Can I change the shipping address once my order has shipped?

No. Unless there is an error on our part, we will not take any steps to change the shipping address once the order has shipped. In the case of an error on our part, it is possible that the requested change cannot be made by our carrier. We will still take the necessary steps to redirect the shipment as soon as possible after delivery to the wrong address. We recommend that you take care to verify the intended delivery address when you receive our electronic order confirmation.

Can you have the order shipped directly to my customer?

Yes, and in keeping with our distribution business model, everything will be shipped without our logo or address.

How will my order be shipped?

Unless otherwise specified on your order form, we ship "Postage Paid" with our designated carriers. Whenever possible, we choose a 1-day service in Canada and 2-day service in the United States. When the order requires shipping on a pallet, the delay may be longer.

My order has not been delivered yet, what should I do?

You can normally track our shipments on the internet using the information provided on the electronically sent delivery note. In general, the expected delivery date is indicated by the carrier. If, while tracking, you notice that there appears to be a problem with the progress or delivery of the shipment, you can contact the carrier directly for further details, or in the case of a "postage paid" shipment you can notify us and ask us to make arrangements with the carrier. If you are concerned that your shipment has been lost or delivered to the wrong location, please let us know. We will make the necessary arrangements with the carrier to investigate the situation and locate the shipment. We reserve the right to wait for the investigation to be completed, which may take a few days, before we resume production of your order.

What if my order arrives damaged?

It is important to notify us as soon as possible, and to leave the merchandise in the condition as received (including packaging). This way, it will be easier for us to make the claim and also to take the necessary steps to correct the situation to your satisfaction. In the case where the shipment was made on your account or that of a third party, it is the account holder who must make the claim. We are not responsible for damages when the shipment is not "Postage Paid".

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