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 ONLINE ORDERS
1.1 Why is tracking information unavailable for my package?
We ship orders with various carriers such as Canada Post, UPS, Canpar, Purolator, and others. Upon the shipment of your order, you will receive a tracking number.
If a message indicates that tracking information is not available for your parcel, it does not necessarily mean it hasn't been shipped. This could be due to the following reasons:
- There may be a delay between scanning activities and the availability of tracking data online. Please check back later.
- Tracking data may not yet be available, especially in rural areas or when information is provided by foreign postal administrations. Please check back later.
- We understand the frustration of not being able to access tracking information for your order. Rest assured, our delivery experts are diligently working to ensure your item arrives at its destination as quickly and safely as possible.
If you're unable to track your order or unsure which carrier to check for tracking, feel free to contact us for assistance.
1.2 I'm trying to place an online order but my card isn't working. Why?
This occurs when the billing information does not match the bank account holder's information or if your IP address is hidden. If the issue persists, please 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.
Once your order is completed, you will be automatically redirected to a confirmation page on our website. Additionally, you will receive a confirmation email. If you haven't received this email, please check your spam folder or contact us at [email protected].
1.5 I can't find an item on your website. HELP!
We offer over 40,000 items in-store; however, the number of items available online is limited. If you are looking for a specific product, please send us your request by email or contact the nearest branch to you for an immediate response.
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 Do you ship internationally?
Yes, we do ship internationally. However, to place an order, please contact us directly so that we can calculate the specific shipping costs for your shipment (which are at your expense). To do so, we will need the list of products you wish to purchase as well as your complete address. For assistance with your order, feel free to email us at [email protected].
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 IN STORE / CURBSIDE PICKUPS
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 RETURNS AND REFUNDS
3.1 What are your return policies?
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At Ares, we want all our customers to be happy with their purchases.
Please note that an ARES proof of purchase is always required.
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If you wish to return an item, please read our online return policy carefully:
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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.
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| Return Procedures
Please follow the procedures below if you wish to return an item that was shipped to you:
- Contact us to get a return merchandise authorization (RMA). Returns will not be accepted if they are not accompanied by a RMA.
- Pack the item securely in the original package.
- Enclose a copy of the documentation which accompanied your order. Be sure to keep a photocopy of this information for your records.
- All products must be returned in perfect condition, in original packaging, and with all paperwork, parts and accessories to ensure full credit.
- All return shipping charges must be prepaid. We will not accept C.O.D. deliveries.
- For your protection, we recommend that you use insured mail service for your return.
- 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
- 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.
- For assistance please contact us.
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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.
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4 SHIPPING
4.1 What are the shipping rates?
Shipping Fees Within Canada*:
| Total Order Cost Before Taxes |
Shipping Fee Before Taxes |
| $0.01-$94.99 |
$9.99 |
| $95.00 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 STORE LOCATIONS
5.1 Where are your store locations?
- 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 ONLINE ACCOUNT
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:
3) Fill out all the mandatory fields before completing your account.
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 GIFT CARDS
7.1 Can I use my gift card for online purchases?
No. Gift cards may only be use at one of our store locations.
7.2 Can gift cards be redeemed for cash?
No. Gift cards cannot be redeemed or exchanged for cash.
