Delivery Information

SUPPLIER:


We use the services of Canada Post to deliver most of our packages. For large products such as electric fireplaces, we use Ups services.


FREE DELIVERY


Free delivery applies to products in the categories '' Merv 8 Standard Filters '', '' Merv 8 Ultra Filters '', '' Merv 11 Maxi Filters '' and '' Electric Fireplaces '' that are delivered in Provinces of Quebec or Ontario, Canada. Free shipping does not apply to other products.


FLAT RATE:


A fixed fee of $ 15 plus taxes per box for the categories '' Merv 8 Standard Filters '', '' Merv 8 Ultra Filters '' and '' Merv 11 Maxi Filters '' will be charged for all shipments made in the provinces of New Brunswick, Nova Scotia, Manitoba and Prince Edward Island, Canada.


SHIPPING CHARGE:


Shipping fees will apply for all deliveries made outside of the free delivery and flat rate zones at the Canada Post rates.


PROCESSING TIME AND TRACKING OF YOUR ORDER


For the products that are in inventory, your order will be processed and shipped within a maximum of two (2) business days. For any other products, your order will be processed and shipped within a maximum of four (4) business days. You will be notified by e-mail at every step of your order’s process:


-Payment and reception of your order.


-Preparation of your order.


-Shipping of your order.


You can also verify the status of your order by logging in to your account on the online boutique. We will also indicate your order’s tracking number from Canada Post in your shipping order notification e-mail.


ORDER CANCELLATION AND RETURN POLICY


You can cancel, free of charge, any order that you have made and that was not picked-up by Canada Post.  To cancel an order, please communicate with us by e-mail or by telephone. You will need to give us your name and address as well as your order number. Our processing time for an order being quick, it is essential that you communicate with us as quickly as possible to be able to cancel your order. We suggest that you communicate with us by telephone.


By e-mail: thermopompe@nrsol.com


By telephone: 514-856-7774.


You will be reimbursed directly on your credit card within two (2) business days. You will receive two (2) confirmation e-mails of the cancellation or your order (one from our transactional site and one from our payment gateway). In the event that you received the product but wish to return it, the following conditions apply: Defective product: If you should happen to receive a defective product, you have ten (10) business days, following reception of this product, to return it to us.  We will then replace the product free of charge.  Before we can send you the replacement product, you must first send us the defective product in its original packaging for inspection. Please refer to the RETURN PROCEDURES section to know the methods for returning merchandise.


Order cancellation:  If, for any reason, you wish to return your product and be reimbursed, you have ten (10) business days, following reception of this product, to return it to us. You must first send us the product in its original packaging for inspection.  Please refer to the RETURN PROCEDURES section to know the methods for returning merchandise. Handling charges of 15% will be applied to your reimbursement; you will therefore receive a reimbursement of 85% of the initial valued amount of the returned product.


Order error: In the event that you should receive a product other than what you ordered, you have ten (10) business days, following the reception of this product, to return it to us. We will then replace the product free of charge.  Before we can send you the replacement product, you must first send us the shipped product in its original packaging for inspection. Please refer to the RETURN PROCEDURES section to know the methods for returning merchandise.


RETURN PROCEDURES:


**It is of your responsibility to make sure that you respect the delays provided in the return policy**


STEP 1: OBTAIN A RMA NUMBER.


At the bottom of the page, in the “Customer service” section, click on the “Return” link. You will then access a formulary. Fill out the formulary and click “Continue”. We will provide you with a return number, by e-mail, within the 24 business hours following your demand.


STEP 2: SEND US THE PRODUCT.


Make sure that the product is in its original package. Open the box. Print and insert the return number that you received by e-mail. Carefully seal the box with adhesive tape.  Write down “Return to sender” on the package.  Present yourself with the package at a Canada Post counter.  Canada Post will return the product at no cost.


STEP 3: PRODUCT VERIFICATION.


Upon reception of the returned merchandise, we will inspect the product. All returned products must be in the condition that you received them. All returning of products that will clearly have been used will be refused.


STEP 4: REQUEST SETTLEMENT.


Order cancellation. We will reimburse 85% of the cost of your original purchase (excluding the fees for delivery) in the 24 business hours following the reception of your returned merchandise, directly on your credit card. You will receive a notification by e-mail for the reimbursement.


Defective product. We will send you a replacement product (same product code as the one purchased) in the 24 business hours following the reception of your returned merchandise.


Order error. We will send you a replacement product (same product code as the one purchased) in the 24 business hours following the reception of your returned merchandise.