Contact Us + FAQ

Do you have a burning question? Consult our Frequently Asked Questions below for immediate answers!

Can't find the answer to your question, email your request at [email protected]

1.1 Why is tracking information unavailable for my package?

If you receive a message indicating that tracking information is unavailable for your parcel, it doesn't mean that your package hasn't been mailed. It may mean that:

  • There has been a delay between when your parcel was scanned and the availability of tracking information online. Please check again later.
  • Tracking information isn’t available yet. This may be the case in rural locations, or when information is provided by foreign postal administrations. Please check again later.
  • Your item was sent using one of the following services to U.S. or international destinations for which tracking information and delivery confirmation are not available:
    • Small Packet
    • Light Packet
    • Letter-post

We understand the difficulties that arise when you are unable to access up-to-date tracking information for your package. Please rest assured that our delivery experts are hard at work making sure that your package reaches its destination as quickly and safely as possible.

To receive the most up-to-date tracking information about your parcel, you can sign up for Delivery updates by email (Offered by Canada Post)

1.2 I'm trying to place an online order but my card isn't working. Why?

This occurs if your billing information does not match your payment account information. If problem persists, you must contact your bank.

1.3 I'd like to place an order. Do you accept Paypal?

Yes. Our accepted methods of payments include are all major credit and Paypal.

1.4 I placed an order but didn't receive a confirmation number.

If your order was complete, you will be redirected to our Thank You page. If you didn't receive your confirmation email in your inbox, please verify your Spam. If you still didn't receive your confirmation, please contact us at [email protected]

1.5 I can't find an item on your website. HELP!

We have over 40 000 products in-store, but a limited number online. If you are looking for a particular item, kindly provide the information by email so we may better assist you or call the nearest store location for immediate help.

1.6 The quantity I would like to order exceeds what is available online. Can I place a special order?

Under certain conditions, this may be possible. Please email your request to [email protected] 


1.7 I live in the US (or Overseas). Do you ship?

For International orders, please send your request to [email protected] so an agent may calculate the shipping costs.

Chef Tip: We highly recommend you create an account and Wishlist so you don't overlook any item. ;)

1.8 The item I want to order is out of stock. When do you expect to receive a new order?

If the status "Out of Stock" appears, please send your request by email to [email protected] . An agent may then contact our supplier to determine an estimated time of arrival. 

1.9 Can I place my order over the phone?

No. For security purposes, we do not accept orders by telephone.

2.1 What happens if I don’t pick up my order?

If your order hasn't been picked up after 30 days, your order will be cancelled and a complete refund will be issued.

3.1 What are your return policies?

At Ares, we want all our customers to be happy with their purchases.

Please note that an ARES proof of purchase is always required. 

If you wish to return an item, please read our online return policy carefully:


Unused: Full refund will be issued to the original payment method if product is returned within 15 days from the date of receipt. Must be unused in original packaging and in new condition. Refund will only be given to the original purchaser. If you are the recipient of a gift, you will receive a credit note for returned merchandise. For online purchases, shipping will not be refunded unless the return is a result of a manufacturer defect or a shipping error on our part and the return is made within 15 days from the date of receipt.

Defective: Replaced with the same item within 15 days of receipt. After 15 days, the manufacturer’s warranty will apply.

Conditions apply: Proof of purchase required for all returns. No returns on used or liquidation items, with the exception of a possible exchange in the case of defective items. Due to the nature of our business, we cannot accept any product for return if it has been used, unless defective, at which time it will be exchanged for the same product.


eturn Procedures

Please follow the procedures below if you wish to return an item that was shipped to you:

  1. Contact us to get a return merchandise authorization (RMA). Returns will not be accepted if they are not accompanied by a RMA.
  2. Pack the item securely in the original package.
  3. Enclose a copy of the documentation which accompanied your order. Be sure to keep a photocopy of this information for your records.
  4. All products must be returned in perfect condition, in original packaging, and with all paperwork, parts and accessories to ensure full credit.
  5. All return shipping charges must be prepaid. We will not accept C.O.D. deliveries.
  6. For your protection, we recommend that you use insured mail service for your return.
  7. Return the package to any of our stores in person or by mail to:

    Ares accessoires de cuisine
    2044 Route Transcanadienne
    Dorval, Quebec
    Canada H9P 2N4

  8. You will have 15 days from the date of delivery to return it for a refund. You will be refunded the shipping cost if the return is a result of a manufacturer defect or a shipping error on our part.
  9. For assistance please contact us.



Damaged or Defective Items

If you should receive a damaged or defective item, please contact us by email before destroying or throwing away the product or the packaging. Doing otherwise could cause us to refuse your return request.

Most items come with a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, contact the manufacturer directly.


4.1 What are the shipping rates?

Shipping Fees Within Canada*:

Total Order Cost Before Taxes Shipping Fee Before Taxes
$0.01-$98.99 $9.99
$99.00 and over $0
Remote Areas Determined by weight and size

Please note that we do not ship to P.O. Boxes.

*Excluding Canada Post defined remote areas

Delivery Address Accuracy:

In order to ship your package, we require a complete street address with postal code to insure that you get prompt delivery. We are not responsible for shipments that are delayed, lost, or misdirected due to an inaccurate address being provided. We will not be responsible if additional shipping charges are accrued because of incorrect or incomplete addresses.

5.1 Where are your store locations?
  • St-Leonard
    6874 rue Jean Talon E
    in proximity of Bonanza grocery store
    St-Léonard, Québec 
    Canada, H1S 1N1
    T.: (514) 255-3403

  • Dorval
    2044 Route Transcanadienne 
    Dorval, Québec 
    Canada, H9P 2N4 
    T.: (514) 683-3302

  • Centre Laval
    1550 Boul. Le Corbusier #501 
    Laval, Québec 
    Canada, H7S 1Y8 
    T.: (450) 902-1030 

  • St-Hubert (Longueuil)
    1501 Boul. des Promenades 
    St-Hubert, Québec 
    Canada, J3Y 5K2 
    T.: (450) 926-ARES (2737)  
6.1 How do I create an account?

You can create your account by following these simple steps:

1) Select "Login" at the top of the home page - as illustrated below:


2) Select the "Create an Account" button - as illustrated below:Subscribe

3) Fill out all the mandatory fields before completing your account.
Mandatory Fields

6.2 Do I need to create an account to place an order?

You do not have to create an account to make a purchase online. You can simply proceed at Checkout. 

If you do want to create an Account, please refer to Q&A 1.1.

7.1 Am I automatically entered in your contest if I am subscribed to your newsletter?

Yes. If you are subscribed to our newsletter, you are automatically entered.

8.1 How do I select the language of my choice?

Refer to your most recently received newsletter. In the footer, you will notice the option to "Update your preferences" (Iillustrated below):

Newsletter Footer

The link will direct you to your profile. Select the language of your choice and remember to saved your changes (Illustrated below):

Your Account Preferences

9.1 Can I use my gift card for online purchases?

No. Gift cards may only be use at one of our store locations.

9.2 Can gift cards be redeemed for cash?

No. Gift cards cannot be redeemed or exchanged for cash.