Frequently Asked Questions

Customer Account

Products

Order

Payment

Shipping & Delivery

Return Policy

Social Responsibilities

Website Troubleshooting

 

Customer Account

Do I need an account to place an order?

You do not need to create an account in order to place an order; you can checkout as a guest.

 

Why should I create an account?

Creating an account has a number of benefits. You can review the status of your current and past orders, identify your favourite stores and products for easier online shopping, store multiple addresses for delivery to make online checkout more efficient, and manage how you receive LCBO emails about special offers and upcoming products.

 

What type of communication will I receive if I create an account?

You will only receive emails about your account or orders you’ve placed. Additional emails about special offers and upcoming products will only be sent to account holders who have opted in to receive such messages. Account holders can unsubscribe from receiving these emails at anytime, by simply updating their profile preferences.

 

How do I create an account?

To create an account, please follow these steps:

1. Click “Sign In/Register” at the top left of the page.

2. Click the “Create Account” button.

3. Fill in the required fields (name, email address, confirmation that you are 19 years of age or older) then select an account password.

4. If you would like to receive emails about special offers and upcoming products, click the box to opt in.

5. Click the “Register” button and your account will be set up.

6. Once your account has been created, you will receive a welcome email from us, if you have opted-in to receive email communication.

 

How can I check to see if I already have an account?

If you can’t remember whether or not you created an account, try the “Forgot Your Password” link. You will be prompted to enter your email address. If an account does not exist for that email address, you will receive an error message. You can then proceed to create an account if you wish.

 

How do I change my personal information?

To change your personal information, please follow these steps:

1. Log in to your account and click “My Account.”

2. Click the “Profile” link to make changes to your personal information.

3. Click the “Edit” button in the section of the information you would like to change (such as information about you, your LCBO account or your preferences).

4. Once edits are made, click “Save Changes.”

 

How do I add favourite stores?

1. In your Favourites, click the “Stores” tab.

2. Click the “Add Store” button to add a store. You can either enter a city or postal code in the search bar titled “Find a Store Near You” or “Use Current Location” button to locate a store. This will bring up a list of LCBO stores near the postal code you provided or near your current location, depending on your search criteria, as well as a map with store locations.

3. Select the heart icon beside the LCBO store you would like save to your favourites.

 

How do I add, remove or change a billing or shipping address in my address book?

1. Click the “Add New Address” button and fill in the required fields. Indicate whether to save the address as your primary billing or primary shipping address. The same address can serve as both.

2. To edit addresses in your address book, select the “Edit” button beside the address you would like to revise. Make the appropriate changes and click “Save Changes.”

3. To delete an address, click “Delete Address” instead of “Save Changes.”

 

What if I forget my password?

If you can't remember your password, please follow these steps:

1. Click the “Forgot Your Password” link.

2. Enter your email address and click “Submit.”

3. We'll email you a link to reset your password. Make sure to check your spam filters if the message does not arrive within a few minutes.

4. Once you receive the email, click on the link in the email: this will bring you back to LCBO.com where you’ll be asked to log in using the temporary password, provided in the email.

5. After logging in, you will be required to create a new password.

 

How do I sign out?

Simply click the “Logout” button beside your name on the top left corner of the page.

 

How do I close my account?

If you would like to close your account please contact helloLCBO. They can be reached at toll-free at 1-800-668-5226 or 416-365-5900.

Products

Are all products available in the store also available online?

Product selection and availability varies between our stores and our website. If you see a product in a store, it might not be available online, and vice versa.

 

How will I know what products are available to purchase online?

If a product is available to purchase online there will be an “Add to Cart” button beside the product.

 

What happens if a product is out of stock online?

You can check the site later to see if an item is back in stock or you can check availability at LCBO stores. Unfortunately, we cannot create a back order for a product that is out of stock.

 

Why can't I add a product to my cart?

Only products that are available for purchase online can be added to your cart. If a product is available for purchase online, you will not be able to add it to your cart if there is not enough inventory available for the quantity you requested, or if the product is out of stock. If a product is not available for purchase online or is out of stock online, an “Add to Cart” button will not appear beside the product.

 

Order

Is there a minimum or maximum quantity or value for an order?

Your cart must contain at least 1 item; total order(s) in the cart must be valued at a minimum of $50. The maximum quantity in a cart is 480 items; the maximum value of total order(s) in a cart is $5,000. The minimum and maximum cart values are before shipping fees and taxes and are subject to change without notice.

 

Will I get AIR MILES® reward miles for my online order?

You may earn AIR MILES® reward miles with your online order. Simply provide your AIR MILES® Collector Number during checkout. AIR MILES® are awarded when products are shipped, not when they are ordered.

 

What are container deposit fees?

Container deposit fees are applied to all wine, beer and spirit containers. These deposits will be refunded when you return the containers to The Beer Store or LCBO Agency Stores. All prices include container deposit fees where applicable. AIR MILES® reward miles are not applicable on container deposit fees.

 

How come my shopping cart has multiple orders in it?

Separate orders are created if products are fulfilled by different suppliers with varying delivery times. Each separate order will also have a separate delivery charge if home delivery is selected.

 

What is the difference between orders fulfilled by LCBO and orders fulfilled by third-party suppliers?

Orders fulfilled by LCBO are products that the LCBO has readily available and are sold by the case or individually. Orders fulfilled by third-party suppliers require the LCBO to obtain the products from the supplier; these purchases have longer delivery times and can only be ordered by the case.

 

As the purchaser, what will I receive?

For home delivery orders, you will receive two email confirmations: (1) an Order Receipt, when your order is received, and (2) a Shipping Confirmation, when your order has been shipped. For in store pickup orders, you will receive a third email: (3) Ready for Pick Up, when your order has arrived at the designated store. If you’ve assigned an alternate person to pick up your package at the store, the designated person will also receive the Shipping Confirmation email when the order has shipped, and a Ready for Pick Up email when the order is ready for pickup.

If you do not receive an email confirmation from us right away, please check your junk mail or spam filter.

 

If I’m having difficulties placing an order or have questions regarding my order, who can I contact?

Unfortunately we are unable to place orders on the customer’s behalf. Should you have any questions regarding your order, please contact helloLCBO online or by phone at 1-800-668-5226 or 416-365-5900. The service is open Monday to Friday from 8:30 a.m. to 6 p.m., and Saturday from 9 a.m. to 6 p.m.

 

Can I check the status of my order?

Registered account holders have the ability to check the status of their order and review their order history. Click here for how to track an order.

 

Am I guaranteed to receive the products I ordered?

Unfortunately we cannot guarantee that your order will be completely filled, as breakages and mis-shipments may result in unforeseen order shortages. If your order is not completely filled, you will receive a Short Shipped email indicating the quantity you ordered and the quantity that has shipped.

 

Can I add, remove or substitute an item in my order?

Once an order is placed, the details of that order are final, including the items purchased. If there is another item that you would like to purchase, you will need to create a new order.

 

What if my package is damaged?

If your package arrives damaged, please bring it to any LCBO store, along with proof of purchase (which will be enclosed in your package) to get a refund for your product. Click for more about our return policy.

 

Can I cancel an order?

Online orders are final and cannot be cancelled.

 

I’ve obtained a Special Occasion Permit (SOP) for a private event, can I order my alcohol online?

All alcohol used at your event must be purchased under the permit from an LCBO store, The Beer Store or any authorized manufacturer’s on-site or off-site retail store. At this time our online ordering process does not enable customers to purchase alcohol under a permit.

 

Can I order my alcohol online for my Licensed Establishment?

E-commerce on lcbo.com is not currently available for Licensed Establishments.  At this time, this service is for personal consumption only. 

 

Payment

What type of payment is required to place an order?

Payment can be made by VISA, MasterCard or American Express. Complete payment information, including credit card account number, security code, expiry date, as well as the address associated with the credit card, must be provided at time of ordering.

 

Can I use gift cards for online purchases?

Unfortunately we cannot accept gift cards for online purchases at this time.

 

When will I be charged?

When you place an order, an authorized hold will be made on your credit card to ensure there are available funds for your purchase. If the balance is available, the amount of your purchase will be reserved on your credit card (therefore this amount will not be available for other purchases). Once your order has shipped, your credit card will be charged.

 

What happens to my order if payment is declined?

If we encounter a problem processing the payment for your order, your order will be cancelled and you will receive an email notification that your payment was declined. If you would still like to make the purchase, you will need to place a new order using another credit card.

 

Will I receive a final receipt?

Your final receipt will be watermarked Official Receipt. It will be enclosed in your package if you’ve selected home delivery or provided to you at the store if you’ve selected in store pickup.

 

Shipping & Delivery

Where can I have my order shipped?

You can place an order from almost anywhere in the world; however, orders can only be shipped to an address within the province of Ontario or to the LCBO store of your choice. Orders cannot be delivered to a PO box so please ensure you provide a physical street address. If you cannot provide a physical street address, please choose the “store” delivery option.

 

How do I place an order with multiple shipping addresses?

Currently you cannot send orders in a single transaction to different locations. If you are ordering products to send to different shipping addresses, you need to place separate orders in separate transactions.

 

Are there any delivery charges when I order online?

Orders can be shipped free of charge to the LCBO store of your choice or delivered to an Ontario address for a fee of $12 (plus tax) per order. Note that shipping charges are non-refundable.

 

What are the delivery options and time frames?

 

Delivery Method

Cost

Delivery Time Frame**

Home delivery

$12

per order plus tax*

May take 2-4 days for orders fulfilled by LCBO

May take 3-4 weeks for orders fulfilled by third-party supplier

 

In store pickup

Free

 

May take 1-2 weeks for orders fulfilled by LCBO

May take 4-7 weeks for orders fulfilled by third-party supplier

*Cart may include multiple orders.

**Delivery times vary by product type and method of delivery. Typically, urban addresses will receive packages within the early part of delivery estimates; expect the latter part of delivery estimates for rural addresses.

 

Can I change the shipping location of my order?

Once an order has been placed, all details are final and cannot be changed, including the shipping location.

 

How do I track my order?

Account holders can view the status of an order when they log in to their account. If your order is designated for home delivery, you may track your package by linking to the Canada Post website and using the tracking number provided to you in the Shipping Confirmation email you will receive when your order ships. For in store pickup orders, you will receive an email once your order is ready for pickup at the designated store.

 

What do I need to pick up my order?

To complete your pickup, please bring the Shipping Confirmation email along with government-issued photo ID to the store. You will also be required to present proof of legal drinking age upon pickup of your order. Acceptable proof includes a valid driver’s licence, passport, citizenship card and BYID photo identification card. For information on obtaining a BYID card, click here.

 

What happens if I'm not home to receive my shipment?

Canada Post requires a signature for all deliveries. If you are not home to receive your package the carrier will leave a delivery notice card with the address of the closest postal outlet where you can retrieve your package. You will need to show valid government ID and proof of legal drinking age to claim the package from the postal outlet.

 

How long will they hold my purchase?

For home delivery orders, the postal outlet will keep your package for 15 calendar days. If you haven’t picked up your package within that time, it will be returned to the sender. In store pickup orders not claimed at an LCBO store within 30 days of arrival notification are subject to cancellation without further notice.

 

What do I do if I received the wrong product?

Please bring it to any LCBO store, along with the proof of purchase, to get a refund for your product. If the store has the correct product in stock they may do a product exchange.

Return Policy

What is the LCBO return policy?

When you receive your package, we ask that you examine it closely. If you are not completely satisfied with a product, you may return it to any LCBO store for a refund equal to the purchase price (excluding the amount of the delivery charge (if any)) for such product, subject to the following conditions: (i) the product must be in saleable condition, (ii) the product must be returned within thirty (30) days after pickup or delivery, and (iii) the product must be accompanied by the original receipt. Returns will not be accepted without your receipt as proof of purchase. However, if you receive a defective product, a receipt is not required to return the defective product to the LCBO. The LCBO will issue you a refund (i) by a credit to the credit card that you used to purchase such products, or (ii) by issuing a gift card, if you are unable to provide the LCBO the credit card used for the original purchase. AIR MILES® reward miles issued on the original sale will be deducted when a product is returned. For more information on returning products to the LCBO, click here.

Social Responsibilities

What are my social responsibilities?

When you submit an order, you are representing that you are aged 19 years or older and that you are not purchasing goods for anyone who is younger than 19 years of age. You (or the designated person picking up the order at the store, or signing for the order during home delivery) will be required to present proof of legal drinking age. Acceptable proof includes a valid driver’s license, passport, citizenship card and BYID photo identification card. The designated pickup location or courier may refuse release of goods if proper identification is not produced or if the recipient either is or appears to be intoxicated.

 

Website Troubleshooting

What do I do if I encounter errors when browsing the website?

If you encounter:

•  error messages such as "no resource found" or "The page you requested does not exist."

•  an unexpected view such as misaligned headers, missing shopping cart icon, missing “sign in/register” options

•  issues seeing the images or price of the products

•  issues with checkout or your shopping cart

Refresh the page, delete the cookies and reboot your device.

 

What do I do when I get the following error message: “We could not process your transaction. Please check your credit card information”?

The billing address provided must match exactly with the address on your credit card statement. If you continue to experience problems, please contact your credit card issuer for assistance, or try another credit card.

 

What do I do if my session times out?

After 15 minutes of inactivity on the payment page, you will not be able to complete your transaction. Please refresh the page and complete the checkout process again.