Customer Service

Customer Service

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Customer Service

    Frequently Asked Questions

    Please find a list of the most frequently asked questions and answers below. We appreciate your time and strive to quickly and accurately provide answers to your questions.

  • What is 'Click & Collect'?
    • Our wonderful ‘Click & Collect’ service allows you to buy your Duty Free airport shopping online between 30 days and 12 hours before you fly. Browse and buy your favourite brands online at a time that's convenient for you, then pick up your products at the airport before you board the plane. Make sure you check the website regularly as new products and brands are added every week. Enjoy the same great prices as in store leaving you plenty of time to relax at the airport.
  • Do I need to be flying to use the 'Click & Collect' service?
    • Yes, you must be flying to an international destination and in possession of a valid boarding card to use this service.
  • What happens if my flight itinerary changes?
  • Where I can find the cigarettes and tobacco products?
    • We carry a very extensive range of Tobacco products available only in store. For more information about these products please contact our online shop customer service by email at websales@ari-na.ca or by calling us at 514-335-0254 ext 200. Your email will be answered within 48 hours.
  • What if I can't find the product I am looking for?
    • There are over 14,000 products in the total Montreal Duty Free product range. Availability, pricing and stock might vary between stores and our website. If you don’t see a product on our website, it might not be available online, but in stores only. However, we’re working to have all of the products you see in our stores available online in the near future. If you can't find what you're looking for please contact our online shop customer service by email at websales@ari-na.ca or by calling us at 514-335-0254 ext 200. Your email will be answered within 48 hours.
  • Where do I collect my purchases once I have pre ordered them online?
    • We have two signs posted collection points; one in the International Duty Free Store and a second collection point at the Transborder Duty Free store after you have cleared customs. Due to customs regulations, orders not collected prior to departing Canada cannot be collected upon your return. To collect and pay for your order you should present a printed or electronic copy of your order receipt and the relevant travel documents correlating with the flight details nominated on your order form. Please see our terms and conditions for further details.
  • What if your store is closed when I want to collect my Pre Order?
    • Don't worry! Our airport stores are open to serve customers on all departing flights, whatever the time of day or night. Your goods will be Ready for Collection on the day that you have specified.
  • How can I return a product?
    • We hope you are happy with the product(s) you have ordered, however if the product/s are faulty or damaged due to a genuine manufacturing defect within 30 days of purchase, please contact our online shop customer service at at websales@ari-na.ca or by calling us at 514-335-0254 ext 200. Your email will be answered within 48 hours.
  • Age restricted items - Can I buy Wine and Spirits online?
    • Wine and Spirits are restricted items which can only be purchased by those passengers over the age of 18 years. Should you wish to buy these items you will be asked to confirm that you are over 18 years of age on the website. You will be asked to prove your age (using a valid passport or other photo identification) on collection. Customers travelling within the European Union can purchase alcohol products at duty-paid prices. For passengers travelling to a Duty-Free destination outside the European Union we are currently unable to sell alcohol products on line. However, you can browse an extensive range of alcohol brands online and buy in store when you arrive at the airport.

      We will need the information below:

      Bill-to name
      Address and phone number
      Reason for return
      Copy of your receipt that you can email to websales@ari-na.ca
  • What items can I purchase tax and duty free on departure from Canada?
    • All products categories listed on this website are available for purchase on departure from Canada. It is your responsibility to familiarize yourself in respect of the allowances permitted for each country that you will be entering and clearing customs. We provide some guidance on our website in relation to the allowances applicable for the most popular travel destinations. Please see the Duty Free Allowances section for further details.
  • What is my tax and duty free allowance?
    • Tax and duty free allowances vary by jurisdiction. For further information please see the Duty Free Allowances section on this website. Whilst every effort is made to ensure that the allowance information is correct, Customs regulations can change without notice. Please check with our staff or with the local Customs Authority prior to travelling. Passengers should ensure that prior to travelling they are aware of the Customs allowances for countries they intend to visit.
  • How do I know if the products I ordered are in stock?
    • Our database is updated frequently to ensure that all the products on this website are always in stock. If an ordered item becomes unavailable after it is ordered, we will notify you as soon as possible to offer substitutes or the opportunity to cancel your order.