Frequently asked questions

Shipping and Delivery

Unfortunately, our system does not allow us to forward special instructions to Canada Post. If the package cannot be delivered to your address, it will be taken to the nearest post office, where you can pick it up.
Unfortunately, we currently do not offer gift wrapping or gift box options.
If you would like a gift receipt, please contact our customer service.
If no one is available at the delivery address, Canada Post will leave a notice, and your package will be held at the nearest post office for pickup.
Once your order has been shipped, you will receive a second email containing your invoice number. As soon as Canada Post handles your package, you will also receive your tracking number by email (this email may be directed to your junk mail folder).
Orders are processed on business days, from Sunday to Saturday, during our opening hours, except on federal holidays in Canada. Shipping is handled by Canada Post unless otherwise specified. Deliveries take place from Monday to Friday, between 9 AM and 5 PM. The delivery time estimated by Canada Post is 2 to 4 business days (which can extend to 5 to 7 days during peak periods) after shipment. The normal shipping time for rural areas and postal counters is 7 to 10 business days after shipment.
The delivery time estimated by Canada Post is 2 to 4 business days (which can extend to 5 to 7 days during peak periods) after shipment. The normal shipping time for rural areas and postal counters is 7 to 10 business days after shipment. During the busy holiday season, we regularly update the delivery information on the Shipping Policy page of our website. If no new updates are mentioned, it means that the standard delivery times apply. Click here to view the Shipping Policy page.
Unfortunately, we do not offer the option to include a card or personalized message with your shipment at this time.
After selecting your payment method, go to the 'Billing Address' section and uncheck the 'Use the same address for shipping' box. A 'Shipping Address' section will appear below, where you can enter the alternative address.
Currently, we only deliver within Canada. Unfortunately, we do not offer international shipping.
After finalizing your order, you will receive a confirmation email with your order number. Once shipped, a second email will be sent to you containing your invoice number. As soon as Canada Post handles your package, you will also receive your tracking number by email (this email may sometimes end up in your junk mail folder). If you have not received an email after placing your order, please contact us promptly so we can make the necessary checks. Click here to see how to contact our customer service.

In-Store or Curbside Pickup

Yes, during the confirmation of your order, you can indicate whether you will be the person picking it up or mention the full name of another person authorized to do so. Please note that identification will be required at the time of pickup.
We will do our best to prepare your order quickly. You will receive a confirmation email once it is ready. To avoid an unnecessary trip, we recommend that you do not come to the store until you have received this confirmation.
For a product to be reserved for pickup, the transaction must be fully completed and paid. The product will then be reserved for a maximum of 7 days, unless prior arrangements have been made with our Customer Service. If the order is not claimed after this period, our Customer Service will attempt to contact the customer. If we are unable to reach them, the total amount of the order will be refunded. If you need more time to pick up your order, please contact our customer service to let us know.
Parking spaces are reserved at the front of the store for curbside pickup. Look for the signage and park your vehicle in one of the numbered spots. Then, call the number indicated on the sign (581-872-5990) and mention your order confirmation number. An associate will bring your order to your car, contactless.

Assortment

Some items are part of an assortment, and it is not possible to choose the model or color online. These items are shipped based on a random selection of color or model, depending on availability. Additionally, these products may only be available in-store.

Ordering and Billing

No, your invoice will only be sent to you by email.
Unfortunately, orders CANNOT be changed, modified, or canceled directly on our website once they have been placed. If you have any questions regarding our items before placing your order, encounter technical issues during your order, or change your mind, please contact our customer service promptly.
Yes, we accept purchase orders. However, they must be made out to our administration. Please contact us for more details.

Refund or Exchange

If the product is not defective but does not meet your expectations (whether you purchased it online or in-store), you may return it within 45 days of purchase. Here are the two ways to proceed:
• Through the courier service of your choice, at your expense
• Return it in person at the store to avoid shipping fees

Conditions:
To receive a refund, the item must be returned in its original packaging, with all its parts, in resale condition, within 45 days of the purchase date.
When returning an item, the purchase price as well as all applicable taxes will be refunded. However, no handling or shipping fees will be refunded, and return shipping costs, if applicable, will be at your expense. The refund will be processed according to the payment method used at the time of purchase.

Click here to visit the return policy page.

We invite you to consult our return policy page, where you will find all the necessary information for exchanges and refunds, as well as the return authorization form. Click here to visit the return policy page.

Others

Please contact our customer service to find out the procedure to follow.
Phone: 418 624-9451
Toll-free: 1 844 337-5683
serviceweb@clubjouet.com
Please note that customer service for the online store is open Monday to Friday from 9:00 AM to 5:00 PM and is closed on holidays.
Yes, we have gift cards! You can purchase them here: https://www.clubjouet.com/fiche-produit.asp?item=CARTECADEAU and in-store.
Here is our address:
1100 Bouvier Street, Suite 153
Quebec City, QC G2K 1L9
Phone: 418 624-9451
Toll-free: 1 844 337-5683
serviceweb@clubjouet.com
Please note that customer service for the online store is open Monday to Friday from 9:00 AM to 5:00 PM and is closed on holidays.