FAQ

FAQ: ONLINE ORDERS

Here are the most frequently asked questions from our customers, with straightforward answers.

Website Browsing

Are all Hebdraulique products available for sale on your website?

No. While we show a vast selection of Hebdraulique products on our website, our range of hydraulic, pneumatic et industrial products is much wider than what is currently shown online. If you cannot find a specific item, do not hesitate to contact us directly. It will be our pleasure to provide you with additional information and assist you in finding the product you are looking for.

We also regularly add new products to the website.

Why are some Hebdraulique products shown on the website not available for online purchase?

Due to logistical constraints, some of the products shown on the website (for example: hoses, tubes and piping, assemblies, equipment, oils & lubricants) cannot currently be sold through the website and appear with the mention “This product is not available for purchase online”. If you want to purchase such an item, you can do so by contacting us directly.

How can I select an item?

You have found a product within a category that interests you? Simply click on its picture to access its product page, where you will find detailed technical information. Once there, you can select the features you are looking for, such as size, thread, material, and quantity.

All items that can be ordered online with show an “Add to my cart” button. Simply click on it when you have found the product you are looking for.

At this stage, your purchase is not yet completed. You can continue browsing through our online catalog and add other Hebdraulique products to your cart. All selected items will remain in your cart until you choose to check out and complete your online order.

How can I make sure that the descriptions and technical information on the product pages are exact?

We endeavour to provide relevant and correct descriptions and technical specifications for the products on our website. Despite our efforts, mistakes can sometimes occur.

Moreever, technical specifications can vary slightly from one manufacturer to another for the same product.

Rest assured that we take every effort to rectify any inaccuracies in our product pages as soon as we are informed. Your assistance is appreciated, and you can notify us of any errors or inaccuracies by an email at web@hebdraulique.ca. Your contribution helps us maintain the quality of our product information.

How can I finalize my online order?

Once you have added products to your cart, you may proceed to checkout. To do so, look to the top right of the webpage and click on the cart icon. Once on the cart webpage, the following actions are available to you:

• Preview the full list of items you have selected;
• Change quantities or remove items if you want;
• Select shipping method and obtain shipping rates for all items in your cart;
• Proceed to secured payment of your order.

Once these steps are completed, you will only have to wait for your Hebdraulique products to be delivered.

Is your website safe?

Absolutely. Each order is processed securely using the SSL Web protocol, the industry standard guarantying data safety and integrity. Moreover, we use a payment processing platform that scrupulously follows the Payment Card Industry (PCI) security standards, thereby ensuring the protection of your payment information. You may thus make your purchases with complete peace of mind, knowing that your data is secured.

Also, all website data is stored within Canada, affording improved security and confidentiality to your data.

Does your website hebdraulique.ca use browser cookies?

Yes. The website hebdraulique.ca uses browser cookies to retain information you have provided in accordance with applicable Québec and Canadian regulations. The goal of this practice is to provide a personalized and practical experience, so that you do not have to reenter some date each time you visit the website. Cookies are essentials to improve the user-friendliness and efficiency of our online platform. By continuing to use our website, you consent to the use of such cookies in accordance with our privacy policy.

You can manage your cookie settings by clicking the “show cookie settings” link at the top of the website.

 

Online Account

Must I have an account on your website to make online orders?

Yes. It is necessary to create an account on our website, either a regular or commercial account, in order to make orders in our online store. Registration is fast and simple. Creating an account will also afford such benefits as access to your order history, the faculty to add alternative delivery addresse, and more.

What can I do if I forgot my account password?

If you have lost your password, simply click on the “Log In” button, then “Forgot your password?”. Follow the instructions on the webpage to receive an email containing the detailed process to reset your password safely.

It is recommended to change your password from time to time. To do so, log into your account, select “My personal information” in the menu, and click the “Manage my information” button. Change your password, then click “Save changes”.

How can I change my email address or phone number in my Hebdraulique online account?

To update your contact information such as your email or phone number in your Hebdraulique online account, simply log into your account, then select “My personal information” in the menu, and click the “Manage my information” button. Once you have entered your new contact information, do not forget to click the “Save changes” button.

How can I add or change a shipping address in my online account?

To add or change an address in your online account, start by logging into your account. Then, click on “My addresses” in the left-hand menu. Alternatively, your access this feature directly from your account’s home page by clicking either the “Manage all addresses” or “Add an address” buttons. Once you have made all necessary changes, make sur to click the “Save changes” button.

 

Online Orders

How can I track my online order?

As soon as your Hebdraulique order ships, you will automatically receive an email with your tracking number. This number will allow you to track your package’s progress in real time.

Can I change or cancel my order?

You may change or cancel an order you made through the Hebdraulique website, in part or in total, by sending an email to web@hebdraulique.ca. Please provide the number of the order you wish to change or cancel.

If your order has already shipped, il will unfortunately no longer be possible to change or cancel it. However, you may submit a return or exchange request by email to our customer service once your receive your order.

What is your return policy?

Click here to consult our return, exchange, and reimbursement policy.

Can I order all products online?

No. Currently, only items with an “Add to cart” button can be purchased through our website.

Products that are oversized, overweight, fragile, or dangerous are not available for online purchase at this time. However, we work actively to widen our range of products available online. In the meantime, do not hesitate to contact our customer service for any specific question or inquiry concerning such products.

What are the methods of payment accepted on your website?

Currently, we accept payment by VISA, MASTERCARD and AMERICAN EXPRESS for all orders made through our website. Please note that your invoicing address must correspond to the address on your credit card statement.

Can I use more than one card to pay for a single purchase?

No. For the time being, our system does not allow multiple payment methods on a single order.

What happens if one or more products on my order are out of stock?

If one or more items in your order are out of stock, do not worry. Our team will contact you as soon as possible and present the various options available to you. You may then choose from the following solutions :

• Cancel your order for the out-of-stock item with full reimbursement on the payment method used at the time of purchase;
• Replacement by a similar product with your approval;
• Wait for the item to be back in stock, with an estimation of the shipping time.

Is there a minimum purchase amount required to make an order online?

No. You do not have to reach a minimum purchase amount to make an order through our website.

How can It check the status of my online order after making it?

Once your Hebdraulique order has shipped, you will receive a notification by email containing your tracking number. This number will allow you to track online the progress of your order. Moreover, to check on the status of your online order, simply log into your account and browse to the order history section.

Why did I receive no email confirmation after making an order online?

It is possible that you did not receive our confirmation email after making an order online. This may be for a variety of reasons, often out of our control. Some email service providers may block transfer of our emails or automatically redirect them to the spam folder of your email inbox.

We recommend checking your spam folder to verify whether our confirmation email has not been inadvertently filtered. If after verification you still do not find our confirmation email, please contact us directly at the following address: web@hebdraulique.com.

What can I do if there is an issue with my order?

If you encounter any issue with your order, whether it be a missing or damaged item or any other concern, we strongly recommend you contact us immediately. Our customer service team will assist you with pleasure to resolve any issue as soon as possible.

How can I contact your customer service?

To reach our customer service, you have multiple options available. You can reach us by email at web@hebdraulique.ca, by phone at 1-800-461-5966, or by using our contact form available on our website. Our customer service team is there to assist you and answer any question or concern.

 

Shipping

When are orders delivered?

Packages are delivered Monday to Friday from 9:00 a.m. until as late as 8:00 p.m. for residential addresses or from 9:00 a.m. to 5:00 p.m. for business addresses. There are no deliveries on statutory holidays like Christmas Day or New Year’s Day. Delivery is subject to Canada Post’s shipping delivery standards. Once your order has shipped, you will receive an email notification containing your tracking number, allowing you to track the status and progress of your package in real time.

What is the delay for shipping my order?

We endeavour to process and ship all orders within a delay of 1–2 working days, subject to the availability of the items ordered. If shipping is delayed for some items, we will reach out to you by email with an estimate of the shipping date for each item.

When can I expect to receive my online order?

In general, we aim for you receiving your order within a delay of 2–7 working days. Please note that delivery times may be longer in remote locations. Delivery is subject to Canada Post’s shipping delivery standards. Nonetheless, rest assured that we make every effort so that your Hebdraulique online order reaches you within the best delay.

What are the shipping rates?

The total cost of delivery is calculated in function of the weight, size, and destination of the package. To find the shipping rate for a specific item :

1. Log into your account
2. Add a delivery address
3. Add the item to your cart
4. Click on “Checkout”
5. Select a shipping method
6. If you want to change the quantity, click on “Return to cart”.

Shipping rates will be added to the total amount of your order when you “Proceed to checkout”.

Who makes the delivery?

Online orders are shipped through Canada Post. When your order ships, you will receive an email confirming the delivery service.

Do you deliver to any region in Canada?

We delivery to any region in Canada covered by Post Canada’s services, excepting Newfoundland-and-Labrador (this province is covered by our subsidiary Hebdraulique N.L., which can be contact by email: hebnl@hebdraulique.ca or by phone: 709-364-3776).

Can I track my order only?

Certainly. Once your order has shipped, you will receive a confirmation email from Canada Post, including your tracking number. With this number, you can monitor the progress of your package’s delivery in real time. It is important to note that in order to send your items to you as quickly as possible, your items can be sent in several shipments. In this case, you will receive several shipping notice, each corresponding to a separate shipment.

What must I do if my package does not arrive at the indicated time?

If your order is late, lost, or marked as delivered despite you not having received it, please contact us immediately. Our customer service team will assist you in resolving this issue and in locating your package, with pleasure. We understand the importance of receiving your items within the anticipated shipping time and we will do our best to correct the situation quickly.

 

In-store Pickup

How can I select a Hebdraulique service center for in-store pickup?

On step 1 of making your order, select “Pick up in store” as a shipping method, then select a store in the drop-down menu. Currently, Hebdraulique Saint-Leonard (Montreal) is the only service center offering in-store pickup.

Are there any fees for in-store pickup?

No. In-store pickup of your order is completely free.

How can I pick up my order in-store?

To pick up your online order in-store, simply follow the instructions provided in the confirmation email stating that your order is ready to be picked up. Once at the store, make your way to the service counter and state that you are picking up an online order. Make sure that you have the pickup confirmation email for your online order with you in order to simplify the process.

When will my order be ready to be picked up in-store?

The time required for preparing your Hebdraulique order is usually between 1–2 working days.

Once your order has been prepared, you will receive a confirmation email informing you that the order is ready to be picked up at our service center. It is important to wait until you receive this email before going to the service center to pick up your online order, because if you attempt to do so beforehand, it is probable that the order will not yet be ready for pickup.

Is there a maximum period for picking up my online order?

Yes. You have seven working days to pick up your order, starting from date of the pickup confirmation email.

If you cannot pick up your order within this 7-day period, it could be canceled, and you would then receive a reimbursement according to the payment method used for the initial purchase.

Can I pick up my online order in any Hebdraulique service center?

At this time, this service is only available in our Saint-Leonard (Montreal) service center. However, we are considering extending this service to our other branches in the future, in order to offer you improved flexibility in choosing your pickup location.

Is it possible to return or exchange an item after picking up an order in-store?

You can request a return or exchange, in whole or in part, in-store either on the day of pickup or within 30 days of the purchase date. Any return or exchange is subject to our return, exchange, and reimbursement policy. For more details, please refer to our webpage concerning returns and exchange.

If applicable, your reimbursement will be processed according to the initial payment method used for the initial purchase. Please note that a period of 24 to 72 hours is usually required, depending on your financial institution, for the reimbursement to appear on your statement. Once this period is past, we encourage you to contact your financial institution for additional information.