All deliveries to Canada are made by Canada Post, Purolator or UPS. Depending on the service chosen, you will receive a tracking number by email and / or SMS allowing you to track your package. Note that in winter, no shipment is made on Fridays, this to avoid freezing of liquids in carriers' warehouses during weekends.
Shipping time vs delivery time
The shipping period begins at the time of validation of your order and corresponds to a period of processing and preparation of your products. The delivery time varies from 3 to 24 working hours, depending on whether we have your products in warehouse or not. Items (100% present in warehouse) are dispatched the same working day for all orders placed before 12:00 EST.
The delivery period runs from the delivery of your package to the service provider in charge of delivery. It corresponds to the time required for the delivery person to send your package to the delivery address indicated when placing your order. Please note that the delivery companies make daily pickups before noon only.
In summary: [shipping time + carrier delivery time] = your estimated delivery date.
Please note that delivery companies do not guarantee delivery times. The days indicated in the choices are only for estimates only.
Delivery costs (province of Quebec)*
Quebec residents will have the choice between different choices of service, each with specific delivery times (not guaranteed). In addition, fixed delivery cost options of $ 5.00 (net purchase of more than $100 before taxes) and free (net purchase of $ 250 or more before taxes) are all offered to you with a delivery time of 3 to 14 working days and via the carrier of our choice.
* Remote areas excluded. Read below.
Shipping costs Canada (outside Quebec)
Delivery costs across Canada (outside Quebec) are calculated based on the volumetric weight of the order, your location and your choice of service and normally include a period of 3 to 14 working days. Note that the prices displayed are calculated directly by the carriers and not by the Vitacru Clinic. Note that in winter, we only offer fast shipping services on our shipments to avoid freezing of the products.
Delivery to a unit number or any unit that is not a detach house
Vitacru reserves the right to change the delivery method chosen by the customer in the case of a delivery made to a home that is not a detached private home. In this case and if we deem it necessary, a delivery by Canada Post with signature could be chosen as a replacement in order to ensure the proper delivery of the package and to avoid any unnecessary delay.
Unfortunately we have to exclude certain zones or postal codes from our shipping service at reduced or even free rates for certain Quebec postal codes located in remote regions. If your shipping address is in one of these areas, region or postal code, be sure to choose a shipping method other than our "Free Shipping" and / or "Reduced Rate" otherwise we will have to cancel and refund your order. Here are the region and / or postal code impacted by this rule:
You will always have the choice of your carrier and this regardless of your level of purchase. In order to avoid any delay in delivery, we recommend that you choose a carrier that is not on strike or threatens to be on strike. We will always respect your choice of carrier. Note that all carriers no longer guarantee a delivery time when another carrier declares a strike.
High traffic period or Crisis (holidays, ice, virus, etc.)
Please note that neither we nor the carriers can guarantee delivery times during periods of high volume of packages and/or during any crisis. For example, from November 20 to December 31 of each year, no carrier can meet its delivery times. A delay which normally takes 2 or 3 days can take 5 times longer, or more than 15 working days in this period. Thank you for your understanding.
Validity of your delivery address
We make the delivery to the address that you will have indicated during your order. You are therefore responsible for ensuring the validity of this.
If ever it turns out that either an error, a refusal to receive from the tenant or a lack of information (ie: suite no., Company name, etc.) existed in the address you would have indicated and Canada Post cannot proceed to delivery to the latter or that the package has been delivered but since information was missing, the package could not be assigned to you by reception, then Canada Post will proceed (s' when applicable) upon return of the package in question to our distribution center and we will collect the return shipping costs (equivalent to those we paid initially).
From then on, we will simply reimburse your entire order minus 2x the delivery costs that we have paid (not to be confused with your amount of delivery costs paid) thus canceling your order. If you ever wish to recommend this same order later, we advise you to correct and validate the address and / or make sure that the people living with you at this address accept delivery beforehand in order to avoid the same concerns for a second. time.
Note that if Canada Post ever delivered your package but it could not be delivered to you by the reception of the company (or other) due to the fact that it lacked information allowing the package to be sent to you , note that we can in no way be held responsible for this state of affairs and that you will have to take steps to recover your package with the department / reception of the company having received your package for you.
No-signature clause in case of absence
LOST OR STOLEN PACKAGE FOLLOWING DELIVERY BY CARRIER.
Please note that if you have opted for the no-signature clause in case of absence and a carrier leaves your package in the lobby or in front of your door and your package disappears before your arrival, it will be your own responsibility to contact your insurance company in order to request reimbursement if this was your wish. Vitacru inc. disclaims all liability in these cases. If you don't want any risk, be sure to add the "signature required" option to your order. By placing an order on our online store (manually or by phone), you acknowledge that you fully agree with this policy and agree to comply with it.
Packages damaged during transport
EXCLUSION AND RESTRICTION OF CLAIMS OF CERTAIN ARTICLES
Canada Post is not responsible for any damage to any shipment containing fragile items. Fragile items include, but are not limited to, glass or items to be refrigerated or stored at a controlled temperature during transportation. So if you order a product which contains liquid and which is in a glass bottle, know that if ever this article - in spite of the quality of our packaging to avoid any breakage - was received at your place damaged, unfortunately we cannot compensate you in any way.
TIME LIMITS FOR SUBMITTING A CLAIM FOR BREAKAGE OR LOSS
A claim for compensation for loss or damage (other than a glass bottle, see exclusions below) must be submitted by email or telephone (514-351-3636 extension # 3) within fifteen (15) calendar days following the date of dispatch of domestic items (Canada).
STEPS TO FOLLOW TO MAKE A CLAIM IN CASE OF BREAKAGE OR LOSS
Contact us by email or phone (514-351-3636 extension # 3) to notify us of this situation. Make sure to inform us immediately and within a maximum of fifteen (15) calendar days following the date of shipment, otherwise we cannot help you.
IN CASE OF LOSS :
Applicable only if you've added the option of "mandatory signature for delivery", you must first wait for the standard delivery times to be exceeded depending on your mode chosen for your package. Normally, the carrier requires 21 working days from the time we open a service ticket (only the sender can open such a ticket) to find your package. Otherwise, the carrier will then issue a check to the sender and we will refund the card used for the initial purchase.
IN CASE OF BREAKAGE:
Make sure that the content that is damaged is not an article excluded from possible claims (see section on this subject above). Otherwise, the carrier can take up to 21 working days from the time we open a service ticket (only the sender can open such a ticket).
Make sure to take photos and keep the box and the products inside in case of a more specific analysis required by the carrier, until the conclusion of your investigation by the carrier.
During this period, the carrier will require that you send him the photos and products and the package so that he can see the quality of the packaging and the extent of the damage. They may even require you to complete a short survey before they make their decision.
In the event that the carrier accepts the request for compensation, then we will reimburse the card used for the initial purchase. Otherwise, we will unfortunately not be able to compensate you.
Unfortunately we cannot deliver outside of Canada at this time. Please refer to our frequently asked questions for more details.