FAQs

Frequently Asked Questions (FAQs)

Pricing, financing and payment policy

Are the prices in my shopping cart guaranteed?

Brault & Martineau does everything in its power to maintain the lowest price on the items we sell, but price changes happen sometimes overnight. Therefore, the prices of items placed in your shopping cart are subject to change until you have placed a final order.

Please note that we reserve the right to not accept your order in the event of pricing errors or technical difficulties. In the rare event that your order is not accepted, you will be notified immediately and no charge will be made to your card.

Please also note that Brault & Martineau promotions end at midnight Eastern time on the date indicated on the product and shopping cart pages.

Orders and products

Can I get a catalog of your products?

No catalog is available. However, you can consult our periodic circulars.

Can I order by phone?

Yes, to reach our order center, call at 1 833 333-0345.

To order directly in store, call or visit your local Brault & Martineau store.

Where can I get gift cards?

Gift cards are available in all Brault & Martineau stores and can be in the amount of your choice. You can also order them by phone at 1 833 333-0345. Finally, gift cards are also available online.

Our stores

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. Find each store’s contact information and business hours by visiting our store locator here.

Is there a decorating service in all stores?

No. Brault & Martineau does not offer interior decorating services.

 

Shopping cart and online ordering

How do I add items to my shopping cart?

To add an item to your shopping cart, click on the "Add to Cart" button located on the product details page.

How do I remove items from my shopping cart?

In order to remove an item from your shopping cart, click on "My Cart" located at the very top of your screen, then click on the "Delete" button associated with the item. This item will be removed from your shopping cart and your subtotal will be updated.

How do I change the quantity of an item in my shopping cart?

To change the quantity of an item in your shopping cart, click on "My Cart" located at the very top of your screen, and enter the desired quantity in the "quantity" column.

Finally, click on "Update Quantity". The number of items ordered and your subtotal amount will be updated.

I have questions about my order or want to make changes. Who do I contact?

To make changes to your online purchases or get answers to questions about them, contact our online or customer service department at 1 833 333-0345.

Can I create a profile without purchasing?

Yes, if you are a new user, you can register by clicking on the "Create My Profile" button, which you will find in the "Customer Profile" section at the very top of your screen.

Note: Registration takes only a few minutes and will save you a lot of time on future visits since you won't have to write down any of your personal information.

If you are a registered user, you will need to enter your email address and password in the "Hello Register" section.

Brault & Martineau is committed to preserving the confidentiality of its customers' personal information.

Is it safe to shop online?

Yes, we are working hard to develop an increasingly efficient online ordering system that allows you to store without hassle and ensures that the integrity and confidentiality of your personal information is maintained.

Order security: What is "encryption"?

Our website uses the Secure Sockets Layer (SSL) protocol. When you click on payment, you will be connected to our secure server. SSL will translate all of the information you send us into an extremely difficult to crack code that will protect its integrity and confidentiality.

Important note: Email is not secure because it is not encrypted. We strongly encourage you to secure your orders when shopping.

Returns & Exchanges

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

You can be reimbursed for your purchase by canceling 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 our returns policy.

TO REPORT A PROBLEM WITH YOUR PURCHASE, REQUEST A REFUND AND/OR RETURN OF MERCHANDISE:

BY PHONE:

  1. Call our customer service team at 1 833 333-0345.
  2. An agent will walk you through our simple service procedure.

VIA BRAULTETMARTINEAU.COM:

  1. Sign in to your client account
  2. Click the "Online Service Request" tab.
  3. On the product(s) concerned, make an online service request.
  4. Our customer service team will be in touch with you within 1 to 2 business days.

Shipping and delivery

Can I take the merchandise I have purchased with me immediately?

Some merchandise can be picked up directly from the distribution center or store where it was purchased. Click on Find a Store to get the phone number and address of the distribution center or store nearest you.

Is the delivery service available everywhere?

Our experts can deliver your order within a 200-kilometre radius for an amount of $49.99. Beyond that, delivery is still available, but for an extra fee. Expedited parcel service is also available for some products through our partnership with Canada Post. Visit the delivery section for more details.

How do you set the delivery dates?

As soon as your merchandise is available at the distribution center, our staff will contact you to choose a delivery date. It should be noted that no precise time of delivery can be indicated, due to unforeseen circumstances that may arise.

Will the delivery people unpack my merchandise?

All merchandise delivered is unpacked and assembled by the delivery personnel who must return the packaging. The only exception to this rule is merchandise identified as "assembly required" which will not be unpacked or assembled.

In addition to assembling your merchandise, our delivery personnel can pick up your old appliances for a small extra fee, provided that you have requested so while purchasing your new appliances. Your obsolete appliances to be picked up must be unplugged and removed from their location before the delivery personnel arrive. Meanwhile, Brault & Martineau cannot be held responsible for any damage caused by the removal of these old appliances. Read our Delivery Policy for more information.

Can I pay the balance of my invoice at the time of delivery?

No. When purchasing online, the amount must be paid in full.

Can I have merchandise delivered abroad?

No. We only deliver within a 200 km radius of one of our stores, which includes most areas across the province of Quebec. All online orders must be delivered to an address located within these limits.

Can I go to a store to pick up my online order?

Yes, it is possible to go to the head office to pick up an order placed online.

Can I choose the delivery date for my online order?

Yes, currently, www.braultetmartineau.com offers the possibility to choose the delivery date for orders placed online. Depending on your delivery zone, a calendar will be displayed at checkout for you to pick among the available delivery dates.

However, if the merchandise is not available, but in backorder, you will receive an email or/and a phone call as soon as the merchandise has arrived. Our delivery service team will be waiting for your call at 1 833 333-0345 to schedule your delivery date.

Warranties & Protection Plans

Do purchases come with a warranty?

Yes. The manufacturer's basic warranty applies to all merchandise. In addition, Quebec's Consumer Protection Act provides a legal warranty on all purchased goods, stating that they must be fit for normal use for a reasonable time. Of course, you may also purchase one of our Protection Service Plans on household appliances and electronics. For mattresses, we offer a 90-day Comfort Guarantee trial with no restocking fee. Check our BM Plan page for more details.

Is there a Brault & Martineau protection plan?

To learn more about our BM Protection Plans or purchase one for an existing order, call us toll-free at 1 833 333-0345.

Who do I contact if my product needs service and/or maintenance?

Call our customer service team toll-free at 1 844 440-4051 or sign in to your client account to make an Online Service Request. Our service team will be in touch with you within 1-2 business days.

Our team of professionals affiliated with our service and repair centers will be able to respond adequately to your needs. Woodworkers, upholsterers, appliance experts, computer and electronic specialists, all use state-of-the-art technology to better meet your expectations.

 

After-Delivery Service

What is the policy regarding damaged merchandise?

If, upon delivery, you discover damage to your merchandise, contact our customer service team as soon as possible: 

BY PHONE:

  1. Call our customer service team at 1 833 333-0345.
  2. An agent will walk you through our simple service procedure.

VIA BRAULTETMARTINEAU.COM:

  1. Sign in to your client account
  2. Click the "Online Service Request" tab.
  3. On the product(s) concerned, make an online service request.
  4. Our customer service team will be in touch with you within 1 to 2 business days.

 

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