Shipping policy

Shipping Policy

1. Order Processing
Orders are generally prepared within 1 to 3 business days. You will receive an email notification once your order has been shipped, including a tracking number. Please do not hesitate to contact us if you have any special requirements; we will be happy to discuss the options with you.

1.1 Shipping Information: The customer is responsible for providing and ensuring the accuracy of the shipping address. If a package is returned to us, the customer is responsible for the shipping costs if they wish to attempt a second shipment.

2. Shipping Methods

  • Standard: Delivery within 2 to 5 business days, depending on the region. Please note that we do not offer express delivery service. We work with different carriers, each of which has its own procedures.
    *Please note that during the holiday season, delivery times may be extended due to an increase in order volume and possible slowdowns in transportation services. We recommend that you place your orders in advance to ensure on-time delivery.
  • In-Store Pickup: Available free of charge for online orders. These are usually prepared the same day or the next day. You will be notified when your order is ready for pickup.

3. Shipping Zones
We primarily ship to Canada and the United States. We do not ship to European Union member countries due to regulations related to tax reporting. For international requests, please contact us for more information.

4. Shipping Costs
Shipping costs are fixed. However, please note that there may be a surcharge when purchasing very heavy or bulky items. We will contact you to determine the associated costs. Orders of $125 or more before taxes and after discounts qualify for free shipping in Quebec and Ontario.

5. Order Tracking
Once your order has been shipped, you will receive an email containing a link to track your package. You can also track your order in your customer account.

6. Delivery Delays
Although we do our best to meet delivery deadlines, delays may occur due to unforeseen circumstances. Once the package is in the hands of the carriers, they have all the information regarding its status.

7. Delivery Problems
If you encounter any problems with your delivery, please contact us at info@veillesurtoi.com or 450-239-0350 as soon as possible.

If a package is presumed lost, the customer is required to notify us no later than 30 days after the shipping date indicated in the tracking email. Veille sur toi will check with the carrier. After this period, it is not possible to conduct an investigation.

8. Returns
Please see our refund policy for more information on how to return items.