Surplus RD invites you to create a personal account by clicking on the appropriate icon at the top of the page (Login). You will save time anytime you shop since your personal information will be registered (name, address, e-mail, etc.). You will also find, in your account, your purchase history, your favorite products, etc.
Before finalizing your online purchase, you can verify your delivery charges, under the "Delivery" tab, under the photo of the product. You may choose then between 2 options: delivery (price is based on the distance covered by our subcontractor) or pickup (free of charge, at the warehouse of your choice).
If you need a delivery outside of our regular zone, a sales consultant can explain to you the possible options and deadlines. For more information, contact the warehouse closest to you, as each region has different deadlines and procedures.
Please note that Surplus RD has no fleet of vehicles for delivery. We subcontract delivery to various professional transportation companies, depending on the region where we are located.
Online purchasing procedure
When you decide on a product, simply click on the red button "add to my basket". You will have access to your basket at all time via a link at the top of the website. At any time, before you validate your basket and proceed to the final purchase, you can remove or add a product. Once your basket is filled, you can complete your transaction in a few easy steps. Please note that some items cannot be purchased online because quantities are limited.
Name, address and method of delivery
Once your online shopping is done, you will be asked to fill in your personal profile (name, address, e-mail, telephone, etc.). Rest assured that all your information will remain confidential.
Next step: you must choose a delivery option. You have two options; either we deliver your purchases to the address you specified before (adding charges), or we transfer the merchandise to the warehouse of your choice so you can pick it up (free of charge).
Delivery : Delivery charges depend on the distance travelled by our subcontractors. Note that delivery could take from 2 to 6 weeks, because we have to order your products (whenever they are not already available in our main warehouse), receive them, and then transfer them to the store of your choice or deliver them to your home. Please note: if your delivery address is located outside our delivery zone, you will need to choose the option "in-store pickup".
In-store pickup : Free of charge. This option allows you to choose which warehouse you want to pick up your order from. Please note that this usually takes 1 to 3 weeks, as we have to order your products (occasionally, if they are not already in stock at our main warehouse), receive and transfer to the store of your choice.
Billing and payment
At this point, you must indicate your billing address. This is also where you can use your promo code.
You will then have to choose your method of payment. You can choose either full payment by credit card (Visa or MasterCard) or financing your purchase with the Accord D Desjardins program (you will be redirected to the Optimal Payment secure website when completing your order).
To ensure the safest online payment, Surplus RD uses the 3-D Secure system for your Visa and MasterCard transactions. This option must be activated on your credit card to complete any payment over $500. Please read the following paragraphs for more information.
Verified by Visa (VbV) is a program designed to make online shopping more secure for customers and merchants. Your personal VbV password helps protect you against unauthorized use of your Visa card when you shop online with participating merchants.
Please note that your VbV password is not the same as the PIN you enter when you shop in a store or access an ATM. You must contact Visa to create one.
*** This password is useful for online purchases only! ***
MasterCard SecureCode is a program that gives you an additional layer of security on your MasterCard. This confidential code also protects you against unauthorized use of your card when you shop online with participating retailers.
Please note that your SecureCode is not the same as the PIN you enter when you shop in a store or access an ATM. You must contact MasterCard to create one.
*** This code is useful for online purchases only! ***
60 MONTH FINANCING!
It is possible to finance your online purchases with Accord D Desjardins, in 60 equal installments (including fees and interest). You will be redirected to the Desjardins website when you place your order.
Please note that you must own a Desjardins Visa card or a Desjardins MasterCard, with an Accord D limit, if you choose this option. Otherwise, you will not be able to access online financing. The details of your transaction will appear on your account statement within 48 hours.
You do not have an Accord D limit?
Please contact Desjardins via internet (http://www.desjardins.com/) or by phone (1-800-224-7737) to make a request.
Place my order
At this point, you will have to enter your payment information (your name, credit card number and expiration date). Please note that we only accept Visa and MasterCard. If you want to finance your purchases, you must have a Desjardins Visa or a Desjardins MasterCard, as well as a sufficient Accord D limit.
In this last step, you will have a list of the products you purchased and the information entered previously. If all of this information is correct, you will be asked to complete your order.
Check your emails
You will receive by e-mail a copy of your invoice, containing all the information you have previously submitted. If you choose to pick up your order in store, you will need to bring a copy of your invoice to the warehouse.
Terms and conditions
- Orders placed after 3pm will be processed on the next business day.
- Orders placed on weekends and holidays will be processed on the next business day.
- Your order will be processed once your credit card info is verified and approved.
- All orders will be shipped in their original packaging.
Return policy on online purchases
All online sales are final. However, should there be a problem with the furniture upon delivery or if it does not correspond to the description posted on the Surplus RD website, you may return or send back the product in its original condition and packaging. Please note that the cost of shipping the product is the sole responsibility of the customer.
Mattresses and products identified as "available online only" cannot be returned unless they have a defect or are damaged. A defective or damaged product will be repaired, replaced or credited. No refunds will be granted, in accordance with Surplus RD refund policy.
Deadlines for filing a claim in case of damaged product
Surplus RD allows a period of 48 hours to file a claim. Please note that all requests must be accompanied by the original invoice and that photos of the damaged product will be required to process with the claim.
To report any problems with your online purchase, contact Surplus RD Online Customer Service at 819 330-3131 or by e-mail (firstname.lastname@example.org). The person in charge will explain to you all the details regarding the procedure.
Each claim will be dealt with on a case-by-case basis. Surplus RD will decide whether or not to apply its refund policy. In case of refund, a credit for the same amount as the initial purchase will be offered to the customer and will be valid for 3 months. In the event that Surplus RD agrees to exchange the item, we will offer the customer an equivalent or similar product of equal or greater value.
Cancelling an email order
You can cancel an order made online, within 24 business hours, by e-mail (email@example.com) or by phone (819 330-3131). An email confirming the cancellation of your order will be sent back to you. Without this confirmation, the order will be processed and the amounts will be charged to you in full.
Please note that Surplus RD reserves the right to cancel an order made online if there is a price error or stock shortage.
It is the sole responsibility of the customer to indicate any damages on the delivery slip and to report it to the Online Customer Service at 819 330-3131 or by e-mail (firstname.lastname@example.org) as soon as possible.
The customer must ensure that the dimensions of the furniture allow the delivery team to carry it to destination. If the furniture does not pass through the openings, Surplus RD will not be responsible and no refund will be given.
If you have questions before placing your order, do not hesitate to contact a sales consultant or to send us an e-mail (email@example.com).