{"id":247,"date":"2022-08-11T15:43:15","date_gmt":"2022-08-11T15:43:15","guid":{"rendered":"https:\/\/staging2.devisesvieuxquebec.com\/?page_id=247"},"modified":"2025-05-08T10:05:18","modified_gmt":"2025-05-08T14:05:18","slug":"faqs","status":"publish","type":"page","link":"https:\/\/staging2.devisesvieuxquebec.com\/en\/faqs\/","title":{"rendered":"FAQs"},"content":{"rendered":"<div class=\"container-custom\">\n  <div class=\"regular-accordion mx-5  py-12 \">  \n    <div class=\" opacity-0 translate-y-4\">\n      <div class=\"title\"> \n                   <h1>FAQs<\/h1>                       \n      <\/div>\n          <\/div>\n    \n                       <div class=\"md:flex md:justify-between  border-b  pb-12 mb-8 border-black opacity-0 translate-y-4\">\n                           <h2 class=\"sub-title\">1. Rates &amp; Payment<\/h2>                                     <div class=\"md:basis-2\/3 lg:basis-3\/4\">\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.1<\/b> What is an exchange rate?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>An exchange rate tells you the value of our currency in another country. Think of it as the price being charged to purchase that currency.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.2<\/b> When do I need to pay for my reservation?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>On the date of the pickup<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.3<\/b> Do I need to pay in advance?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>No need to pay in advance. You will pay at the bureau when you pick up your order.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.4<\/b> Do you accept all bank denominations?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Yes, all bill denominations are accepted, unless torn, badly defaced or out of circulation<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.5<\/b> Are there any fees?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Yes there is a service fee of $2.99 for each transaction.<\/p>\n<p>For certain currencies, we also offer you the option to purchase a pre-pack which will guarantee the availability of small denominations for your order. Our pre-packs will allow you to reserve a % of your reservation in small denominations for an additional fee.<\/p>\n<p><b>For example:<\/b> If you want to reserve $1,000 USD and would like to receive a specific percentage in small denominations (i.e. 1$, 5$ and 10$ bills), we will offer you the following options:<\/p>\n<p>&#8211; 100% in small denomination: Service Fee + $1.99 fee<br \/>\n&#8211; 50% in small denomination: service Fee + $0.99 fee<br \/>\n&#8211; Standard: 25% in small denomination: service Fee + $0 fee<\/p>\n<p>Note: At the moment we only offer pre-packs for certain currencies. If your selected currency is available for a pre-pack, you will be able to make this selection during the reservation process on our website. Pre-pack option has a fee that is not inclusive of the standard service fee.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.6<\/b> What are the accepted payment methods?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Canadian debit cards or cash.<\/p>\n<p><b>Note:<\/b> If you are paying with a Canadian Debit card, the default daily transaction limit set by your bank is $1,000 CAD per day. If your reservation is for a greater amount, you will be required to call your bank before your pickup and increase this limit.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.7<\/b> Which currencies can I buy and sell?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>You can find the list of all the currencies we handle on our website by visiting our <a href=\"https:\/\/staging2.devisesvieuxquebec.com\/exchange-rates\/\"><span style=\"text-decoration: underline;\"><strong>Exchange Rate page<\/strong><\/span><\/a>,\u00a0or you can always send us an email to <a href=\"mailto:quebec@devisesvieuxquebec.com\">quebec@devisesvieuxquebec.com<\/a> if the currency doesn\u2019t appear on the list.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.8<\/b> Do you offer small notes?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Yes, we do but the availability will depend on our supplier&#8217;s inventory on the given day.<\/p>\n<p>For certain currencies, we offer you the option to purchase a pre-pack which will guarantee the availability of small denominations for your order. Our pre-packs will allow you to reserve a % of your reservation in small denominations for an additional fee.<\/p>\n<p><b>For example:<\/b> If you want to reserve $1,000 USD and would like to receive a specific percentage in small denominations (i.e. 1$, 5$ and 10$ bills), we will offer you the following options:<\/p>\n<p>&#8211; 100% in small denomination: Service Fee + $1.99 fee<br \/>\n&#8211; 50% in small denomination: service Fee + $0.99 fee<br \/>\n&#8211; Standard: 25% in small denomination: service Fee + $0 fee<\/p>\n<p>Note: At the moment we only offer pre-packs for certain currencies. If your selected currency is available for a pre-pack, you will be able to make this selection during the reservation process on our website. Pre-pack option has a fee that is not inclusive of the standard service fee.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.9<\/b> Can I choose my bank note denominations?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>If we offer a pre-pack for your currency, then you will be able to select the % of small denominations for your order.<\/p>\n<p><b>Note:<\/b> A small service fee is applicable, see our FAQ question about small bank notes above.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>1.10<\/b> Why don\u2019t you offer the spot rate like xe.com?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Devises Vieux-Quebec does not pay the spot rate found on xe.com when we acquire the currency. There are additional fees that we must pay, such as transportation and handling fees.<\/p>\n\n                    <\/div>\n                  <\/div>\n                            <\/div>\n                      <\/div>\n                   <div class=\"md:flex md:justify-between  border-b  pb-12 mb-8 border-black opacity-0 translate-y-4\">\n                           <h2 class=\"sub-title\">2. Reservations<\/h2>                                     <div class=\"md:basis-2\/3 lg:basis-3\/4\">\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.1<\/b> Why do I need to reserve?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>If you reserve, we will be able to guarantee the availability of the currency you want to buy or sell. We cannot assure you that we are going to have the currency you are looking for in stock if you don\u2019t reserve it in advance.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.1.2<\/b> How long does it take to obtain a currency?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Depending on our stock levels, your currency may be ready immediately or we can have it ready for you within 24-48 hours otherwise.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.2<\/b> Can I schedule a reservation on the same day?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Yes you can, in the reservation form, you will be able to pick today&#8217;s date as an option. However, you should wait for the confirmation email before coming into the store. We monitor our inbox frequently and the confirmation email will give you the confirmation that we have your currency in our inventory and that you could pick up your order on the same day as your reservation.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.3<\/b> Does a reservation lock in the conversion rate?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>No. When you reserve you guarantee the quantity desired but not the rate. <span style=\"font-weight: 400;\">When you arrive to pick up your reservation, the rate will be that day&#8217;s rate.<\/span><\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.4<\/b> Can I cancel my reservation? <\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Yes, you can. You can send us an email cancelling your reservation in order to do so. Our email is <a href=\"mailto:quebec@devisesvieuxquebec.com\">quebec@devisesvieuxquebec.com<\/a><\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.5<\/b> Can I collect my currency on the same day as my reservation?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>This will depend on the currency that you placed a reservation for. When you reserve online, we are notified of this request and will trigger a confirmation email if we have the currency on hand. This is why we highly suggest you wait for the confirmation email before coming to our store.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.6<\/b> Do I need to bring an ID?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>The request for a picture identification is required by legislation or for business purposes. We do not open accounts at Retail for our clients, hence the reason we must request identification every time, as it is deemed necessary to complete the transaction.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.7<\/b> What happens if I miss my reservation time?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>You can contact us by email at <a href=\"mailto:quebec@devisesvieuxquebec.com\">quebec@devisesvieuxquebec.com<\/a> to reschedule another time for your pick-up.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.8<\/b> I made a reservation but did not receive an email confirmation.<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Our confirmation email may have been sent to your junk or spam folder. If you can\u2019t find the confirmation email after checking these folders, it means that the reservation was not <span style=\"font-weight: 400;\">successfully<\/span> completed online. Please re-submit the reservation form.<\/p>\n<p>After each successful reservation submission, you will receive an e-mail confirmation indicating that we have received the reservation. Once we process the reservation, you will receive a 2nd e-mail from us letting you know that you can come and pick up your currency at our store location.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>2.9<\/b> Once I submit my reservation, is it automatically approved? <\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>No. You should wait for a confirmation email with the details of the pickup. Your order is not approved before you get this email.<\/p>\n\n                    <\/div>\n                  <\/div>\n                            <\/div>\n                      <\/div>\n                   <div class=\"md:flex md:justify-between  border-b  pb-12 mb-8 border-black opacity-0 translate-y-4\">\n                           <h2 class=\"sub-title\">3. Location &amp; Hours <\/h2>                                     <div class=\"md:basis-2\/3 lg:basis-3\/4\">\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>3.1<\/b> What are your opening hours?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Opening hours may change depending on the time of the year so be sure to check our website for our most recent opening hours.<\/p>\n<p>&#8211; Monday to Sunday: 10 am to 6 pm.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>3.2<\/b> Do you have a phone number that we can call?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>If you wish to speak to us you can schedule a time for us to call you using or form on our website <a href=\"#\">here<\/a>.<\/p>\n\n                    <\/div>\n                  <\/div>\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>3.3<\/b> Where are you located?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>We are located at:<\/p>\n<p>1127 Saint-Jean, Qu\u00e9bec, Qu\u00e9bec &#8211; G1R 1S3 &#8211; Canada<\/p>\n\n                    <\/div>\n                  <\/div>\n                            <\/div>\n                      <\/div>\n                   <div class=\"md:flex md:justify-between  border-b  pb-12 mb-8 border-black opacity-0 translate-y-4\">\n                           <h2 class=\"sub-title\">4. Travel<\/h2>                                     <div class=\"md:basis-2\/3 lg:basis-3\/4\">\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>4.1<\/b> Do you offer travel advice and guidance?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>Yes, our staff at the counter is very knowledgeable about different currencies in different parts of the world and can offer great advice.<\/p>\n\n                    <\/div>\n                  <\/div>\n                            <\/div>\n                      <\/div>\n                   <div class=\"md:flex md:justify-between  pb-12 mb-8 border-black opacity-0 translate-y-4\">\n                           <h2 class=\"sub-title\">5. Why chose Devises Vieux-Quebec<\/h2>                                     <div class=\"md:basis-2\/3 lg:basis-3\/4\">\n                                   <div class=\"accordion\">\n                    <button class=\"button\">\n                      <div class=\"button-title\"><b>5.1<\/b> Why should I order with Devises Vieux Quebecvs. my bank?<\/div>\n                      <div class=\"toggle\">\n                        <div class=\"x-bar\"><\/div>\n                        <div class=\"y-bar rotate-90\"><\/div>\n                      <\/div>\n                    <\/button>\n                    <div class=\"text max-h-0 transition duration-300 px-3\">  \n                      <p>We offer competitive rates, personalized service and support, no paperwork, no pre-approvals and a quick turnaround time.<\/p>\n\n                    <\/div>\n                  <\/div>\n                            <\/div>\n                      <\/div>\n                      <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-247","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.10 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Frequently Asked Questions - Devises Vieux Quebec<\/title>\n<meta name=\"description\" content=\"Questions about our online reservation system? 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