Purchase / Return policy

Delay and shipping fees

Emeu Charlevoix offers its customers flat rates for Emeu Charlevoix products. Here are the modalities:

  • Quebec: 1-2 business days. Rate at 7.99$ on all orders up to 75$
  • Canada: 4-5 business days. Rate at 10.99$ on all orders up to 75$
  • United States: 6-7 business days. Rate at 10.99$ CAD.
  • France: 14-30 business days. Shipping fees at 8€ on all order up to 60€
  • All other countries: 7-12 business days. Shipping fees at 25$ CAD.

For several regions, Emeu Charlevoix also offers customers the option of selecting a superior delivery service. It should be noted however that the price of these services varies according to the destination, the volume and the weight of the order.

In case the registered delivery address is incorrect, the shipping costs of the second package are the responsibility of the customer.

 

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Shipping method

Rate

Delivery

Standard

Quebec $7.99 (Free shipping on order over $75)

Canada $10.99 (Free shipping on order over $75)

Quebec : 1-2 business days

Canada : 4-5 business days

Xpresspost

Variable. Will be confirmed in your shopping cart

Quebec : next dayt

Canada : 2 à 7 business days

Priority

Variable. Will be confirmed in your shopping cart

Quebec : next day

Canada : 2-5 business days

Shipping to the USA

Orders shipped to the USA are not charged Canadian taxes; however, all orders pass through customs and are subject to import dutiestaxes, and custom processing fees. A customs invoice will arrive with your parcel or may follow in the mail. Recipients are responsible for paying these additional fees.

Please note that Emeu Charlevoix is unable to provide estimates for customs fees. Check with your local customs office for more information.

Shipping method

Rate

Delivery

Standard

$11

6-10 business days

Xpresspost

Variable. Will be confirmed in your shopping cart

2-4 business days

Worldwide Priority – United States

Variable. Will be confirmed in your shopping cart

Next business day

Shipping rates for most of European countries

Orders going to international destinations are shipped by air mail. Orders shipped outside of Canada are not charged Canadian taxes; however, all orders pass through customs and are subject to import dutiestaxes, and custom processing fees. A customs invoice will arrive with your parcel or may follow in the mail. Recipients are responsible for paying these additional fees.

Please note that Emeu Charlevoix is unable to provide estimates for customs fees. Check with your local customs office for more information.

Many international destinations are now receiving improved airmail service via Canada Post Xpresspost International. For countries and delivery times visit Canada Post.

These shipping rates apply for Germany, England, Austria, Belgium, Denmark, Spain, France, Finland, Ireland, Italy, Norway, Netherlands, Portugal, Sweden and Switzerland.

Shipping method

Rate

Delivery

Standard

€ 25 (Free shipping on order over 60€)

14-30 business days

Small Packet tracked-international

Variable. Will be confirmed in your shopping cart

4-8 business days (for most destinations)

Xpresspost international

Variable. Will be confirmed in your shopping cart

2-4 business days (for most destinations)

International shipping Rates

Orders going to international destinations are shipped by air mail. Orders shipped outside of Canada are not charged Canadian taxes; however, all orders pass through customs and are subject to import dutiestaxes, and custom processing fees. A customs invoice will arrive with your parcel or may follow in the mail. Recipients are responsible for paying these additional fees.

Please note that Emeu Charlevoix is unable to provide estimates for customs fees. Check with your local customs office for more information.

Many international destinations are now receiving improved airmail service via Canada Post Xpresspost International. For countries and delivery times visit Canada Post.

Shipping method

Rate

Delivery

Standard

$25 (Free shipping on order over $75)

14-30 business days

Small Packet tracked-international

Variable. Will be confirmed in your shopping cart

4-8 business days (for most destinations)

Xpresspost international

Variable. Will be confirmed in your shopping cart

2-4 business days (for most destinations)

Holiday shipping deadlines

It is important for us to ensure the reception of your holiday gift at the right time; therefore, we recommend that you consider the deadlines below depending on the destination:

  • Shipments to Quebec: Deadline: December 18;

  • Shipments to Canada: Deadline: December 15;

  • Shipments to the United States: Deadline: December 14;

  • Shipments to all other countries: Deadline: December 6th.

Applicable taxes

The buyer agrees to pay the seller the applicable taxes in accordance with the delivery address they provide. Applicable rates will be automatically shown at checkout after you provided your shipping address. For all orders outside Canada, no taxes will apply. Some customs fees or taxes may be charged when receiving your order. Although, most countries offer tax exemptions. In example in France, no fees will be charged on orders below 150 euros coming from foreign countries.

Order cancellation

To cancel an order, please contact our customer service at 418-667-5443, Monday to Friday, from 8:30 a.m. to 5 p.m. (closed on public holidays). If we have already shipped your order, you will have to bear the delivery fees and follow the instructions provided in the “Shipping and returns” section.

Order returns

To return an article by mail, write to us via the contact form. A person in charge of the Charlevoix Emu Center will then contact you to tell you the steps involved in returning a package.

Returned products must be sent to the following address:

Centre de l’Émeu de Charlevoix
Emeu Charlevoix Returns
683, avenue Royale
Québec (Québec)
G1E 1Z1

You may return a product ordered on the Emeu Charlevoix online store in the 30 days following their reception (for an exchange or a refund). If you return a product, you must also include the invoice and a note stating the reason of the return. You will bear the return shipping fees and any risk related to the return of your product. We will not accept the return of products that were damaged or taken out of their original packaging. If a product is faulty (e.g. a defective pump), we will exchange it with the same product. If the product you receive is not the same that you ordered, Emeu Charlevoix will send you the correct product. In both cases, you will have to return the faulty product. The product must be returned with the invoice indicating the order reference number. If you have kept the delivery packaging of your product, you may reuse it for the return. Simply include the invoice and a note explaining why you are returning the item, seal the packaging and, at your local post office, ask that your parcel be returned to sender. By doing so, you won’t have to pay the return shipping fees. Otherwise, those fees will be your responsibility. Please note that we will refund the return shipping fees only in the case of a defect (e.g. altered product) or of an error on our behalf. In that case, please include a copy of your invoice with the return parcel.

Within Canada

Send via insured, prepaid Regular Parcel Post (this allows you to track your parcel with Canada Post). We cannot accept CODs or courier deliveries.

Outside Canada

Ship prepaid via insured ground shipping. Write “Canadian Goods Returning” on the outside of the package.

Do not return items by UPS or other carriers, as duty and/or brokerage fees will be charged, and your return will be refused by Emeu Charlevoix.

Exchanges by mail

Please contact us for information before you mail the item(s).

If your parcel is still in its original packaging, you may ask your local post office that it be returned to sender.

Upon reception of the returned products, all amounts charged to your credit card through the Emeu Charlevoix online store, except delivery fees, will be credited as soon as possible, provided that Emeu Charlevoix receives the returned products in the same condition that they were in when you received them.