Shipping policy
🚚 DELIVERY POLICY
ADDITIONAL DELIVERY FEES
A preparation and packaging fee of $2.00 will be added to postal deliveries.
Additional charges apply if the package weight exceeds 10 kilograms.
Extra fees are added for deliveries to remote regions.
Please refer to the fees and delays section for more information.
🏠 LOCAL DELIVERY (TROIS-RIVIÈRES):
Fixed delivery costs are $10.00. The Trois-Rivières-based company EFFI will deliver your orders within 24 to 48 hours from Monday to Friday. To track your order, you will receive a notification via email or text.
Only one delivery attempt will be made.
If you wish for the order to be left at a specific location, please indicate it in the comments.
It is your responsibility to provide a cooler if necessary.
📦 POSTAL DELIVERY:
Our fairies commit to assembling your order within 48 business hours for items available in inventory.
Please note that we are currently unable to deliver fresh and frozen products by mail.
It is your responsibility to provide the correct delivery address. In case of an error on your part, transportation fees will not be refunded. We do not deliver to PO boxes.
Delivery fees are calculated for a parcel with a maximum weight of 10 kg. If your order exceeds this weight, our customer service will charge the difference. Unfortunately, the total weight cannot be split into multiple orders.
DELIVERY FEES AND DELAYS
Quebec and Canada (except remote regions)
Fixed delivery fees in Canada within 2 to 6 business days are $14.99 in Quebec and $24.99 in Ontario, Manitoba, Saskatchewan, Alberta, and $50 in British Columbia.
Remote regions
To determine if your city is considered a remote region, click here*. BEFORE placing your order, please contact us to estimate your delivery fees.
*The list is non-exhaustive.
DAMAGES OR LOST PARCELS
Although we take all precautions during packaging, unforeseen circumstances may occur. If so, contact us at info@santeenvrac.com. A thorough follow-up will be conducted.
ORDER ERRORS
If you suspect an error in your order, promptly send an email to info@santeenvrac.com with an image of the error within 24 hours so we can provide a quick follow-up. The processing time for your request will be approximately 72 business hours.
CANCEL AN ORDER
To cancel an ongoing order, please send us a message using the link ''Tap here to reply to this message''. If your order has already been shipped or prepared, a 25% fee will be charged for handling as well as postage fees if applicable. No refunds on special order products.
If applicable, the refund will be made to your customer account as a credit note or gift card within 1 to 7 business day(s) after receiving the product at our warehouse and evaluating its condition by a SANTÉ EN VRAC representative. The refund is effective for the amount paid by the customer for the product(s) including taxes, minus the delivery amount.
Please note that we do not accept returns on vegetables and fruits that do not ripen, as we have no control over them, nor on bulk products.
This policy will be regularly updated.