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Effective URL: https://www.homedepot.ca/en/home/customer-support/shipping-faq.html?eid=20230830_Privacy%20and%20security%20statement%20U...
Submission: On September 08 via manual from IN — Scanned from CA
Effective URL: https://www.homedepot.ca/en/home/customer-support/shipping-faq.html?eid=20230830_Privacy%20and%20security%20statement%20U...
Submission: On September 08 via manual from IN — Scanned from CA
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Skip to Search Skip to Navigation Skip to Main Content Select My Store * Rental * Credit Services * For the Pro * Order Status * Customer Support * Gift Cards * Français Submit Search Account / Sign In Cancel Cart * Shop by Department * Shop by Room * Ideas & How-to * Home Services * Specials & Offers * Weekly Flyer Save Up to 50% on Select Seasonal. Shop Now! Close Please confirm your store for product and service availability. My Store GERRARD SQUARE 1000 Gerrard Street East, Toronto, ON, M4M 3G6 Open • Closes 9 p.m. Confirm Store Change Store 1. Home 2. Customer Support 3. Shipping & Delivery SHIPPING & DELIVERY ABOUT MY ORDER 1. STORE PICK-UP RETURNS 1. RETURN POLICY FAQ 1. SHIPPING & DELIVERY 2. HOME DEPOT FAQ 3. PRODUCT FAQ 4. PAYMENT METHODS FAQ 5. ECO-FEES FAQ 6. ERECEIPTS FAQ 7. APPLIANCE DELIVERY MORE INFORMATION 1. PRODUCT RECALLS 2. EXTENDED SERVICE PLAN 3. TERMS OF USE 4. PRIVACY AND SECURITY 5. ACCESSIBILITY POLICY 6. CUSTOMER SURVEY 7. HOME DEPOT PRICE GUARANTEE WE’LL DELIVER IT TO YOU STANDARD SHIPPING Have your product shipped to you. Learn More EXPRESS DELIVERY Want it faster? Choose same-day delivery or schedule your delivery to suit your availability. Learn More BUY ONLINE, PICK UP IN-STORE OR CURBSIDE FREE STORE PICK-UP Online orders fulfilled fast at our stores. Learn More FREE SHIP TO STORE Item unavailable in store? Ship it to a store of your choice. Learn More STANDARD SHIPPING When will my order ship? Orders usually ship within 24–72 hours if all products in the order are available. Please check the estimated delivery time on the product information page for individual items. If items are backordered, a follow-up email will be sent to you with an estimated delivery. Are there any shipping restrictions? Homedepot.ca delivers within Canada only; standard shipping rates apply unless specified. Orders/deliveries to select remote locations and the Territories (Yukon, NWT and Nunavut) will need to be placed through Customer Support where shipping rates will be provided prior to order confirmation/completion. Deliveries to rural/remote areas and the Territories might require additional shipping charges. Deliveries can only be made to locations with a street address or rural route number with postal code. We cannot deliver to PO boxes. Please shop on homedepot.com if you require delivery to the United States. How are online orders delivered? Delivery is Monday to Friday, between 8 a.m. and 5 p.m., local time. Standard Shipping is the default shipping method for most products under 100 lbs and includes delivery by a small parcel courier. Your order will be delivered to the closest dry area outside your home; typically the front door, porch or driveway. Shipments will be delivered as NSR (No Signature Required). 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. Multiple products may be shipped at different times due to the size of the product or the location that it ships from. If any single package in your order exceeds 31.8 kg (70 lbs), assistance to unload your order may be required when it arrives. Shipments to the Territories (Yukon, NWT, Nunavut) may be possible, but will require contacting Customer Support at 1-800-628-0525 to obtain a shipping quote. Are all orders delivered without the need for a signature (No Signature Required/NSR)? Yes, all orders are delivered as NSR if the courier deems it safe to leave the package(s). In situations where the courier is unable to do so, they will leave a delivery notice. If you receive a notice, you may pick up your order or arrange another delivery date when you will be available to receive it. What if I do not want my order delivered without a signature? There is currently no ability to “opt-out” of No Signature Required (NSR) service. For 3-Hour Delivery and Scheduled Delivery, you may be able to select a delivery time window and/or a location where the courier will leave your delivery. If your order is eligible, you will see these options during checkout. 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. If your shipping destination is within the Territories (Yukon, NWT, and Nunavut) or within a remote location, please contact Customer Support for updated shipping fees. Your shipping rates will depend on the product(s) in your order. Below are some details to help you better understand our free or flat rate shipping options: Free parcel shipping on most orders over $35 Limited time offer valid for online qualifying purchases at www.homedepot.ca only. Free parcel shipping is available on orders of qualifying products which total over $35 (excluding taxes). Offer only available on select qualifying products where indicated on the product’s information page. Qualifying products must be 75 lbs or less, excluding oversized items and/or non-domestic shipments. Offer does not apply to the purchase of major appliances, previous orders, in-store purchases, items with flat-rate shipping, items with pricing noted to already include shipping, or certain items containing weight and/or size shipping restrictions. All qualifying purchases will be delivered by standard shipping and are subject to homedepot.ca's standard shipping restrictions. This offer is available within Canada only, excluding the Territories (Yukon, NWT and Nunavut) or select remote locations where market-established rural delivery fees may apply. Please contact Customer Support to receive an accurate shipping quote for excluded locations or non-qualifying orders. Offer may be modified or cancelled at any time without notice. Free Shipping Limited time offer. Free shipping is available on select products where indicated on the product information page. Only items marked with the Free Shipping logo qualify for the free shipping promotion. Items purchased online that do not qualify for free shipping are subject to standard 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 Customer Support at 1-800-628-0525 to receive an accurate shipping quote. Offer does not apply to the purchase of previous orders, in-store purchases, 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. Flat Rate Shipping Flat rate shipping is available on select products for a fixed cost as indicated on the product information page. Items purchased online that do not qualify for flat rate shipping are subject to standard shipping charges. All qualifying purchases will receive standard ground shipping and are subject to homedepot.ca's standard shipping restrictions. Flat rate 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 Customer Support at 1-800-628-0525 to receive an accurate shipping quote. Offer does not apply to the purchase of previous orders, in-store purchases, 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. How do I track my package? You will receive an email once your order has shipped. The tracking number for your order will be available on the Order Details page. Visit the Order Status page and enter your order number for more details and a link to track your order. Can I refuse a package if it is damaged? Yes, please contact Customer Support to inform them that you have refused delivery. If you have already accepted the package, please contact Customer Support within 48 hours of delivery to ensure a prompt return and reorder. What happens if the product I ordered is on backorder? When an in-stock product becomes unavailable after you have placed an order, you will receive a backorder notification email. Your product will ship as soon as it becomes available and you will not be charged until the product ships. If you would like to cancel your backordered product, please visit Order Details or contact Customer Support. Can I cancel my order? Yes. You can cancel your order online until one item has been processed. Visit the Order Status page and enter your order number for more details and a link to cancel. If at least one item has been processed, there will be a message that explains you can no longer cancel. At this time, you can't cancel individual products through online cancellation. You can only cancel the entire order or all products in a single delivery/pick-up method. If you made a donation to The Home Depot Canada Foundation, the donation will not be refunded if you cancel or return your order. Why do I see an authorization or pending charge before my order has shipped? After placing an order, your credit card or Visa Debit card’s issuing financial institution will place an authorization hold on your account for the entire amount of the purchase. This ensures the card is valid and has sufficient funds to complete the order. This is only an authorization and not a charge. At this point, the amount is held and deducted from your credit limit (or account balance for Visa Debit), but is not yet transferred to The Home Depot. The order amount will only be processed once the order has shipped. Why do I see multiple reauthorizations for the order amount on my card? If your order has not been shipped within 5 days of placing the order, you may see the order amount reauthorized by your financial institution. The previous authorization will be reversed by your financial institution on your credit card or Visa Debit card, but may take several days due to processing times at your financial institution. The reauthorization/reversal process may continue until your order ships. These reauthorizations are not charges. You are only charged once for the order amount once your order is shipped. When will reauthorizations be reversed? Reversals may take several days as they are subject to processing times at your financial institution. Please note that authorization fund holds last for varying periods, depending on the issuing card company’s policy. We do not have the capability nor are we obligated to release the financial institution’s temporary hold on authorized funds. EXPRESS DELIVERY What is Express Delivery? Express Delivery is one of our shipping methods. Unlike Standard Shipping, Express Delivery offers you the option of choosing a delivery date, excluding holidays. With Express Delivery, you can choose: * Same-Day (within 3 hours): Have the product delivered within 3 hours from the time you place the order. Applies to in-store, in-stock items only. * Scheduled Delivery: Have your order delivered on a specific date of your choice, as early as the next day. For some orders, you can select a delivery time window (additional fees may apply) Are all products eligible for Express Delivery? No, the products that are eligible for Express Delivery will show a "Delivery Today/Tomorrow" label on the product listing page. How can I view all the available Express Delivery options? You can view all the different Express Delivery options in your shopping cart. Where can I select Express Delivery options for a product? Once you add the product to your cart, you can select the Express Delivery option of your choice from your cart page. How much does my Express Delivery cost? Delivery rates are based on the delivery postal code. You can enter your postal code on product pages or in your cart to determine the delivery fee. What is a flat fee? Flat fee means that you may order as many products as you like for one fixed delivery fee. Can I order multiple Express Delivery options for a single flat fee? Unfortunately, flat fee is only applicable to all the items within a specific Express Delivery option. Multiple Express Delivery options (e.g., Same-Day 3-hour and Scheduled Delivery) will incur multiple delivery fees. Can I have products under different Express Delivery options ship to different locations? All Express Delivery options selected under the same order will ship to the same delivery address. What happens if I do not place the order within the allocated time window shown in the cart? If the allocated time window has expired, then the next available Express Delivery option will be selected for you. What happens if I place the order outside of regular working hours? When the order is placed outside of regular business hours, the delivery window will not start until the beginning of the next business day. How can I cancel an Express Delivery order? You can cancel your scheduled delivery order online until one item has been processed. We're unable to cancel 3-hour delivery orders. Visit the Order Status page and enter your order number for more details and a link to cancel. If at least one item has been processed, there will be a message that explains you can no longer cancel. At this time, you can't cancel individual products through online cancellation. You can only cancel the entire order or all products in a single delivery/pick-up method. If you made a donation to The Home Depot Canada Foundation, the donation will not be refunded if you cancel or return your order. How will I be notified when my order is arriving? You will receive an email when your order is on-route to the provided delivery address. You will also receive either a call or a text 30 minutes prior to the delivery. Are there any delivery preferences available with Express Delivery? Depending on your delivery address and product(s), you may be able to select a delivery time window and/or a location where the courier will leave your delivery. If your order is eligible, you will see these options during checkout. Location Options: Basic Delivery: Closest dry area outside a home, inside a building's entryway or with a concierge. Inside Apartment/Condo Unit: Interior entryway of individual unit; may or may not require elevator access. Inside Home's Entryway: Interior entryway of a home. Interior Room: An area of your choice, accessible by one staircase from the entry. The courier will leave your package(s) in an alternate area if they're not able to access your requested location. Receiving Area: A designated area (indoor or outdoor) to receive shipments. Garage: Inside a garage; make sure garage is accessible. Backyard: Any accessible location in a backyard. What is a delivery window and how can I select one for my order? If your order is eligible, you will see an option to select a delivery time window during checkout. You may want to select a specific window of time when you know you'll be home to receive the delivery. Can I change a delivery location before the delivery or when the courier arrives? You can change your delivery location up to 24 hours before your delivery date by contacting Customer Support. On the day of delivery, please understand that couriers are working under tight timelines and can only deliver your order to the area specified in their delivery instructions. Will I get refunded the fee difference if I change my delivery location? Yes, you will be refunded the delivery location fee difference as long as you change the location more than one day before the delivery. The courier may or may not be able to accommodate the request. We don't allow location changes on the day of delivery. Please contact Customer Support to change your location. Do I need to be home for the delivery? For scheduled deliveries, someone over the age of 18 must be home to receive the order. You will receive either a call or a text 30 minutes prior to the delivery. For express 3-hour deliveries, no one is required to be home and the package is left in a safe, dry place. Buildings without a concierge may not be considered safe, and the courier will call you at the time of delivery to collect the package. If you're unavailable, they will deliver the package to your closest store. 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. Are there any delivery restrictions? Homedepot.ca delivers within Canada only. Deliveries can only be made to locations with a street address or rural route number with a postal code. We cannot deliver to PO boxes. 3-hour Delivery: Can I reschedule? Sorry, we're unable to reschedule 3-hour deliveries. Scheduled Delivery: Can I reschedule? If you contact Customer Support at least 24 hours before your scheduled delivery date, they can usually reschedule for you. Scheduled Delivery: Which dates can I select for a Scheduled Delivery? For products other than appliances, your delivery date must be 24 hours to 60 days from the order creation date (excluding Sundays & holidays). Scheduled Delivery: What time will my order arrive on my selected date? You order will arrive between 8 a.m. and 8 p.m. on your selected delivery date. If you selected a delivery time window, your order will be delivered within the selected window on the specified delivery date. Scheduled Delivery: Where will orders be left? For Basic Delivery, orders will be delivered to the closest dry area outside your home; typically the front door, porch or driveway. If you selected a delivery location during checkout, the courier will deliver your order to the requested area. Working on a project at home or on the jobsite? We've got a newsletter that will help you find what you need to complete any project or job. Subscribe Today. Subscribe Need Help? 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