Shipping policy
IMPORTANT COVID-19 UPDATE
Due to the increase in order volume, there may be a slight delay in our warehouses and we do not guarantee delivery time. Our team is working hard to ensure all orders are fulfilled and shipped as soon as possible.
In addition, please note that some apartment buildings no longer accept delivery to single units. Check with your building if you plan to order online.
Bas de Famille (“us” and “our”) is the operator of (https://souvenirdefamille.com) (“Website”). By placing an order on this website, you agree to the terms below. These are provided to ensure that both parties are aware of and agree to this arrangement in order to protect each other and to set expectations regarding our service.
1. GENERAL
Subject to stock availability. We try to maintain accurate inventory accounts on our website, but from time to time there may be an inventory gap and we will not be able to process all of your items at the time of purchase. In this case, we will provide you with the available products and contact you to find out if you would prefer to wait for the restocking of the out-of-stock item or if you would prefer us to issue a refund.
2. SHIPPING COSTS
Shipping costs are calculated during payment according to the weight, dimensions and destination of the items in the order. Payment for shipping will be collected with purchase. This price will be the final price for the shipping costs to the customer.
We are happy to offer free standard shipping on all orders over CAD $ 90 (before taxes) shipped to a Canadian address.
3. RETURNS
3.1 Return due to change of mind
Souvenir de Famille does not accept returns due to change of mind. However, we gladly accept exchanges. See our Return policy for more details.
4. TERMS OF DELIVERY
4.1 National transit times (Canada)
Usually domestic shipments are in transit for 2-8 business days
4.2 Cross-border transit time (USA)
In general, cross-border shipments are in transit for 2-4 business days
4.3 International transit time
Generally, orders shipped internationally are in transit for 5 to 25 days, but ultimately vary depending on the country of destination.
4.4 Shipping time
Orders are generally dispatched within 3 to 5 business days of payment for an order.
Our warehouse operates Monday through Friday during regular business hours, except holidays, when the warehouse will be closed. In these cases, we take steps to ensure that shipping delays are kept to a minimum.
4.5 Change of delivery address
For a change of delivery address request, we can change the address at any time before the order is shipped.
4.6 Shipping to a PO Box
Souvenir de Famille will ship to PO Box addresses located in Canada or the United States using postal services only. We cannot offer courier services (UPS, DHL, FedEx, etc.) to these locations.
4.7 Shipping to a military address
We can ship to military addresses using Canada Post for addresses located in Canada and the United States. We cannot offer this service using courier services (UPS, DHL, FedEx, etc).
4.8 Out of stock items
If an item is out of stock, we will wait until the item is available before shipping your order. The existing items in the order will be reserved pending this item.
4.9 delivery time exceeded
If the delivery time has exceeded the expected time, please contact us so that we can investigate.
5. FOLLOW-UP ON NOTIFICATIONS
During shipment, customers will receive a postal tracking link from which they can follow the progress of their shipment based on the latest updates made available by the carrier.
6. DAMAGED PACKAGES IN TRANSIT
If you find that a package is damaged in transit, if possible, please refuse the package from the courier and contact our customer service. If the package was delivered without you being present, please contact customer service for the next steps.
7. DUTIES AND TAXES
7.1 Sales tax
All Canadian residents are subject to GST or HST (depending on your province). Taxes are not charged for residents of the United States or other residents outside of Canada, with the rare exception of delivery from an in-state service provider.
7.2 Import duties and taxes
Import duties and taxes for international shipments may be payable upon arrival in the destination country. This varies by country, and Souvenir de Famille encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival in your destination country, the goods will be returned to Souvenir de Famille at the customer's expense, and the customer will receive a refund for the value of the goods paid, less the cost of the return. The cost of the initial shipment will not be refunded.
8. CANCELLATIONS
If you change your mind before you receive your order, we can accept cancellations at any time before the order ships. If an order has already been shipped, please refer to our refund policy.
9. PROCESS FOR PACKAGES DAMAGED DURING TRANSPORT
We will process a refund or replacement as soon as the shipping service finishes investigating the claim.
9.1 Process for packages lost in transit
We will process a refund or replacement as soon as the carrier investigates and finds the package lost.
10. CUSTOMER SERVICE
For any customer service request, please send us an email at admin@souvenirdefamille.com