FAQ
Frequently Asked Questions
Ordering
Can I change or cancel my order?
Yes, as long as it has not shipped. Email info@decoreauremont.com with your order number as soon as you can, or call us during business hours. We refund the full amount to your original payment method.
What happens once I order?
You get an order confirmation by email straight away, and a second email with a tracking number as soon as your parcel leaves us.
Where is my order?
Check the tracking page. If you have not had a tracking email yet, your parcel has not reached the carrier.
Shipping and delivery
Where do you ship to?
Canada and the United States. If your country does not appear at checkout, we do not ship there yet.
How long does delivery take?
Within Canada, typically 12 to 22 business days in total, which is roughly 3 to 5 weeks. To the United States, typically 3 to 5 weeks depending on customs. Our goods ship directly from our suppliers abroad, which is why it takes longer than a warehouse in your own city would.
What does shipping cost?
Within Canada, $12.00 standard and free on orders of $75.00 or more. Express is $20.00. To the United States, it depends on your order value: $19.99 under $100, $34.99 from $100 to $299.99, and $59.99 at $300 and over. See the Shipping Policy.
Will I have to pay customs or duties?
Probably, and we would rather tell you now than let a courier surprise you.
In Canada, parcels arriving from outside the United States and Mexico attract duties plus GST and QST once the declared value passes CAD $20, and couriers add a brokerage fee.
In the United States, the $800 duty free allowance for courier parcels was indefinitely suspended on 24 June 2026. In practice you should expect an import duty and a customs entry or brokerage fee on your order whatever its value. These charges are set by customs, not by us, we do not receive any part of them, and we cannot calculate them in advance.
Why did my order arrive in more than one box?
If your order contains items from different suppliers, they ship separately, each with its own tracking number. You are only charged for shipping once. If you are in the United States, note that each parcel clears customs on its own and may carry its own charges.
Payment and taxes
What currency will I be charged in?
Our prices are set in Canadian dollars. If you are shopping from the United States, prices and shipping are converted and shown in US dollars at checkout using current exchange rates, and your card is charged in US dollars. If your card is issued in some other currency, your bank sets the exchange rate and may add a foreign transaction fee. That fee is your bank's, not ours.
Is sales tax added?
For orders delivered in Canada, yes. We are registered for GST and QST, so both are calculated at checkout and shown before you pay, and they are itemized on your receipt. For orders delivered to the United States, Canadian GST and QST do not apply. Any US import duties and customs fees are collected separately by the courier on delivery, as described above.
When am I charged?
In full at the moment you place the order. We never see or store your full card number.
Returns and warranty
Something arrived damaged, faulty or wrong. What now?
Email us with your order number and photographs. We will replace it or refund you in full, whichever you prefer, and we cover the return shipping.
Is there a warranty?
Everything we sell to consumers in Quebec carries the legal warranty of quality under the Consumer Protection Act. Goods must be fit for the use they are intended for and must last a reasonable time given the price and how they are used. That warranty applies automatically and cannot be waived.
Can I get my customs charges refunded?
Not by us, because we never receive them. They are paid to the customs authority and the courier. In Canada you may be able to reclaim duties and taxes on a returned item directly from the Canada Border Services Agency through its casual refund process. In the United States, refunds of duty on returned goods are handled by US Customs and Border Protection, and the courier that cleared your parcel is the best place to start.
Do not send a parcel back before contacting us. A return that arrives unannounced may not be traceable to your order.
Language
Ce site est également disponible en français. This site is also available in French. Use the language selector at the bottom of any page.
Still stuck?
Email info@decoreauremont.com or call (+1) 819-212-7565, Monday to Friday 09:00 to 17:00 Eastern. A person answers, usually within 24 to 48 hours on business days.