Shipping policy and Return policy

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Shipping policy

 

We do our best to ship your orders out as quickly as possible. Our order processing time is typically 15 business days. Our customer service team is happy to address any questions regarding your order.

 

We offer domestic shipping within Canada with Canada Post. Shipping charges are applied to the order at checkout, except in the case of a free shipping promotion. We do not offer international shipping or pickup. A tracking number will be sent by email to the email address provided by the customer and will also be available in the customer portal on our site. Once the parcel has been delivered to the shipping address indicated on the order, the customer becomes responsible for the parcel. Trendgate is not responsible for the loss of a delivered parcel. In the event of a shipping delay or non-delivery, Trendgate will open a service ticket with Canada Post. In such cases, the customer must inform us of non-delivery no later than 30 days following the date that the order was dispatched from our center, as indicated on the shipping notification email. Beyond this period, it is not possible to open an investigation or file a claim with the carrier. Canada Post’s terms and conditions apply.

 

The customer is responsible for ensuring the accuracy of the mailing address. In the event of a correction, the customer will be charged a processing fee ($10 for evaluation, correction and preparation of the new order) as well as the shipping fee for the new parcel, even if a free shipping promotion is in effect or was offered at the time of the initial order.

 

The customer agrees to provide complete and accurate information (address, credit card with expiration date, email and phone number) to allow Trendgate to process the transaction and contact the customer if necessary.

 

 

Return policy

 

Trendgate accepts returns and exchanges only if the product has an aesthetic or electronic manufacturing defect for a period of 3 calendar days following the date of delivery as defined by the Canada Post tracking number. The customer must contact our customer service team to advise us of the reason for their dissatisfaction, ideally with photos illustrating the problem so that we may perform a quality-check. The customer may not proceed with the return process without authorization from customer service. No refund or exchange will be granted without authorization from customer service prior to returning the item.

A copy of the invoice must be enclosed with the parcel for the return to be processed. The item must be returned in its original condition. Any damaged product will not be exchanged or refunded. Exchanges are made according to our available inventory.

 

The parcel must be returned to the following address:
11100 Boulevard Louis-H. La Fontaine, Anjou, QC H1J 2Y5

 

The customer’s shipping cost for the return will be reimbursed upon presentation of a receipt. If the product is not declared defective upon inspection, the shipping cost will not be refunded. An email will be sent to the customer to confirm our receipt of the return and a complete follow-up will be done over email using the address provided during the initial order. The customer may change the preferred email address by contacting customer service. Once the product has been inspected, an email will be sent to the customer to approve or reject the return request. Refunds for approved returns are processed within 30 business days.

We do not accept cancellations of unshipped orders. Returns and exchanges are not permitted during major sale or liquidation periods. Where applicable, exemptions will be communicated on our website before the customer places an order.