Frequently Asked Questions

  • Can I find the same products online and in-store?

    The majority of products can be found both online and in-store. Some products are exclusive to online shopping. Due to their size, the Saint-Jérôme and Saint-Bruno branches have a larger inventory. 
  • How can I return a product I ordered?

    Visit a store with your receipt within 30 days or go online and refer to the return policy.
    Please consult the policy for more details or contact customer service at 1-833-655-1060 or via email.
  • How can I cancel my online order?

    Contact customer service directly at 1-833-655-1060 or via email at Cancelling an order is not guaranteed. Our advisors will explain the procedure to follow based on the status of your order.
  • What are the delivery fees?

    Please refer to the delivery policy.
  • How can I pick up my package in-store?

    In-store pickup is currently not an active delivery option. It will be available soon. For more information, contact customer service or your preferred store.
  • Which carrier will deliver my order?

    We work with different carriers depending on various regions and package variations. Please consult the delivery policy. Our Hachem delivery personnel handle certain deliveries near our stores.
  • How can I use my gift card?

    Currently, gift cards can only be used in-store. For online usage, contact our online service via email.
  • What should I do if I can no longer log into my online account?

    Contact customer service directly at 1-833-655-1060 or via email.
  • How can I update my personal information on my online account?

    Log in to your account, then select the "My Account" icon. You will be able to modify the information of your choice.
  • How can I use my loyalty points online?

    During the checkout process, click on "Use Loyalty Points."
  • Where are your stores located?

    Click here to find the contact information for our stores.
  • What are the payment methods?

    Online, only credit card payment is accepted: Visa, MasterCard, and American Xpress. In-store, we accept credit cards, debit cards, and cash.
  • Can I place an order over the phone?

    Yes, however, we recommend visiting the website to have as much information as possible about the desired products. Please note that we will require the same information as when creating an online account.
  • What are the delivery fees?

    Please refer to the delivery fee policy.
  • What are the terms and conditions of the "Buy More, Save More" promotional program?

    All "Buy More, Save More" promotions are valid indefinitely, in-store and online. To take advantage of the promotion, you need to buy multiple units of the same size. No promotional code required; the promotion is automatically applied to the cart. While supplies last. The promotion is additional to the last price listed for members of La Famille Hachem rewards program. Promotion not applicable on previous purchases and special orders. Cannot be combined with any coupon, offer or promotion. Certain conditions may apply.

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