SHIPPING, DELIVERY, RETURNS AND REFUND POLICIES

Effective date: Sep 17 2024

Shipping and Delivery Policy

1. Shipping Partners

At Cheeriosity Inc. (CHEERiosity), we utilize Canada Post, UPS, and Purolator as our primary shipping partners to ensure that your orders are delivered promptly and securely. At checkout, you will be informed which shipping partner will be used for your order. Depending on your address and the available shipping options, you may have the ability to choose from multiple carriers. However, in some cases, the shipping partner may be automatically selected based on factors such as location, service availability, and delivery speed.

2. Shipping Restrictions for Quebec

Due to the stringent multilingual requirements mandated by the Quebec government, we regret to inform you that we are currently unable to ship our products to Quebec. This decision is made to ensure compliance with the Charter of the French Language (Bill 101) and to avoid any inconvenience to our customers regarding language accessibility.

We understand the importance of providing a product that meets the linguistic needs of all our customers, and we are actively working on developing a multilingual version of our product. We anticipate that this version will be available in the near future, at which point we look forward to serving our valued customers in Quebec.

We apologize for any inconvenience this may cause and sincerely appreciate your understanding as we work towards making our products accessible to a broader audience. Please stay tuned for updates regarding the availability of our multilingual product.

3. Order Processing and Shipment

Processing Time: Orders are typically processed within 1-3 business days after payment confirmation. Once your order is processed and handed over to one of our shipping partners, you will receive a notification email containing your tracking information.

Shipping Completion: Once an order is handed over to our shipping partner, it is considered complete, and the risk of loss passes to you upon delivery of the items to the carrier. This means that any issues arising after the order has been handed over to the carrier are the responsibility of the customer.

4. Delivery Timeframes

Delivery times vary based on your location and the shipping method chosen. Typical delivery usually takes 5-7 business days within Canada, but rural or remote locations may experience longer delivery times. Cheeriosity Inc. ships from Alberta, so Eastern provinces may experience slightly longer delivery times than Western provinces.

Please note that delivery times are estimates and are not guaranteed. External factors such as weather conditions, postal delays, and carrier issues may impact delivery times.

5. Shipping Insurance

We encourage customers to purchase shipping insurance, especially for high-value orders or if you have concerns about potential issues during transit. Shipping insurance provides additional protection in case of loss, damage, or theft during transit. If you choose not to purchase shipping insurance, you assume the risk for any shipping-related issues.

6. Tracking Your Order

Tracking numbers are provided for each parcel once your order has shipped. Use the provided tracking number to monitor your delivery status on the shipping partner’s website. If you haven’t received a tracking number or encounter issues with tracking, please contact us at support@cheeriosity.ca.

7. Shipping Issues and Claims

If you encounter a shipping issue such as late delivery, damage, or a missing parcel, you are encouraged to first file a claim directly with the carrier. However, we are here to help! Please reach out to us at support@cheeriosity.ca with details of your issue, including your order number and any relevant photos or documentation. While the carrier is responsible for resolving shipping-related issues, we will:

Provide guidance on how to file a claim with the carrier.
Assist in communicating with the carrier if needed.
Track your claim status to ensure it is being handled promptly.

We aim to support you through the process and work collaboratively with the carrier to find a resolution whenever possible. However, please note that ultimate responsibility for claims rests with the carrier, and our involvement does not guarantee a specific outcome.

8. International Orders

Currently, CHEERiosity only ships to Canadian addresses. While our website is accessible internationally, we do not ship orders outside of Canada.

9. Inaccurate or Incomplete Shipping Information

Customers are responsible for providing accurate shipping information at the time of purchase. If you provide incorrect or incomplete information, it may result in delays or delivery errors. CHEERiosity Inc. is not responsible for issues arising from inaccurate shipping information provided by the customer.

10. Changes to the Shipping and Delivery Policy

Cheeriosity Inc. reserves the right to update or modify this Shipping and Delivery Policy at any time without prior notice. Any changes will become effective immediately upon being posted on our website.

For further inquiries or assistance, please contact us at support@cheeriosity.ca.

Order Cancellation Policy

Once an order is submitted and paid for, it cannot be edited—only cancelled or fulfilled. We strive to process orders quickly to ensure timely delivery. To cancel an order, please contact us as soon as possible at support@cheeriosity.ca. If your order is not being processed yet, we can cancel it without issue. If you wish to cancel an order that is already in processing, a 5% restocking fee will apply, which will be deducted from your refund. The restocking fee will be deducted from the total refund. This fee is calculated using the before tax/before shipping total. The fee is needed to offset costs associated with processing payments and time spent picking and then subsequently restocking inventory.

If your order has a tracking number, it is too late to cancel it. Should you not want the items, your order must be processed as a return once you receive it.

Returns and Refunds Policy

A 10% restocking fee will apply to all returns, which will be deducted from your refund. The restocking/processing fee will be deducted from the total refund. This fee is calculated using the before tax/before shipping total. The reason a 10% fee is needed is because it takes time to pick orders and pack them, and then to unpack, account for, and restock the inventory. Additionally, we pay processing fees on all card transactions.

1. Return Eligibility

We accept returns of unopened and undamaged products within 15 days of delivery. To qualify for a refund, products must be in their original packaging, in new and unused condition, and any components originally sealed in packaging must remain sealed.

2. Return Merchandise Authorization (RMA)

Before returning any products, you must obtain a Return Merchandise Authorization (RMA) number from our customer service team. To request an RMA number, please contact us at support@cheeriosity.ca. Please note that we are unable to process or accept returns without an RMA number.

3. Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (e.g., incorrect item shipped, defective product). We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

4. Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and credited to the original payment method within a reasonable period, typically within 5-10 business days. Please note that shipping fees are non-refundable.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@cheeriosity.ca with details and photos of the damage. We will assess the situation and provide instructions for returning the item or offer an alternative resolution. Shipping fees for returns of damaged or defective items due to our error will be covered by CHEERiosity.

6. Non-Returnable Items

Certain items are non-returnable, including:

Opened or used products
Digital products (e.g., downloadable content)
Custom or personalized items
Any item labeled as non-returnable on its respective product page

7. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, you will need to return the original item following the return process and place a new order for the desired product.

8. Missing or Incorrect Items

Missing Items: If your order is missing items, please notify us within 7 days of receiving your package by contacting our customer service team at support@cheeriosity.ca. Upon verification, we will ship the missing items to you at no additional cost. Please provide all necessary information, including your order number, details of the missing items, and any relevant photos of the received package for faster resolution. We will do our best to promptly rectify the situation by sending the missing items without additional charges. While we will cover the cost of shipping the items that are missing, the original shipping fee paid at the time of purchase will not be refunded.

Incorrect Items: If you receive an incorrect item, contact us at support@cheeriosity.ca within 7 days of delivery. Please include your order number, a description of the incorrect item, and photos showing the item received. Once we confirm the error, we will provide you with an RMA number and a prepaid shipping label for the return of the incorrect item.

Returning Incorrect Items: The incorrect item must be shipped back within 14 days of receiving the prepaid label. Please ensure the item is unused, undamaged, and in its original packaging. The RMA number must be included inside the parcel.

Replacement Shipment: Upon receipt and inspection of the returned incorrect item, we will ship the correct replacement item to you at no additional charge. Please note that replacements will only be shipped after the incorrect item has been received by us.

Original Shipping Fees: While we will cover the costs of shipping incorrect items back to us and reshipping the correct items, the original shipping fee paid at the time of purchase will not be refunded.

Damaged or Used Items: If the incorrect item is returned damaged, used, or not in its original condition, we reserve the right to deny the replacement or charge a fee.

We reserve the right to refuse replacement requests for incorrect items if:

Claims are made outside the stipulated timeframes.
Items are not returned in the original condition.
The item received matches the order placed as confirmed by our records.

10. Changes to the Returns and Refunds Policy

Cheeriosity Inc. reserves the right to update or modify this Returns and Refunds Policy at any time without prior notice. Any changes will become effective immediately upon being posted on our website.

For further assistance with returns and refunds, please contact us at support@cheeriosity.ca.