Frequently asked questions
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 a new online chat service, allowing you to contact a customer service representative immediately to help you. Do you prefer email, chat or phone? Click here to go to our Contact Us page.
What are Brault & Martineau's store locations and business hours?
We have 9 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 your payment plans available at all times?
The payment plans are available at all times. You can contact one of our representatives to find out more using the live chat service or by clicking 'Financing'.
Can the taxes be included in the payment plan?
It is not possible to finance the amount of the taxes. 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.
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).
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 90-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 free and available anywhere? What are my delivery options?
Our experts can deliver free of charge within a 200 km* radius of one of our stores. 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 free 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 Contact Us for the Customer Service telephone number.
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 you speak with one of our customer service representatives using the live chat service for assistance in tracking your order or by clicking Contact Us for the telephone number of our customer service department.
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;
2) Contact us by email at firstname.lastname@example.org 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.