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Home > Contact Us > My Online Experience FAQs

My Online Experience FAQs

Using Lowes.ca

How do I find products on Lowes.ca?

  • Use the Top Navigation Bar to shop by department
  • Use Search to find products using a keyword, a Lowe's item number, a brand name or a manufacturer's model number.
  • You can narrow your search using the preferences listed in the left-hand column on the category page. Each click takes you to a page that offers further information and products.

Why do I need to sign up?

Registration is an optional service provided by Lowes.ca. By registering, your shopping experience will be faster and provide access to your stored account information

What are the benefits of signing up?

Creating a Lowes.ca account is easy and free! When you have a Lowes.ca account you can:

  • Register for e-mails with product specials, tips and ideas.
  • Store addresses for quicker online checkout.
  • View your order history at any time.

What is Lowe's Privacy and Security Statement?

We respect your time and privacy.

We promise not to market to you unless you ask.

We understand any hesitation you have in providing your personal information, that's why we promise:

  • Any information you provide Lowe's will not be sold to anyone at anytime. At Lowe's your privacy is guaranteed.
  • Your personal information will never be shared.

For more information:

How do I register?

Access the Account section by clicking on the Account link in the upper left corner.

For First Time customer, enter your email address on the left side of the page under First Time Visitors and click Create Account. You will be returned to the Your Account screen. Click on Account Information, Edit, add a password.

Forgot your password?

Access the Account section by clicking on the Account link in the upper left corner.

On the right side of the page click on Forgot Your Password? under the Returning Customers section. The Reset Password page will load. Enter your email address, the code shown in the box and click Continue. You will receive an email with instructions on how to reset your password.

How do I update or change my profile?

If you are logged in, click the Account link at the top of every Lowes.ca page and select Edit. From the Account page, you can update your account information, password, and addresses. Click Update to save the changes.

How can I provide feedback about my Lowes.ca experience?

Please use the form below to provide feedback about your Lowes.ca experience. For immediate assistance you can call 1-888-985-6937 Monday through Friday, 7 a.m. to 1 a.m. (EST), Saturday and Sunday, 8 a.m. to 11 p.m. (EST).

Feedback Form

Lowes.ca Order Questions

How do I track my order?

You will receive an E-mail when your order has been shipped. This E-mail will include confirmation of purchase, shipping information, and the tracking number you will need to track your order.

You can visit the Orders link in the Account section by clicking on Account in the top left corner, then clicking Orders on the right hand side.

You can also call 1-888-985-6937 Monday through Friday, 7 a.m. to 1 a.m. (EST), Saturday and Sunday, 8 a.m. to 11 p.m. (EST) for additional assistance.

What if I receive a damaged product during shipping?

If you receive a damaged due to shipping, please contact us within 48 hours from receipt to qualify for a no-charge return. To contact Customer Care please call 1-888-985-6937 Monday through Friday, 7 a.m. to 1 a.m. (EST), Saturday and Sunday, 8 a.m. to 11 p.m. (EST).

Alternatively you can return the product to any Lowe’s store in Canada where one of our Customer Service Associates will be happy to assist you.

How do I cancel my order?

Upon request, every attempt will be made to cancel your order. Unfortunately, if the order has been processed and the merchandise is in transit the order cannot be cancelled.

If the merchandise is in transit,

  • You can refuse to accept the delivery and it will be returned to Lowe's for a refund.
  • You can return the merchandise to your local store.
  • You can contact our Customer Care Centre to initiate the returns process by calling 1-888-985-6937 Monday through Friday, 7 a.m. to 1 a.m. (EST), Saturday and Sunday, 8 a.m. to 11 p.m. (EST).

How do I modify my order?

Once an order has been placed, an order cannot be modified. For additional assistance you can call 1-888-985-6937 Monday through Friday, 7 a.m. to 1 a.m. (EST), Saturday and Sunday, 8 a.m. to 11 p.m. (EST).

How can I view and print my online order confirmation?

If you are a Registered Customer,
Log in to Lowes.ca and click the My Account link located at the top of every Lowes.ca page. Select My Orders and click on the Find Order tab. Follow the instructions to obtain a copy of your confirmation number, or you can call 1-888-985-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 11 p.m. (EST) for assistance.

If you are not a Registered Customer,
Click My Orders located at the top of every Lowes.ca page and enter the confirmation number included in the E-mail, or you can call 1-888-985-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 9 p.m. (EST) for assistance.

Returns and Exchanges

How do I return or exchange my order?

Our ultimate goal is for you to be completely satisfied with your purchase from Lowe's. If you receive an item you are dissatisfied with, you may return it within ninety (90) days of purchase to any Lowe's store for a refund or exchange within our current return policy guidelines. (Please note that Outdoor Power Equipment, such as mowers, chainsaws, blowers, tillers, trimmers, and pressure washers must be returned within thirty (30) days of purchase.)

For additional assistance, visit your local Lowe's store, or you can call 1-888-985-6937 Monday through Friday, 7 a.m. to 1 a.m. (EST), Saturday and Sunday, 8 a.m. to 11 p.m. (EST) and one of our Customer Care Representatives will be glad to recommend alternative return options. Information contained on the invoice will be necessary to process your return or refund. Please have the invoice ready when you call.

After the ninety (90) day return period, products will be covered by the manufacturer's warranty as applicable.

Other Lowes.ca questions?

What payment forms are accepted on Lowes.ca?

You can use the following payment types when making a purchase on Lowes.ca:

  • Visa
  • MasterCard
  • American Express
  • PayPal
  • Lowe's Consumer Credit Card

We will be adding additional forms of payment in the near future.

Can I pay with a non-Canadian credit card?

Lowes.ca credit card payments can only be made with a card associated with a Canadian billing address. Non-Canadian credit cards are not eligible for making payment on Lowes.ca.

Customers with non-Canadian credit cards can use them at any time at a Lowe's store with a valid identification.

Do you accept Lowe's credit cards online?

We currently accept Lowe's Consumer Credit Cards online. We currently accept Lowe's Business Credit Cards online but do not accept Lowe's Accounts Receivable cards online. We are working hard to offer this to our business customers in the future and apologize for any inconvenience this may cause.


Lowe's Online Experience

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