Online Orders Processing and Shipping

Questions about the In-Store Express Order

The questions and answers below only apply to the orders placed in the online store on jeancoutu.com (Shop section of the site) and not to the In-Store Express Orders. Online orders are fulfilled at our distribution center and not in stores. For any questions regarding In-Store Express Orders, please contact your store directly.

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Questions about the Photo Gift Shop

The questions and answers below do not apply to the Photo online store.
For any information or question in regards to the Photo online store, please click here.

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How can I find out the status of my order?

For home delivery, when your order will be assembled at our distribution center and then expedited, you will receive an email confirming the tracking number for the delivery.

For an order that will delivered in a participating store, you will receive an email when your order has been delivered to the store and is ready to be picked up.

By creating a Jean Coutu account, you can track your order’s status in real time.

Once your order has shipped, the information will be updated as soon as Canada Post scans the shipping label on your order at its processing plant and then starts the delivery process. Potential delays with Canada Post are unfortunately out of our control.

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How can I benefit from free delivery?

These answers do not apply to the In-Store Express Orders. For any questions regarding In-Store Express Orders, please contact your store directly.

Standard home delivery is currently free with any order of $35 or more before taxes.

Delivery in participating stores is currently available for any order of $15 or more before taxes. The service is free.

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Where is delivery available in Canada?

Home delivery is available everywhere in Quebec, Ontario and New Brunswick.

The ship to store service is only available in participating stores.

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What are the processing and delivery timelines?

Our orders are shipped and delivered on business days (Monday through Friday, excluding major holidays). Our standard shipping carrier is Canada Post. All online orders are processed at our distribution center and not in stores.

Canada Post - Standard

$8.95 regardless of the amount of order. Delivered to your door approximately between 4 to 7 business days after the order date depending on geographic location.

Canada Post – Express

$14.95 regardless of the amount of order. Delivered to your door approximately between 2 to 4 business days after the order date depending on geographic location.

Delays may occur in the case of extreme weather or if shipping to remote areas.
Thank you for your understanding.

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What do I need to pick up my order in store?

If you selected the option to have your order delivered in a participating store, you will need to have in your possession a printed or electronic copy of the email you received letting you know your order is ready to be picked up.

The email will not only indicate where in the store you can pick up your order, it will need to be shown in order to receive your package or packages.

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When can I pick up my order in store?

If you selected the option to have your order delivered in a participating store, an email will be sent when the order has been assembled at the distribution center, shipped, and received at the store you selected.

The email will let you know where to go in store and how many packages there will be for your order.

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What do I do if my order is late?

Depending on the delivery method, if the delivery deadline is exceeded, contact Customer Service to clarify the situation.

Potential delays with Canada Post are unfortunately out of our control. We are not responsible for products lost by Canada Post.

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What can I do if the wrong product is delivered to me?

Contact our Customer Service, which will ensure the situation is corrected.

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Can home delivery be made to a post office box?

There is no delivery restriction on post office boxes. Canada Post is the only carrier that can deliver to any address.

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