These terms apply only to purchases made through our website and may differ from our retailers. For any product purchased directly from a retailer, please contact the retailer where the transaction took place.
Specific Terms and conditions for Online Shopping
Orders placed through our online store are processed and shipped by our team from our facilities in Montreal. Any transmission of an order via our online store will be considered as a confirmation of purchase of the selected products. Once transmitted, the following terms will apply:
 Please note that this email often lands in your spam folder. Be sure to check it before contacting our customer service team.
La Pimenterie is committed to offering delivery anywhere in Canada. All orders to any of its provinces or territories will therefore be processed according to these terms and conditions. However, orders placed to another country will be automatically rejected and followed by a refund. These orders will be processed on a case by case basis by members of our team. To place an international order, we invite you to contact us at email@example.com to discuss the possibilities.
La Pimenterie reserves the right to choose the appropriate carrier to deliver the order. Usual delivery times are one to two weeks upon receipt of the order by the carrier. That being said, additional delays may occur depending on service traffic and your geographic location.
As we use third parties, La Pimenterie do not commit to a specific shipping time. However, our team remains available during the day to follow up with you on your shipments and their reception.
In order to avoid any shipping issues and additional delays, please make sure to clearly indicate the delivery address, apartment number if applicable and postal code when placing your order. La Pimenterie will not be responsible for any additional shipping charges that may be incurred due to incorrect shipping information. Any order that cannot be delivered due to incorrect information will be subject to additional charges.
Order Modification and Cancellation Policy
In the event that you wish to modify or cancel an order placed through our online store, you must contact our customer service team as soon as possible. You can reach them by our Facebook page or through the email address firstname.lastname@example.org with subject MODIF ORDER #### or CANCEL ORDER ####.
Please tell us the reason for your message, your order number and the phone number or email where we can reach you during our business hours (9:00 a.m. to 5:00 p.m.). A member of our team will contact you as soon as possible after receiving your message to accommodate you. Please note that orders that have already been shipped cannot be modified or cancelled.
Return, Exchange and Refund Policy
La Pimenterie will not provide refunds for orders that have arrived at their destination in due form. Only products considered unfit for consumption will be refunded without a request for return.
Damage rendering the products non-consumable
La Pimenterie is committed to implementing the necessary package solutions to protect the condition of its products. In the event of breakage upon receipt, La Pimenterie will directly refund any product that has been damaged in a way that renders it unfit for consumption. In order to benefit from such a refund, we ask you to respect the following elements:
Following the receipt of your email, a customer service agent will contact you to confirm the refund on your credit card. It may take from 1 to 3 business days to process your request if all the above are met.
¹ Damages that are included in this category includes broken bottles, lids or damaged seals. Cosmetic damages are excluded and will not be refundable.
Error on the order
In the event of an error on the order, i.e. if the products received do not correspond to those associated with your order number, La Pimenterie undertakes to make an arrangement with you for an exchange or a full refund.
In the event that an exchange is the desired solution, we invite you to send us your order number as well as photos of the contents of your order, in its box and outside of it, to email@example.com with the subject line ORDER ERROR ####. Once the products have been received, La Pimenterie will return your order as requested at no additional cost.
Unwanted Products and Cosmetic Damage
If you want a refund or exchange due to cosmetic damage or unwanted product, you must return of the product within 30 days of receipt. To do so, we ask you to follow the following procedure:
Following receipt of your email, a customer service agent will contact you to confirm that the process has been taken into account. The refund will be made to your credit card upon receipt of the products at our warehouse. An agent will then contact you again to confirm the transaction.
Please note that La Pimenterie will not cover any shipping cost associated with the return of those items. Any cost associated with returning items to our warehouses will be the responsibility of the requesting party.
In the course of its activities, La Pimenterie is committed to respecting and protecting the confidentiality of personal information provided to it under the Personal Information Protection Act (R.S.C. (1985), c. P-21). Only those members of La Pimenterie team who require your personal information in the course of their duties will be able to access it. This information will only be used to ensure the delivery of orders placed on our online store and to maintain internal statistics on the quality of our products and services.