What do I do if my package is damaged when the carrier deliver me my order?
Check immediately inside the box and if the product is damaged, refuse the package to the delivery man and call us to let us know.
If you have accepted the package, take pictures of the damaged box and product and send them by email. It is important to keep the damaged packaging and the product until we tell you tto not keep it because the delivery company could ask to pickup the damage product.
What carrier do you use?
We use many carriers and we choose the cheapest for the regular shipping.
Canada Post (in rare cases in extended areas, because our boxes are generally too big)
Day & Ross
If you have a preference regarding the carrier, contact us, extra charges may apply.
How do you proceed for the delivery? Is the process secure if I’m absent?
When we send our parcel, generally we require the signature of our customer during the reception of the parcel. No danger of flight or box damaged by the bad weather. If the carrier can drop the package at your door without signature, please inform us by email or phone.
We cannot determine or plan the hour or the arrival of the delivery truck.
If you are absent during the delivery, the carriers make generally 1 to 3 attempt(s) of delivery and afterward, the parcel is left with the closest warehouse from your home (the deliverer will leave a note on your door for that purpose containing your tracking number and the follow-up of delivery). At this simplest moment is of communicate with the carrier to take agreement on the continuation of your delivery. You must communicate with them as soon as you can within 3 business days. After that they can return the package to us.
If the package is sent back to us, extra shipping charges will apply of 24.95$ because we have to pay for the return and the new shipment.
If you plan to not be at the shipping address for a long time, please notify us as soon as possible so that we will hold the parcel at our warehouse until you return to avoid parcel returns.
The deliveries are made weekdays (monday to friday) during the daytime before 17h30. If your are absent during this periode each day, you can ship it at another address like your workplace or friend or family member you know they are present during weekdays. If you are present certain day during the week, just let us know and we'll deliver within these periods. You can ask us to let you know when the order is ready to ship to determine the good moment.
What is the delivery time?
The shipping time is usually 1 to 5 business days (+ production time) depending on the location of the delivery.
The deadline can be extended if we do not have the product in stock.
For any rush order, please contact us.
How is my order packaged?
The quality of your shipment is our priority and the materials we use to package our products reflect our commitment.
Your items are rolled with protective wrapping paper and packaged in a cardboard box.
Do you pay the return shipping cost for defective merchandise?
You are solely responsible for paying the return shipping cost for defective or otherwise any returned merchandise. If you pay to send the item back to us, we will replace the item and ship the replacement to you at no charge.
Every returns must be approved before. Please contact us before returning your order and request an approval return.
Do you ship to my country?
Generally, we ship in Canada and USA, but contact us and we will check if it is possible and what are the shipping fees.
Am I eligible to free shipping?
Free standard shipping:
- Alberta, Canada
- British Columbia, Canada
- Manitoba, Canada
- New-Brunswick, Canada
- Nova Scotia, Canada
- Ontario, Canada
- Quebec, Canada
- Saskatchewan, Canada
We offer free shipping on standard ground deliveries on almost all products. An inscription will notify you if the product is not eligible on its page or if additionnal charge apply.
The free shipping is eligible for a minimum purchase amount . This minimum purchase amount is on our website and in the shopping cart. Please refer to it.
If your package is shipped and you change the delivery address (different from what is listed in your order), either with us or the carrier, a $15.00 extra charge applies without notice. If you have a change of address to make, do it with us as soon as possible to prevent the package is shipped.
How to track my order?
When your order is completed, we will email you your order confirmation. You can track your order by sending us an email or contacting us.
When your order is shipped out, we send you a Shipping Notification email. The shipping method and carrier for your package will be listed in your account and in your shipment confirmation email. If tracking service is available, we include the tracking number in your Shipping Notification email (if you do not receive a tracking number, then tracking service is not available for your package). Delivery will occur between Monday and Friday.
* The shipping confirmation email may come from external platforms (having no header connected to our brands).
If you want to make sure to receive the tracking #, just send us an email and we will put a note on your order. We will send you an email when your order will be shipped out.