How soon should I expect to receive my order?
Orders are processed daily. Depending on the destination, a delay of between 3 and 7 days is foreseeable, but the delay can be extended for orders outside America.
To speed up, can I stop by your distribution center to pick up my order?
Our distribution center is not open to the public. However, your order can be picked up within 2 days at our store in Boucherville, QC. To benefit from this offer, you must select the corresponding delivery option .
How to calculate the shipping costs?
For all orders over $ 48, shipping costs are included for all deliveries to Canada (except for certain oversized products, these items are clearly identified). If the total before taxes is less than $48, a delivery charge of $8 will apply. Orders will be shipped by Canada Post or Purolator. For orders outside of Canada, shipping costs are free for orders over $100, and $20 for orders under $100 .
I must receive my order quickly. What to do ?
Enjoy expedited shipping for a flat fee of $7 ($13 if order total is less than $48). Your order will be prioritized and an expedited delivery option will be selected with the shipper. The same offer is valid for orders outside of North America ($18 for orders over $100, $30 for orders under $100).
The product does not suit me. What to do ?
Items must be returned new, unworn and unused, with the return label provided, the original packaging and the transaction number. To obtain the return label, please write to us at firstname.lastname@example.org. All returns or exchanges must be made within 30 days of receiving your order. Any deviation from these instructions could prevent a full refund of your order.
The following items are not exchangeable or refundable: gift cards, electronics, liquid products, food or supplement, underwear, swimsuits, swimming helmets, socks and compression garments.
Items purchased on final sale are neither exchangeable nor refundable.
Delivery charges and the surcharge paid for oversized items are non-refundable.
A delivery label will be sent to you after a request to email@example.com. An amount of $ 2 will be withheld from your refund to cover the cost of the return.
No other charge will be applied as long as the item is in a condition to be returned to market.
To avoid return shipping costs, the return can be made to our store in Boucherville, QC.
I forgot my password !
How can I pay for my order?
Orders can be paid by credit card only. The payment platform used is that of Shopify Pay, which holds the highest certification available in the protection of credit card information. This information is not accessible to us, which limits the risk of fraud.
Do I have to create an account to carry out a transaction?
You do not need to create an account to be able to make a transaction. You can actually make a transaction by being invited, but you must at least enter the following information:
- Email (to receive an order confirmation)
- Delivery address
- Billing address
However, we encourage you to create an account, which will help you in particular by following up on your past orders and which will allow you to find items already ordered more quickly.
I am a customer at the physical store, or I have already placed an order online, but I do not yet have an account on your website. How can I access my rewards points?
If you are already an in-store customer at the physical store, or even an online store customer, even if you do not yet have an account, your points will accumulate for the email address provided. To have access to your points, and to use them, you simply have to create an account using the same email address as the one provided at the time of purchase. It is important to use the same email address, so that you have access to your previously accumulated points. Once the account is created, you will have access to all your points and can use them, or continue to accumulate them.
How can I use my rewards points ?
When you want to use your rewards points, follow these steps:
1. Go to the website and log into your account. To do this, click on the "Account" tab at the top right of the screen and enter your email and password.
2. Click on the blue rectangle at the bottom middle of the screen.
3. A square will appear in the center of your screen, indicating your number of points accumulated and offering you a list of discounts redeemable for reward points. These will be crossed out if you do not have the required points, and will be released if you have the necessary points. When you have enough points and the discount is unlocked, you must click on the desired unlocked discount and claim it. Your points will then be redeemed and will decrease by the number used. It is important to note that you have a maximum of 365 days to use your discount after claiming it.
4. When you have claimed the discount, a promotional code is then created for your one-time use and emailed to you.
5. When you want to use the discount, simply add the desired products to your basket, then click on your basket and on "Proceed to payment".
6. Then, on the right of the screen, under the list of products in your basket, you will find a rectangle “Gift card or promo code”. In this rectangle, enter the promotional code which was sent to you by email following the claim of your discount. Note: It is not possible to combine the code with another promotional code. You can only redeem one code per purchase.
7. When the discount is applied, you can proceed with the purchase.
How can I accumulate rewards points ?
To find out about the different ways to get reward points, click on the blue rectangle at the bottom middle of the screen. Then, if you are not logged in to an account, click on "See the rewards", then click on "How to get". If you are already connected, you will also need to click on the blue rectangle at the bottom middle of the screen, then directly on "How to get".
The ways to earn rewards points are as follows:
- Create an account +30 Points
- Make a purchase +1 point par 1.00$
- Complete your profile +20 points
- On your birthday +100 points
- Share on Facebook +40 points
- Like us on Facebook +20 points
- Follow us on Instagram +20 points
- Refer a friend +100 points
- Review a product +20 points - minimum of 1 character - Maximum 10 per day
In addition, it is important to note that the reward points expire after 2 years of inactivity on your account. That is, if you have not accumulated or spent any points for 2 years, your amount of points will be reset to zero.
After the transaction has been concluded, I want to change the delivery address, what should I do?
It is not possible to change the delivery address in the system after the transaction has been concluded. If you ever wish to change this address, please write to us as soon as possible at firstname.lastname@example.org. If the package has ever been shipped to the old address, it is your responsibility to pick it up at that address.
Does the gift card purchased online have an expiration date?
No, and the law prohibits it. A gift card cannot be refunded.
When the selected items are in my basket, how do I complete the transaction?
After adding an item to your cart, you can directly click on "Go to payment" and follow the steps to complete the transaction. If you ever wish to continue shopping, you can always find your basket at the top right corner of the site to make your basket reappear on the right. On the shopping cart page, you can leave a note (if necessary) and click on "Go to payment" to complete the transaction.