How will my online order be shipped?

• You online order will be delivered by Purolator.
• 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.

When should I expect to receive my order?

• Please anticipate 7 to 10 days before receiving your online order.

How far do you ship?

• We deliver all across Canada.*

How much are shipping fees?

• Delivery for the provinces of Quebec, Ontario and New Brunswick is free with any online order of $49 or more before taxes. If your order is under $49, shipping is only $6.99.
• For other Canadian provinces and territories (British Columbia, Alberta, Saskatchewan, Manitoba, Nova Scotia, Prince Edward Island, Newfoundland and Labrador, Yukon, Northwest Territories and Nunavut) a delivery charge of $45 is applicable for deliveries regardless of the total amount of the order.
• 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.

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 customer service at 1-888-504-02470 or by email [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 customer service at 1-888-504-0247 or by email [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 photo identification.

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

• Once you receive the email confirming that your order is ready, we asked that you pick it up within the following 10 days. If you are unable to pick up your order in time, please contact your BMR dealer to let them know.

How can I cancel my order?

• Contact our online customer service at1-888-504-0247 or by email at [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.

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 cannot 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 customer service at 1-888-504-0247 or by email [email protected]. You can speak to a representative from Monday to Friday between 8 a.m. and 5 p.m. ET. 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?

• You will find all the details for returning products purchased online in the “Return and Exchange Policy ” section.

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

• Contact our customer service at 1-888-504-0247 or by email [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 customer service at 1-888-504-0247 or by email [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 customer service at 1-888-504-0247 or by email [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 customer service at 1-888-504-0247 or by email [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 customer service at 1-888-504-0247 or by email [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.