This Delivery and Shipping Policy explains how orders placed with L’Atelier des Paniers Inc. are prepared and delivered.
1. Delivery Area
L’Atelier des Paniers currently delivers within selected areas of Quebec.
Delivery availability is determined using the postal code entered during checkout. If an address falls outside our delivery area, please contact Info@latelierdespaniers.com before placing an order.
We currently do not ship orders by mail or courier outside our designated Quebec delivery area.
2. Delivery Schedule
Our regular delivery day is Thursday.
To be included in an upcoming Thursday delivery route, orders must be placed by Tuesday at 11:59 p.m.
Orders received after the cut-off will normally be scheduled for the following Thursday. The available delivery date will be displayed or confirmed when the order is placed.
3. Delivery Charges
Any applicable delivery charge will be displayed during checkout before the order is submitted.
Delivery charges may vary according to the destination, delivery zone, or other circumstances disclosed before purchase.
4. Delivery Times
Deliveries generally take place between 9AM EST and 5PM EST on the scheduled Thursday.
We cannot guarantee an exact delivery time. Route schedules may be affected by traffic, weather, road conditions, order volume, building access, and circumstances outside our reasonable control.
Where available, delivery updates or an estimated delivery window may be provided using the purchaser’s or recipient’s contact information.
5. Delivery Information
The purchaser is responsible for providing complete and accurate delivery information, including:
- Recipient’s full name;
- Complete street address;
- Apartment, suite, or unit number;
- Building entry instructions or access code;
- Recipient’s telephone number; and
- Any relevant delivery instructions.
Please review this information carefully before submitting an order.
L’Atelier des Paniers is not responsible for delays or failed delivery caused by incorrect, incomplete, or outdated information provided by the purchaser.
6. Recipient Availability
The purchaser is responsible for ensuring that the recipient is available to receive the order or that a safe and suitable delivery arrangement has been provided.
If no one is available, we may, when reasonably safe and permitted:
- Leave the order at the door or another location specified in the delivery instructions;
- Leave it with a concierge, reception desk, neighbour, or other authorized person; or
- Contact the purchaser or recipient for instructions.
Because baskets may contain perishable or temperature-sensitive products, we cannot leave an order in a location where it may be exposed to unsafe temperatures, weather, theft, animals, or damage.
7. Safe-Drop Deliveries
When the purchaser or recipient authorizes an unattended or safe-drop delivery, responsibility for the order transfers to the recipient once it has been delivered to the authorized location.
L’Atelier des Paniers is not responsible for theft, loss, weather exposure, spoilage, or damage occurring after a properly completed safe-drop delivery.
A photograph or electronic record may be taken to confirm delivery.
8. Apartments, Condominiums, Offices, and Institutions
For deliveries to an apartment, condominium, office, hospital, retirement residence, hotel, school, or other controlled-access location, the purchaser must provide all information needed to complete the delivery.
The purchaser should confirm in advance that the location accepts deliveries and whether the order must be left with reception, security, a concierge, or another designated person.
Delivery to an authorized reception desk, concierge, security desk, mailroom, or staff member will be considered delivery to the recipient.
We cannot guarantee direct delivery to a hospital room, hotel room, office, classroom, or residential unit when building rules or access restrictions prevent it.
9. Unsuccessful Delivery Attempts
If delivery cannot be completed because:
- The address is incorrect or incomplete;
- Required access information was not provided;
- The building refuses the delivery;
- The recipient cannot be contacted;
- No safe delivery location is available; or
- Another circumstance within the purchaser’s or recipient’s control prevents delivery,
we will attempt to contact the purchaser or recipient using the information provided.
A new delivery attempt may be subject to an additional delivery charge. Because products may be perishable, redelivery, replacement, or a refund cannot be guaranteed.
10. Perishable Products
Some baskets contain perishable or temperature-sensitive products. Recipients should retrieve delivered baskets promptly and follow all storage or refrigeration instructions.
Once an order has been properly delivered, L’Atelier des Paniers is not responsible for deterioration caused by delayed retrieval, improper storage, prolonged exposure to heat or cold, or failure to follow product instructions.
11. Weather and Unexpected Delays
Safety comes first. Severe weather, unsafe road conditions, emergencies, power failures, road closures, or other events outside our reasonable control may require us to delay or reschedule a delivery.
When a significant delay occurs, we will make reasonable efforts to notify the purchaser and arrange the earliest practical alternative.
12. Changes to an Order or Delivery Address
Requests to change a delivery address, delivery date, recipient, gift message, or delivery instructions should be emailed to Info@latelierdespaniers.com as soon as possible.
We will make reasonable efforts to accommodate a requested change, but changes are not guaranteed once the order is being prepared or the delivery route has been finalized.
A change in delivery area may result in a different delivery charge.
13. Cancellations
Cancellation requests must be emailed to Info@latelierdespaniers.com.
A full refund is available when the request is received by the earlier of:
- 24 hours after the order was placed; or
- Tuesday at 11:59 p.m. before the applicable Thursday delivery.
Orders are generally non-cancellable and non-refundable after that deadline because preparation may have begun and perishable products may have been purchased or allocated.
This policy does not limit any cancellation or refund right provided by applicable law.
14. Damaged, Missing, or Incorrect Orders
If an order is damaged during delivery, contains a material error, or is missing a paid item, please contact Info@latelierdespaniers.com within 24 hours after delivery.
Please include:
- The order number;
- A description of the issue; and
- Clear photographs of the basket, packaging, and affected products, where reasonably possible.
After reviewing the circumstances, we may provide an appropriate remedy, such as replacing an item, replacing the basket, issuing a partial refund, or issuing a full refund.
15. Delivery as a Gift
The purchaser is responsible for ensuring that the recipient is expecting or willing to accept the delivery.
Recipient contact information is used only for purposes reasonably connected with preparing and completing the delivery, resolving delivery issues, preventing fraud, and providing necessary service communications. A recipient will not be subscribed to promotional communications without consent.
16. Contact Us
For delivery questions or requested changes, contact:
L’Atelier des Paniers Inc.
Email: Info@latelierdespaniers.com