Online shopping policy

Thank you for shopping at La Pimenterie online store. Please note that any purchase made through our website is governed by the following terms of use.

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.

Acceptance of the Terms of Use

By making a purchase from our online store, you acknowledge that you have read and understood the present terms of use and agree to abide by them in their entirety. Likewise, you recognize the possibility of any change to them and agree to apply them.

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:

• Once you have made your purchase, you will receive an email confirming your order and giving you a tracking number[1]. This number will allow you to follow the progress of your order from our warehouse to your home.
• Upon receipt of your order, it will be processed by our team and delivered to one of our carriers within 1 to 3 business days, depending on traffic.
• La Pimenterie will cover the shipping costs for all transactions totaling $75.00 or more. Please note that below this amount, a shipping fee will be added to the total amount of the invoice. This fee may vary depending on weight and distance.

• In the event that one of the products ordered is out of stock, a member of our customer service team will contact you as soon as possible to inform you and to make arrangements.
• In order to avoid problems, La Pimenterie asks that all customer orders be hand delivered by our carriers. If you are absent at the time of delivery, a note and/or a key will be left with you so that you can pick up your order.
• If you have any additional question relating to your order or our procedures, we invite you to contact our customer service team via our Facebook page or at the following address: [email protected]. They will be happy to help you during our business hours, Monday to Friday, 9:00 a.m. to 5:00 p.m.

[1] Please note that this email often lands in your spam folder. Be sure to check it before contacting our customer service team.

Shipping Policy

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 protected] 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 [email protected] 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[1]. In order to benefit from such a refund, we ask you to respect the following elements:

• Take a picture of the broken product in its box as well as on the outside (unless it is a major and obvious breakage).
• Note the day of delivery and the service used.
• Send this information and your order number to [email protected] with the subject line BROKEN ORDER ####.

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 protected] 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:

• Wrap the product with bubble wrap or kraft paper to protect it from shocks of shipping.
• Use the original box or any box deemed safe and secure enough to immobilize the products.
• Write your order number on the box next to the packing slip.
• Return the item, using the shipping service of your choice for which you have prepaid, to the following address : La Pimenterie, 2251 rue Dandurand, Montréal, QC, H2G 1Z3.
• Contact us at [email protected] to inform us of your request with the subject RETURN ORDER ####.

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.

Privacy Policy

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.