FAQ

What are our main activities?
We are importers and distributors of specialized aesthetic parts. Our 7,000 square foot warehouse accommodates and stores a large quantity and variety. Orders are processed from this establishment, without an intermediary, and shipped anywhere in Canada, free of customs charges.

Where are we located?
Our warehouse is located in Sainte-Marie de Beauce, Quebec, Canada.

Can you come and pick up an order in person?
Yes. By selecting the option during payment 'in-person pickup'. The information will then be emailed to you when your order is ready to be picked up.

Can you order on site?
The warehouse is not a 'brick-and-mortar' business, it is not possible to show up to 'pay and take out'. All orders must go through the online store.

What does ‘Preorder’ mean?
When an item is no longer available in inventory but our factories are able to produce it, the "Pre-order" option is available. This implies the following delays once the pre-order has been made:
- Item production, 2-4 weeks;
- Vessel transit, 6-8 weeks;
- Warehouse processing, 2-4 days;
- Final transport to the customer, 1-5 working days.

Do we ship during the weekend?
While we can process orders on weekends, carriers only pick up packages from our warehouse on weekdays, Monday through Friday.

What if there is a problem with the delivery (delay, damage, etc.)?
During the payment process, we provide delivery options with different delivery companies with which we have no contractual relationship. We offer commission free this added service so that you can receive your order without having to round trip. If there is any problem with the delivery, please contact the delivery company you dealt with directly.

Do carriers deliver during the weekend?
Normally, carriers do not deliver on weekends.

The tracking number provided indicates a delivery today and the courier did not come by?
We are not aware of the delivery company contraints, please wait until the next working day or contact the delivery company directly.

Is it possible to cancel an order?
Yes. Please note that a refund is immediately issued upon cancellation and a confirmation email is sent. However, depending on the payment method used, it may take one (1) to ten (10) days for the refund to appear in your account.

You placed an order and haven't received a purchase confirmation?
Our system is automated, please check your spam folder.

Have you contacted us and have no response?
We try to respond as much as possible during business hours, and up to 2 business days following an email. Note that we do not respond to offensive, aggressive, or CAPITAL LETTERS email.