SHIPPING AND HANDLING
In Quebec and Ontario, delivery is free for all purchases of $99 (before taxes) for the same order. NEW! All customers who opt for accelerated shipping, i.e. other than free shipping, receive 2 free samples. Minimum order must be 99$ before taxes and shipping costs. This offer can be combined with other promotions and is available at any time. We select samples and automatically add them to eligible orders. No coupon required. *Clients who are part of the government billing program are not eligible.
IMPORTANT NOTICE! Additional shipping charges may apply for deliveries to remote areas and/or for oversized or overweight packages. If this is the case, we will contact you.
DO I HAVE TO PAY AN ADDITIONAL SHIPPING FEE FOR DELIVERIES IN A P. O. BOX?
Normally, there is no additional charge for PO Boxes. But, we may ask to pay a fee if the shipping costs of your order are too high and exceed a reasonable threshold, in which case we will contact you to notify you. We reserve the right to cancel any order that does not comply with the Free Shipping guidelines.
DO YOU DELIVER OUTSIDE CANADA?
Yes! We ship worldwide! The delivery costs will be calculated according to the distance and weight of the packages.
WHAT ARE THE SHIPPING DELAYS?
For out-of-stock items, or for deliveries to remote areas, please allow up to ten (10) business days.
IS THE DELIVERY DISCREET?
Discretion is one of our priorities. Be assured that there is no logo, invoice or delivery note on the box. Delivery is 100% discreet. You will not find our company name on your credit card statement, but rather the initials DNC.
In addition, we use the highest quality adhesive tape to seal boxes. This reinforced tape helps prevent the boxes from tearing or opening during transport.We also use poly bags for the small packages.
ARE THERE ANY ADDITIONAL SHIPPING CHARGES IF THE ORDER REQUIRES MORE THAN ONE SHIPMENT?
If a single order requires several shipments, shipping costs will be charged only for the first package shipped. We reserve the right to charge an additional fee if the shipping costs of your order are too high and exceed a reasonable threshold, in which case we will notify you.
WHO' S IN CHARGE OF THE DELIVERIES?
We have preferred Canada Post and UPS, but we reserve the right to choose the carrier of our choice.
A tracking number is provided to find out the shipping status of your package. The expedition is from Monday to Friday from 8am to 5pm local time.
WHAT IS FLEXDELIVERY AND IS IT FREE?
With FlexDelivery, you can ship your online purchases directly to any of the country's 6,000 post offices! Not only is this service free, but it allows you to receive your packages discreetly and pick them up at the most convenient time for you. Many post offices offer flexible hours.
You will receive an email notification when your packages are ready to be picked up, so you have up to 15 days to pick them up.
IS IT EASY TO USE THE FLEXDELIVERY SERVICE?
Yes, very simple! Here are the steps to follow:
1- Register here for FlexDelivery. It's simple and free.
2- Choose up to 15 post offices and save them to create unique FlexDelivery addresses.
3-When shopping online, enter one of your FlexDelivery addresses rather than your usual mailing address.
4- Pick up your parcel at the post office after receiving the email notification.
Here is an example of what a post office address provided by FLEXDELIVERY looks like.
WHAT IF THERE IS A MISTAKE WITH THE ADDRESS ?
If you notice that you have made a mistake on your address, please contact us immediately so we can fix this before your order is shipped, additional shipping charges may apply.
All orders shipped via UPS with an incorrect or incomplete address are subject to a $14 fee per piece for redirection or corrections. Once redirected we are not liable for parcels that cannot be redirected in time of order delivery. Alternatively, UPS offers a service called UPS My Choice which allows you to redirect or schedule package delivery.WHAT SHOULD I DO IF MY PACKAGE IS DAMAGED?
If your package is damaged when you receive it, rest assured that we will do everything in our power to help you. First, please contact us at 1-888-612-8096 (toll free) and we will help you return your package. Of course, there is no return shipping cost and we will refund your item in full.
CAN WE PICK UP OUR PARCELS AT YOUR STORE?
Of course! It is possible to pick up your parcel at our store located in Varennes (Quebec). As soon as your package is ready for pick-up, you will receive an email or one of our employees will call you to let you know. The order must be paid for before it is available for pick-up. If you cancel your order, a $15.00 fee will be charged for restocking the merchandise.CAN WE SHOP IN STORE?
Yes! We have several models of incontinence diapers and clothes in store so don't hesitate to come and see our products on site! We accept Interac payments, credit cards and cash.
WHAT ARE THE STORE' S OPENING HOURS?
The shop is open 4 days a week.
Saturday:12pm - 5pm
IS THERE A CUSTOMER SERVICE BY PHONE?
Yes, you can contact us Monday to Saturday, from 8:30 am to 6 pm, at the following number:
Toll Free: 1-888-612-8096
IS THERE PARKING AT THE STORE?
Yes, a large parking lot is available at the back of the store. You can even enter the shop discreetly by using the back door.
IS THERE ACCESS FOR PEOPLE WITH REDUCED MOBILITY?
Yes, there are wheelchair-accessible ramps at both entrances (front and rear)
WHAT ARE YOUR CONTACT DETAILS?
2071 Route Marie-Victorin #118Qc, J3X 1R3 (In front of Jean Coutu)
Toll-free telephone: 1-888-612-8096
Toll-free Fax: 1-866-636-0576