How can I follow my order as it is processed?
You can follow the status of your order as it is processed and dispatched for delivery by accessing your account and/or through the website/services of the delivery company.
As soon as your order has been dispatched for delivery, you will receive an e-mail notification with the tracking number and a link to the website of the delivery company.
How long does delivery take?
As well as the delivery times quoted by our delivery partners, you should count between 1 and 2 working days for the preparation and packing of your order, from the moment you receive order confirmation from us.
Delivery times depend on the destination country.
- Canada: 1 to 5 business days
- USA: 2 to 6 business days
- Mexico: 2 to 3 business days (by air)
- Express Delivery: 1 to 3 business days
Longer delays may be possible for remote areas.
- During holidays and sales periods, delivery may take longer.
- Orders are not prepared and shipped during weekends and bank holidays.
What are the available delivery methods and how much do they cost?
Depending on the destination, we offer home delivery (standard and express).
Delivery costs vary according to weight, volume and geographical destination.
The precise cost is displayed at the moment when an order is made.
- For international deliveries, taxes and custom fees are added to the delivery costs and are payable by you at the moment when delivery/pick-up of the package is made.
- If a package is not claimed by you, after attempts at delivery have been made, then the cost of returning the package will be paid by you.
There is a problem with my package. What should I do?
You must verify the condition of your package and of its contents at the moment when delivery is made. All refund requests must be made within 48 hours of delivery, otherwise the request may be refused.
All refund requests must be made by e-mail to firstname.lastname@example.org and must include the order number, reference to the product, a clear explanation of the problem and a photograph of the product to illustrate the problem.
I have not received my order. What should I do?
It is rare for an order not to be fulfilled and delivered within the delivery times specified, but if you have not received your order within a month following order confirmation, please inform us by e-mail: email@example.com.
I entered the wrong delivery address. How can I change this?
Please inform us by e-mail at firstname.lastname@example.org.
Although our customer service will do everything possible to help, it is not always possible to change the delivery address. This depends on the delivery company that is handling the delivery.