Refund/shipping policy

thermomètre

Shipment
We process the orders on Sunday mornings and ship them on Mondays. Payments received after midnight on the Saturday (Québec timezone) will be shipped Monday of the following week.

 

Last revision: April 14, 2021

1.Shipping fees

In Quebec :

  • 20 $ CDN shipping fees are charged for any order under 100 $ CDN*.
  • Shipping is free for any order over 100 $ CDN.

 

Elsewhere in Canada :

  • 30 $ CDN shipping fees are charged for any order under 150 $ CDN*.
  • Shipping is free for any order over 150 $ CDN.

*The prices mentioned above are the purchase prices paid after discount (if applicable) and before taxes.

 

2.Cancellation policy

If you wish to cancel your order, please contact our customer services as soon as possible by writing to us by clicking on the chatbox at the bottom-right of the page.

Please give us your customer name, email address, invoice number and order total available to accelerate the process.

If your order is still in process, we will be able to cancel it. If it has already been processed and/or shipped, it won’t be possible to cancel it.

 

3.Breakage during transport

Our products are covered by a guarantee against breakage that may occur during shipping. If your products are damaged, we will exchange them any additional fees. In that case, please report any breakage within 72 hours from receiving your order.

If the label and the outside of the jar has been soiled by the spilled content of another broken jar, it’s not considered as a breakage because it’s content is still good.

To apply for a return, please contact our customer services by clicking on the chatbox at the bottom-right of the page.

We require the following informations :

  • Contact details (name, email, phone, address)
  • Order invoice
  • Product(s) you are requesting to be returned (Sku number)
  • Batch number of the damaged jar
  • Tracking number of the damaged parcel
  • Pictures/video of the packaging and of the damaged products

Once a return request is received, we will study it and guide you through the return process. The refund will be made on the same payment method that has been used during your transaction. Damaged products only will be refunded. The amount refunded takes into account any shipping fees or discount if it was applied on the transaction. It will be reimbursed proportionally to the number of broken jars.

*Products damaged by incident and not by transportation (e.g. dropping a jar on the floor) are not eligible for refund.

**This doesn’t apply to our frozen products. See section 6 for our frozen products.

4. 30 days order returns for online orders on canned products

Vita Nutrition Animale allows returns of canned products in a 30 days period after you’ve received your order placed on our website.

To apply for a return, please contact our customer services by clicking on the chatbox at the bottom-right of the page.

We require the following informations :

  • Contact details (name, email, phone, address)
  • Invoice number
  • Product SKU number you want to return
  • Reasons of return

Once a return request is received and granted, we will give you a return merchandise authorization number you will have to write inside and outside the delivery package shipped at your own expense*.

Vita Nutrition Animale refunds only unopened/intact and sealed jars when we receive your order back at our facilities. Please note every order is duly inspected when we receive it.

*Any parcel sent back at our facilities without any written consent from Vita Nutrition Animale inc. will be kept without refund.

 

5.Order errors or shipped to the wrong address

If you refuse to take the order when delivered, if the order is not claimed before the end of the transporter’s delays or if you made an error in the delivery address, the order will be sent back to our facilities.

Please note that the price of the product minus shipping fees will be refunded.

Exceptions :

  • Damaged jars (see above)
  • Error in the delivery address made by Vita Nutrition Animale inc.

 

6.Frozen products

 

Clients, please note : 

If you live in Québec : our frozen products are shipped in an isolated box. 

If you live elsewhere in Canada : please contact one of our retailers to buy some of our frozen products. Online orders for these products are not possible for the moment. If you order frozen products by mistake, they will automatically be refunded and the rest of your order will be processed.

 

Retailers, please note:

If you are in Québec : we suggest you order our frozen products with Big Country Raw. If you order directly from our website, know that our frozen products are shipped in an isolated box. 

If you are elsewhere in Canada : we suggest you order our frozen products with Big Country Raw.  Online orders for these products are not possible for the moment. If you order frozen products by mistake, they will automatically be refunded and the rest of your order will be processed.

 

Since our frozen products are cooked in high quality standards facility and high in fats, they are still safe to feed to your pet if they are unfrozen when you receive them. You can freeze them without any risk.

Vita guarantees you the frozen products will be delivered still cold to touch. If it should happen, we will issue a refund. The amount refunded takes into account any shipping fees or discount if it was applied on the transaction. It will be reimbursed proportionally to the number of non consumable products.

However, it is the client’s responsibility to put them in the fridge or in the freezer as soon as possible once delivered.

**Note that everything mentioned above ONLY applies to orders made on Vita Nutrition Animale Inc.’s transactional website. It does not apply for any product bought in store or from a reseller.**