DELIVERY TERMS AND CONDITIONS
1.- PLACE ORDER.
2.- ORDER CONFIRMATION.
Order confirmation will be provided via email after the order is placed.
Products in Stock:
All orders placed will be processed and shipped within 2 working days. Orders placed after 12pm Friday will be processed and confirmed on the following Monday. Holidays and weekends are not business days. Orders placed on Saturday or Sunday will be processed and confirmed on Monday.
Pre-order products (not in Stock):
We will let you know in the product description when is the expecting date as per the tracking information of our international transport agency. Note that these are international orders so they are subject of customs clearance procedures and inspection of products that can cause delays in delivery to our warehouse in Calgary.
4.- SHIPPING CONFIRMATION.
Shipping confirmation will be provided vie email after the fulfilment of the order is done by Vezorla, this mean your order is on its way to the mail address you provide us.
Our deliveries are done with Greenway Courier, a local courier, we are local and we like to support local. They do their best to leave it in your door step in the best hide way possible.
We do our deliveries with FedEx, Ups, Canpar and Purolator.
PLEASE NOTE THAT CARRIERS ARE PUTTING CERTAIN DELIVERY PROTOCOLS IN PLACE DUE TO THE COVID-19 OUTBREAK. In this link you will find service updates.
We will send you a tracking number for you to follow your package through the particular courier used for your package.
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact us and we will correct the issue immediately. If you send us an e-mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
As a safety precaution there are no refunds/exchanges on our food products unless there is a problem with the product itself. Contact us before purchasing if you have questions.
If the olive oil you receive is frozen, do not worry about it, it hasn't loose its quality and it will go back to liquid in few hours.
To make a return or exchange by mail:
All damaged / defective product must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged, otherwise it will not be possible to obtain a credit.
You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.
CANCELLATION & MODIFICATIONS
Changing or cancelling an order:
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded. It is not possible to change your order once it has been submitted. This also includes changing the size or quantity of a product, removing an item, changing the delivery address or payment method.
You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that orders shipped to a PO box must be shipped Canada Post & may take longer to deliver based on their delivery times.
HOW TO RETURN A PRODUCT
Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim.
Mail all returns to:
612 Burns AVE, SE
Calgary, AB, Canada
It can take up to 30 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.