Shipping and Refund Policies
Unless otherwise specified on your order form, we ship "PrePaid" with our designated carriers. Whenever possible, we choose a 1 day service in Canada and 2 days in the United States. When the order requires shipping on a pallet, the delay may be higher.
You can normally track our shipments on the internet using the information provided on the electronic delivery note. Generally, 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 "prepaid" 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.
Unless there is an error on our part, we will not take any steps to change the delivery address once the shipment is made. In the event of an error on our part, it may not be possible for our carrier to make the requested change. 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.
If your 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 "prepaid".
Our products are generally not eligible for return or exchange. If you are not satisfied with the product you received, please contact your advisor or firstname.lastname@example.org within 30 days of receiving the item.