FREQUENTLY ASKED ECOMMERCE QUESTIONS
1. Do I need to register on homehardware.ca in order to complete my checkout?
No, you don't need to register on homehardware.ca in order to shop online. However, you must register and create an eCommerce Kibo/Shopatron account at checkout in order to complete your purchase. Registration on homehardware.ca and Shopatron/Kibo are not connected to ensure greater security. If you do not have a Shopatron/Kibo account, you will be redirected upon checkout to Kibo's account sign-up page. Upon completion of your order, you will receive order tracking notification emails from Kibo. You can manage your online order account by accessing the Kibo Client Portal.
2. What is Shopatron/Kibo?
Shopatron is the world's leading provider of cloud-based, eCommerce order management solutions. Kibo/Shopatron's patented Order Exchange allows manufacturers and multi-channel retailers to seamlessly leverage the available inventory of every retail storefront and distribution center when fulfilling online orders. With Shopatron/Kibo, retail channels work together to deliver a convenient purchase experience to Home Hardware's online shoppers.
3. When can I pick up my order at my local Home Hardware? How will I know it's ready?
An order is available for pick up in-store within 3-10 days of placing the order online. You'll be notified by email as soon as your order is ready for pick up at your designated Home Hardware store.
4. Can I pay for my order in-store instead of paying for it online?
Online orders are handled separately from in-store purchases. In order to secure your order, online orders can only be purchased and paid for online.
5. I don't see an "Add to Cart" button on any products. Can I still shop online?
Online shopping and pick up is available at most Home Hardware locations. However, if you don't have a store selected, or your particular store does not offer it, you can select a different store that does offer in-store pick up for your online purchases. Additionally, some products may be excluded from online shopping but may be available in store or by special order. Just call your local Home store to inquire about availability.
6. I have a Home Hardware Gift Card. Can I use it to pay for online purchases?
Unfortunately, homehardware.ca cannot accept Gift Cards or store credit. Payment can be made with PayPal or a Visa, MasterCard, American Express, or Discover credit card.
7. Can I pay with my debit card?
No, online purchases can only be made with PayPal or a Visa, MasterCard, American Express, or Discover credit card. A Visa Debit Card will work.
8. How do I know that my online order is secure?
Every order is securely processed according to industry-standard SSL Web encryption, in compliance with the International Payment Card Industry Data Security Standard (PCI DSS).
9. I've already signed up and registered for Home Hardware Emails. Why do I need to create an account to order online?
Online orders and accounts are handled separately from Home Hardware eFlyers and communications. This allows Home Hardware to provide additional security features associated with online payments. You can manage your online order account by accessing the Kibo Client Portal.
10. How do I return a product I purchased online?
We will gladly accept any unused regularly stocked merchandise for refund or exchange within 30 days of purchase. Simply return the complete product to us in its clean original packaging accompanied by the original bill of sale. All merchandise is subject to the manufacturer's warranty & will be repaired or replaced as per the manufacturer's directions.We regret that cut materials and special-order merchandise are not returnable. eCommerce returns must be returned to the local Home store where you picked up your order. eCommerce returns will be processed online and the funds will be returned to your credit card once the bank processes the return. You will receive an email confirming the return.
11. How do I know Home Hardware received my order?
You will receive a confirmation email letting you know that we received your order.
12. How do I add items to my cart?
To add items to your cart, you must first select a store as your designated pick-up location. All items that are available to be purchased online will feature an "Add to Cart" button. Once you've found the product you desire, click "Add to Cart".
13. Is there a limit to the number of products I can purchase online?
No, there is no maximum or minimum purchase required.
14. Does Home Hardware automatically send weekly flyers/emails?
No, customers may opt-in to receive weekly communications from Home but are not required to do so. To receive weekly flyers and communications, please sign up to receive our eFlyer.
15. Is my order confirmation email considered an official receipt?
No, your Official Sales Receipt will be provided to you when you complete your transaction at the store where you pick up your items. You must bring the Ready for Pick Up email with you as well as your photo ID and the credit card you used to make your purchase online as proof of purchase.
16. When is the full amount of my online purchases charged to my credit card?
Your credit card will be charged when you pick up your order at the store or 6 days after you place your order, which ever comes first.
17. Can I have the goods shipped to my house?
We don't offer ship-to-home through our eCommerce site. You may be able to arrange delivery through your local Home store. Contact your local Store Owner for more details on the services they offer. Additional charges may apply.
18. Can I order from a mobile device?
Yes, online orders can be placed on our mobile website using supported devices.
19. Will I earn Aeroplan® Miles on my online purchases? Will I still earn double or triple Miles if I shop online during an Aeroplan Miles promotion?
Yes, you will earn Aeroplan Miles on all purchases that would normally earn Aeroplan Miles in-store. Simply enter your Aeroplan number on the shopping cart screen and your Miles will be calculated and added to your account automatically. Bonus Miles offering during Aeroplan Promotions will still be credited to your Aeroplan account, but will not be calculated in the shopping cart on homehardware.ca.
20. I'm a U.S. resident. Can I still shop online on homehardware.ca?
Online shopping is only available in Canada. All online orders are shipped only to Home Hardware stores, all of which are located in Canada.
For online order related questions, please email Kibo direct or call 877-412-7467.