Buy online, pick up in store

What is Pick up in store?

BUY ONLINE, PICKUP IN STORE is a simple service that makes you save time! Order online and save on shipping by picking up your order at the store of your choice. Plus, Jean Coutu pickup is FREE for orders over $35 before taxes. For orders under $35 before taxes, there is a $5 handling fee. If the products your ordered are currently in stock at your local store, they’ll be available for pickup in as little as 3 business hours if you place your order before 3PM. If an item is not currently in stock at your local store, you can select the home delivery option and receive your package within 3-7 business days depending on your location.

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Are all stores offering Pick up in store?

The service is offered in most of our store locations and allows you to pick up your order in as little as 3 business hours for orders placed before 3PM. Some stores are not able to offer the service at this time.

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What products are eligible for pickup in store?

Other than some categories such as beverages and paper products (facial tissues, toilet paper and paper towels), we offer the best of our online and in-store product assortment, subject to inventory availability, item size and weight. The online catalog product page will indicate if an item is eligible and if it’s available for pick up in store.

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Are there fees for pick up in store?

The pickup is FREE for orders over $35 before taxes. For orders under $35 before taxes, there is a $5 handling fee. There are no additional or shipping fees other than the handling fees.

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When can I pick up my order?

You will receive a notification by email as soon as your order is ready to be picked up. Please do not go to the store to pick up your order before getting this notification, to avoid any inconvenience. If you placed your order before 3 PM, it will be ready in approximately 3 business hours. If the order was placed after 3 PM, it will be ready the next morning, shortly after the store opens.

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Upon my arrival, where do I go?

Once you have received the email informing you that your order is ready to be picked up, be sure to bring it with you when heading to the store. Upon your arrival at the store you selected for the order, head over to the Cosmetics counter and let a member of the team know that you are looking to pick up an order. Your order will quickly be given to you once the bar code has been verified. If you wish to shop prior to picking up your order, please do so at your leisure and bring back your items at the Cosmetics counter to check out and pick up your order at the same time.

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Do you offer Curbside Pickup?

We are currently not offering the curbside pickup option. Make sure to enter the store location selected for the pickup of the order and head over to the Cosmetics counter to pick up your order.

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Where do I pay for my order?

When you place your order, the total value of the order will be authorized on your credit card. The transaction will only be billed for the products and quantities available once the order has been processed in store. Should you decide to purchase additional items when you come to pick up your order, they will need to be processed in a separate transaction at the cash register.

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What payment methods am I able to use to pay?

It is possible to pay by credit card (Visa, MasterCard and American Express). The billing address of your order must match the address associated with your credit card in order to ensure the transaction is authorized. If you use a prepaid Visa or MasterCard, please keep it until you pick up your order. If a return must be processed, the credit will be applied to the card used to place the initial order.

The Jean Coutu gift card and AIR MILES® Reward Miles cannot be used to pay for your purchases online.

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Can I use a gift card to pay for my pickup order?

The Jean Coutu gift card cannot be used to pay for your purchases online. If you use a prepaid Visa or MasterCard, please keep it until you pick up your order. If a return must be processed, the credit will be applied to the card used to place the initial order.

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Can I change the store location associated with my order to be picked up, before completing the transaction?

You can change the selected store until you click on “Place the order”. However, please be aware that changing store location may affect the availability of the products in your cart.

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Can I change the store location associated with my order to be picked up, after placing my order?

It’s unfortunately not possible to modify the pickup location of an order after it’s been confirmed. However, you can still cancel an order by contacting our customer service team.

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How much time do I have to pick up my order?

Once your order is placed, you have 5 days to pick up your order in store. If you’re unable to pick up the order by the end of the 5th day, your order will automatically be cancelled, and the amount will be credited to the credit card used to place the initial order. The reimbursement should appear within a day or 2, depending on the financial institution. The delay may be greater for some financial institutions.

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Can I extend the online order pickup window?

We are not able to extend the online order pickup windows. If you are not able to make it to pickup your order by the end of the 5-day delay, your order will automatically be cancelled, and the amount will be credited to the credit card used to place the initial order. The reimbursement should appear within a day or 2, depending on the financial institution. The delay may be greater for some financial institutions.

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Can I have someone else pick up my order?

You may forward the email confirming your order is ready to be picked up, which contains a bar code. The bar code is how we’re able to identify your order. If the person you choose is not able to show the bar code, he/she will not be able to pick up your order.

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What if I don’t have my barcode handy when I come in to pick up my order?

You will need to show your government-issued ID to a member of the store’s team, so we bring up your order. Please note: the name on the ID must match the name on the order provided at the online checkout.

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What if some or all the items are no longer in stock after I place my order?

A product may indicate that inventory is available when you place your order, but when the time comes for the store to process the order, the inventory may have been sold to another customer.

Once your order is processed, we will inform you if a product is no longer available or if a quantity must be reduced. The email confirming your order is ready to be picked up will identify the products and quantities that will be included in your order. If you wish, the store team will be happy to help you find, if offered, a comparable item for any product out of stock. You may also choose to place an order online for home delivery for the missing products.

For products offered in limited quantities, Jean Coutu reserves the right to cancel or refuse online orders to ensure the inventory is available to customers who physically go to the store to make their purchases.

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What happens if I don’t pick up my order?

If you can’t make it, please contact us at [email protected] so we may cancel your order. Once the order is canceled, the amount will be credited to the credit card used to place the initial order

If you’re unable to pick up the order by the end of the 5th day, your order will automatically be cancelled, and the amount will be credited to the credit card used to place the initial order. The reimbursement should appear within a day or 2, depending on the financial institution. The delay may be greater for some financial institutions.

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What can I do if the prices of my items change by the time I go pick up my order?

At all times, the best price will be applied on the products you ordered, whether it is the price when you placed your order, or the price when the order was processed in store. The email confirming your order is ready to be picked up will reflect the price for each product. A receipt will also be inserted with the products in your order when you come and pick it up.

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How do I cancel my order?

To cancel an order, please contact our Customer Service department by writing at [email protected] or by phone at 1-855-606-4646. You may cancel your order anytime before the end of the 5-days period allocated for the order to be picked up. If you do not pick up your order in the allotted time, the order will be automatically cancelled, and the amount of the order will be reimbursed using the initial payment mode.

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How can I use promotion codes with my pickup order?

You cannot add a promo code for an order to be picked up in store. However, valid promotions such as a gift with purchase or gift card offers, will be managed at store level when the order is processed.

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Can promotions be applied once I get to the store?

You will need to place 2 separate orders, one for the items to be picked up in store and the other for items to be delivered at home.

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Can I split my order so that some of it ships to my home and the remainder is picked up at the store?

You will need to place 2 separate orders, one for the items to be picked up in store and the other for items to be delivered at home.

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How can I return the items I ordered and picked up in store?

If you need to return a product, the store return policy will apply. Please visit the store where you picked up your order to request a return for any item included in the initial order.

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More questions?

Please contact our Customer Service department for any questions, comments or suggestions.

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