Frequently Asked Questions (FAQ)

Online Account

I have forgotten my password. What should I do?

  • You can request a new password for your BMR.ca customer account directly on our website. Click here and follow the instructions.
  • Please note that you cannot use your BMR 360 Card username and password to log into your BMR.ca customer account. If you don’t have a BMR.ca customer account, you will need to create one by clicking here.

Do I need an account to make a purchase online?

  • No, you are not required to create a customer account to order products online. However, with the customer account, you benefit from features such as order tracking, online order history, and wish list creation for future purchases.

Online Order

I am unable to finalize my order. Who can help me?

  • Contact our online customer service at 1-833-227-2220. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).

Why do I need to choose my BMR store?

  • When you select your BMR store, we can confirm the sale price and availability of our products in your local store. Product prices and quantities may vary from store to store.

I wish to cancel my online order. What should I do?

  • Contact our online customer service as soon as possible at 1-833-227-2220 or at [email protected]. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).

I made a mistake in my online order or my shipping address. What should I do?

  • Contact our online customer service at 1-833-227-2220 or at [email protected]. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).

How can I take advantage of the online clearance?

  • The prices of the products in the Online Clearance section of bmr.ca are only valid on online orders, even if the products can be found in stores. Prices are valid while stocks last and quantities may be limited.

Shipping

How will my online order be shipped?

  • You online order will be shipped with Purolator or Canada Post to the shipping address indicated during the finalization step of your order.*
  • If you select in-store pick-up, your order will be prepared at the selected store and you will receive an email when your order is ready for pick-up. Note that delivery is not included if you have chosen this option. If you need the store to deliver items meant to be picked up at the store, you must contact your BMR dealer to inquire about delivery possibilities. Fees will apply.

*BMR Group Inc. will ship all ordered products as per the selected delivery method to the address identified in the order confirmation. The delivery lead time specified by the company is only estimated. BMR Group Inc. cannot be held responsible for damages or fees resulting from delayed deliveries, and there is no assurance that delivery dates will be respected.

When should I expect to receive my order?

  • Covid-19: Due to the exceptional situation which prevails, home delivery time for parcels may take longer than normal. Please anticipate 7 to 10 days before receiving your online order, it could perhaps be faster. Thank you for your understanding.

How far do you ship?

  • We deliver all across Canada.*

*Orders shipped to remote areas can be reviewed by our Customer Service Department. Additional shipping fees can apply on orders shipped to remote locations, rural areas, and Canadian territories, at the sole discretion of BMR Group Inc. BMR Group Inc. reserves the right to cancel or edit orders at any time. In that case, the customer will be informed by email as soon as practicable.

How much are shipping fees?

  • Parcel delivery is free for purchases of $49* and over before tax, for items of 70 lb (31 kg) or less and 48 inches or less.** If your order totals less than $49 before tax, a shipping fee of $6.99 will be added to your bill.
  • For items of more than 70 lb (31 kg), a surcharge may be applied. A team member will contact you for details.
  • There are no shipping fees for online orders when you choose the in-store pick-up option. Please note that in-store pick-up is only offered by select stores at this time. View the list of stores that offer this option.

*Unless otherwise specified, product pricing does not include shipping and handling fees or any federal, provincial or territorial sales taxes. Shipping and handling fees as well as sales taxes are identified separately in each order confirmation, as applicable.**Exceptions : car shelters, large barbecues, bathtubs, water heaters, showers, large patio sets, stoves and fireplaces, trailers, building materials, outdoor power equipment, toilets, large vanities, tiles and flooring, batteries and some paint brands.

 

Can I pick up my online order from my BMR dealer?

  • The in-store pick-up option for online orders is only offered by select stores at this time. Find a store that offers this option.

  • If you select home delivery, your items will be delivered to the shipping address indicated when your online order was placed. To pick up an online order at a dealer, you must select the in-store pick-up option when placing your online order. This option is only offered by select stores at this time. Please note: you cannot change the delivery option once the transaction is completed.

It has been more than 4 business days and I still haven’t received my order. What should I do?

  • Contact our online customer service at 1-833-227-2220 or at [email protected]. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).

How do I track my order?

  • A confirmation e-mail with your tracking number will be sent to you when your order is ready to be shipped. This number allows you to track your order via Purolator’s website or the Canada Post's website. You can also track your order on your BMR.ca customer account.
  • For online orders with in-store pickup, you will receive an automatic confirmation email once your order has been placed. You will receive another email when your order is ready for pick-up. You can also track your order on your BMR.ca customer account.
  • You can always contact our online customer service at 1-833-227-2220 or at [email protected]. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).

In-Store Pick-Up

How do I know that my order was received?

  • Once you place your order, you will receive an automatic email confirming that your order has been received. You will receive another email when your order is ready for pick-up.

How quickly will my order be processed? How will I know when my order is ready?

  • Orders for in-store pick-up are usually ready within a few hours. You will receive a confirmation email when your order is ready for pick-up. Make sure you receive this email before visiting the store. If some items in your order are not in stock at the store, please allow seven to ten business days of processing time.

Where should I go to pick up my order in-store?

  • Once you receive the email confirming that your order is ready, simply visit the online order pick-up counter, which is usually located at the front of the store. Locate the Online Orders sign. Don’t forget to bring your PIN or photo identification.

Once my order is ready, how long will it be held in-store?

  • Once you receive an email confirming that your order is ready, you have ten days to pick it up. If you are unable to pick up your order in time, please contact your BMR dealer to let them know. After ten days, your order will be cancelled and a refund will be issued to your credit card. The selected items will no longer be reserved for you.

How can I cancel my order?

  • Contact our online customer service at 1-833-227-2220 or [email protected]. You can speak to a representative from Monday to Friday between 8 a.m. and 5 p.m. EST.

Can I cancel my order even if it is ready for in-store pick-up?

  • Yes. However, since you have already been charged for your order, we will need to issue a refund to your credit card.

What should I do if I have forgotten my PIN?

  • The PIN is a six-digit number that you must create in your shopping cart when placing your online order. You will be asked to provide it when you pick up your order in-store. If you have forgotten your PIN, you must show photo identification to pick up your order.

Can someone else pick up my order?

  • Yes. They must be 16 years of age or older and bring a copy of the confirmation email as well as your PIN to pick up your order.

Is the confirmation email considered an official receipt?

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

When will my credit card be charged for the order?

  • You will be charged the full amount of your purchases once your items have been set aside at the store, or when they are shipped from our distribution centre to the store if they are not in stock. Shipping from the distribution centre to the store is approximately seven to ten business days. Please note that your receipt may show two amounts if the items in your order are from the store and the distribution centre.

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

  • You will receive a confirmation email within minutes of placing your order and another email when your order is ready for in-store pick-up. If you have not received a confirmation or tracking email, contact our online customer service at 1-833-227-2220 or [email protected]. You can speak to a representative from Monday to Friday between 8 a.m. and 5 p.m. EST. Please note that certain items in your order may be shipped from our distribution centre, which may result in an additional processing delay of up to ten business days. If so, you may receive a tracking email seven to ten days after your online order is placed.

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

  • Some stores may offer delivery by truck. However, additional fees will apply. Contact your BMR dealer to inquire about this possibility.

Payment Methods

How can I pay for my order?

  • You can pay with Visa, MasterCard, American Express and PayPal.

Returns and Exchanges

How do online returns work?

The product I ordered online was damaged when it arrived. What should I do?

  • Contact our online customer service at 1-833-227-2220 or at [email protected]. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).

The product is defective. What should I do?

  • Contact our online customer service at 1-833-227-2220 or at [email protected]. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).

Can I receive a replacement product in store?

  • For inventory purposes, you must contact our customer service and return your item through Purolator. We will replace the item as quickly as possible.

I no longer have the original packaging of the product I would like to return. What should I do?

  • Unfortunately, products missing their original packaging cannot be returned.

I no longer have my receipt. Can I still get a refund?

  • For online purchases - Contact our online customer service at 1-833-227-2220 or at [email protected]. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).
  • For in-store purchases - Contact your local dealer to discuss the situation. Find your dealer’s contact information using the store locator.

I lost my return label. What should I do?

  • Contact our online customer service at 1-833-227-2220 or at [email protected]. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).

Prices

There is a price error in my order. What should I do?

  • Contact our online customer service at 1-833-227-2220 or at [email protected]. Our team members will be available to assist you from Monday to Friday between 8 a.m. and 5 p.m. (ET).

Does the price listed on the website include tax?

  • No, provincial and federal taxes are applied during the finalization step of your online order. Fees such as the “Eco-Fee” are included in the product’s retail price.

Experience

I found a product at my BMR dealer but cannot find it online. Why is this?

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