Frequently asked questions


Covid-19 Update

We are happy and ready to welcome you in all our stores. In order to allow you to shop with peace of mind, we put in place measures to provide you a safe, clean, and pleasant environment. We remind you that our online store remains operational. Also, we have put in place a contactless home delivery service to ensure the health of our customers and employees throughout our operations. For more information on our current preventive measures for COVID-19, click here.


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Who do I contact for a quick response to my question?

Innovating to serve you better is our mission. That is why we have introduced an online chat service, allowing you to contact a customer service representative immediately to help you. Do you prefer email, chat or phone? Do you prefer email assistance? Contact us here.

What are Brault & Martineau's store locations and business hours?

We have 8 stores on the South and North Shores, as well as in Montreal, the Eastern Townships and in the Outaouais area. Click here to access our store locator.

Are credit plans available at all times?

The credit plans offered are available in store or online. You can contact our advisors via the chat service for more information on credit terms and conditions or click on the link "Credit Offered'.

Can the taxes be paid on credit?

Taxes cannot be paid on credit because they must be paid at the time of purchase.

If an account is not paid in full by the due date, is the interest calculated as of the purchase date?

Interest is calculated as of the date on which your account is due, not as of the purchase date. Therefore, no interest is charged until the due date. You can contact our advisors via the chat service for more information on credit terms and conditions or click on the link Credit Offered.

What forms of payment do you take?

When you make a purchase online, you can use your Brault & Martineau credit card, VISA and MasterCard. In store, in addition to the above, we also accept cash, cheques, Brault & Martineau gift certificates, and direct debit (Interac).

HOW DO I PAY FOR MY ACCOUNT ONLINE, THROUGH MY FINANCIAL INSTITUTION?

Payment of your Brault et Martineau statement (financing)
Brault & Martineau private-label card

You can make your payment through the following financial institutions:

BMO, RBC, Desjardins and National Bank

  • Brault et Martineau – Desjardins credit card is already in the list of your beneficiaries/payees
    1. Log into your financial institution's website
    2. Select Brault et Martineau – Desjardins credit card from the drop-down list of beneficiaries/payees
    3. Proceed to payment
  • Brault et Martineau – Desjardins credit card is not in the list of your beneficiaries/payees
    1. Log into your financial institution's website
    2. In the Payments section, click to add a beneficiary/payee
    3. Search for Brault et Martineau – Desjardins credit card
    4. Enter your account or credit card number starting with 453094
    5. Afterward, you will only have to select Brault et Martineau – Desjardins credit card from the drop-down list of beneficiaries/payees and proceed to payment

Accord D financing, Visa Desjardins credit card

You can make your payment through the following financial institutions:

BMO, TD, Desjardins and National Bank

  • Visa Desjardins is already in the list of your beneficiaries/payees
    1. Log into your financial institution's website
    2. Select Visa Desjardins from the drop-down list of beneficiaries/payees
    3. Proceed to payment
  • Visa Desjardins is not in the list of your beneficiaries/payees
    1. Log into your financial institution's website
    2. In the Payments section, click to add a beneficiary/payee
    3. Search for Visa Desjardins
    4. Enter your account or credit card number starting with 453091
    5. Afterward, you will only have to select Visa Desjardins from the drop-down list of beneficiaries/payees and proceed to payment

Payment of your Brault et Martineau purchase (bill) without financing before delivery
You can make your payment through the following financial institutions:
BMO, RBC, Desjardins and National Bank

  • Brault et Martineau – sans financement is already in the list of your beneficiaries/payees
    1. Log into your financial institution's website
    2. Select Brault et Martineau – sans financement from the drop-down list of beneficiaries/payees
    3. Proceed to payment
  • Brault et Martineau – sans financement is not in the list of your beneficiaries/payees
    1. Log into your financial institution's website
    2. In the Payments section, click to add a beneficiary/payee
    3. Search for Brault et Martineau – sans financement
    4. Enter either your order number or customer number as requested by your financial institution
    5. Afterward, you will only have to select Brault et Martineau – Desjardins credit card from the drop-down list of beneficiaries/payees and proceed to payment

Please note that you must make one payment by order and that your financial institution might take up to 72 hours to transfer your payment to our financial institution.

Where can I purchase gift certificates?

Gift certificates are available at all Brault & Martineau stores in denominations of $20, $50, $100 and $500. Click here to go to our store locator.

For corporate purchases, please send us an email by going to our 'Contact us' page.

Do purchases come with a warranty?

The manufacturer's basic warranty applies to all merchandise. You may also purchase our Protection Plus service program, available in store, on household appliances and electronics. For mattresses, we offer a 100-day Comfort Guarantee trial with no restocking fee. Check our Comfort Guarantee section for more details.

Is it possible to pick up my order in store?

If you completed your purchase online, all merchandise is delivered by truck or through our partner, Canada Post. If you made your purchase in store, certain items can be picked up directly in store or at the Distribution Centre.

Is delivery available anywhere? What are my delivery options?

Our experts can deliver within a 200 km* radius of one of our stores for an amount of $39.99. We offer delivery seven days a week in most areas of Quebec. Beyond that radius, delivery is available for a small fee. Expedited parcel service is also available through our partnership with Canada Post. Check the Delivery section for more details.

If you are outside our $29.99 delivery zone, please contact us by going to our Contact us page for an estimated delivery charge.

How do I check my order status?

Your order status is normally shown in the online customer account that you set up when you made your purchase on our site. If you made your purchase in store, we recommend you speak with one of our customer service representatives by going to the Contact Us page. They will be able to assist you.

How do I schedule my delivery? When can I expect my item to arrive?

As soon as the item is available, our delivery experts will contact you to select your preferred delivery date. Expedited parcel service is also available through our partnership with Canada Post. Check the Delivery section for more details.

Will you unpack my item once it is delivered?

Our delivery people will unpack the merchandise, with the exception of items that require assembly. However, please note that you must keep the original packaging in order to return electronics and accessories. We also pick up old appliances free of charge, if the request is made at the time of purchase. However, Brault & Martineau cannot be held responsible for damage caused when moving out old appliances.

Do you install?

We offer an installation service on bedroom sets, electric beds, bed bases, kitchen sets, living room sets, television stands, wall units and audio/video equipment. We can also reverse doors or connect appliances purchased in our stores. Please contact us for an installation estimate by going to our 'Contact us' page.

What is your policy regarding damaged merchandise?

If you notice damage to your merchandise at the time of delivery, contact Customer Service for assistance. You can reach a representative using the online chat service or click here to contact us.

What is the policy regarding defective merchandise covered by your Protection Plus service?

If you purchased the Protection Plus service program and your appliance is defective, contact Protection Plus at 1 800 290-9029.

What is your return policy? How do I return or exchange my purchase?

You can be reimbursed for your purchase by cancelling your order before taking possession of the item or by refusing the item when it is delivered. For returns or exchanges, the item must be returned in original condition, clean and hygienic, with no broken parts or scratches. For further details, please consult the returns policy.

My order is incomplete or I received the wrong item.

We recommend to reach our customer service representatives using the online chat service for assistance in tracking your order or click here to contact us.

How do I report a lost or stolen Brault & Martineau credit card or change of address?

All you have to do is contact VISA Desjardins at (514) 397-4415 or 1 (800) 363-3380.

How do I unsubscribe from your newsletter?

You can unsubscribe from our newsletter at any time using one of the following methods:

1) Follow the unsubscribe instructions near the bottom of the page on every email;
or
2) Contact us by email at unsubscribe@braultetmartineau.com and ask us to remove your email address from our database. Please enter 'Unsubscribe' in the Subject field. Check our 'Confidentiality' section for more details.

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How will Brault & Martineau Accord D card holders be notified that the partnership is ending?

  • Cardholders will be notified via their April 2022 Desjardins account statement. A note will be included with the email notification that the online account statement is available.

  • New Brault & Martineau Accord D card holders who signed up after April 1 will receive a letter with their card.

 

When will Desjardins stop accepting new Brault & Martineau Accord D card applications?

  • New in-store card and financing applications sent via Credit Plus will be accepted until June 30, 2022.

  • New card applications submitted via the Desjardins website will be accepted until June 17, as it takes 5 to 10 business days to receive the card and make a first transaction.

  • New card applications submitted via the Brault & Martineau websites will be accepted until June 17, as it takes 5 to 10 business days to receive the card and make a first transaction.

What happens if I have financing in progress?

  • It doesn't change anything. Desjardins will always comply with the financing terms, regardless of the term of the loan. That means consumers will also have to honour their commitments and pay off any amounts due as agreed. The financing will be subject to the same terms.

 

After July 1, will I be required to pay off my financing balance?

  • The financing will be subject to the same terms. Desjardins will always comply with the financing terms, regardless of the term of the loan. That means consumers will also have to honour their commitments and pay off any amounts due as agreed.

 

How can I pay my balance?

  • At any time, you can add your Brault & Martineau Accord D cards as bills at your financial institution and pay them off.

  • In addition, members and clients can pay off their financing on AccèsD. They can simply add it as a bill and enter "Brault & Martineau – Desjardins credit card"– Desjardins credit card" in the search bar.

  • For non-members, there are also the following payment options: sending a check to the following address: Services de Cartes Desjardins, CP 8601 Succ Center Ville, Montreal, Quebec, H3C 3V2 or by direct debit by contacting directly with Desjardins at 1-811-363-3380.

 

Will I be required to transfer my loan/financing to another financial institution?

  • No, you have no obligation to transfer your loan to another financial institution, you simply have to continue repaying it as usual. Note that you can repay the full amount at any time without penalty.

 

Are Brault & Martineau planning to offer a new financing solution?

  • Starting this summer 2022, we will offer a new financing solution tailored to the needs of our customers. We have chosen Fairstone Financial Inc. as our long-term partner to offer point-of-sale ("POS") financing in-store and online. For more information, visit the New Financing partner, Fairstone Financial Inc. section of our FAQ.

 

Will re-issued Brault & Martineau Accord D cards be sent out through June 30?

  • No. Since new Brault & Martineau Accord D cards are sent out 3 months before their expiration dates, no other cards will be issued as of April 1. Stolen or lost cards may be replaced until the agreement end date.

 

What will happen to my Desjardins Identity Protection after my private-label Brault & Martineau cards are discontinued?

  • If the Brault & Martineau private-label cards are the only product you held at Desjardins, you will no longer benefit from the Desjardins Identity Protection. However, you can still enjoy the Equifax credit monitoring service free of charge for 5 years. Clients and members have until June 30, 2023, to request their activation code.

 

What happens if I want to make changes to my financing plan after private-label Brault & Martineau cards are discontinued?

  • Unfortunately, no changes can be made to the initial financing plan after July 1, 2022. The only solution is to reimburse you so you can get a plan with Brault & Martineau ‘s new financing provider.

 

If I have questions about my Brault & Martineau Accord D card statement or financing, where can I get information?

  • You can contact directly Desjardins by calling 514-397-4415 or 1-800-363-3380 for billing questions, disputes and similar inquiries.

 

If I want to cancel my Accord D card balance insurance, who should I call?  

Assur Balance insurance from Desjardins Financial Security 

  • You can contact Desjardins customer service at 1-844-768-8436. 

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What will be the new financing solution offered by Brault & Martineau starting this Summer 2022?

Starting this summer 2022, we will offer a new financing solution tailored to the needs of our customers. We have chosen Fairstone Financial Inc. as our long-term partner to offer point-of-sale ("POS") financing in-store and online. We are proud to partner with Canada's leader in responsible lending solutions, and to be able to continue to improve the experience of our customers through an ever-evolving financing platform. With nearly a century of experience in consumer lending in Canada and a leading position in POS financing, Fairstone offers reliable expertise in this field and technology that facilitates the customer experience. To learn more about this new partner, visit www.fairstone.ca.

 

When can I start subscribing to this new solution?

More details on the dates will be communicated on our website and in store in the coming weeks

 

What is this new financing solution?

More details on the new financing solutions offered will be announced on our website and in store in the coming weeks.