Home>Customer Support>Shipping FAQ

Customer Support

Shipping FAQ

What are the shipping policies?

Delivery is Monday to Friday, between 8 am and 5 pm local time. If you are not home to accept delivery, a delivery notification card with further details will be issued. In some cases, smaller shipments made by courier may be left at your door. Please note that larger shipments made by common carrier require a signed acknowledgement of receipt. If your order is shipped by common carrier, the carrier will call you in advance to arrange a delivery time.

Delivery is typically to the front door of houses and the ground floor lobby of apartment and condominium buildings. Delivery vehicles and equipment are not permitted on private property.

Some geographic service restrictions apply. In certain remote locations, delivery will be made to the courier's closest Pick-Up Centre from the shipment destination. Customers will be notified by telephone when shipments are available for pick-up.

Multiple items may be shipped separately due to size and may arrive at different times. If any single package in your order exceeds 31.8 kg (70 lbs), assistance to unload your order may be required when it arrives.

When will my order ship?

Orders usually ship within 24 - 72 hours if all items in the order are available. If items are backordered, a follow-up email will be sent to you with an estimated time of delivery.

Are there any shipping restrictions?

Homedepot.ca delivers within Canada only; Standard shipping rates apply unless specified. Orders / Deliveries to select remote locations will need be placed through Customer Support where shipping rates will be provided prior to order confirmation/completion. Please shop on homedepot.com if you require delivery to the United States.

Deliveries can only be made to locations with a street address or rural route number with postal code. We cannot deliver to PO boxes.

What shipping methods are available?

Standard ground shipping is our main mode of transport; most deliveries under 150 lbs. are shipped by courier. In some circumstances, your order will be shipped by common carrier due to weight, size and destination of the items ordered.

Air transportation is only available to the Territories (Yukon, NWT and Nunavut) and remote locations where ground shipping is inaccessible. Please contact Customer Support in order to confirm your shipping rates prior to order confirmation/completion.

Is there free shipping?

Free Parcel Shipping*:

* Limited time offer. Oversize items that need to be delivered via freight carriers are not eligible. Free shipping is only available on select products that are 100 lbs or less and that bear the Free Shipping logo. Each item must be 100 lbs or less to qualify for free shipping. Items purchased online that do not bear the Free Shipping logo are subject to shipping charges. All qualifying purchases will receive standard ground shipping and are subject to homedepot.ca's standard shipping restrictions. Free shipping is available for delivery within Canada only, but is not available for delivery to the Territories (Yukon, NWT and Nunavut) or select remote locations. Market-established rural delivery fees may apply to your location. If applicable, please contact a Customer Support Representative at 1-800-628-0525 to receive an accurate shipping quote. Offer does not apply to the purchase of major appliances, previous orders, in-store purchases, items with flat-rate shipping, or certain items containing weight and/or size shipping restrictions. Offer subject to change without notice. Valid for online purchases at www.homedepot.ca only.

Price Includes Shipping:

The "Price Includes Shipping" promotion is available on selected items only. Items marked with the Price Includes Shipping logo qualify for the promotion. All qualifying items will receive standard ground shipping and are subject to Homedepot.ca's standard shipping restrictions; please allow 5 to 7 business days for ground shipping. This promotion is only available for delivery within Canada, and is not available for delivery to the Territories (Yukon, NWT and Nunavut) or remote locations. Items purchased online that do not bear the Price Includes Shipping logo are subject to shipping charges. Offer does not apply to the purchase of Gift Cards, previous orders or in-store purchases. Offer subject to change without notice.

What are the shipping rates?

Shipping rates are determined by weight, size and destination. To determine the shipping rate for a specific product, add the item to cart and enter the delivery postal code in the Shipping Estimator tool. If you wish to change the quantity, please click on the Update Cart button prior to using the Shipping Estimator tool. If your shipping destination is within the Territories (Yukon, NWT, and Nunavut) or within the remote locations, please contact Customer Support for updated freight rates.

How do I track my package?

Once your package has been shipped, a tracking number will be provided on your Shipping Confirmation email.

Orders shipped by courier can be tracked via the delivery provider's website (www.ups.ca or www.purolator.ca). Please note that after your order has been shipped, it may take 24 to 48 hours for the courier to update its tracking information.

To track a common carrier shipment, please call our Customer Support team at 1-800-628-0525 Monday - Saturday from 8:00 am to 11:00 pm EST and Sunday from 10:00 am to 10:00 pm EST. We'll be happy to help you with your order.

Can I refuse a package if it is damaged?

Yes. However if you have already accepted the package, please call Customer Support at 1-800-628-0525 within 48 hours of delivery to ensure a prompt exchange.