

FAQS
We have gathered here the answers to many of your questions both about shopping online, in-store or even about our company in general.
If you have any further questions, please feel free to contact us through chat, email or even phone.
Stores and Products
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Where are the Castello stores located?
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Is Castello a Local Quebec company?
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Is there a price difference between online and in-store? asks Pauline from Baie-Comeau.
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How do I buy a gift card online and will it work for both in-store and online purchases?
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Can I buy all your Ravensburger puzzles at once? Asks Eve from Pincourt.
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I am looking for a Lego like building set for my 5 year old grandson. Do you have any suggestions? Claire from Charlesbourg.
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What is your competitive pricing policy?
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What are the conditions to qualify for a price adjustment under your Competitive Pricing Policy?
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Is it still possible to organize children's birthday parties at Castello de L'Ancienne-Lorette?
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Has the game room reopened at the Ancienne-Lorette store?
Website and Procedure
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Are online payments secure on your site?
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''Hello, how do I add an item to my cart on your site?'' Richard from Vaudreuil
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Are the prices on the Castello website the same as in store?
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How do I select products I like to consult later? Pauline from La Malbaie.
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How does the wish list function work on the Castello website. Pascale from Montreal
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I would like to make a change in my shopping cart. How do I do it? Line from Quebec
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When I am satisfied with my shopping cart, what do I do next? Luc de Lévis.
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To view and modify my current order, I click on my cart? Lucie de Fermont.
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What payment methods are accepted?
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If I received a damaged item, what should I do? Jean de St-Jérôme.
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Can I cancel an order? Phil from Sherbrooke.
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What happens if I ordered a product that is not available in your inventory? Yann from Sainte-Sophie.
Shipping & Returns
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What are the shipping costs for online or phone orders? Tania from Rimouski
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What is the procedure if I want to return? Charles de La Pocatière
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Will I get a follow-up of my order? Sara from Montreal.
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Is free shipping available? If not, what are the applicable fees? Gilles from Quebec City.
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What if I think my order is lost? Richard from Laval.
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Treat yourself to the Paul de Pont-Rouge "Store pickup" option.
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What is your return policy? Marco from Napierreville.
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Can I have an order I made myself delivered to the store? Ginette from Saint-Zacharie
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Why did I receive a gift with my order? Julie from Montmagny
Loyalty Club
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Qu'est-ce que le Club anniversaire?
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How much does your Reward Points & Loyalty Club program cost?
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How do I earn and redeem points?
Covid-19
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What security measures are in place at Castello stores?
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Will I have to wear a mask in the store?
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Can I pick up an item without entering the store? Maude from Cap Rouge
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Do I need a Vaccine Passport to enter the stores. Louis de Sillery
Do you have any other questions?
It's always nice to read you or to chat with our beautiful customers! Do not hesitate to contact us for any questions or comments.