Refund and shipping policy

Returns or Exchanges

Products purchased on our website are final sales. For hygiene and safety reasons, as well as to reduce our ecological footprint by minimizing packaging and additional transportation, we do not accept returns or exchanges. Please also note that we do not offer compensation for dissatisfaction. If one or more products arrive damaged, please refer to the “Damages and Issues” section below.

Please note that online orders cannot be returned in-store. If your product was purchased at a pharmacy, grocery store, or other retailer, please return it to the original place of purchase.

• Should our delivery partner deem your order undeliverable all shipping, including return costs, are at the customers expense and are non-refundable.
• Please assure to indicate a correct shipping address including full postal code
• We DO NOT ship to PO Boxes

If your product was purchased online, please contact us via email at info@santrel.com.

General Delivery Information

CAPRINA will make every commercial effort to deliver the ordered products as quickly as possible and within the indicated timeframes; however, these timeframes are provided as approximate estimates only. All products are delivered by third-party carriers, and delivery is governed by their shipping agreements and beyond our control. CAPRINA is not responsible for any loss, costs, damages, charges, or expenses resulting from delivery delays.

Shipping Method

All orders placed through the Site will be shipped by our delivery partners from our warehouse in Beloeil, Quebec, Canada.

Delivery Locations

Products offered on our Site can only be shipped to addresses within Canada (excluding the Northwest Territories, Nunavut, and Yukon). Please also note that we are unable to deliver to P.O. boxes.

Please ensure that the recipient’s address is accurate. We are not responsible for orders that cannot be delivered or are not received due to an incorrect recipient address provided by you.

Delivery Times

Due to safety measures taken at our warehouse, your order will be processed and shipped within 1 to 4 business days from the date of your order. Orders are processed and shipped only on business days, Monday to Friday, excluding all Canadian holidays.

Once the order is prepared and shipped, the standard estimated delivery time is 4 to 7 business days.

Our shipping partners may experience delivery delays beyond our control. Please anticipate longer shipping times in some cases. Thank you for your patience and understanding.

Please note that during peak periods, such as Black Friday and post-Christmas sales, your order’s delivery might take longer than usual. With the high volume of orders received, our team works diligently to prepare your package as quickly as possible. However, our delivery partners may also experience delays that are beyond our control. We sincerely thank you for your patience and understanding during these busy times.

Shipping Fees

Shipping is free on all orders of $75 or more.* The shipping discount will be applied at checkout.

*Valid for purchases of $75 or more, excluding taxes and promotional codes.

• Should our delivery partner deem your order undeliverable all shipping, including return costs, are at the customers expense and are non-refundable.
• Please assure to indicate a correct shipping address including full postal code
• We DO NOT ship to PO Boxes

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, missing, or if you received the wrong item so that we can evaluate the issue and make it right. Please contact us at info@santrel.com, and we will be happy to assist you.

Photos of the damaged box, shipping receipt, and/or damaged products are mandatory to process your request. A claim will be filed with our shipping partners by one of our customer service representatives.

Once our team and the carrier have received all the required information (photos, details, etc.), we will evaluate the situation and offer compensation for any item that is indeed damaged.

Please note that after 30 days (from the shipping date), we will unfortunately no longer be able to process your request.

Questions

If you have any questions about your order, please contact us via email at info@santrel.com or by phone at 1 (450) 653-8201.