FAQ / Help
Privacy
facilithé.com takes all necessary measures to protect the confidentiality of information you communicate to them. Thus no information will be communicated other than those needed for the delivery of your products (e.g. Canada Post.)
Our priority being the excellence of our customer service, any information provided, including your name, address and your credit card number, remains entirely confidential and is encrypted and protected by SSL security protocol.
We will never disclose your personal information to third parties. The information you have submitted could be used by facilithé.com to send you an e-mail newsletter on new products and/or on sales or liquidations in our online shop.
You can always refuse to receive such letters by e-mail simply by asking us to remove your address from our mailing list.
If you have any questions or concerns about the nature of our privacy policy, please contact us at info@facilithe.com.
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If I Subscribe to your Newsletter, will my email be shared with other web sites?
No. All information provided to us is held confidential. We do not share email addresses and client lists with other companies.
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Are prices listed in US or Canadian dollars?
Prices for all products on facilithe.com are listed in Canadian dollars.
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The Links to Third-Party Sites
The links to third-party sites are provided as a convenience to you only and do not imply an endorsement of any such linked site.
facilithé.com cannot be held responsible for information and materials found on sites controlled or operated outside of its domain, including any assurance of the accuracy of such information.
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Methods of Payment and Currencies
Currency :
All the transactions on our site will be charged in Canadian dollars
Payment Methods:
We accept the following credit cards for online purchases.
- Visa
- Mastercard
If you are concerned about confidentiality related to the use of your credit card on the Internet, the facilithé.com team invites you to send us your order by email at info@facilithe.com making sure to include your telephone number. A member of our team will call you back to complete your order.
Currently we do not accept personal cheques or mony orders as payments for purchases done on our website.
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Cancellation and Modification Policy
Making changes after an order has been submitted:
If you need to make any changes to your order after you have submitted it, please contact Customer Service at info@facilithe.com and quote your order number and the changes you wish to make. Please note that your order may be processed immediately after you place it therefore it may not be possible to change items on existing order.
Cancelling an order after the order has been submitted:
If you have completed your order, email Customer Service at info@facilithe.com to cancel your order. Be sure to include your order number in your email. Please note that your order might be processed immediately after you place it therefore it may not be possible to cancel the order.
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Shipping and Handling Costs
Free shipping with any purchase of $ 70.00 or more:
For standard delivery to Canada only.
The total purchase must be $ 70.00 or more (excluding gift wrapping)after any discounts and before all applicable taxes.
Deliveries are made Monday through Friday, except holidays.
Your order will be shipped via Canada Post.
Delivery Time:
The delivery will be made by facilithé.com as soon as possible after acceptance of your order and based on the availability of the products in inventory.
Delivery is estimated from the time the products leave the warehouse of facilithé.com. Generally your order will leave the day after your purchase if it is made before 7:00 PM. You will receive your package usually within 2 to 5 days after shipping, depending on the destination.
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Taxes and Duties
Orders shipped within Canada:
Canadian orders will include all applicable Federal and Provincial taxes of your province at checkout.
Orders shipped to the U.S. and other International locations:
As we do not charge Canadian taxes on any US and International orders, these orders may be subject to import duties and taxes, which are charged once your package reaches your country.
If you do incur these additional charges, you might be presented with an invoice for which you are responsible. For more information regarding your country's custom policies, please contact your local customs office.
facilithé.com is not responsible for any taxes and/or duties which may be levied when your shipment enters your country of destination.
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Exchanges and Refundings
facilithé.com offers a satisfaction-guaranteed shopping experience.
IMPORTANT: TEA BEING FOOD, IT CANNOT BE RETURNED ONCE RECEIVED BY YOU.
However, if you're not completely satisfied with an article which is not tea (e.g. teapot) simply return it to us to get an exchange or refund, subject to fulfilling all the terms and conditions of our return policy.
Refunds:
You must first obtain an authorization number by email at info@facilithe.com. Once we received the article and that it meets our stated terms and conditions, we will promptly refund the cost of the article and associated taxes. You have to assume all shipping and handling costs for the return, including any associated fees and/or taxes for orders shipped abroad.
Exchange:
You must first obtain an authorization number by email at info@facilithe.com. Once we received the article and that it meets our stated terms and conditions, we will exchange your product. You have to assume all shipping and handling costs for the exchange, except in the case of a defective item or in a situation that is the result of a mistake by facilithé.com. Thus shipping costs might have to be billed again when sending replacement product.
For security reasons, please return the package in an appropriate shipping box.
Defective Product:
You must first obtain an authorization number by email at info@facilithe.com. Once we received the article and we have found the manufacturing defect, we will exchange your product for an identical item.
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Return Policy
Terms and conditions:
DEADLINE: The article should be returned within 10 working days of receipt. You will assume all shipping and handling costs for the return, except in the case of a defective item or in a situation that is the result of a mistake by facilithé.com.
SUPPORTING DOCUMENTS: In order for facilithé.com to process your exchange or refund, the article must be returned together with the original invoice.
STATE OF THE GOODS: Every article must be returned in the condition in which it was shipped. All products must be in their original packaging.
HOW TO RETURN AN ARTICLE:
1) You must first obtain an authorization number by email at info@facilithe.com.
2) You must return your item by mail in an appropriate shipping box where you must clearly indicate the authorization number. The packages that will not have this number clearly written on the box may not be accepted.
3)We will provide you the return address by email.
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Security
Secure payments on facilithé.com
When you make your purchases on facilithé.com, your transaction is totally secure thanks to our transactional site made secure by DESJARDINS Credit Union.
When choosing the secure checkout, you are automatically directed to the secure server of DESJARDINS Credit Union without leaving our site. You can then enter your credit card number in confidence because the data is encrypted by SSL (Secure Socket Layer) protocol before being sent via the Internet. It is then impossible to decode the information except for the operator who owns the bank decryption code. A security icon appears in the upper or lower frame of your browser to confirm the encryption. In addition, the address of this web page begins with "https."
WE GUARANTEE THAT NO INFORMATION ON YOUR CREDIT CARD WILL BE SENT TO ANYONE EXCEPT DESJARDINS CREDIT UNION.
If you have any questions or concerns about the nature of our security policy, do not hesitate to contact our customer service at info@facilithe.com
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Terms and Conditions
SALES TERMS AND CONDITIONS:
Facili-T International operates the website facilithé.com (the "Site"). The use of the Site is governed by the sales conditions appearing below which constitute a contract between you and Facili-T International. These conditions may be changed at any time by Facili-T International.
PLEASE READ THESE TERMS BEFORE USING THE SITE.
By using the Site, you acknowledge having read and understood these conditions. If you do not want to be bound by these sales conditions, you cannot use the Site and order products through the Site.
1. TERMS OF USE
1.1 Place of Operations of the Site
Facili-T International operates the site from its offices in Canada. Facili-T International makes no representation to the effect that elements of the Site may be used in places other than Canada and it is forbidden to access the Site from territories where the law prescribes that the content or use of the Site is illegal. Those who choose to use the Site do so on their own initiative and it is their responsibility to comply with all applicable local laws. Any complaint relative to the Site and the elements contained therein, or arising from the use of the Site, is governed by the laws applicable on the territory of the Province of Quebec.
1.2 Restrictions on Use
Except when otherwise specified in any section of the Site, no part of the Site may be copied, reproduced, distributed, published, translated, downloaded, posted or transmitted in any ways whatsoever without the prior written permission from Facili-T international or from the owner of the copyright. You are permitted to view or download elements of the Site, but only for personal and non-commercial use, and as long as you do not modify these elements and you retain all intellectual property notices they contain.
1.3 Trade-marks
The trade-marks and logos used or displayed on the Site are trade-marks registered or not by Facili-T International or third parties. Nothing in the Site may be interpreted to allow, directly or indirectly, the use of a trade-mark reproduced on the Site without the prior written permission of the owner of such trade-mark.
1.4 Limitation of Liability
The Site and the elements contained therein are provided as is, without any guarantee, implicit or explicit. Subject to any public legislation to the contrary, Facili-T International disclaims any responsibility and provides no warranties, including warranties of merchantability or suitability for any particular purpose. Moreover, Facili-T International makes no representation regarding the use, download, the validity, accuracy or reliability of elements reproduced on the Site or the results arising from the use of such elements. Although Facili-T International does everything possible to ensure that the Site contains no mistake, Facili-T International disclaims any responsibility for any error that could be found on the Site. Its related companies, its managers, employee(s), representatives or agents shall in no circumstances be liable for any damages directly or indirectly due to the use of the Site, including the loss of data arising from the use of Site elements.
2. GENERAL CONDITIONS OF SALE
Acceptance of an order
The receipt by e-mail of an order confirmation does not automatically mean that Facili-T International accepts the said order and is not a confirmation that Facili-T International undertakes to sell anything. Facili-T International reserves the right, without further notice, to refuse to do business with any client whatsoever, and / or set a limit on quantity for any item of an order. It may be necessary for Facili-T International at any time to verify personal information before accepting any order.
2.1 Payment
We accept the following credit cards: Visa, MasterCard.
2.2 Prices
2.2.1 The price payable for each product that you order is appearing next to each product offered on the Site.
2.2.2 The costs of transport and delivery, and sales taxes applicable, are extra.
2.2.3 Facili-T International reserves the right to change at any time the price of products offered on the Site and without notice.
2.2.4 All prices are in Canadian dollars.
2.3 Returns of products
2.3.1 DEADLINE: The article should be returned within 10 working days of receipt. You will assume all shipping and handling costs for the return, except in the case of a defective item or in a situation that is the result of a mistake by Facili-T International .
2.3.2 SUPPORTING DOCUMENTS: In order for Facili-T International to process your exchange or refund, the article must be returned together with the original invoice.
2.3.3 STATE OF THE GOODS: Every article must be returned in the condition in which it was shipped. All products must be in their original packaging.
2.3.4 HOW TO RETURN AN ARTICLE:
1) You must first obtain an authorization number by email at service@facilithe.com.
2) You must return your item by mail in an appropriate shipping box where you must clearly indicate the authorization number. The packages that will not have this number clearly written on the box may not be accepted.
3) You must send the article by mail along with the original invoice to the address that will be provided to you by email.
2.4 Access to products
2.4.1 Facili-T International does not guarantee availability of products offered on the Website. If Facili-T International cannot deliver any of the products that you ordered because of a stockout, Facili-T International will notify you by e-mail or phone and you will have the following options :
2.4.1.1 Maintain your order active with the Web Site and allow Facili-T International to send (s) product (s) out of stock, without any notice, and since its (their) reception (to) provider (s ), In which case the total payment of the order, including the product in stock, will be deducted from your credit card account at the initial order. At any time prior to the receipt by the Site (to) product (s) out of stock, you can cancel your order by contacting the customer service Website,
2.4.1.2 or modify your order by cancelling your initial order on the Web and repeat the command with a substitute, in which case no payments will be deducted from your credit card account for the initial order.
2.4.2 Facili-T International will in no way be responsible for any damage that you may have suffered because of a stock out.
2.5 Product Delivery
2.5.1 Facili-T International will deliver the products ordered by you to the address you transmitted at the time of your order.
2.5.2 Delivery charges are on a per-product-ordered basis. Please see the rates table at the "delivery" step of the secure checkout of the Site to find out how much delivery of your order will cost.
2.5.3 Facili-T International will perform delivery as quickly as possible after acceptance of your order, according to the delivery method that you chose on the Site. Delivery times and costs may vary according to the delivery destination, the delivery method chosen and the availability of products in inventory. Delivery times are estimated from the moment that the products leave the place of business of Facili-T international.
2.5.4 You become the owner of the products you have ordered when Facili-T International gives them to the carrier. As of that moment, you will assume all risk related to the products ordered, and Facili-T International will not be liable for their loss or destruction.
2.5.5 For any products delivered outside of Canada, you are responsible for all customs brokerage fees and any other costs related to exporting outside Canada.
2.5.6 Delivery of products is subject to the rules of the delivery companies with which Facili-T International does business, as well as the rules of any other company with which Facili-T International may do business from time to time. You are in particular subject to the rules concerning a signature acknowledging receipt of products. If you are absent from the location where you requested that Facili-T International deliver the products to you, it shall be your responsibility to recover the products according to the rules of the delivery company used by Facili-T International for your order.
2.5.7 No deliveries will be made to a post office box.
2.5.8 Facili-T International must have received the full payment for products to be delivered to you before proceeding with their delivery.
2.6 Liability
2.6.1 In the event that Facili-T International is found to be liable toward you, such liability shall be limited to an amount of money equivalent to the price you paid for the products returned.
2.6.2 Notwithstanding the preceding, nothing in this section shall be construed as limiting any right you may have as a consumer with respect to one or other of the public policy statutes that may apply to you.
2.7 Acts of God
Facili-T International shall not be held liable for non-performance, in whole or in part, of any of its obligations whatsoever toward you, nor for damages or losses you may suffer, if such non-performance, damages or losses result from an Act of God or from circumstances beyond its control.
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