Frequently Asked Questions
How do I create an account?
Creating an account is easy and it only takes a few minutes. All you need is a valid email address and a private password which you choose for yourself. Once you have an account you may build address books, enjoy faster checkout times and save payment methods. Just click on the My Account link at the top of the page and fill in the appropriate fields to create your account.
How do I change my account information?
To change your account information, simply log into your Kent.ca account with your username and password and then follow the My Account link to your personal information. From there you can navigate to edit and save changes to your contact information, saved credit cards and address book. To manage your email preferences, including unsubscribe, log into your account dashboard. To sign up for our email newsletter, click here.
I do not have an account. Can I still order from your site?
Yes, customers can check out as a guest. However, please consider signing up for an account as it only takes a few moments, and makes it easy for you to track your order, see your past orders, and save your address and payment information in one place.
How do I log on to my Kent.ca account?
If you wish to log on to your Kent.ca account, click on the My Account link at the top of any page on our website, and you will be taken to our secure sign-in page. You will then be prompted to enter your username and private password to log in to your account.
I forgot my password. How do I retrieve it?
Just follow the My Account link at the top of the page, enter the email address that you created your account with and then click on the "Forgot Your Password?" link. If an account exists with that email address, you will recieve an email from us with a link and instructions to reset your password. For security reasons, our staff is unable to reset your password for you, but we would be happy to walk you through the steps if needed.
How do I put a product in my shopping cart?
If you are browsing our site and see an item which you would like to purchase, simply click the “Add to Cart” button which appears to the right of the product. The item should then appear in your shopping cart.
How do I review the items in my shopping cart?
To review the items that you have already placed in your shopping cart, simply follow the “My Shopping Cart” link at the top of the page. This will take you to your cart where you can review items, change quantities and remove items if necessary.
How long will items stay in my shopping cart?
If you choose not to purchase right away, items that you place in your shopping cart while you are logged in to your Kent.ca account will remain there until you remove them. You must be signed in to use this option. Feel free to add items to your cart for future purchases, however, please note that adding an item to your cart does not guarantee that it will be in stock in the future.
How do I place an order?
Once you have finished adding items to your shopping cart you can then place your order by clicking on the Proceed to Checkout button. From there you will be given page by page steps to follow for adding billing/shipping addresses and payment information necessary for completing your purchase. You will be asked for a final confirmation once all of these steps have been followed so that you can review your purchase information before we begin to process your order.
How do I pay for my order?
We are able to accept Visa and MasterCard for online purchases. Your order will be charged to the credit card account you provide to us at the time your items are secured for your order.
How can I track my order?
Once your order leaves our warehouse we will send you an email with a tracking number which you can use to follow the progress of your order at fedex.ca or canadapost.ca. This tracking number can also be found in your order history.
I made a mistake. Can I cancel my order?
If you have changed your mind and you wish to cancel your order then you can do so by contacting our online service desk at 1-877-445-3527. If you have multiple items under a single order number please keep in mind that a cancellation request will cancel all of the items in this order.
Please keep in mind that an order cancellation is not possible if your item has already been shipped. If this occurs simply wait for your order to arrive and then you can return it for a full refund (less shipping charges) as part of our Kent Customer Satisfaction Guarantee. Please note that we do not accept returns on certain items, including home plans.
The product I received isn’t what I expected. Can I return it?
Absolutely. All of our orders come with the Kent Customer Satisfaction Guarantee which states that if you are not satisfied with your purchase for any reason you can return it for an exchange or refund, by mail or in store.
For complete details on our policy for processing returns and exchanges, please refer to our Return Policy.
What if my order is damaged or defective when it arrives?
If your order is damaged when it arrives, please contact us within 2 business days so that we can resolve the issue promptly. To report a damaged shipment, contact our online service desk at 1-877-445-3527.
Can I return items by mail?
Yes. You can return items purchased from Kent’s online store to us by mail for exchange or refund. To process a return, contact our online service desk at 1-877-445-3527.
Can I return items to my local Kent Store?
Yes. Items purchased from Kent online or in store can be returned to any of our Kent locations in their original packaging with a valid receipt.
How will my order be shipped?
Depending on your location, the products in your order, and your choices during checkout, your order will be shipped either by FedEx, Canada Post, or the Kent Delivery fleet.
How long will my order take to arrive?
Most orders will ship within 24 – 72 hours from the time you submit the order. Some exceptions may apply when stock levels are not available, complex or large orders, or special freight requirements must be made.
How much will I be charged for shipping?
Shipping costs vary depending on the size and weight of your order and the level of shipping service that you select. During the checkout process your shipping costs will be calculated automatically so that you know exactly how much it will cost before your order is placed. Most Kent Delivery orders will be charged a flat fee of $50.00 and will be delivered within 50km of the chosen store. Additional fees may apply due to distance beyond 50km, toll fees, ferry fees, and other special equipment fees. A Kent Associate will contact you prior to shipping with information on any additional fees that may apply.
What time of day will my order be delivered?
Fedex and Canada Post delivers between the hours of 8am - 5pm from Monday to Friday. If there is no one at the delivery address to receive your order, a delivery notification with additional pick-up information will be left for you. For Kent Delivery orders, a Kent Associate will contact you within 24 – 72 hours from the time your order is placed. They will coordinate the delivery time with you.
Can I have my order shipped to another address?
Yes. We can ship your order to any address in Canada or the United States.
Can I have my order shipped to a Post Office Box?
A signature is required upon delivery of your order and therefore, we are not able to ship orders to a Post Office Box. A valid street address must be provided to place and fill your order.
Can I have my online order shipped to a Kent location for pick up?
We are not able to offer in-store pick-up in all stores at this time. We are working to expand in-store pick-up to all locations.
Most orders will be ready within 2 hours during regular store operating hours. You will receive an email when your order is ready for pickup. Pick up in-store orders may take more than 2 hours on holidays, large quantity orders, packages, special order items, and complex orders. For your protection, you must bring the order confirmation email with you to the store for identification purposes. We reserve the right to request a form of ID to validate the order.
How do I apply a coupon towards my online purchase?
Any coupons that you receive which are valid for online purchases will have a promotional code that you must enter during the checkout process. Simply click the “Checkout” button and the put the promotional code in the appropriate field. In the next stage of the checkout process you will be able to see the amount saved.
Can I apply an online coupon towards my in-store purchase?
Online coupons are valid for online purchases only, just as in-store coupons are valid for in-store purchases only. It will be clearly stated on you coupon whether it is intended for in store or online use. Please read the promotional details on your coupon carefully to avoid any misunderstandings.
I forgot my coupon. Can I put it towards my purchase later?
Coupons and promotional codes must be presented at the time of purchase for redemption. If you forget to use your coupon it will still be valid towards another purchase during the promotional period but we cannot redeem coupons on a purchase that has already been completed.
What is the cash value of my coupon?
Coupons and promotional codes have no cash value. They are valid for a specified promotion and during a set time period. They cannot be refunded or replaced.
What denominations are Kent gift cards available in?
Our gift cards are available on our website in $20, $25, $50 and $100 amounts. We also offer loadable cards at our stores which allow you to choose any amount up to $500.
Where can I redeem my Kent gift card?
Kent gift cards can be redeemed at any of our retail locations across Atlantic Canada. Kent gift cards have no implied warranties and is not a credit card or debit card. Kent gift cards are redeemable for merchandise only and will not be redeemed or exchanged for cash. Gift cards cannot be redeemed online.
When will my gift card expire?
It doesn’t! Kent gift cards remain active from the time you purchase them with absolutely no risk of expiration or other redemption fees. The amount that you put on the card is the amount that will stay there until you decide what to spend it on.
How do I check the balance on my Kent gift card?
Simply visit any of our store locations with your gift card and we will be happy to check the balance for you. You can also check the balance online here.
What if I don’t spend the entire amount on my Kent gift card?
If you don’t use the entire value of the card, the balance will stay on the card to be used by you at a future time.
What if my Kent gift card is lost or stolen?
Lost, stolen or damaged gift cards will not be replaced without the required proof of purchase.
If you signed up for a Kent Card before November 30th, 2012, it is no longer valid at our stores. We have partnered with TD Financing Services to provide our customers with a new Kent Card. Please click here for details on our new Kent Card.
What is the Kent Card?
The Kent Card is our store credit card which provides you with additional financing options and flexibility to take on those larger building and renovation projects.
Where can I use the Kent Card?
You can use the Kent Card at any of our retail locations throughout Atlantic Canada.
Can I use the Kent Card to shop online?
Unfortunately we are not able to accept the Kent Card as payment on our website.
Can I make a payment to my Kent Card or personal account through your website?
Currently We cannot accept Kent Card or personal account payments through our website. You can make payments the following ways:
- By mail
- In person at your local Kent store.
- Through the use of telephone or internet banking services (Contact your phone company or bank for details.)
What do you use my personal information for?
Is it safe to use my credit card on your website?
What is a CVN?
A CVN or Card Verification Number is a 3 or 4 digit number that appears on your card but which is not part of your account number. This number is used to help eliminate the risk of unauthorized purchases being charged to your card. Your CVN will never be stored by us or printed on any receipts.
I have a comment and/or feedback about one of your store locations. Who should I contact?
If you have comments, complaints or feedback regarding the services or products available at your local Kent store we ask that you first present your issue to the manager of the store in question. Our store managers are in the best position to see that your issue is addressed promptly and effectively. You can find the contact information for your nearest store here.
If you have spoken with the store manager and still feel that your issue has not been resolved to your satisfaction, then please do not hesitate to contact us:
- By phone at 1-800-565-4357, Monday to Friday, 8:00am-5:00pm AST
- By email at firstname.lastname@example.org and we will respond to your issue within 2 business days.
I have a comment and/or feedback about your online store. Who should I contact?
If you have any comments, complaints or feedback regarding the services or products available through our website then please do not hesitate to contact us in one of two ways:
- By phone at 1-877-445-3527, Monday to Saturday, 8:00am-9:00pm AST
- By email at email@example.com. We will respond to your issue within 2 business days.
Do I have any other options for providing feedback to Kent?
As part of our ongoing efforts to provide better products, prices and service to our customers, we ask for your feedback in the form of an online customer survey. Those who participate, by completing a survey, will be automatically entered in a quarterly draw to win $1000 in Kent Gift Cards. Take the survey today at kentsurvey.ca
What is the Kent Customer Satisfaction Guarantee?
We’re not satisfied until you are. All of our orders come with a guarantee that if you are unsatisfied with your purchase for any reason you can return it for an exchange or refund, by mail or at any of our Kent locations.
What is the Kent Price Guarantee?
If you find a lower regular price at a local competitor on an identical item that we stock, we will beat it by 10%. We will match any advertised sale price on identical, in stock items. Kent reserves the right to verify the price and in stock position as well as limit the amount purchased to a reasonable household quantity. This guarantee does not apply to typographical errors, clearance, close-out, reconditioned products, bids, project quotes, installation services & product sold through the install process, installation labour, competitor online prices, credit or financing programs, volume discounts, special orders, delivery or assembly services, tax offers, gift cards, or bonus offers of any type.
How can I apply for a job at Kent?
If you are interested in joining the Kent Team, you can visit your local store and ask for an application or visit the Careers page of our website. For more information, please see our careers page.
I am a sales rep for a company who would like to supply Kent with a new product. Can I send you information about it?
We are always looking for new and innovative products for our customers. Send us an email at firstname.lastname@example.org,it will be forwarded to a member of our purchasing team who will contact you as soon as they can. Please note that we will only contact vendors if we are interested in their product.
How do I request a sponsorship or donation?
Sponsorship or donation requests can be made one of two ways. If you represent a regional charity or event, please email us at email@example.com. For all other requests, please contact the manager at your local Kent store.
Please be sure to submit your proposal a minimum of one month before your event. We accept requests for donations and sponsorship at any time but please keep in mind that we receive many requests and unfortunately, may not be able to support all of them.
A: KENT PRO Rewards is a tiered rewards program that allows commercial customers to earn PRO Rewards on eligible purchases. Your PRO Rewards can be redeemed for online purchases or quarterly e-Gift cards.
Participating locations include all KENT Building Supplies and ICS Industrial Commercial Supply stores (“Participating Locations”).
A: Main features and benefits for PRO Rewards include:
• Get up to 4% back on eligible purchases
• Special offers
• Exclusive perks at events
A: To be an eligible PRO Rewards Member:
You must be an official business owner who does not fall into the following set of exclusions:
• Individuals transacting for personal or household purposes
• Government / Health care
• J.D. Irving Limited Affiliates
• Employee of Kent Building Supplies
KENT will validate your information to confirm compliance with the eligibility requirements set out for PRO Rewards.
1. Have an active KENT Account (visit any KENT PRO Service Desk to setup an Account)
2. Create your KENT PRO Online Profile with your Online Access Code
3. Opt-in for PRO Rewards
A: Yes, each business will require its own PRO Rewards Account. Any sub-accounts on a business will be included in the main account’s PRO Rewards Account.
A:You can get your online access code from one of our KENT PRO sales associates at any KENT location.
A: No membership fees are required to join PRO Rewards.
A: Eligible purchases are purchases made by a PRO Rewards Member (or Authorized User) at participating KENT and ICS locations, or online while logged into a KENT PRO Online Profile. Eligible purchases exclude purchases that are paid for by using PRO Rewards and purchases on promotions that exceed a reasonable household or industry quantity. https://www.kentpro.ca/en_ca/kentpro-termsandconditions
A: The card acts as an identification method for KENT associates to identify your company account at the store or at events. The PRO Rewards Card does not store, or contain, any monetary value or PRO Rewards.
A: No, as long your card is linked to your account, you can still provide your business name that is linked to the card to access the account. All eligible purchases made after successfully opting in for PRO Rewards will earn Rewards.
A: If your card is lost, stolen, or destroyed, contact us at firstname.lastname@example.org or 1-833-536-8776 and KENT will issue a new card on presentation of proper identification, and the old card number will be removed, and a new card number will be added.
A: If any of the information you were required to submit when you registered for PRO Rewards changes (such as your name, company name, mailing address, email address or phone number), you must let us know right away and give us your current information. We are not responsible if we cannot contact you because you have not given us current, accurate information.
A: Your Authorized Users transactions will automatically earn Rewards on eligible spend. To identify your KENT Account in-store they can use a PRO Rewards Card, KENT Account Number or Business Name.
Every user with PRO Rewards permission on your KENT PRO Online Profile will have access to a digital version of the Rewards card.
A: Your PRO Rewards balance can be accessed at any time by visiting the kenpro.ca PRO Rewards Account Statements will be sent by email at the end of each month.
A: PRO Rewards Members that make eligible purchases in-store or online after the membership date will earn PRO Rewards. PRO Rewards will be calculated based on the date of purchase and the rate of rewards based on the PRO Rewards tier level. Applicable PRO Rewards will be issued to members when all line items from a Sales Order are invoiced.
PRO Rewards will appear in an “on-hold” status until the PRO Rewards Account reaches $5,000 in eligible spend for the first time, at which time the accrued on-hold balance will be available to be redeemed. On-hold PRO Rewards are not redeemable and are subject to removal if the terms of the program are not met.
Members can earn Bonus Rewards by taking advantage of Special Offers. These offers could be on products, spend thresholds, activities, or during promotional periods.
A: PRO Rewards from eligible purchases are earned based on your tier at the beginning of each transaction. Your tier resets each year on January 1st
There are 4 tiers, and each calculates rewards at a different rate depending on the amount spent up to that point in the year in total:
• Tier 1: Earn 1% from $0 to $24,999
- Members earn rewards at 1% of their pretax purchase value up to the end of the purchase that they cross $25,000 spent during the year.
• Tier 2: Earn 2% from $25,000 to $74,999
- Members earn rewards at 2% of their pretax purchase value up to the end of the purchase that they cross $75,000 spent during the year.
• Tier 3: Earn 3% from $75,000 to $124,999
- Members earn rewards at 3% of their pretax purchase value up to the end of the purchase that they cross $125,000 spent during the year.
• Tier 4: Earn 4% from $125,000 to $250,000
- Members earn rewards at 4% of their pretax purchase value up to the end of the purchase that they cross $250,000 spent during the year.
- Members who have achieved $250,000 in total eligible purchases can still receive Bonus PRO Rewards.
A: If a PRO Rewards Member opts into receiving quarterly gift cards, they will be issued a KENT e-gift card automatically as a lump sum at the end of each quarter. These will be sent to the email associated with the account.
Redeemable PRO Rewards will be available for use as a payment method during in-store or online orders. PRO Rewards cannot be combined with any other payment.
e-Gift Card Redemptions Dates:
• March 31
• June 30
• September 30
• December 31
A: If you are logged into your account while on kentpro.ca you will earn towards your PRO Rewards tier progression, if you are not logged on, your purchases will not be tracked, and they will not qualify for PRO Rewards.
A: If you are logged into your personal account while on kent.ca you will not earn towards your PRO Rewards tier progression.
A: We are not able to issue physical gift cards for PRO Rewards at this time, but we will have the option to redeem online on your PRO account as well as using the e-Gift Card.
A: Yes, you can choose to pay for their orders by cash, debit, credit card, digital wallet, gift card, rewards, or in-house charge account. PRO Rewards are earned on all eligible purchases. Base and Bonus PRO Rewards will be issued when all line items from a Sales Order are invoiced.
A: Yes, as long as the employee is an Authorized User on your PRO Rewards Business account, they can earn towards your PRO Rewards.
A: If you think that your balance of PRO Rewards does not correspond to what is indicated on the website, or mobile application or that you have not received them at the end of the quarter, you need to contact your PRO Sales Associate or key contact, or the Participating Location by phone within thirty (30) days of the date indicated on the sales receipt.
All PRO Rewards will be considered correct unless an error can be demonstrated by the Member to the satisfaction of KENT.
A: PRO Rewards are calculated based on all purchases by you on your account, but the minimum amount spent since first enrollment to receive PRO Rewards at the end of the quarter is $5,000.00.
A: PRO Rewards will appear in an “on-hold” status until your PRO Rewards Account reaches an eligible spend of $5,000. This is when your total on-hold balance will be available to be redeemed.
A: Yes, you can use the PRO Rewards to make online purchases, this is a payment option through your KENT PRO Online Profile.
A: When you use PRO Rewards as a payment method online, the amount spent will become on-hold until that order is completely invoiced. At that time, the amount will be deducted from your Rewards Balance and removed from the on-hold status.
A:PRO Rewards themselves cannot be given to someone else but the e-Gift cards, that can be received at the end of the quarter, can be given to someone else.
A:Additional PRO Rewards information, including the complete PRO Rewards Terms and Conditions, can be found on this website:
A:To add users to your account, go to Account Dashboard and select company users. From there you can add or invite your employees as users to your account. For more information, watch our how-to video on the Bulletin Board.
A:Yes, you can earn Air Miles on your KENT PRO purchases by including your Air Miles Collector number in the designated box when you are checking out. Your Air Miles will also be included when you choose to check out with your KENT Charge Account that has been linked to Air Miles at Contractor Air Miles | Kent Building Supplies