Lowe's Products & Services FAQs

Do you have a question about Lowe's products or services? We have the answers you are looking for in our Lowe's Products & Services Frequently Asked Questions.

If our FAQs haven't completely answered your question, or you'd like to send us a comment, please us our CONTACT US FORM.

Lowe's Product Frequently Asked Questions

A: Click on our featured brands link on the Home Page, or visit our Shop by Brand page.
A: To answer your questions and best serve your needs, please contact one of our knowledgeable Customer Care Associates 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) or by consulting a specialist at your local Lowe's store. Our specialists have extensive training and many are certified or licensed in their field of expertise. They can assist you with any project or product question you may have.

For the address, phone number and hours of operation for the store closest to you, click on the Store Locator.
A: At Lowe's your safety and satisfaction are our first priorities.

To view recall information as it relates to Lowe's Canada, check out Recalls and Product Safety News.
A: Lowe's has more than 40,000 items in stock, but did you know there is more than 10 times that amount available through our Special Order Sales (SOS) program that can be ordered according to your specifications.

In your local Lowe's, each department has special order merchandise catalogues available. In some departments, the catalogues are on display at red, free-standing kiosks or in red, metal catalogue holders placed throughout the department. In other departments, there will be samples of the special order items on display. If you cannot locate a special-order catalogue, ask a sales associate in the department to locate one for you. Browse the catalogue until you find the item(s) you want.

If you have information about a product, but the item is not stocked in the store, a sales associate in the relevant department may be able to order the product for you. The more information you have about the product (manufacturer, model name, etc.), the easier it will be to locate it.

Making a Purchase In Store?

After you have selected the product you want to order, a sales associate will use the store's computer system to determine the price. If you want to make a purchase, the associate will enter the sale into the store's computer. After entering your order, the sales associate will give you an estimate of when your order will arrive at the store.

The sales associate will also take your name and ask your preferred method of contact, either via telephone or e-mail, so we can notify you when the order arrives. If you wish, you can make arrangements for Lowe's to deliver the product to you. In some cases, the items can be shipped directly to your home.

You can continue to shop in the store; when you are ready to check out, give the cashier your telephone number and they will look up the sale information and ring up the purchase.


Receiving Your Items

When your Special Order item arrives at the store and you selected store pick up, you will receive an auto-notification message to your preferred method of contact. Either telephone or email is acceptable. You can pick the item up yourself or call the store to finalize the arrangements to have it delivered. If you selected store delivery for your Special Order item, a sales associate will call you and let you know your order is available for delivery. Special Order items require an average of 7 to 14 business days to arrive in store, but this timeframe may vary by product.

A: You can apply to one of our commercial programs by visiting your local Lowe's store.

 For more info visit our Lowe's For Pros page.

A: Online: We hope you love what you ordered, but if something isn't right, let us know. If you receive an item you're dissatisfied with, you may return it within 90 days of receipt to any Lowe's store in Canada for a refund to your original tender within our current return policy guidelines. Bring the item(s) with a copy of your shipping confirmation email to the Returns Desk at your local Lowe's store.

In-Store: Customer satisfaction is our goal, but if you are not completely satisfied with your purchase simply return the merchandise to any Lowe's store in Canada within 90 days. We, in our discretion, will repair it, replace it, or, based on your method of payment, refund your money.

FULL RETURN POLICY

A: We match all competitors' pricing, as long they are not close-out, errors or misprints, discontinued, clearance, liquidation, special order, damaged items, delivery, assembly, financing offers, Cyber Monday prices, Black Friday prices, Boxing Day/Week, restricted offers, mail order offers, rebates, coupons, premiums, free or bonus offers, and limited or minimum quantity offers, and installation labour.

We also price match with online-only store as long as they are Canadian.  

FULL PRICE MATCH POLICY

Lowe's Service Frequently Asked Questions

A: Lowe's has a wide range of credit lines. Click Lowe's Credit Services to learn more.

For questions about your Lowe's Credit Card, contact our Credit Centre:

A: We offer many different shipping and pick-up options, so you can choose which shipping method best meets your needs. We offer free shipping on orders $49 or more.

FULL SHIPPING POLICY

A: Traditional manufacturer warranties cover defects in parts and workmanship typically for the first year, while the Lowe's Protection Plan provides customers with product protection that enhances and extends the manufacturer's limited warranty. With the Lowe's Protection Plan, your product will be serviced or repaired to like-new working condition.

To learn more, click Protection Plans.
A: To learn more about Lowe's installation services, please visit our Installation Centre.

A: In order to provide feedback about your installation experience, please use the contact form link below and choose Store Feedback as your subject. Alternatively, 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) and share your experience with one of our Customer Care Representatives.

CONTACT US FORM


A: You can purchase a Lowe's Protection Plan in-store at any of our Lowe's locations.

A: The delivery team will install or hook up any major (non-gas) appliance you purchase online at the point of delivery such as:

  • Free-standing ranges
  • Refrigerators
  • Washers/dryers

The delivery team cannot install or hook up items such as:

  • Over-the-range microwaves
  • Dishwashers, drop-in ranges
  • Air Conditioners
  • Water Heaters
  • Wall Ovens
  • Surface Units
  • Cook Tops

Such items will be delivered, but require a certified tradesman to complete the installation.

See Lowe's Installation Services for details.

A: Haul-away services may be provided for select appliances.
A: Lowe's charges $79.98 for delivery ($84.99 for BC residents). Additional charges may apply for deliveries outside 50 km radius, ($1 per 2 km). Maximum delivery radius will not exceed 100 km.

Road tolls, ferry tolls, and/or pallet charges may also be required before delivery.

A: We offer many different shipping and pick-up options, so you can choose which shipping method best meets your needs. We offer free shipping on orders $49 or more.

FULL SHIPPING POLICY

A: When your order is shipped, you will receive an email confirming your shipment which contains a tracking confirmation number. You can check the status of your shipment by following the instructions included in your shipping confirmation email. To track your order through the carrier's website, contact a Lowe's Customer Service Representative at 1-888-985-6937, or email us at support@lowes.ca for a status update.

Get More from Lowe's with Lowe's Services

Lowe's offers more than just great products and advice. We also offer additional services to help you with your projects. From credit and financing to installation to delivery, Lowe's is here to help with your latest home improvement.