| LCBO

Frequently Asked Questions

Customer Account

Products

Promo Codes

Order

Payment

Shipping & Delivery

Same-Day Pickup

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 check out 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 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 any time, by simply updating their profile preferences or by following the unsubscribe link in any special offer or promotional email that they’ve opted in to receive.

How do I create an account?

To create an account, on LCBO.com click on “Create an Account” in the header, then complete all the required fields and select your email subscription preferences. On the mobile app, tap on “Register” in the account centre and complete all the required fields. Once your account has been created, you will receive a welcome email from us. If you have opted-in to receive email communications, you will receive a separate email.

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

If you can’t remember whether or not you created an account, on the “Sign In” page click on the “Forgot Your Password” link. You will be prompted to enter your email address. If an account exists for that email address, you will receive an email with a link to reset your password.

How do I change my personal information?

You can only update your personal information on LCBO.com. To change your personal information, sign in to your account, using your email address and password. Go to your account dashboard and select the “Edit” link under the relevant section you want to update. Once edits are made, click on “Save” to update.

How do I add favourite stores?

In order to favourite stores, sign in to your account using your email address and password. Click on the store name in the “My Store” header to open the Store Locator. You can search for stores by city or postal code using the search bar in the Store Locator. To favourite a store from the list of stores presented, select the heart icon beside the store, or click on the “Store Details” link to access the stores details page for the particular store, and select the heart icon on that page. To view your list of “Favourite Stores” on LCBO.com, enable the “My Favourite Stores” toggle in the Store Locator. On the mobile app, your list of favourite stores will appear under the “Favourite Stores” heading in the Store Locator.

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

To update your address book, sign in to your account using your email address and password. From the account dashboard or account screen, select “Manage Addresses” to access your address book. Click on the “Add New Address” link, then fill in the required fields and click “Save” to add a new address. You can only edit addresses in your address book on LCBO.com. To edit addresses in your address book, click the “Edit” button below the selected address you would like to revise. Make the appropriate changes and click “Save Address”. To remove an address on LCBO.com, click the ‘Delete’ link below the address you want to remove. On the mobile app, tap on ‘Edit List’ on the top right corner to expose the ‘Remove’ link, then tap on the ‘Remove’ link for the address you want to remove and tap ‘Done’ on the top right corner.

What if I forget my password?

If you can't remember your password, on the “Sign In” page click on the “Forgot Your Password” link. You will be prompted to enter your email address. If there is an account associated with the email address entered, you’ll receive an email with a link to reset your password. Make sure to check your junk or spam folder in your email account if the message does not arrive within a few minutes. Once you receive the email, click the “Reset my password” link in the email to create a new password.

How do I sign out?

Simply click the chevron beside your name in the header on LCBO.com and then click “Sign Out”. On mobile app, click the “Log Out” button on the account screen.

How do I close my account?

If you would like to close your account please contact LCBO Customer Care. They can be reached toll-free at 1-800-668-5226 or 416-365-5900, Monday to Friday from 8:30 am to 6:00 pm ET, and Saturday from 9:00 am to 6:00 pm ET, excluding holidays.

PRODUCTS

Are all products available in the store also available online?

Product selection and availability vary between our stores and our website. If you see a product in a store, it might not be available online, and vice versa. The website/mobile app displays near real-time inventory availability of your preferred store so you can shop with confidence.

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 next to the product.

What happens if a product is out of stock online?

You can check the LCBO.com website or mobile app later to see if an item is back in stock or you can check availability at LCBO stores. On LCBO.com, a user that is signed in can use the feature “Notify me when back in stock” to receive an email alert when a product is back in stock. 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 next to the product.

How do I change the fulfilment option for a product in my cart?

When you add a product to your cart, it will be automatically assigned to one of the free In-Store Pickup fulfilment options – either Same-Day Pickup or Deliver to Store for pickup in 5 to 14 days, based on the store selected and product availability. To move a product to a different fulfilment option, click on the “Switch to Home Delivery” or “Switch to Free In-Store Pickup” link next to the product. Alternatively, you can move all products within a fulfilment option by clicking on the “Change all to Home Delivery” or “Change all to Free In-Store Pickup” link within the fulfilment sections.

What happens when I move a product in my cart to Favourites?

When you click on the “Move to Favourites” link next to the product in cart, the product is removed from the cart and added to your favourites list. Only signed in users can use this feature.

Are there product limits?

There is a product limit of 480 units per SKU, unless noted otherwise.

PROMO CODES

How do I add promo codes to my order?

After you have selected the item(s) you would like to purchase, please proceed to your cart and enter the promo code in the "Promo Code" redemption field. Once you've entered the promo code and clicked "Apply", your total will reflect the applied offer.

Can I use more than one promo code at a time?

Yes, multiple promo codes may be used per order. Please check the details of your promo code offer as there may be some exceptions.

Do promo codes expire?

Yes, all of our promo codes have an expiration date, please check the details of your promo code offer.

Can I use my promo code with any item or on any shipping method?

You can use your promo code with any item(s) or any shipping method that meets the eligibility requirements of the offer. Eligibility requirements will vary depending on the offer, so please be sure to read through the details of your promo code offer.

Can a promo code be redeemed more than once?

Some promo codes may be limited to one-time use. Please check the details of your promo code offer.

Why is my promo code not being accepted?

Promo codes may not be accepted for the following reasons:

  • The promo code has expired
  • The promo code does not exist or is invalid
  • The promo code was not entered correctly
  • The promo code has already been used and it is limited to one-time use
  • The promo code cannot be combined with other promo codes
  • Your order does not meet the minimum eligibility requirements to use the promo code in question

Are there any restrictions on using promo codes?

Restrictions on using promo codes:

  • The LCBO does not accept competitor, manufacturer or any other third-party promo codes
  • Promo codes convey limited time discount offers and have zero cash or credit value
  • Promo codes must be submitted at time of order
  • Expired promo codes are not valid
  • Shipping cost and tax and are not included in calculating minimum purchase requirements, for home delivery orders
  • Promo codes are not valid on previous purchases
  • Promo codes are only available for online purchases and cannot be used in stores
  • Promo codes are not valid on gift card orders

ORDER

Is there a minimum or maximum cart quantity or value?

The minimum cart value is $50 and the maximum is $5,000, regardless of the type or number of fulfilment options included in your transaction. The minimum and maximum cart values are before shipping charges and taxes and are subject to change without notice.

What are bottle deposit fees?

Bottle deposit fees are applied to most wine, beer and spirit containers. These deposits will be refunded when you return the empty containers to The Beer Store or LCBO Agency Stores. All prices include bottle deposit fees where applicable.

Can I add a gift message with my order?

To add a gift message to your order, expand the “Gift options” section in cart on LCBO.com to add your message. On mobile app, tap on “Add a Gift Message” at the very bottom of the screen in checkout to add your message. Gift messages are limited to 180 characters and will be included with all the orders that are part of the transaction.

What happens when my transaction consists of more then one fulfilment option?

When a transaction consists of more than one fulfilment option, unique order numbers are assigned to each fulfilment option and they are treated as separate orders.

As the purchaser, what information will I receive about my order?

After placing a Same-Day Pickup or Deliver to Store order, you will receive multiple emails: (1) an Order Confirmation, when your order is received, (2) a Ready for Pickup Notification, when your order is ready for pickup at the selected LCBO store, and (3) an Order Picked Up Notification when your order has been picked up. If you’ve designated an alternate person to pick up your order at the store and provided their email address then they will also receive the emails.

For Home Delivery orders, you will also receive multiple emails: (1) an Order Confirmation when your order is received, (2) a Shipping Notification when your order has been shipped that will include a tracking number to track your order, and (3) an Order Delivered Notification when your order has been delivered.

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?

Should you need assistance placing an order or have any questions regarding your order, please contact LCBO Customer Care online or by phone at 1-800-668-5226 or 416-365-5900. The service is open Monday to Friday from 8:30 am to 6:00pm ET, and Saturday from 9:00 am to 6:00 pm ET, excluding holidays.

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. For Home Delivery orders, you’ll receive a Shipping Notification email that includes a tracking number and link to the courier website so you can check the status of your order.

Am I guaranteed to receive the products I ordered?

The LCBO will make every effort to fulfill your order. Unfortunately, we cannot guarantee that your order will be completely fulfilled, as breakage, mis-shipments and other causes beyond the LCBO’s control may result in unforeseen order shortages. 

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. You cannot remove or substitute an item once an order is placed. If there is another item that you would like to purchase, you will need to create a new order.

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 (i.e., bars and restaurants licensed by the AGCO). At this time, this service is for personal consumption only. 

PAYMENT

What type of payment is required to place an online order?

Payment can be made by VISA, MasterCard or American Express. Unfortunately, pre-paid cards are not accepted at this time on LCBO.com. 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. Payments made may be subject to 3D Secure payment authentication. For this reason, at the payment stage of your order, you may be directed to your credit card's secure payment page.

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). Your credit card will be charged once your Same-Day Pickup order is ready to be picked up, or your Deliver to Store or Home Delivery order has shipped.

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 receipt?

Your receipt will be attached to the Ready for Pickup Notification email for Same-Day Pickup and Deliver to Store orders, and the Shipping Notification email for Home Delivery orders.

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 that you provide a physical street address. If you cannot provide a physical street address, select the free In-Store Pickup option – Same-Day Pickup or Deliver to Store.

How do I place an order with multiple shipping addresses?

Currently you cannot send orders in a single transaction to different store locations. You also cannot send orders in a single transaction to different home delivery addresses.  To do this, you’ll 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 $11.95 (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*

Same-Day Pickup


Deliver to Store

Free


Free

Orders placed more than 2 hours before store closing are eligible for pickup within the same day at participating Same-Day Pickup stores.


Deliver to Store orders typically take 5 to 14 days for delivery, however delivery times may be longer to rural areas.

Home Delivery

$11.95 + taxes

Typically takes 2-3 business days in the Greater Toronto & Hamilton areas and 3-5 business days in all other areas.


*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?

Registered account holders can view the status of an order when they sign into their account. For Same-Day Pickup or Deliver to Store orders, you will receive a Ready for Pickup email once your order is ready for pickup at the selected LCBO store. If your order is designated for Home Delivery, you may track your package by clicking on the tracking number provided to you in the Shipping Notification email when your order ships.

What do I need to pick up my Same-Day Pickup or Deliver to Store order?

To pick up your Same-Day Pickup or Deliver to Store order, please bring the Ready for Pickup email along with government-issued photo ID to your selected LCBO store. Your identification will be verified against the name on the order and is required as proof of legal drinking age. 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?

If you are not home to receive your package for Home Delivery, our couriers may leave a delivery notice card with contact information and may provide the address of their closest depot where you can retrieve your package. Some of our couriers may attempt to deliver your order again, and/or provide you the opportunity to call to arrange for another delivery.

Don’t forget your valid government-issued ID and proof of legal drinking age to claim the package from our courier depots when applicable.

What do I need to accept my Home Delivery order?

Only persons over age 19 are eligible to accept home delivery orders. Please have your government-issued photo ID ready to show the delivery person at your front door.

How long will they hold my purchase?

Same-Day Pickup or Deliver to Store orders not claimed at an LCBO store within 21 days of the Ready for Pickup Notification email are subject to cancellation and refund without further notice.

For Home Delivery orders, our couriers will only hold on to your order up to 5 business days. Unsuccessful deliveries or orders that have not been picked up within that timeframe will be returned to the LCBO and you will be given a full refund to your credit card (excluding shipping charges and applicable taxes). Refunds are generally issued within 10 business days of when the return is dropped off at our warehouse by the courier. It may take an additional 3-5 business days for your credit card issuer to apply the refund.  During busy periods, the processing time may be longer.

What do I do if I received the wrong product?

Please bring any incorrect product to any LCBO store within 30 days, along with the proof of purchase (receipt) and valid government-issued photo ID, to get a refund for your product. If the store has the correct product in stock they may do a product exchange.  

What if my product is damaged?

Unfortunately, products damaged in transit cannot be reshipped. If your package contains a damaged product, please bring it to any LCBO store within 30 days, along with proof of purchase (which will be enclosed in your package) and valid government-issued photo ID to get a refund. A refund equal to the purchase price of the damaged product(s) will be processed to the original purchasing credit card. 

SAME-DAY PICKUP

What is Same-Day Pickup?

With Same-Day Pickup, you are able to place an online order from the selection of products available at a participating LCBO store and pick up the order within the same day if ordered more than 2 hours before store closing (subject to store hours, order volume, and product availability).

Please note: We are working hard to ensure orders placed can be picked up the same day. However, we are experiencing an exceptional order volume so you may experience delays in picking up your order at certain stores. Please wait to receive your Ready for Pickup Notification email before visiting your selected LCBO store.

We are working to provide more support in those stores and appreciate your patience as we find solutions.  

How do I place a Same-Day Pickup order?

To place a Same-Day Pickup order, click on the store name in the “My Store” header to open the Store Locator. Select a store that offers Same-Day Pickup. Once a Same-Day Pickup store has been selected, browse and add items to your cart. If your product quantity is available at the Same-Day Pickup store selected, the item will be added to the Same-Day Pickup section in your cart. If your product quantity is not available at the Same-Day Pickup store selected, the item will be added to Deliver to Store section in your cart.

On LCBO.com, when browsing a product category from the menu or viewing a list of search results, toggle on the filter ‘Available at Your Store now’ to see only those products that are currently in stock and available for a Same-Day Pickup order at your selected Same-Day Pickup store. On the mobile app, apply the filter ‘In Stock At Your Store’.

What products are available for Same-Day Pickup?

All products that are in stock at your selected participating LCBO store will be available for Same-Day Pickup. Online exclusive products and Vintages Shop Online products are only available for Deliver to Store and/or Home Delivery and cannot be purchased for Same-Day Pickup.

Is there a fee for Same-Day Pickup?

There is no extra charge for this service.

Will Same-Day Pickup be available at all stores?

We recently expanded the service to more LCBO stores and are currently working hard to add other locations as quickly as possible. To see a list of Same-Day Pickup stores on LCBO.com, expand the filters accordion on the Store Locator and filter by “Same-Day Pickup”.

Is my order guaranteed to be ready on the same day?

Please note that we are currently experiencing high order volume which may result in orders taking longer than normal to be ready for pickup. We appreciate your patience.

Orders placed more than 2 hours before store closing will normally be eligible for pickup within the same day, subject to order volume and product availability. Orders placed less than 2 hours before store closing, after store closing, or on holidays should be available for pickup on the next day that the store is open. In your shopping cart, prior to checking out, there will be an up-to-date forecast of when your order may be ready for pickup at the store. You will also receive a Ready for Pickup Notification email when your order is ready to be picked up at your selected LCBO store.

How am I notified that my Same-Day Pickup order is ready?

You will receive a Ready for Pickup Notification when your order is ready for pickup at the selected LCBO store. If you’ve designated an alternate person to pick up your order at the store and provided their email address then they will also receive the email.

How do I pick up my Same-Day Pickup order?

To complete your pickup, please bring the following:

  • Ready for Pickup Notification email
  • Government-issued photo ID to your selected LCBO store. Your identification will be verified against the name on the order and is required as proof of legal drinking age. 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.

There is a designated line for customers picking up Online orders, including Same-Day Pickup orders. When you arrive at the store, follow the Online Order Pickup signage and head to the designated order pickup area.

A reminder that Same-Day Pickup orders are only available for pick up during operating hours. Most retail stores operate Monday through Saturday and are open 11:00 a.m. until 6:00 p.m. on Sundays. Check the Store Locator for hours at your local store.

Will there be any delays in Same-Day Pickup orders due to COVID-19 or is my order guaranteed to be ready on the same day?

We are working hard to ensure orders placed can be picked up the same day. However, we are experiencing an exceptional order volume so you may experience delays in picking up your order at certain stores. We are working to provide more support in those stores and appreciate your patience as we find solutions.

Will you bring my order out to my car if I don’t want to come in store?

While customers must enter the stores to pick up their orders, we will make every effort to minimize time spent in line or in store when picking up an order placed online. To see a full list of stores that offer curbside pickup, click here.

Do I still need to line up to get into the store to pick up my order?

There is a designated line for customers picking up Same-Day Pickup orders. When you arrive at the store, follow the Same-Day Pickup signage and head to the designated order pickup area.

RETURN POLICY

What is the LCBO return policy?

When you pick up your package in store, or receive your delivered 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, and (iii) the product must be accompanied by the original receipt. Returns will not be accepted without your receipt as proof of purchase. All Product returns must be made in person at an LCBO store and require the customer’s name, address and telephone number and the customer’s signature to acknowledge receipt of the refund. Customers returning product must also show valid, government-issued photo ID to verify their identity. The LCBO will issue you a refund by a credit to the credit card used for the original purchase. Please note that delivery charges and charitable donations are non-refundable. For more information on returning products to the LCBO, click here.

UPDATE TO POLICY IN RESPONSE TO COVID-19: Each store has a dedicated returns station and all returns in saleable condition will undergo a disinfection and quarantine period of 3 days before resale.

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 products for anyone who is younger than 19 years of age. You (or the designated person picking up the order at the store, or accepting 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. For information on obtaining a BYID card, click here.

The designated pickup store or courier depot may refuse release of products if proper identification is not produced or if the recipient either is or appears to be intoxicated.

WEBSITE TROUBLESHOOTING

What web browser is the best for viewing this website?

The following web browsers are recommended for the best experience on LCBO.com: the latest versions of Google Chrome, Microsoft Edge, Mozilla Firefox, and Safari. Google Chrome or Safari are recommended if visiting the website on a mobile 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 name and billing address provided must match exactly with the name and 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.