in mind that many building materials cannot be purchased online.

icon-arrow-down How do I find out about promotions and your products?

You can see a list of our products online. You can also check out our flyer online. To learn about our promotions, subscribe to our e-news to receive exclusive online offers, special offers, personalized coupons, contest alerts and flyers according to your preferences.

icon-arrow-down I would like to purchase a product labelled “Available soon”. When will it be available?

The delay varies from one product to another. Please contact the store for more information.

Making payments online

icon-arrow-down Does every store offer the option to make payments online?

No, this option is currently only available in some stores. When shopping online, if your store offers you the option to make payments online for the products you select, you can add them to your cart. Otherwise, you can always reserve these products and go to your store to pay for the items and pick them up.

icon-arrow-down What are the terms and conditions of making payments online?

You can use a Mastercard, Visa or Rona credit card to pay for your purchases online — by entering the cardholder name and address on the account statement when you make your purchase. Credit cards are the only payment method for shopping online.

icon-arrow-down Is my online order confirmation page considered an official receipt?

No, your official sales receipt will be given to you when you complete the transaction at the store where you pick up your items. You will need to bring your "Ready for Pick-up" email with you as proof of purchase. This notice includes a copy of your consumer agreement. You should keep it in your records for future reference.

icon-arrow-down When will my online payment be processed?

Upon confirmation of your order, we will validate the credit card you used. The payment will automatically be charged to your card when the transaction is completed online.

Tracking and picking up an online purchase

icon-arrow-downHow can I be sure that my order was received?

As soon as you place your order, you will receive a confirmation email. When your order is ready at the store, you will be sent another email notifying you to pick it up.

icon-arrow-downHow much time will it take to process my order?

Most of the products you can purchase online are available within two hours of placing your order. If the quantities you request are not available in store, we may need a longer time to process your purchase. Please wait for your confirmation email before you go to the store.

Our order processing times are listed in product descriptions for items that can be purchased online. It takes us two hours to process orders for products that are available in-store and seven to 10 days if the items must be ordered from our distribution centre.

When you access your shopping cart, the final processing time for your order will appear on the top of the page. If your cart contains only products available in two hours, the estimated prep time for the order will be two hours. If one of the items on the order is available within seven to 10 days, it will take us seven to 10 days to get it ready for pick-up.

icon-arrow-down Why should I enter my phone number in my online order?

It's important for us always to keep you informed should we encounter any delays in processing your order. An employee from your store may need to contact you to discuss certain circumstances about your order.

icon-arrow-downWhere should I go to pick up my order?

When you receive an email from us telling you that your order is ready for pick-up, simply go to your selected store and locate the pick-up zone poster. You must bring your identification.

icon-arrow-downWhen my order is ready, how long will I have to pick it up?

After you receive the email confirming that your order is ready, you will have 7 days to pick up your order. If your order is not picked up within this period, we will cancel it and refund you on your credit card.

icon-arrow-downHow can I cancel an order?

You must contact Customer Service. The contact information for this department will be in the order confirmation email you receive. You must indicate the number of the order you would like to cancel.

icon-arrow-downCan I return a product I purchased online?

Yes, you can. Simply return the product to the store where you picked up the order by presenting your sales receipt. Please refer to our return policy for the steps you need to take.

icon-arrow-downDo the products I purchase online have the same warranties as store items?

Yes, the same warranties apply to both online and in-store product purchases.

icon-arrow-downCan I get my order delivered to my home?

Some stores offer delivery. You must make arrangements with the store. Click the "Details" button for this store to get the contact information you need.

icon-arrow-down Do you offer installation services?

Yes! Many stores offer installation services. Visit our "Installation Service" section for more details. To find a store with this service, check out our list of participating stores.

No matter how big or small you plan to make your project, you're sure to find experts who can help and guide you every step of the way.

icon-arrow-downDo I need to have an online account to make a purchase?

No, you can make a purchase as a visitor. You will, however, need to enter your information, allowing us to validate your identity when you pick up your order.

icon-arrow-downCan I designate someone to pick up my order?

When you purchase online, it is possible to indicate a third party for in-store pick-up. This person must be 16 years old or older. In store, the authorized person must bring a copy of the confirmation email as well as a piece of government-issued photo ID.

Gift cards

icon-arrow-downWhat is the monetary value of your gift cards?

Gift cards have no monetary value unless activated by RONA Inc. or an authorized dealer. When you purchase a gift card at a store, it can be activated for an amount ranging from $5 to $500.

When you purchase a gift card online, it can be activated for an amount of $25, $50 or $100.

icon-arrow-down Where can I buy and use gift cards?

The gifts cards purchased online will be delivered to your home. However, you can buy a gift card directly at one of our stores.

Gift cards are redeemable only for the purchase of taxable goods or services at participating retailers. At the moment, you cannot pay for an online purchase with a gift card.

Store experience

icon-arrow-down I have a comment I have to make about a good/bad experience at a store. Who should I contact?

Our goal is to provide you with the best online shopping experience possible. If you would like to give us your feedback about any online experience, please contact our Customer Service department. One of our representatives will respond to your request as soon as possible.

If you have any questions, please contact Customer Service at 1-866-283-2239 from Monday to Friday, between 8:00 a.m. and 8:00 p.m. (Eastern Time).

Appliances

icon-arrow-downI heard there is an issue with Samsung washing machines, what’s going on?

Samsung Electronics Canada Inc. today confirmed it is working with Health Canada regarding potential safety issues for certain top load high-efficiency washers, manufactured between March 2011 and April 2016.

Washing bedding, bulky or water-resistant items at certain settings may cause the machine to experience abnormal vibrations which could pose a risk of personal injury or property damage. There have been no reports of personal injury in Canada.

Consumers with affected models should use the lower speed delicate cycle when washing bedding, bulky or water-resistant materials. To determine if you have an affected model, Canadian consumers should visit the following websites

Important Notice Regarding the Recall for certain Samsung top-load, high efficiency washers.

Additional details will follow shortly.

icon-arrow-downWhat should I do in the meantime?

Only certain top-load models are affected. Washing bedding, bulky or water-resistant items at certain settings may cause the machine to experience abnormal vibrations which could pose a risk of personal injury or property damage. There have been no reports of personal injury in Canada.

Consumers with affected models should use the lower speed delicate cycle when washing bedding, bulky or water-resistant materials. To determine if you have an affected model, Canadian consumers should visit the following websites:

Important Notice Regarding the Recall for certain Samsung top-load, high efficiency washers

icon-arrow-downHow do I know if I have an affected model?

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected. To determine if you have an affected model, Canadian consumers should visit the following websites:

Important Notice Regarding the Recall for certain Samsung top-load, high efficiency washers

Additional details will follow shortly.

icon-arrow-downWhat causes the problem? What happens?

Only certain top-load models are affected. Washing bedding, bulky or water-resistant items at certain settings may cause the machine to experience abnormal vibrations which could pose a risk of personal injury or property damage. There have been no reports of personal injury in Canada.

icon-arrow-downDoes it cause damage other than to the washer?

Reports to property damage are rare. And there are no reports of injury in Canada

icon-arrow-downHow many incidents have there been? How often does it occur?

It’s a very rare occurrence that has affected a small fraction of units sold in the marketplace. Samsung customers have completed hundreds of millions of loads without incident since 2011.

icon-arrow-downHas anyone been hurt?

There are no reports of injury in Canada

icon-arrow-downShould consumers continue to use them?

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected. Washing bedding, bulky or water-resistant items at certain settings may cause the machine to experience abnormal vibrations which could pose a risk of personal injury or property damage. There have been no reports of personal injury in Canada.

Consumers with affected models should use the lower speed delicate cycle when washing bedding, bulky or water-resistant materials.

icon-arrow-downIf consumers use the product as directed and are careful to use the right cycles, will that prevent this from occurring?

There have been no reported incidents when using the lower speed delicate cycle.

icon-arrow-downHow long have these products been on the market?

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected.

icon-arrow-downHave you done anything to make changes to the washing machines you’re making today? Have you made specific manufacturing changes or are you continuing to produce the products that have had problems?

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected

icon-arrow-downWill you be offering consumers the chance to swap their machines for new ones?

Samsung Canada is working with Health Canada and its retail partners on a corrective remedy. Additional details will follow shortly.

icon-arrow-downAre you sure that no affected units are being sold now? What about Front Load washers?

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected.

icon-arrow-down I have had an incident, what do I do?

Please call 1-855-291-6251

Installation services

icon-arrow-down When must I pay for the installation?

You must pay before the installation work begins. Certain conditions apply for financing services.

icon-arrow-down Do I have to give a deposit?

Yes, a 50% deposit is required when you sign the installation services contract. The remaining 50% must be paid before the work begins. Alternatively, the fee can be paid in full when signing the contract.

icon-arrow-down Whom do I pay: the RONA store or the installer?

Depending on the type of project, the payment can be made in store, through our call centre, or at your home with our mobile payment system.

icon-arrow-down Do I pay by credit card, by cheque, or in cash?

We accept payments with Visa, MasterCard, the RONAdvantages card, or by cheque. Payments in cash can be made in-store only.

icon-arrow-down Can I pay in installments?

Absolutely! Our RONAdvantages payment plan offers various financing options enabling you to pay in installments.

icon-arrow-down I want to know the installation cost, what do I need to do?

The costs of fixed-price installations are available in store or through our call centre. For a renovation project, please visit a RONA store to obtain a price quote.

icon-arrow-downWhen can you do the price quote?

We do price quotes from Monday to Friday. We can, however, make special arrangements to come at another time if you are unavailable on weekdays.

icon-arrow-downDo I have to accept it?

No, at the quote stage, you are under no obligation to accept it. A quote is valid for 30 days. Please note that if the contract has been signed, if the work has begun, or if the materials required for your project have been ordered, a cancellation fee will be applied.

icon-arrow-downI live far away; do you offer installation services in my area?

Our installation services are available within a 35-km radius of each RONA store. Certain fees are applicable if you live outside this radius. If an installation service is not available in your area, we suggest you consult “Smart Reno,” a home-renovation referral service, which will provide you with three qualified contractors who are available to carry out your project.

icon-arrow-downDo you offer a guarantee?

Yes, all our installations are under warranty for one year. Additionally, certain materials used in the project may be covered by an even longer warranty.

icon-arrow-downAre parts and labour covered?

Labour is always under warranty for one year (there are exceptions for certain services). Parts and materials are covered according to the manufacturer’s warranty.

icon-arrow-down Whom should I call if I have a problem: RONA or the installer?

Please contact RONA’s call centre if your project was a fixed-cost installation. For a renovation project, please contact the RONA store where the contract was signed.

icon-arrow-downAre you insured for damage and accidents?

Yes, all RONA installers have liability insurance.

icon-arrow-downIf I have a problem, whom should I contact: RONA or the installer?

Please contact RONA, as it is with us that you signed the contract.

icon-arrow-downAre the installers RONA employees?

No, they are independent certified installers who have been carefully selected according to RONA standards.

icon-arrow-down According to which criteria do you select the installers?

We select installers based on their exemplary business practices. We make sure their licenses are up to date, that they have no criminal record, and that their customer references are positive. We validate their tax numbers and also perform a credit check. Furthermore, they must comply with the requirements of RONA’s code of conduct.

icon-arrow-downWhy should I choose RONA’s installation services?

For peace of mind! Thanks to our certified installers, guaranteed labour, AIR MILES program, and the RONAdvantages’ flexible payment plans, your installation project will be a stress-free and seamless process.

icon-arrow-down How do you ensure that your customers are satisfied?

Throughout the project, we provide constant customer care. Upon project completion, both the installer and customer inspect the work that has been carried out to ensure that it meets the customer’s expectations. If all is approved, the customer signs a work acceptance form. Finally, we contact each customer after the installation is completed asking them to fill out a survey for feedback on the job’s execution.

icon-arrow-down How can I reach customer service?

You can call us toll-free at 1 855 RONA-123 (1 855 766-2123).

icon-arrow-down I want to file a complaint; how do I do this?

Please call us toll-free at 1 855 RONA-123 (1 855 766-2123).

icon-arrow-downI would like to comment on my experience with RONA’s installation services; how do I do this?

Please call us toll-free at 1 855 RONA-123 (1 855 766-2123).

icon-arrow-downDo you also offer repair and maintenance services?

No, we do not offer such services at this time.

icon-arrow-downWhat is involved in the installation process?

For projects such as minor plumbing work, water heater installation, and general assembly, the installation process can be carried out in a few hours. For more significant projects, the duration varies depending on the project’s complexity and the tasks involved.

icon-arrow-downWhen can you start … and finish?

For small projects, the work is usually done within a few days following the purchase. In the 24 hours following your purchase, our call centre will contact you. Following that, the contractor will call to book an appointment with you.

For major projects such as kitchen and bathroom renovations, please allow additional time for essential steps including in-store consultations to create the plan, measuring process, and work order issuance.

Bear in mind that product availability, weather conditions, client availability, and work area conditions may have an impact on project timelines.

Here are a few examples of project timelines:

  • Kitchen installations: between eight and twelve weeks once the order has been placed
  • Doors and windows: three to six weeks once the order has been placed
  • Roofing: 15 to 30 days once the order has been placed
  • Exterior cladding: 15 to 30 days once the order has been placed (subject to product availability)
  • Heat pump: 15 to 30 days once the order has been placed

icon-arrow-downWhat is included?

The contractor will be equipped with all necessary tools to take the measurements and to carry out the installation. It’s always preferable that the work area and adjoining hallways be completely cleared of obstacles and unnecessary items to facilitate the installation process and freedom of movement. Any required materials and products must have been paid beforehand by the customer

icon-arrow-downWhat is the work schedule?

The installers carry out the work during regular daytime work hours. If the customer cannot be present, a person aged 18 years or older must be present for the visit or installation. .

icon-arrow-downI have a special work schedule; can you adapt to this

We will do our utmost to find a mutually convenient time so that the installer can carry out the work.