Shipping policy

POSSIBILITY OF ADDITIONAL DELIVERY CHARGES

A $2.00 handling and packaging fee will be added to all postal deliveries.
Additional charges may apply if the package weight exceeds 10 kg.
Extra fees may also apply for deliveries to remote areas.

Please consult the Shipping Fees and Delivery Times section for more information.

LOCAL DELIVERY (TROIS-RIVIÈRES)

A fixed delivery fee of $10.00 applies.
Deliveries are handled by the local Trois-Rivières company EFFI, within 24 to 48 business hours (Monday to Friday). You will receive a notification by email or text to track your delivery.

Only one delivery attempt will be made.
If you would like your order to be left in a specific location, please indicate it in the comment section when ordering.
It is your responsibility to leave a cooler if needed.

POSTAL DELIVERY

Our team will ensure your order is packed within 48 business hours, for items currently in stock.

🚫 Please note that we currently cannot ship fresh or frozen products by mail.

It is your responsibility to provide the correct shipping address. In the event of an error on your part, shipping costs will not be refunded. We do not deliver to P.O. boxes.

Shipping rates are calculated for packages up to 10 kg. If your order exceeds this weight, our customer service team will charge the difference. Unfortunately, the total weight cannot be split into multiple shipments.

SHIPPING FEES & DELIVERY TIMES

Quebec and Canada (excluding remote regions)

• Québec: $14.99 (2–6 business days)

• Ontario, Manitoba, Saskatchewan, Alberta: $24.99

• British Columbia: $50.00

REMOTE AREAS

To find out if your location is considered a remote area, click here*.
Before placing your order, please contact us for a shipping estimate.
*This list is not exhaustive.

DAMAGED OR LOST PACKAGES

Although we take great care when packing your items, accidents may happen.
If your package is damaged or lost, please contact us at info@santeenvrac.com within 24 hours of receiving the package. A thorough follow-up will be carried out.

ORDER ERRORS

If you suspect an error in your order — although each order is prepared and checked by two different team members — mistakes can happen.

⚠️ To avoid delays, please do not call the store. Instead, send an email to info@santeenvrac.com with a photo of the error.
Your request will be processed within approximately 72 business hours.

ORDER CANCELLATION

To cancel an order in progress, please send us a message using the link “Click here to reply to this message.”

If your order has already been shipped, prepared, or if the products have already been ordered from our supplier to meet your request, a 25% fee will be charged for handling, along with any applicable shipping costs.

⚠️ No refund will be issued for special order items, including products specially ordered for you from our supplier.

If applicable, the refund will be applied to your client account as a store credit or gift card, within 1 to 7 business days following the return and inspection of the item by a Santé en Vrac staff member. The refund will be based on the amount paid, including taxes, minus shipping fees.

🚫 Please note that we do not accept returns on fruits and vegetables that fail to ripen (as this is out of our control), or on bulk products.

📌 This policy is subject to regular updates.