Help
(A) Delivery
Shipping
Shipping is calculated according to distance, real weight/volumetric weight of the ordered items, and the chosen delivery service. Shipping is calculated in real time, and added in the shopping cart.
Free delivery for orders of 150$ and more (only for Canada)
This offer only applies for online orders or phone orders, with deliveries for Canada made with expedited parcels. Orders must respect the norms of weight and dimensions of
Deliveries for Canada
Deliveries in Canada are sent with expedited parcels, unless another delivery mode is mentioned. All orders are insured against damage and lost. According to the destination of the parcel, the applying federal and provincial taxes will be billed during the treatment of the order. Most orders are shipped the next business day, from our warehouse at Quebec. Delivery in rural regions, remote regions or foreign destinations may take more time. Sales taxes billed are related to the destination of the order, which means the address where the order will be delivered. Delivery delays are between 3 and 12 days for expedited parcels, and 2 to 5 days for priority mail.
Deliveries for the United States
All orders delivered in the United States are sent with Xpresspost. Those orders are not liable to the Canadian taxes. However, like for all orders crossing the customs, they are liable to custom import fees, American taxes, and customs administration duties. A customs bill will come with your parcel, or will follow by mail. Receivers must clear those supplementary fees, duties and taxes. Deliveries delays are generally between 4 to 10 days.
International deliveries
All orders with foreign deliveries are sent by plane. Those orders are not liable to the Canadian taxes. However, like for all orders crossing the customs, they are liable to custom import fees, foreign taxes, and customs administration duties. Receivers must clear those supplementary fees, duties and taxes. Some international destinations benefit from a special service from Xpresspost International of Canada Post. Check Post Canada website for further information. Delivery, according to destination, might take between 1 and 4 weeks.
Picking-up order in shop
You can buy with our online shop and choose to pick up yourselves your items at our physical shop. To do it, simply choose the option «In shop» as shipping method. Please advise us if you are planning to pick up your order more than 30 days after your purchase.
Restrictions
Restrictions to deliveries may apply to some products and some destinations. Those restrictions can be related to regional distribution agreements, expedition of dangerous products or out of norms products, and also on the complexity related to the exportation of some articles.
(B) Price and availability
The prices on our site are in Canadian Dollars. Go to the site www.xe.com if you want to convert your currency into Canadian Dollars
The prices can be modified, and SURPLUSPONTROUGE.COM keeps the right to modify them at any time and at its discretion. Because of this, we invite you to double check the final price of your order before proceeding with it.
If unfortunately one item of your order is no longer available, we will warn you by email and we will send you the products we have in stock. Sent items and the shipping fees for them will be subtracted from your credit card. We can send your products that are out of stock in a delay of four to five weeks, unless the product is no longer available with our suppliers. We will warn you with a mail when we receive the product to confirm with you that you are still interested. Products from this delayed order will be paid with your credit card, no additional shipping fees.
(C) Pay modes
Accepted pay modes on our site are credit cards (Visa, Master Card) and PayPal. SURPLUSPONTROUGE.COM will charge your credit card once the transaction is concluded. You will receive a bill by email for confirm your purchase. We will communicate with you by email if one article was no longer available, or if there is anything about your order. You can enter your credit card number in all security on our website, date is immediately encrypted. We guarantee you that each transaction on SURPLUSPONTROUGE.COM is secure.
If you prefer to call us to place your order, please call us directly at our shop, on business hours (see the contact section), at 418.686.2059
Are you asking yourselF what is the security number of a credit card? It is a number wrote on the card, on the front or the back depending on the company. Generally, the number is 3 or 4 characters long. This is an additional security, to be sure that you have the card in your possession. Check the following links to find the location of your security number
Master Card
Visa
(D) Creating an account
To use our online shop, you must first create an account. Inscription is free, quick, and easy. Click HERE to subscribe. Keep carefully all this information, as this will be useful for you each time you will order from our site.
(E) Guarantee and return policy
All products offered by SURPLUSPONTROUGE.COM are covered by the policy «Satisfaction or refund» for the 15 days following the purchase, which guarantee the full refund or exchange of an unused product. Returned articles that present signs of wear and tear or use will not be accepted, and sent back at your own expenses.
If you are not fully satisfied of your purchases, it is then possible to send back articles in mint condition, with all tags and your bill, for a timeframe of 15 days. For do so, please send us a mail at retour@surpluspontrouge.com for tell us the reasons for return as well as warning us about the sending of the parcel. It is very important to indicate clearly your order number. You will then be able to obtain an exchange, a refund, or a credit note. Returned items are under your responsibility. We suggest you to take insurance and tracking number for your parcel. By taking insurance, you will be able to follow your package with most shipping companies. Postal fees for returns are at your charge.
SURPLUSPONTROUGE.COM follows the rules and policies concerning guarantees from each supplier. Guarantees are thus supported by our suppliers. Replacement, credit or repairs are at the discretion of the supplier. To honour a guarantee, a supplier will require proof of purchase, clean items and no signs of major wear and tear.
(F) No answer to your questions?
No answer to your questions? Communicate with us at this mail address: info@surpluspontrouge.com. We will be pleased to answer all your interrogations