About Contact Us
Language
English
My Cart items item
New Customer
Toggle Nav

About Carrousel

  • Who is Carrousel?

    Carrousel is a Canadian distributor of packaging solutions, equipment, hygiene and sanitation products, and personal protective equipment (PPE). We support businesses with products, advice and services tailored to their operations.

  • Who are your products and solutions intended for?

    Our solutions are primarily intended for businesses across all industries. Individuals may also order online, with or without an account, depending on the options available on the website.

Customer Accounts

  • Is it mandatory to create an account to place an order?

    No. You can place an order without creating an account. However, without an account, you will not have access to your order history or online invoices after your purchase.

  • What types of accounts are available?

    Carrousel offers two types of accounts:

    • Regular Member

    • Pro Member

    Each account type offers different benefits depending on your profile and purchasing volume.

  • What is the difference between a Regular Member and a Pro Member?

    Regular Member

    • Available to individuals and businesses

    • Fully autonomous online ordering

    • Delivery by Purolator or pickup at one of our warehouses

    • Access to order tracking and online invoices

    • No dedicated representative

    Pro Member

    • Reserved for businesses

    • High order frequency

    • Delivery via the Carrousel truck fleet

    • Free delivery on orders of $250 or more (via the Carrousel fleet)

    • Possibility of negotiated pricing, under certain conditions and depending on purchase volumes

    • Support from a dedicated representative or a Customer Excellence Centre agent

    • Payment terms available (subject to approval)

    • Access to exclusive content (guides, specialized articles)

  • Who can register as a Pro Member?

    The Pro Member account is reserved for businesses. A valid business number (provincial business registry) is required during registration.

  • Can I change my account type later?

    Yes. It is possible to upgrade from a Regular Member account to a Pro Member account, subject to eligibility.

  • Can I access multiple Pro Member accounts using the same email address?

    Yes. The same email address can be associated with multiple Pro Member accounts belonging to different companies. To do so, please contact our Customer Excellence Centre.

Orders and Payment

  • How do I place an order?

    You can place an order:

    • without an account;

    • with a Regular Member account;

    • with a Pro Member account.

    All customers place orders online independently. The account type determines the tracking options, delivery methods and certain commercial terms.

  • What payment methods are available?

    • No account and Regular Member: online payment at the time of purchase

    • Pro Member: online payment or invoicing with payment terms, when authorized

  • Can I modify or cancel an order?

    Any request to modify or cancel an order must be made promptly through our Customer Excellence Centre.

  • How do I know if my order has been received?

    An order confirmation is sent by email.

    • Customers with an account can also view their order status online.

    • Customers without an account must keep their confirmation email for reference.

Delivery

  • How are orders delivered?

    Orders may be delivered using different methods depending on the account type, delivery address and products ordered.

    • Pro Members may benefit from deliveries made by Carrousel trucks, including scheduled deliveries. Some orders may also be shipped through a third-party carrier depending on the customer’s region or the nature of the product.

    • Pro Members may also choose delivery by Purolator if desired.

    • Regular Members receive their orders through Purolator, according to the applicable terms and conditions.

    To learn more about available options, delivery times, applicable fees and pickup procedures, please refer to the Delivery Policy page.

  • What are the delivery times?

    Delivery times vary depending on the products, quantities and region. In-stock products are generally delivered quickly.

Returns and Refunds

In the event of any discrepancy between this section and the Returns and Refunds page, the latter shall prevail.

  • Does Carrousel accept returns?

    Yes. Carrousel accepts returns, provided its conditions are respected and a return authorization has been obtained.

    However, certain products are sold as “Final Sale” and cannot be returned, except in the event of a Carrousel error or a product defect.

  • What should I do when receiving a delivery from a Carrousel driver?

    The customer must inspect the merchandise upon receipt.

    Any missing or damaged product must be reported immediately to the carrier and noted on the delivery slip.

    Any discrepancy discovered after delivery must be reported within 10 days.

  • Which products can be returned?

    Returns may be accepted for stock products provided that:

    • the request is made within 30 days of purchase;

    • the return has been pre-authorized;

    • the product is new, unused and in its original packaging.

  • Which products are non-returnable?

    Products sold as “Final Sale” are non-returnable. This status is indicated at the time of purchase, on the website and on the delivery document.

  • How do I request a return or report a defective product?

    Any request must be submitted to our Customer Excellence Centre or your representative before returning the merchandise.

    A return authorization number is mandatory.

    Defective products must be reported within 3 months of purchase.

  • Will I receive a refund or a credit, and can fees apply?

    Accepted returns are issued as a credit. Restocking, transportation or handling fees may apply.

  • Learn more

    For complete details and applicable conditions, please refer to the Returns and Refunds page.

Products and Availability

  • Are all your products available online?

    No. The website showcases a large portion of our offering, but products not displayed online may also be ordered by contacting our team. However, this option is available only to Pro Members.

  • Do you offer customized solutions?

    Yes. We provide products, formats and solutions tailored to your needs, industry and volumes.

Support and Assistance

  • Can I get help choosing the right products?

    Yes. Our team is available to guide you, whether you have an account or not.

  • Do you provide technical support for equipment?

    Yes. Our teams provide installation, maintenance, repair and training services for many types of equipment.

Contact Us

  • How can I contact Carrousel?

    You can contact us by phone, email or through the contact form. All our contact information is available on the Contact Us page.

  • Who should I contact for a question about an order or delivery?

    For any questions regarding an ongoing order, delivery or order tracking, please contact our Customer Excellence Centre.

  • Do you offer emergency technical service for dishwashing and laundry equipment?

    Yes. Customers who purchase dishwashing or laundry products and equipment benefit from 7-day emergency technical service.

    • Greater Montreal: 514-645-2293

    • Toll-free elsewhere in Quebec: 1-800-570-2293

  • Who should I contact for the repair of packaging equipment?

    For any request related to the repair of packaging equipment, please contact our technical service department:

    • Phone: 514-347-1847 or 1-800-361-4206

    • Service hours: Monday to Friday, 8 a.m. to 4 p.m.

Carrousel is the largest 100% Canadian-owned distributor of packaging and hygiene solutions in the country. With warehouses located in Boucherville, Boisbriand, Quebec City, Drummondville and Ottawa, we deliver daily to more than 1,200 customers across Quebec and Eastern Ontario.