Frequently asked questions
Purchase and payment process
Are the prices in-store and online the same?
The prices are the same unless we have special offer applicable only on our website or in-store. All prices are in Canadian dollars and do not include taxes or shipping fees.
How can I add product to my cart?
You can add an item to your shopping cart by clicking « Add to cart » button when you're on the product page or category.
How can I edit a product in my cart?
You can access your cart at any time by clicking the icon located on the top right corner of our website. You can modify, remove or adjust quantity of all items in your cart.
How do I place an order?
When ready, click on « Order» to start the checkout process. You will be asked to log into your account. If you don't have one, you can checkout as a guest or quickly create one by entering your information.
Is there a quantity limit to order an item?
We reserve the right to limit the quantity of the same item per order, per person.
How can I make a list with the products I like?
You can save all the items you like by creating a wishlist. To do so, you must log into your account or create a new one. You can add any available product to list by clicking on the heart icon on product and category pages.
You can also move products from your wish list to your cart by clicking «Add to cart» button.
Can I see or modify my current order?
You can verify your order before proceeding to payment accessing your cart. You can also modify your order at any time before checkout.
How do I know my order is being processed?
After going through checkout, you will receive a confirmation order and a receipt. You will also receive an automated message with a tracking number when your order leaves our store.
What happens when a product I order is unavailable?
In case one of the products you purchase became unavailable, a Benjo's employee will contact you using the contact information you provided in your order. If possible, we will offer you an equivalent product or refund you the unavailable item.
How can I pay my order?
All orders can be paid using one of the following payment methods:
All the orders will be processed through secure online payment platform Paysafe.
According to the delivery address, federal and provincial taxes in effect at the time of checkout will be applied as well as applicable shipping fees. The total amount will be charged on your credit card when we will be processing your order.
For any order of $ 300 or more, an ID may be required to validate the order.
Do not hesitate to contact our customer service if you have any questions about your transaction or checkout process. They can be reached at 1 877 236 5622 or at ::email::
Delivery and lost or damaged orders
What are the shipping fees?
IN QUEBEC & ONTARIO : Shipping is free for orders of $49 or more before taxes. Below that, a flat fee of $9.99 will be applied. However, if your order contains heavy or oversized items that require a shipping surcharge, no shipping promotion is applicable for these products. A charge of $20 per oversized /heavy product is applied.
OTHER PROVINCES (CANADA): Shipping cost is $9.99 for all orders, unless they contain heavy or bulky items that require a shipping surcharge. An additional charge of $40 per oversized/heavy item will be applied.
Shipping charges will be added at the time your order is processed. You can review the total invoice price including taxes and delivery charges before confirming your order.
You can pick up your order for free in store, at 550 Charest East BLVD, Quebec City, Quebec G1K 3J3.
Please note that if you would like to ship to the United States, you must contact us to place your order. We will advise you of the feasibility and shipping costs. You will be responsible for customs clearance fees, which vary from state to state.
Please feel free to contact the web sales department with any questions: 1 877 236-5622 ext. 254 or ::email::.
|Purchase of $0 to $48,99 before taxes||Purchase of $49 or more before taxes||Heavy / oversized item|
|In Quebec and Ontario||$9.99||FREE||$20 / heavy or oversized item|
|Other Canadian provinces||$9.99||$40 / heavy or oversized item|
|United States||Contact us to know the rates according to your package specifications and your delivery address. Customs fees are at your charge.|
What are the delays and the shipping method?
Orders are delivered by Canada Post to the address provided at the time of ordering. Please allow 3 to 5 business days for delivery to Quebec addresses, and a few additional days for the rest of the country.
Delays may occur due to bad weather conditions, holidays, promotions and during busy periods such as the holiday season.
Normally, a signature is required upon receipt of the order if it is delivered to the door. However, Canada Post cannot maintain this policy with the measures required by the pandemic. Therefore, no signature will be required until normalcy returns.
In order to provide you with a secure service, your order may be subject to certain verifications if the delivery address differs from the billing address, if you are having your order delivered to a P.O. Box and/or if the total amount is greater than $200.
How do I track my package or trace an order lost in the mail?
Every purchase with a delivery option made on the Benjo website is assigned a tracking number provided by Canada Post (except for gift cards). You will receive this number by email when your order is shipped. You can also find it by logging into your account under the « Orders » tab.
If you believe your order has been lost, please contact web sales service at 1-877-236-5622 ext. 254 or ::email::. We will be able to assist you in the process of tracing your package.
If the goods received are damaged, what is your policy?
Orders are prepared with the utmost care. In the event that you receive merchandise that is damaged, it will be our pleasure to exchange the damaged product for free. Please refer to the applicable Returns and Exchanges policy.
Can I pick up my online order directly in the store?
Absolutely! Introduce yourself to customer services with your copy order to be able to recover it. Allocate 36h to 48h, depending on the time of year, for the treatment of your order. An email will be sent when it's ready to pick-up. If you plan on going faster, make sure it's ready by calling 418-640-0001 or the toll-free 1-877-236-5622.
Returns and exchanges
How long do I have to return or exchange my order without any penalties?
You can return or exchange any product purchased online from benjo.ca within 30 days of receipt of your order, and within 15 days for in-store purchases. For all purchases made for a Christmas gift, we accept returns and exchanges until January 15th. Your return items must be intact and in their original packaging, and you will need to present your invoice.
How can I return an order placed online?
You must first contact Benjo's web customer service department at 1 877 236-5622 etx. 254 tospeak to an agent, who will walk you through the application process. You can also write to ::email::
You will need to mail back the undamaged product in its original packaging (including all manuals and accessories) along with a copy of the invoice or the product order number that you will find in the order confirmation message or in your customer account.
Is the return free?
Benjo does not support your delivery costs for the return of products. In the case of a replacement, we pay the delivery costs related to the return of the product in store and the return of the exchange product.
Can I get a refund if the package has been opened?
If the product is not returned in its original packaging, or if the packaging has been damaged after receiving the package, Benjo will be unable to process a refund, credit note or exchange.
Can I return a product purchased in the store by mail?
Products purchased in store cannot be returned or exchanged by mail.
If my product was in rebate, can I return it and get a full refund?
The price of products returned or exchanged, as well as applicable taxes, will be credited with the same payment method used for the initial transaction.
An item purchased on clearance is considered a final sale and is not eligible for return or exchange.
All returned merchandise by mail must be sent to the following address:
550, boulevard Charest Est
Québec (Québec) G1K 3J3
Please contact customer service with any questions: 1 877 236-5622 or ::email::.
Cancellation or change of order
Can I cancel or modify an order?
For any cancellation or change of order after payment, you must contact Benjo's Web Customer Service Department by phone at 1 877 236-5622 Ext. 254 or by email at ::email::. Our staff will do its best to satisfy your request.
However, note that it is not possible to cancel or change an order that has already been shipped.
Competitive pricing policy
Do you discount competitor prices?
With the goal of providing the best possible service, we have a competitive pricing policy. If you find an identical product, at its regular price, at a better price in a store, online or a on flyer from a local competitor, Benjo will adjust your payment accordingly, upon presentation of valid proof. Please note that we do not honor Costco pricing. Some exceptions apply.
What are the conditions to have a price adjustment?
Competitive pricing is available with proof of recent prices from a competitor with a physical store in the Quebec City area. The product must be identical and available in store. This policy does not apply to liquidation products, bonus promotions offers, after-sales discounts, because of a customer status or random discount offer. The price presented must be valid at a competitor at the time of purchase and not be removed or corrected. We reserve the right to limit quantities. This policy may be corrected, modified or canceled without notice. Please note that we do not honor Costco pricing. Some exceptions apply.