The usual time for processing an order is 24 hours (business days), but may vary depending on the availability of products ordered. This period excludes delivery times, which depend on your geographic location.
Estimated delivery times:
For more remote areas in Canada, certain additional delays and conditions may apply.
Our delivery times are for information only and do not constitute a guarantee. That said, if you experience an unusual delay in the delivery of your package, contact us at firstname.lastname@example.org and we will open a service ticket with the carrier. If necessary, additional delays may apply. Also, please note that we can not proceed to send a replacement package without confirmation from the carrier as to the status and whereabouts of your initial package.
All orders are shipped with a tracking number. Once your order has left our warehouse, a confirmation e-mail with a tracking number will be sent to you. You will be able to track your package at all times. If you are a registered customer and have an account with us you will also be able to track you orders in your purchase history section.
If your package has been delivered in a PO Box, please note that we are not responsible for any damage that may result (consequences of extreme temperatures, theft, etc.). For products damaged during transport, please see our Exchanges & Warranty > Products damaged during delivery section.
If the carrier fails to deliver the item as intended, it is sent to a post office for you to pickup. If you have received a delivery notice, follow the instructions on the notice to retrieve your item or check the delivery status using the tracking number we provided to you by email.
When you go to the post office to pick up your parcel, you will have to present the following documents:
WARNING: You will have a maximum period of 10 business days to pick up your package at the post office. Once this period is exceeded, the package will automatically be returned to us and we will proceed to the cancellation and refund of your order, minus the delivery costs for the return of your package to our warehouse ($9 flat rate).
Some products offered may be temporarily out of stock. In such a case, a customer service agent will contact you by email to inform you of any shipping delays. If your order contains a combination of available products and out of stock products, we will ship the entire order once all products are back in stock.