Shipping, Satisfaction, Refunds, Returns and Other Policies
We ship for free any order over $75. Please note that taxes - as well as discounts - are excluded from this amount.
For example, if you receive a 10% discount and you apply it on a purchase of $76 (before taxes), your actual purchase is $76-10%. This order does not qualify for free shipping.
Shipping Time and Tracking
Your order will be shipped within 1 to 2 WORKING days, using Canada Post or Purolator. Most orders for Montreal, and cities in the Quebec-Toronto corridor arrive 1 to 2 days after shipping.
You will receive a confirmation email with a tracking number when your package is shipped.
All our packages are shipped by Canada Post or Purolator. You may receive it at home and, in case of absence, pick it up at the nearest post office. We believe this to be the best experience for you.
Accuracy of Shipping Addresses
The shipping address will be the one you entered in the shopping cart.
We do not manually enter any address. Therefore, if a package is returned to us because of a wrong address, the reshipment to the correct address will be done at your expense even if the package initially qualified for free shipping.
If you prefer to cancel the order, the order will be refunded, less the shipping costs to and from the location.
Winter Shipping and Freezing of Products
Most products will remain effective in freezing temperatures, but some may be affected.
Since we have no control over the location you choose to have your packages delivered to, please ensure that the reception will be in a location where the products will not be exposed to intense cold for a long period.
We recommend that you speak to your mail carrier to ensure that packages delivered in your absence will be sent to the post office; register for Canada Post's FlexDelivery service, or have your purchases delivered to your workplace.
No refunds, credits, or exchanges will be issued for products that have been altered by cold at the delivery location.
Refunds, Exchanges, and Returns
We try to accommodate all reasonable requests.
To request a refund or exchange, please contact us at firstname.lastname@example.org with one or more photos of the product.
Refund, Exchange, and Return Policy
We will exchange free of charge (with the same item or its equivalent) and cover the shipping costs for items that are defective upon arrival and reported within 10 days of your purchase. However, return shipping of items reported after 10 days of purchase will be at your expense.
Several types of goods are exempt from returns. Gift certificates, downloadable products, and perishable products cannot be returned.
If the item is no longer available, we will refund the original purchase price.
We will refund the items (except for exclusions), but you will pay for shipping if the items are NOT defective and you change your mind within 10 days of receiving them. To be eligible for a return, your item must be unused and in the same condition as you received it in its original packaging.
We cannot refund or substitute:
- Starters and ingredients that must be kept refrigerated.
- Items purchased on sale at 40% and more discount, unless a manufacturing defect is reported within 10 days.
- Equipment or accessories (containers, lids, thermometers, etc.) that have been used and are not defective.
Additional non-returnable items:
- Gift cards.
- Downloadable products.
Discounts and Deferred Discounts
Customers who purchased an item at a regular price (or with a percentage discount or lower price) within a 10-day period prior to a discount will be entitled to a credit for the difference between their purchase and the price they would have obtained with the discount.
Please note that discounts are never cumulative and can only be applied on the specified dates.
Simply contact us at email@example.com and specify the discount code and your order number and we will make the necessary adjustments.