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.
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 Stripe.
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 the order is confirmed.
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
Can I have free shipping? / What are the shipping fees? / Is free shipping everywhere in Canada?
Shipping is free for orders of $39 or more before taxes. A fixed fee of $9,99 will be applied to orders under $39 before taxes. Delivery charges will be added when your order is processed. You can review the total price of the order including taxes and delivery charges before confirming your order.
You can pick up your order for free in store, at 550, boulevard Charest Est, Québec City (Québec) G1K 3J3.
Orders are delivered by Canada Post to the address provided at the time of ordering. Please allow 3 to 5 working days for delivery to addresses in Canada. Delivery outside Canada may cause delays and higher fees. A signature will be required upon receipt of the order.
Note that if the delivery address is outside Canada, you may be obliged to pay customs fees, which vary depending on the country.
Please contact customer service with any questions: 1 877 236-5622 or [email protected].
How can I track a lost order by mail?
Every order placed on the Benjo website is assigned a tracking number provided by Canada Post. If you believe that your order has been lost, contact customer service at 1 877 236-5622, and we will help you track it.
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 to Benjo within 15 days of the receipt of your order. For all holiday purchases, we will accept returns and exchanges in-store until February 28. Your return items must be undamaged and in their original packaging, and you must show us your invoice.
How can I return an order placed online?
You must first contact Benjo customer service at 1 877 236-5622 to talk to an agent, who will walk you through how to process your request.
You will need to mail back the undamaged product in its original packaging (including all manuals and accessories) with a copy of the receipt or the product order number, which can found on your invoice and in the order confirmation message.
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. To do this, you must attach the invoice for your shipping costs to the defective(s) product(s) you are returning.
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.
Items purchased at a discount of 50% or more are considered final sales and cannot be returned or exchanged.
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 customer service by telephone at 1 877 236-5622 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 or a flyer from a local competitor, Benjo will adjust your payment accordingly, upon presentation in store 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 an address in the Quebec City area, and presented in store. 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.