Shipping Policy

SHIPPING & DELIVERY POLICY

Last updated: May 2024

At Maison Fortin, we are committed to delivering your order as efficiently as possible. Please review the shipping information below before placing your order.

By placing an order on our website, you agree to the shipping and delivery terms below.

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  1. Order Processing

Orders are processed within 1-5 business days (Monday-Friday, excluding holidays).

During high-volume periods, launches, promotional events, supplier processing peaks, or seasonal demand, processing times may be slightly extended.

Once your order has been processed, dispatched, or handed over to the carrier, it can no longer be cancelled. If you no longer want the order after dispatch, the standard return process applies after delivery.

Once your order has been shipped, you will receive a shipping confirmation email including your tracking information.

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  1. Estimated Delivery Times

Estimated delivery within Canada:
7-14 business days after dispatch.

Please note that delivery times are estimates only and are not guaranteed delivery dates.

Delays may occur due to:

  • High seasonal demand

  • Carrier disruptions

  • International transport delays

  • Flight delays

  • Weather conditions

  • Customs processing

  • Local carrier handover

  • Remote delivery locations

  • Incorrect or incomplete customer information

  • Unforeseen logistical delays

Once an order has been dispatched, delivery timing is controlled by the carrier and logistics network. Maison Fortin is not responsible for delays outside our direct control.

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  1. Fulfilment & Separate Shipments

To offer a wider selection of products at accessible prices, Maison Fortin works with international logistics partners, fulfilment partners and suppliers.

As a result:

  • Orders may be fulfilled through international logistics partners and supplier facilities

  • Items may occasionally arrive in separate packages

  • Items from the same order may arrive on different dates

  • Packaging may differ depending on the fulfilment location

  • Tracking numbers may be issued separately for different items in the same order

If your order arrives in separate shipments, this does not mean that the remaining item is missing. The remaining item may still be in transit and should continue to be monitored through the tracking information provided.

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  1. Shipping Costs

Shipping costs and promotional shipping offers are displayed at checkout.

Any applicable customs fees, import duties, taxes, or carrier handling charges imposed by local authorities or carriers are the responsibility of the customer.

Original shipping costs are non-refundable.

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  1. Tracking Information

Once shipped, tracking information will be sent by email.

Please allow 24-72 hours for tracking updates to appear after dispatch.

Tracking updates may be delayed due to carrier scans, international transit, customs processing, flight delays, sorting delays, local carrier handover or other logistics updates outside our direct control.

Customers are responsible for monitoring their tracking information and ensuring successful delivery reception.

If tracking has not updated for an unusual period, Maison Fortin may open an investigation with the carrier or logistics partner before determining the next step.

Refunds or replacements are not issued while a package is still in transit and actively moving through the delivery network.

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  1. Delivery Responsibility

Responsibility for the package transfers to the customer once the shipping carrier confirms successful delivery to the address provided at checkout.

Maison Fortin is not responsible for:

  • Lost or stolen packages after confirmed delivery

  • Delivery delays caused by shipping carriers

  • Failed deliveries due to incorrect or incomplete customer information

  • Unclaimed packages

  • Refused packages

  • Packages returned due to failed delivery attempts

  • Delivery issues caused by local postal services, customs authorities, carriers or logistics partners

If tracking shows “Delivered,” the order will be considered successfully fulfilled.

If a customer believes a package marked as delivered was not received, the customer must contact the carrier and Maison Fortin promptly so the situation can be reviewed. A carrier investigation may be required before any further action is considered.

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  1. Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information at checkout.

Any address errors or requested modifications must be reported within 24 hours of placing the order.

Maison Fortin cannot guarantee address changes once order processing has started.

If a package is delayed, returned, lost, refused, or undeliverable due to incorrect or incomplete shipping information provided by the customer, Maison Fortin is not responsible for the cost of reshipment, replacement, refund, customs fees or carrier charges.

If a package is returned due to an incorrect address, refusal of delivery, or failure to collect the package, additional shipping fees may apply before reshipment can be arranged.

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  1. Customs & Import Duties

Depending on your location, fulfilment route and local regulations, customs duties, import taxes or carrier handling fees may apply.

These charges are determined by local customs authorities or carriers and remain the responsibility of the customer.

Maison Fortin has no control over customs processing times or additional import charges.

Refusal to pay applicable customs duties, import taxes or carrier fees may result in the package being delayed, returned, abandoned or destroyed. Maison Fortin is not responsible for losses, delays or additional costs caused by refusal to pay applicable charges.

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  1. Delayed, Lost or Missing Packages

If your package appears delayed or tracking has not updated, please contact us at info@maison-fortin.com with your order number.

We may contact the carrier or logistics partner to request an update or investigation.

A package is not considered lost while tracking shows that it is still in transit, recently scanned, delayed, held for customs, awaiting handover, or moving through the delivery network.

Maison Fortin cannot issue a refund or replacement for a package that is still in transit unless the carrier or logistics partner confirms that the package has been lost or cannot be delivered.

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  1. Contact

For shipping-related questions, please contact:

info@maison-fortin.com

We typically respond within 1 business day.