Shipping
ORDER PROCESSING
ORDER PREPARATION
All orders are packed in our office, Monday through Friday, excluding holidays. We strive to process and ship orders within 3 business days from the time of purchase. Please note that during peak periods or promotional events, processing times may be slightly longer.
SHIPPING OPTIONS
We ship via the carrier selected during checkout. In certain cases, we may opt for an equivalent carrier or shipping method if we believe it ensures faster or safer delivery. You will receive a confirmation email with tracking information once your order has been shipped.
DELIVERY TIMES
While we aim to meet the estimated shipping times displayed at checkout, these are approximate and can vary depending on the carrier, destination, and unforeseen circumstances. Delays may occur, especially during high-volume periods or due to external factors beyond our control, such as weather or customs.
SHIPPING FEES
Shipping fees are calculated at checkout based on your location, the size and weight of your order, and the shipping method selected.
RESPONSABILITY
Once your order has been shipped, the carrier assumes responsibility for delivery. However, if you encounter any issues with your shipment, please do not hesitate to contact us, and we will assist in resolving the matter with the carrier.
LOCAL PICKUP
We offer a free local pickup service directly at our office located in the Mile-End in Montreal.
ORDER PREPARATION
When placing your order on our website, select the local pickup option at checkout. Once your order is placed, it will be prepared within 48 hours on weekdays. You will receive an email notification as soon as your order is ready for pickup. Please note that the order confirmation email is not a pickup notification. Kindly wait for the email confirming that your order is ready before coming to our office.
PICKUP HOURS
Our office is open for local pickups from Monday to Thursday from 10 a.m. to 5 p.m, and is closed during holidays. Please ensure you plan your visit during these hours to collect your items.
ORDER HOLDING PERIOD
All orders placed for in-store pickup must be collected within one (1) year from the date of the order.
CANCELLATION - UNCLAIMED ORDERS
Orders not collected within one year from the date of the order will be automatically canceled. Items from these orders will be restocked and available for purchase by other customers.
REFUND POLICY - UNCLAIMED ORDERS
No refunds will be granted for unclaimed orders. However, customers can contact our customer service to discuss their options.
ADDRESS
You can pick up your order at the following address: 160 Saint-Viateur East, Suite 400, Montreal, QC, H2T 1A8.
US AND INTERNATIONAL ORDERS
RECOMMENDED SHIPPING METHODS
For all orders placed in the US and internationally, we strongly recommend selecting a trackable shipping option to ensure your package's safe arrival. This added security allows you to monitor your shipment's progress.
NON-TRACKABLE OPTIONS
If you choose to ship via Small Packet International - Air or Small Packet USA - Air, please note that these options do not include tracking services. While Canada Post may provide a tracking number, it will not function for these specific shipping methods. We encourage you to consider trackable alternatives for a more reliable delivery experience.
CUSTOMS DUTIES & VAT
Please note that customs duties, VAT, or other import fees may apply to international orders. These costs are not included at checkout and are the buyer’s responsibility. Fees vary depending on your country’s regulations and the contents of your shipment. For more information, we recommend contacting your local customs office or using a tool like SimplyDuty.
RETURN TO SENDER
FOLLOW-UP PROCESS
If your package is returned to us by the carrier without explanation, we will promptly contact you to address the situation and determine the best course of action. Our goal is to ensure your order reaches you as quickly and smoothly as possible.
ADDITIONAL FEES
Please be aware that in such cases, additional shipping fees may apply for resending the package. These costs will be communicated to you during our follow-up.
ADDITIONAL SUPPORT
If you have any questions or concerns regarding an order placed on our online store, feel free to reach out to us at support@bonsound.com or by clicking on the chat icon at the bottom right of your screen.
