- Shipping policy
- Return and exchange
Do not use if the safety cap is broken or missing. Keep out of the reach of children. Shake well before use.
Consult your health care professional if symptoms persist.
Do not use if you are pregnant or if you are pregnant. Breastfeed.
None of the people, employees and / or advisers working within Vitacru inc. is not a doctor within the meaning of the Act respecting the Quebec professional code and, as a result, we do not make any medical diagnosis, nor do we perform medical treatment, nor deal with health impairments. We are a clinic specializing in alternative medicine.
Vitacru inc. AND ITS REPRESENTATIVES, EMPLOYEES, ADVISORS AND STAKEHOLDERS HAVE THE ONLY OBJECTIVE OF PROVIDING GENERAL INFORMATION, ENCOURAGING EXCHANGES AND COMMUNICATION ON FOOD AND EXPERIENCES BETWEEN NON-PROFESSIONAL HEALTH PERSONS.
All advice given on the Vitacru.com portal (or elsewhere) is intended, solely and strictly, for adults and none of this advice should be applied to children without the advice of a health professional qualified to do so. < / p>
According to section 3 (chapter C-12) of the Charter of human rights and freedoms:
“Everyone has fundamental freedoms such as freedom of conscience, freedom of religion, freedom of opinion, freedom of expression, freedom of peaceful assembly and freedom of association. »
Consequently, the boutique.vitacru.com site (and / or its representatives, employees, advisers and stakeholders) does not in any way replace a medical consultation or the advice of any other health professional. Only your doctor (generalist or specialist) is empowered to establish a medical diagnosis and to establish the appropriate treatment resulting therefrom.
Vitacru inc. and its representatives, employees, counselors and stakeholders only offer general lifestyle advice, for the purpose of simple popularization. Its sole purpose is to allow users to capitalize their health potential through a natural approach. As part of this approach, Vitacru inc. and its employees, representatives and advisers endeavored to select the best recognized natural rules among the most effective, to make a synthesis of them, without these being of course being considered as complete and / or exhaustive.< p> As a result, the use of the information provided is carried out under the full and entire responsibility of the user in the same way as the use he could make from books or magazines. In no event will Vitacru inc. and or its members, employees and / or representatives cannot be held responsible for this use, as well as for errors, inaccuracies or omissions that may exist on the site. The advice provided on this site aims to give the best conditions to everyone to promote the right conditions conducive to the emergence of an optimal state of health.
All deliveries to Canada are made by Canada Post, Purolator or UPS and offer a maximum of $100 insurance in the event of loss or breakage. 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.
Our policy is 30 days. If 30 days have passed since your purchase (payment date), unfortunately we cannot offer you a refund or exchange and subject to the details and exclusions below. Please also note that all returns are subject to a restocking fee of 10% of the paid price of the returned items.
NB: Items purchased online cannot be refunded at the clinic. Please be sure to follow the refund procedures listed below.
To be eligible for a return, your item must be unused, unopened, with the security seal intact, and in the same condition that you received it. It must also be in the original packaging and you must be able to provide the original purchase invoice and/or receipt from the Clinic.
Several types of goods are exempt from being returned. Personal care merchandise such as body and/or face brushes cannot be returned or exchanged.
Other non-refundable/exchangeable items:
- Gift cards.
- Bock and catheter.
- All products in the "Care & Beauty" category.
- Downloadable Products.
- Vitamine C liposomale.
- Kits (Purification Set): Included products cannot be returned or refunded individually. Note however that you can return the 'kit' as a whole only if you have paid the full price (no web promo).
- All products purchased during 'Flash Sale', discounts or web promo.
- All products not displayed on the online store at boutique.vitacru.com.
- All purchases made by resellers.
PLEASE NOTE THAT IF YOU RETURN PRODUCTS THAT DO NOT COMPLY WITH THESE RETURN POLICIES, THESE RULES WILL APPLY:
Your products/items will be kept in your original box, at our clinic, for a maximum period of 30 calendar days so that you (or your preferred transport company) can collect your package and your products.
Note that in the event that you do not pick up your products before the expiry of this period, these same products will simply be destroyed.
Returns (if applicable)
You must - first - obtain a WRITTEN Return Authorization (RMA) from us BEFORE sending anything back to us or your return will simply be ignored. To receive your RMA, simply contact us to initiate everything.
STEPS TO FOLLOW (ONCE AN 'RMA' HAS BEEN GIVEN TO YOU BY US)
Put the new products back in a box and make sure to wrap them individually to avoid damage and / or breakage related to transport;
Send these products to us at: Distribution Vitacru, 1442 Antoine Dalmas, Laval, QC, H7Y 2A7 - at your expense and with a tracking number. In addition, we strongly recommend that you require a delivery signature to avoid any problems.
Send us by email once completed the tracking number that Canada Post (or any other transport company of your choice) will give you.
Refunds (if applicable)
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.
All other products that do not meet the return criteria (if applicable) will be kept at our clinic for a maximum period of 30 calendar days so that you can collect these products if necessary. Note that in the event that you do not pick up your products before the expiry of this period, these same products will simply be destroyed.
Refunds: deadlines (if applicable)
If you don't see the refund amount on your online credit card account, contact your credit card to validate with them. Despite the fact that we reimburse without delay, the banks holding your credit card require an average of 10 working days before publishing reimbursements on your online profile. If you have done all of this and still have not received your refund after these 10 business days following our refund notice, please contact us at email@example.com or by phone.
Sale Items (if applicable)
Only regular priced items can be refunded, unfortunately items purchased on sale cannot be refunded or exchanged.
Exchanges (if applicable)
We only replace products and/or items if they are faulty or damaged. If you need to exchange it, please follow the procedures explained in the "Returns" section above.
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the giver had the order shipped to themselves to give to you later, we will send a refund to the giver and they will be notified of your return .
To return your product, you must send your product to:
Distribution Vitacru, 1442 Antoine Dalmas, Laval, QC, H7Y 2A7
You will be responsible for paying your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the return will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service and insurance for loss or damage. In addition, we strongly recommend that you require a delivery signature to avoid any problems.
For the protection and security of our customers, no exceptions will be made to these policies. Thank you for your understanding.