Our business policy and DELIVERY

 

PAYMENT OPTIONS:  PAYPAL secure.  Major credit cards are accepted.

TERMS OF SALE:  Our prices are in Canadian dollars but before ordering, you have the choice to change the currency. Federal tax and provincial tax (where applicable) are added to the basic price, as well as the delivery charge.

If applicable other charges such as country duties, taxes and customs broker’s fees are at the customer responsibility ( if applicable).
 

DELIVERY:
       WE SHIP INTERNATIONALLY

 

FUNCTIONING:   It’s easy to calculate and know the shipping cost directly from our secure shopping cart.

 

1. Choose the currency by clicking top right of the page of the web site.

2. Choose and add to basket the products you like.

3. Click on complete the transaction.

4. Create an account: filling your billing address and delivery address (if different in the same country or in another country)

5. It will automatically calculate the shipping costs based on weight and volume of the order and give you different options for delivery costs and delay. It is an estimation calculated by Canada Post, not a guarantee of delivery at that date.

6. You’ll have then the choice to pay and you’ll be redirected on Paypal for payment or to change your mind without going through the process of payment. 

Important note:  For the security in the processing of the payment, Paypal requires to put the same billing address as the address of the owner of the credit card used for the payment. 

 

DELAY IN TREATMENT OF YOUR ORDER:  We need 24-48 hours (working days) to prepare your order before shipping it.

We process all of our maple products so the shipping is always done from our factory in Quebec, Canada.

 

DELIVERY TIMES:  Delivery times vary depending on the destination and the speed of delivery selected; you will be offered a choice at the checkout. Date of delivery is an estimation by Canada Post.  It is not a guarantee of delivery at that date.  As we don't control the carrier, we are not responsible for the delays of delivery.

 

FEES: Delivery fees vary depending on the destination, weight and volume of your order which are calculated automatically by Canada Post and the speed of delivery selected; you will be offered a choice at the checkout.

 

MODE:  We rely on the services of Canada Post Corporation ( associated with USPS for the USA) .  Should we be forced to change carriers (UPS, Nationex) for some reason, you will be notified.

 

FAILURE TO MEET DELIVERY DEADLINE:  If for any reason we are unable to deliver your order on time, we will let you know as soon as possible and you will be given the option of cancelling your order before shipping of the goods.


RETURNS AND EXCHANGES: 
You have 24 hours after the receiving of the package to advise us if you receive damaged or unsatifactory merchandise. You can return it to us at your charge provided it is still in its original packaging. If, however, the original packaging is too damaged to return, take picture and send them us by email, simply put the entire package in a slightly bigger box and send everything to us. We will refund the full value of the merchandise, plus your shipping expenses as well as the expenses for returning the package, within 30 days following receipt of the returned product after we had an arrangement with the carrier.

*** IMPORTANT: All our products are produced and packaged with the utmost care and under the best conditions. Be assured of their quality before shipping. However, some formats are more vulnerable than others to damage during the shipping, including METAL CONTAINERS such as cans 540ml . Please note that there will be no compensation or refund for these products if the containers are dented during the shipping which does not affect the quality of maple syrup inside. The compensation is only possible if there have been leaks of syrup resulting from breakage during transportation.


CANCELLATION:
 You have 24 hours to correct or cancel your order.


PACKAGES RETURNED FOR INCORRECT ADDRESS: It is the responsibility of the customer to register the correct delivery address. If there is an error,  the charges will be the buyer to pay the cost of returning the goods to our facilities. . These extra fees must be paid to us before we proceed to the return to the right address indicated by the buyer or will be deducted from the refund if the customer wishes to cancel the order.


  PAYMENT SECURITY:  When you use the Paypal secure payment system to make a purchase, your transaction is sent to an Internet payment terminal via a secure connection.  The connection uses the SSL.2 128-bit encryption protocol, which corresponds to the current security standard.

All data on the operation (details of the order, customer identification, credit card number) are encrypted for transfer from your computer to the Paypal server, which is the only server that can read the encryption.  Paypal then returns your order information to the merchant, without your credit card information.

We disclaim all responsibility in view of the fact that confidential information concerning you could be divulged.

EMAIL:  By opening an account with us, you give us the authorization to send you promotional emails. You will receive no promotional email without your consent.  Also, you can withdraw your consent to receive such email at any time.No email list will be sold or use for another purpopse than business on our web site.

HANDLING OF COMPLAINTS:

If you wish to make a complaint, please communicate with Lisa Nadeau, President.  She can be contacted as follows:

By phone at (819) 849-7089 or by fax at (819) 849-4042

By email: info@lafermemartinette.com

By mail:

La Ferme Martinette-Division Gourmet Érable inc. / Gourmet Maple Farm
1728 Chemin Martineau
Coaticook (Quebec) Canada  J1A 2S5

We process and respond to complaints within 10 days of the date they are received, free of charge.

If you are not satisfied with the handling of your complaint, you can contact the Consumer Aid Service as follows:

Consumer Aid Service
Conciliation Department
453 5e Rue, Suite 1
Shawinigan, QC  G9N 1E4 

Tel.: (819) 537-0918
Fax: (819) 537-5259
Email: sac-accreditation@cgocable.ca

 

 

 

Our business policy and DELIVERY