DELIVERIES / RETURNS
Territories and periods served:
We deliver year-round throughout Canada.
Carriers:
We take great pride in the quality of our products and place particular importance on the shipping methods used and the speed of service. That’s why we work exclusively with reputable carriers offering affordable rates and real-time tracking of your package until its final destination. Once the order leaves our greenhouses, the carrier takes full responsibility for your package. We are not responsible for any risks associated with shipping. Please contact the carrier directly for any issues.
You must be present at the time of delivery, as we require a signature upon receipt. It is your responsibility to email us before delivery to notify us of your absence. If you prefer a delivery without a signature, please inform us when placing your order. However, you assume full responsibility in case of theft or weather-related damage.
We offer the option to choose your preferred carrier at checkout. We will do our best to ship your package via the selected company. However, in some cases, to ensure timely delivery, we may need to use another carrier. If you absolutely wish to keep your initial choice, please inform us when placing your order. Additional shipping fees may apply in such cases.
Shipping Costs:
Shipping costs are determined based on the exact weight of your package, rather than a fixed rate. This ensures that you pay the exact cost of your order. We work with multiple delivery companies, allowing us to offer you the best price as well as the fastest and most efficient shipping option.
Order Preparation:
A confirmation receipt will be sent to you once your purchase is confirmed. We only ship across Canada from Monday to Wednesday to prevent packages from sitting in postal offices over the weekend. Once your order has been processed and shipped, you will receive a tracking number and an estimated delivery date. This tracking number allows you to check your order status in real-time until its final destination. Please check your spam folder if you do not receive a confirmation email. We do not provide delivery time estimates due to the high volume of orders we prepare.
Order Cancellation:
Want to cancel an order? We can issue a refund only if the order has not yet been processed and/or shipped. A $10 fee may apply in such cases.
Combining Orders:
We offer the option to combine multiple orders placed on our online store, as long as your order has not yet been processed. Only orders shipped to the same address and under the same name can be combined.
Winter Shipping:
During winter months, insulating packaging and heating packs are included in the shipping fees. In case of extreme cold, we reserve the right to suspend deliveries until temperatures are suitable for shipping.
In-store pickup:
To ensure the best quality plants, we ask that you pick up your confirmed orders, ready for in-store pickup, within four (4) days of receiving your confirmation email.
Local Delivery:
We offer direct delivery from our greenhouses to your door throughout the Greater Montreal area, with cold-protected shipping. We do our best to deliver your order the same day or the next day. However, we do not deliver on weekends, and additional delays may apply for more distant regions, such as the South Shore. Hand-delivered on the same day, but your presence is required. We will call you to arrange the best day and time. Fees vary by zone, and an additional $10 fee may apply for large orders.
Returns:
All our plants are final sale.
However, if you receive a damaged, incorrect, or phytosanitary-compromised order, please contact us within 48 hours of receiving your package at info@serreslavoie.com. Include a photo of the product, its packaging, and your order number. We will evaluate the situation and inform you whether we will issue a replacement or a store credit..
Contact us:
To continuously improve our service, we invite you to email us at info@serreslavoie.com with your feedback and suggestions regarding our delivery service and your overall experience..
