FAQs - Frequently Asked Questions
What are the shipping times for your products?
We take 3-5 days to process your order during busier times, lead times may be longer, then 1-2 weeks for delivery, there may be longer lead times during busy times. This is beyond our control. Our packages will be delivered by Purolator or Canada post.
Do you ship all over the world?
No, for the moment, but subject to discussion.
Where do we ship your product from?
Our offices are located in Ripon, Quebec, Canada
Do you provide product tracking/tracking information?
Yes, wait 5 days after your order and ask us via email at firstname.lastname@example.org
Some items are missing from my order, what's going on?
All our products are sent at the same time. If you are missing a product please send us an email and we will be happy to assist you.
I received a damaged item. What can I do?
We are sorry to hear that. Simply send us an image of the damaged item in question to the email address: email@example.com and we will send you a similar replacement item as soon as possible.
Where are you located?
We are located in Ripon Quebec Canada
I still have not received my order. What's taking so long?
We apologize for the delay. Sometimes international shipping may take longer than expected due to customs clearance. However, you can track your order and see where it is at any time. If you still feel you need assistance in tracing your package or would like to inquire about it, please contact us by email at the following address: firstname.lastname@example.org
Do you have a refund policy?
We do our best to resolve any issues our customers may have with their online items. For more information, please read more about our refund policy.
If you have an order of $125 or more and you are subject to free shipping. If the package comes back to us for one reason or another, when you go to request a return there will be a delivery charge of $10.00 that will be charged to you. We are not responsible for the address error on the site, it is up to the customer to verify that their address is indeed the correct one as well as the postal code. If the address is the error of the customer you will be responsible, and the sending of the parcel will be at your expense and there will be no refund.
If there are customs charges for a delivery, the customer is responsible for paying them. At no time will we pay these costs to the customer.