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Your Frequently Questions Answered.
You do not need to create an account in order to place an order; you can check out as a guest.
Creating an account has a number of benefits. You can review the status of your current and past orders, identify your favourite stores and products for easier online shopping, store multiple addresses for delivery to make online checkout more efficient, and manage how you receive adott emails about special offers and upcoming products.
You will only receive emails about your account or orders you’ve placed. Additional emails about special offers and upcoming products will only be sent to account holders who have opted in to receive such messages. Account holders can unsubscribe from receiving these emails at any time, by simply updating their profile preferences or by following the unsubscribe link in any special offer or promotional email that they’ve opted in to receive.
Product selection and availability vary between our stores and our website. If you see a product in a store, it might not be available online, and vice versa.
If a product is available to purchase online there will be an “Add to Cart” button beside the product.
You can check the Adott.ca website or phone app later to see if an item is back in stock or you can check availability at adott stores. Unfortunately, we cannot create a back order for a product that is out of stock.
Only products that are available for purchase online can be added to your cart. If a product is available for purchase online, you will not be able to add it to your cart if there is not enough inventory available for the quantity you requested, or if the product is out of stock. If a product is not available for purchase online or is out of stock online, an “Add to Cart” button will not appear beside the product.
Your cart must contain at least 1 item and the minimum order value is $50. The maximum quantity in a cart is 480 items and the maximum order value is $5,000. The minimum and maximum order values are before shipping charges and taxes and are subject to change without notice
Payment can be made by VISA, MasterCard or American Express. Complete payment information, including credit card account number, security code, expiry date, as well as the address associated with the credit card, must be provided at time of ordering.
Unfortunately we cannot accept gift cards for online purchases at this time.
When you place an order, an authorized hold will be made on your credit card to ensure there are available funds for your purchase. If the balance is available, the amount of your purchase will be reserved on your credit card (therefore this amount will not be available for other purchases). Your credit card will be charged once your Standard Home Delivery, Next Business Day Home Delivery or Deliver to Store order has shipped, or your Same-Day Pickup order is ready to be picked up.
If we encounter a problem processing the payment for your order, your order will be cancelled and you will receive an email notification that your payment was declined. If you would still like to make the purchase, you will need to place a new order using another credit card.
Your receipt will be attached to the Shipping Notification email for Home Delivery orders or to the Ready for Pickup Notification email for Deliver to Store orders. It will be provided to you at the store if you’ve selected Same-Day Pickup.
Currently you cannot send orders in a single transaction to different locations. If you are ordering products to send to different shipping addresses, you need to place separate orders in separate transactions.
With Same-Day Pickup, you are able to place an online order from the selection of products available at a participating adott store and pick up the order within the same day if ordered more than 1 hour before store closing (subject to store hours, order volume, and product availability).
Please note: We are working hard to ensure orders placed can be picked up the same day. However, we are experiencing an exceptional order volume so you may experience delays in picking up your order at certain stores. Please wait to receive your Ready for Pick Up Notification email before visiting your selected adott store.
We are working to provide more support in those stores and appreciate your patience as we find solutions. As a reminder, we are also operating on reduced hours and Sunday to Thursday 10.00 AM to 12.00 AM, Friday Saturday 10.00 AM to 2.00 AM, Curb Side pickup Available. If you place an order on Monday, it should be available for pick up on Monday.
All products that are in stock at your selected participating adott store will be available for Same-Day Pickup. Online exclusive products and Vintages Shop Online products are only available for Home Delivery or Deliver to Store and cannot be purchased for Same-Day Pickup.
There is no extra charge for this service. Similar to Standard Home Delivery, Next Business Day Home Delivery and Deliver to Store orders, there is a minimum $50 order value required to use this service.
We recently expanded the service to more stores and are currently working hard to add other locations as quickly as possible. To see a full list of current participating stores.
Please note that we are currently experiencing high order volume which may result in orders taking longer than normal to be ready for pickup. We appreciate your patience.
Orders placed more than 1 hour before store closing will normally be eligible for pickup within the same day, subject to order volume and product availability. Orders placed less than 1 hour before store closing, after store closing, or on holidays should be available for pickup on the next day that the store is open. In your shopping cart, prior to checking out, there will be an up-to-date forecast of when your order may be ready for pickup at the store. You will also receive a Ready for Pick Up Notification email when your order is ready to be picked up at your selected adott store.
After placing a Same-Day Pickup order, you will receive two emails: (1) an Order Confirmation, when your order is received, and (2) a Ready for Pickup Notification, when your order is ready for pickup at the selected adott store. If you’ve assigned an alternate person to pick up your order at the store, the designated person will also receive the two emails.
To complete your pickup, please bring the following:
We are working hard to ensure orders placed can be picked up the same day. However, we are experiencing an exceptional order volume so you may experience delays in picking up your order at certain stores. We are working to provide more support in those stores and appreciate your patience as we find solutions. As a reminder, we are also operating on reduced hours and Sunday to Thursday 10.00 AM to 12.00 AM, Friday Saturday 10.00 AM to 2.00 AM, Curb Side pickup Available. If you place an order on Monday, it should be available for pick up on Monday.
We will notify you by email if any of your items become unavailable after you place your order.
While customers must enter the stores to pick up their orders, we will make every effort to minimize time spent in line or in store when picking up an order placed online.
There is a designated line for customers picking up Same-Day Pickup orders. When you arrive at the store, follow the Same-Day Pickup signage and head to the designated order pickup area.
When you pick up your package in store, or receive your delivered package, we ask that you examine it closely. If you are not completely satisfied with a product, you may return it to any adott store for a refund equal to the purchase price (excluding the amount of the delivery charge (if any) for such product), subject to the following conditions: (i) the product must be in saleable condition, (ii) the product must be returned within thirty (30) days after pickup or delivery, and (iii) the product must be accompanied by the original receipt. Returns will not be accepted without your receipt as proof of purchase. However, if you receive a defective product, a receipt is not required to return the defective product to the adott. All Product returns must be made in person at an adott store and require the customer’s name, address and telephone number and the customer’s signature to acknowledge receipt of the refund. Customers returning product must also show valid, government-issued photo ID to verify their identity. The adott will issue you a refund (i) by a credit to the credit card that you used to purchase such products, or (ii) by issuing a gift card, if you are unable to provide the adott the credit card used for the original purchase. Please note that delivery charges and charitable donations are non-refundable.
UPDATE TO POLICY IN RESPONSE TO COVID-19: Stores are not accepting product returns at this time. Customers wishing to return products should hold on to the product and receipts until adott re-establishes product returns at stores in the future.
When you submit an order, you are representing that you are aged 19 years or older and that you are not purchasing products for anyone who is younger than 19 years of age. You (or the designated person picking up the order at the store, or signing for the order during Standard Home Delivery or Next Business Day Home Delivery) will be required to present proof of legal drinking age. Acceptable proof includes a valid driver’s license, passport, citizenship card and BYID photo identification card.
The designated pickup location or courier may refuse.