Shipping
SHIPPING COSTS AND DELIVERY TIMES
Shipping/delivery applies to Canada only.
The applicable shipping fee is $8.50 and covers the entire Canadian territory..
Dermapure reserves the right to charge an additional fee for any remote destination that may incur a higher than normal shipping fee.If a higher shipping fee is applicable, we will contact you.
We primarily use Canada Post to ship our products.
Nous utilisons principalement les services de Postes Canada. Les délais de livraison sont alors de 5 à 10 jours. Au besoin, le ou les colis peuvent être expédiés par Dicom.
REDUCE THE RISK OF ERROR!
We recommend that you retain your order confirmation number so that you can refer to it at the time of delivery. This will allow you to validate if the number of packages received corresponds to the number of packages specified on the shipper’s delivery slip.
PROOF OF IDENTITY AND/OR REQUIRED SIGNATURE
The delivery person may ask the recipient who made the initial purchase to present a valid photo ID (driver’s licence, health insurance card, etc.) and sign the delivery slip.
DAMAGE DURING SHIPPING
At the time of delivery, if your package seems damaged :
- Immediately inform the delivery person before signing the delivery slip
- Ask the delivery person to record the damage on the delivery slip before signing it (for example: “Broken Package”, “Opened Package”, “Damaged Package”, etc.)
- Ask the delivery person to open the package to see if any products are missing or damaged
ABSENT DURING DELIVERY
If you are absent during delivery, Canada Post will leave a delivery notice card. This card will inform you of the missed delivery date and list the nearest pickup location to your shipping address. Canada Post offers a package hold service for 15 days after the date indicated on your delivery notice card.
Dicom will hold your package(s) for 5 days.
MISSING ITEMS
If you discover that a product(s) is missing after delivery of your package has taken place, please contact us within 5 days of delivery, specifying :
- Your online order number
- Item references or a description of the missing products listed on your invoice
SHIPPING POLICY
When Dermapure confirms an order with the customer, it undertakes to send the products ordered to the billing address linked to the credit card used for payment.
If the shipping address differs from the billing address, a Dermapure customer service representative will contact you (by email or telephone) to confirm that the order is authentic.
Delivery times for a product held in our inventory vary from 2 to 10 business days following the date of the first confirmation notice sent to the customer. In the event that any portion of your order or your entire order is temporarily unavailable, we will contact you to verify whether the order should be cancelled (including a full refund of the total amount) or simply postponed.
We are committed to complete customer satisfaction and will make every effort to make sure your needs are met.
If you change your mind about an order, we cannot, unfortunately, allow you to cancel or exercise your right to withdraw if :
- Immediately inform the delivery person before signing the delivery slip
- Ask the delivery person to record the damage on the delivery slip before signing it (for example: “Broken Package”, “Opened Package”, “Damaged Package”, etc.)
- Ask the delivery person to open the package to see if any products are missing or damaged
Each refund request must be assessed by our customer service department on a case-by-case basis.
Any potential shipping delays attributable to shipping companies do not give the customer the right to claim damages and interest.
If one or more of the products is missing, defective or damaged, you must inform the shipping company at the time of delivery. If the item is deemed missing, contact our customer service department with your online order number and product references or a description of the missing item listed on your invoice within 5 days of accepting the delivery.
Strikes, accidents, theft, exhausted inventory and fires are considered force majeure and will release Dermapure from its obligation to deliver.