Terms of purchase and delivery
Who is Desmarais & Robitaille?
Desmarais & Robitaille is a family-owned firm based in Montreal, Quebec with a branch in Ottawa, Ontario. Specializing in liturgical arts since its founding in 1909, the company offers a large selection of products and services including professional liturgical design consultation, conception of fine ecclesiastical articles and furniture, design and creation of original stained-glass art for liturgical space and a complete line of vestments, statues, sacred vessels, accessories and religious art.
Where are we located?Head office:
8300 Saint-Laurent Boulevard,
Montréal, Québec,
H2P 2M3, Canada
Ottawa branch:
2285 St-Laurent Blvd. Unit B-17
Ottawa, ON K1G 4Z5
Customer service and support:
Phone: (514) 845-3194
Toll free: 1-800-363-7799
Email: info@desmarais-robitaille.com
Order process
How to order?1. Browse our online catalogue and add items to the shopping cart.
2. To complete your order, click on the “My cart” button. You will see the sub-total of your purchase. Click on the “Check Out” button. (The final price, including taxes and shipping fees will be calculated later.)
3. If you are a new customer, you’ll need to create an account with your billing and shipping information; if you are a returning customer, you can log in to continue the check out process. You will be redirected to the final transaction page.
4.Choose your shipping option to see the final price of your purchase. Fill in your credit card information, and click the “Submit” button.
5.If the transaction is successfully completed you will be directed to a page confirming your purchase, and a confirmation number will be issued. Keep it carefully as it will allow our team to track the order. You will receive an email confirming your order.
Why didn’t I receive a confirmation email?Various reasons could explain the absence of a confirmation email.
First, check your junk mail box. If our email is there, be sure to remove it and add our email address to your safe list, since we send you all order updates with this address.
Another reason could be that your email address was not entered correctly, or that we do not have your current email address on file. In this case, please contact our team.
It is also possible that you checked out without finishing properly, which would mean that we never received your order. Please contact us to confirm.
How long does my order take to be processed by your team?Your order should be processed within 48 hours following the transaction (excluding weekends). If the article ordered is not in stock, expect a delay of 2 to 4 weeks. For certain articles the delay could be longer. You will be advised of any delay when we confirm your order.
How can I modify or cancel an order?It is possible to modify or cancel an order as long as it has not been shipped. In this case, call us as soon as possible.
Who can order on this website?Anybody interested in our products and services.
Order process
What are the payment options available?You can pay using Visa or MasterCard.
Is your site secure for online payment?Personal information during internet transmission is protected by an SSL (Secure Socket Layers) protocol which encrypts any data entered. It ensures the confidentiality of information, including your banking information.
What is a Card Verification Number (CVN)?This is the 3-digit number on the back of your credit card. This extra protection is to ensure that you have your credit card on hand to prevent fraudulent use of credit card numbers.
Are there taxes on my order?Applicable federal and provincial sales taxes are added to all orders (except for orders originating outside of Canada.)
Delivery
What are your shipping options?All parcels are shipped by Canada Post.
Can you provide me with a tracking number?Yes, a tracking number is issued with every order. Contact us to receive it.
When will I receive my order?Estimated time for a standard delivery is between 1 and 7 working days. No deliveries are made on week-ends or holidays. Some restrictions may apply.
Return policy
What is our return policy?If you are not satisfied with an item, you should contact us at (514)845-3194 and ask for a return number. To be eligible for refund or exchange, you must return the item within 30 days of delivery of your shipment.
If we have sent you the right article but you are not satisfied with it, you will have to cover the cost of shipping the article back to us. You can ask either for a refund or an online store credit.
If we have sent you the wrong item, or a defective item, we will cover the return shipping cost. We will ship you the correct item as soon as possible once we receive your return. We may ask you to email us a picture of the item to confirm the defect in it, before approving your return.
Which conditions must I fulfill for a return?All returned items must be in perfect condition.
What is the procedure for returning an item?Please follow these steps to return articles in order to avoid delays.
1. Contact us at (514)845-3194 (toll free at 1-800-363-7799) and ask for a return number.
2. Make a copy of your receipt and keep the original. On the back of the copy write the return number and the reason for the return.
3. Use our original packaging, a padded envelope or a box to return the product. Include the copy of your receipt.
4. If possible, use a delivery service that will give you a tracking number.
All products received without a return number will be automatically rejected.
