Frequently Asked Questions (FAQ)

Online account

I forgot my password, what can I do?

• You can request a new password for your BMR.ca customer account directly on our website. Follow these instructions to request a new password.
• Please note that the ID and password for your BMR 360 card cannot be used to log into your BMR.ca customer account. If you do not have a BMR.ca customer account, you must first create one. Click here to create a BMR.ca customer account.

Do I need an account to make an online purchase?

• No, it is not necessary to create a customer account to order products online. However, a customer account offers you several advantages, such as tracking your order status, viewing your online shopping history, and viewing your saved wish list of products for future purchases.

Ordering online

How can I be sure my order was received?

• As soon as your order is placed, you will automatically receive a confirmation email indicating that your order has been received.

I can't complete my order; can someone help me?

• Contact our customer service department at 1-888-504-0247. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

Why do I need to choose my BMR store?

• Selecting your BMR store allows us to confirm the selling price and availability of the items in a store near you. Prices and product availability may vary from store to store.

I would like to cancel my online order, what can I do?

• Contact our customer service department as soon as possible at 1-888-504-0247 or by email at [email protected]. A team member can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

I made a mistake in my online order or my mailing address, what can I do?

• Contact our customer service department at 1-888-504-0247 or by email at [email protected]. A team member can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

How can I take advantage of the online clearance?

• Product prices shown in the Online Clearance section of BMR.ca are valid for online orders only, even if the products in this section are also available in store. Prices are valid while supplies last and quantities may be limited.

How will my online order be delivered?

• If you select home delivery, your online order will be delivered by Purolator.
• If you select in-store pickup, your order will be prepared at the store you chose, and you will receive an email when your order is ready for pickup. Please note that delivery is not included with this option. If you would like the store to deliver the items prepared in-store, you must contact your retailer to confirm if this is possible. Truck delivery fees will apply.
• BMR will ship the product(s) you ordered according to the delivery method you selected and to the address indicated in the order confirmation. The delivery times provided by the company are estimates only. BMR disclaims any responsibility for damages or costs resulting from any delivery delay, as no guarantee is offered regarding delivery times.

What are the delivery times?

• Please allow 7-10 days for your online order to be received.

How far do you deliver?

• Parcel delivery is available in the following provinces: Quebec, Ontario, New Brunswick, Nova Scotia, Prince Edward Island, and Newfoundland and Labrador.
• If your address is located in another province or territory, you can still place an online order, provided it is delivered to an address in one of the provinces we serve.
• BMR reserves the right to cancel or modify an order at any time. If this occurs, the customer will be notified by email as soon as possible.

How much does parcel delivery cost?

• Parcel delivery is free for any online order of $49 or more before taxes.
• For any order under $49 before taxes, a $6.99 delivery fee applies.
• Unless otherwise indicated, product prices shown on BMR.ca do not include shipping and handling fees or applicable federal, state, or provincial sales taxes. Shipping and handling fees and taxes will be shown separately in the order confirmation for each order, where applicable.
• Some products are not eligible for parcel delivery due to their size, weight, or nature.

Can I pick up my online order at my BMR store?

• If you have selected parcel delivery, your items will be delivered to the postal address you provided when you made your online purchase. To pick up an online order from a store, you must select the store pickup option when ordering online. Please note that this option is not available at all BMR stores. Find a participating store. Please note that you cannot change the delivery option once the transaction is complete.

How do I track the status of my delivery?

• A confirmation email with your Purolator tracking number will be sent to you when your order is ready to ship. With this number, you can track the status of your delivery using the Purolator website. You can also track the status and delivery of your order by logging into your BMR.ca customer account.
• If necessary, contact our customer service department at 1-888-504-0247 or by email at [email protected]. A team member can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

Which stores offer truck delivery?

• If your favourite store offers truck delivery, a green checkmark will appear next to this delivery option on the product pages of our website.
• Many stores also offer truck delivery for in-store purchases. Contact your nearest store to learn more.

How long does truck delivery take?

• Delivery times may vary from store to store and depending on the time of year. For orders placed before 2 p.m., the store will contact you the same day. For orders placed after 2 p.m., you will be contacted within 24 hours to schedule the delivery date.

How much does truck delivery cost?

• The delivery fee by truck is $79.
• If your delivery requires the use of a boom truck, additional charges will apply. In addition, a $10 fuel surcharge may apply to any truck delivery, depending on the delivery area. These charges will be billed separately by the store at the time of delivery.

How far do you deliver by truck?

• We offer truck delivery up to 50 km from our delivery centres.
• Your postal code will be requested and validated while making your online purchase, to confirm if we can deliver to your address.

Do I need to be present during the delivery scheduled with the store?

• We ask our customers to be available at the address provided on the day of delivery. In case of absence, additional fees may apply.
• A photo ID will be requested upon delivery of your order.

Where will the products in my order be delivered?

• BMR offers delivery to the customer's driveway. For specific requests, please contact your store.

How long does it take to process my order?

• Order picking for the in-store pickup option usually takes only a few hours.
• If the store does not have all the items you ordered in stock, please allow seven to ten business days for processing.

How will I know when my order is ready?

• You will receive a confirmation email when your order is ready for pickup. Please wait until you receive this email before going to the store.

Where do I go for in-store pickup?

• When you receive the email confirming that your order is ready, simply go to the online order pick-up counter, which is usually located at the front of the store. Look for the Online Orders sign. Please remember to have your photo ID on hand.

When my order is ready, how long do I have to pick it up at the store?

• Once you have received the email confirming that your order is ready, we ask that you pick it up within 10 days. If you are unable to pick up your order in time, please contact your BMR dealer and advise them.

How do I cancel my order?

• Contact our customer service department at 1-888-504-0247 or by email [email protected]. A member of our team can assist you Monday through Friday, 8 a.m. to 5 p.m. ET.

Can I cancel my order, even if it is ready to pickup in store?

• Yes. However, since the order will already have been billed, we will have to refund your credit card.

Is the confirmation email considered an official invoice?

• No. You will receive your official invoice when you pick up your order in store. Your confirmation email showing the order number can be used as official proof of purchase.

When is my order charged to my credit card?

• We will preauthorize your purchase once the items are set aside in the store or shipped from our distribution centre to the store, if the store does not have the items in stock. Delivery time from the distribution centre to the store is approximately seven to ten business days.
• Please note that your invoice may show two amounts when the items in your order come from both the store and the distribution centre.

I still haven't received a tracking email for my order. What should I do?

• A confirmation email is sent to you within minutes of placing your order online, and another email is sent to you when your order is ready for pickup in store. If you have not received a confirmation email or follow-up, please contact our customer service department at 1-888-504-0247 or by email at [email protected]. You can speak to a representative Monday through Friday, 8:00 a.m. to 5:00 p.m., ET.
• Please note that some of the items in your order may originate from our distribution centre, which may cause additional order preparation time of up to 10 business days. In this case, you may receive a follow-up email within seven to ten days of your online order.

Can I have my order delivered if I have chosen in-store pickup as an option?

• Some stores may offer truck delivery. However, additional fees will apply. We recommend that you contact your BMR dealer to inquire about the possibilities.

Payment method

What payment methods can I use to pay for my order?

• You can pay with Visa, Mastercard, American Express, or PayPal.

Returns and exchanges

How do online order returns work?

• Learn all about returns by reading the Return and Exchange Policy.

The product I ordered online was damaged when I received it, what can I do?

• Contact our customer service department at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

The product is defective, what can I do?

• Contact our customer service department at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

Can I return my defective or broken product to the store?

• Products purchased online and delivered by parcel must be returned by mail. Please complete the following form to start the return process or contact our customer service by phone at 1-888-504-0247, Monday to Friday from 8 a.m. to 5 p.m. (ET), or by email at [email protected].
• Some stores accept returns of online purchases. Please contact your retailer before going to the store.
• Please note that if your order was picked up in-store, it can only be returned in-store.

I no longer have the original packaging for my product and would like to exchange it, what can I do?

• Unfortunately, it is not possible to return a product without the original packaging.

I no longer have my invoice; can I get a refund?

• For online orders - Contact our customer service department at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.
• For in-store purchases - Contact your local dealer to discuss the situation. Find your merchant's contact information in the store locator.

Price

There is a pricing error on my order, what can I do?

• Contact our web customer service at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

Does the price posted on the website include taxes?

• No, provincial and federal taxes will be added at the time of finalizing your online order.

Experience

Why can't I find a product I saw at my BMR dealer?

• It is possible that some products available in store are not displayed on our website. Availability may also vary from one BMR dealer to another.