Terms of Sale and Returns

1. The seller

Products are sold by Douceurs à Croc-quer Inc. (NEQ 1182094798), 110-7909, boul. Arthur-Sauvé, Laval (Quebec) H7R 3X8, infos@douceursacrocquer.com. We hold a permit from the MAPAQ (Quebec's food safety authority) and label our products in accordance with CFIA requirements.

2. Our products

We offer artisanal dog treats, handmade in small batches, with no preservatives. Descriptions and photos are provided for illustration only; slight variations in colour, shape or size are normal for a handmade product. For the nature of our products and for allergens (wheat and peanut in particular), see our Terms of Use.

3. Prices and taxes

Prices are shown in Canadian dollars (CAD). Applicable taxes, if any, are shown at checkout. Prices may change without notice, but the price that applies to your order is the one displayed at the moment you confirm it. In the event of an obvious pricing error, we reserve the right to cancel the order and refund you in full.

4. Your order

After payment, you receive a confirmation by email; it acknowledges receipt of your order. We reserve the right to refuse or cancel an order, for example in the event of a stock shortage, a pricing error or suspected fraud. In such a case, you are refunded for the portion not supplied.

5. Payment

Online payments are processed securely by our payment provider (Stripe), with Apple Pay supported where applicable. We do not store your full card number. See our Privacy Policy.

6. Shipping and pickup

The shipping zone and the fee are determined from your postal code at checkout. Our current tiers are as follows:

• Pickup in Laval: free (we send you the location and the schedule).
• Free delivery in Laval, Terrebonne, Mascouche, Mirabel, Sainte-Sophie, Saint-Lin, Saint-Jérôme, and Prévost: no charge, whatever the order amount.
• Local delivery (island of Montreal and the rest of the northern suburbs): $5.
• Elsewhere in Quebec: $14.
• Elsewhere in Canada: $25.
• Free shipping on any order of $60 or more (before taxes, if any).

We also offer pickup at certain events and markets. As a guide, your order is baked in about 48 hours (we email you as soon as it is ready for pickup), then delivered in 2 to 4 business days; these times vary with the batch and the destination and are repeated to you when you order. You are responsible for the accuracy of the address provided. Risk in the product passes to you on delivery or pickup.

7. Subscriptions (monthly and yearly boxes)

If you subscribe to a recurring box:

• payment is charged automatically at each cycle (monthly, or as set out in the offer);
• you may cancel at any time; cancellation takes effect at the end of the current cycle and stops any further charges;
• to cancel or change your subscription, write to us at infos@douceursacrocquer.com;
• any change to the price of a subscription will be communicated to you in advance, in accordance with the law.

8. Cancelling or changing an order

Because our products are made to order, contact us as soon as possible if you wish to cancel or change an order. As long as preparation has not started, we will do our best to accommodate your request. Once the order is being prepared or has shipped, cancellation may no longer be possible.

9. Returns and refunds

Our products are perishable food items. For reasons of hygiene and food safety, they cannot be returned or refunded once delivered or picked up, except in the cases provided below.

Your satisfaction matters. If your order arrives damaged, if you receive the wrong product, or if you notice a quality problem, contact us within 48 hours of receipt, at infos@douceursacrocquer.com, with a photo and a short description. Depending on the situation, we will offer a replacement, a credit or a refund. Keep the product and its packaging while the request is being processed.

10. Delivery times and consumer rights

For contracts entered into at a distance, Quebec's Consumer Protection Act grants you certain rights. In particular, if we do not deliver your order within the stated time (or, where no time is stated, within a reasonable time), you may contact us to cancel the order and obtain a refund of the amounts not supplied. Nothing in these terms restricts the rights the law grants you.

11. Refunds

When a refund is granted, it is issued to the original payment method, within a reasonable time. When the amount appears on your statement depends on your financial institution.

12. Disputes

If there is a problem, contact us first: we will find a solution wherever possible. These terms are governed by the laws of the province of Quebec.