Shipping policy
We offer standard delivery in 2 to 5 working days* for our parcels, unless otherwise indicated on the product page in question or on the banner at the top of the website.
* Working days are Monday to Friday, excluding public holidays.
To prevent theft, all packages over $300, including taxes, must be signed for on receipt. If you are not at home, the parcel will be automatically redirected to a post office.
When customers place an order on our website, we inform them of the availability of the items ordered.
At checkout, the total amount of the order, including taxes, shipping and handling, in Canadian dollars, will be displayed before the order is finalized. The credit card will be charged in Canadian dollars according to the fees indicated at the time of payment.
For shipments, a delivery charge of $6.99 + taxes will be applied. Total delivery time will be 2 to 5 business days. Please note that the delivery address must be in Canada.
If the customer provides an incorrect address, for example by forgetting to mention the apartment number, and the package returns to Sublime Complex's shipping center, a reshipment fee of $12.99 + tax will be charged to the customer.
If the customer does not pick up her package at the post office and it is returned to the shipping center, a refund will automatically be issued, but the return shipping fee of $12.99 plus tax will be deducted from this refund.
Order error
If the customer makes a mistake in their order and wishes to exchange the product, we do not accept exchanges. However, if they wish to return the incorrect product, they will have to pay a return fee of $12.99 plus tax to send the product back to the shipping center. Once the product has been received, it will be checked and reimbursed, less shipping costs. This method is faster, as the customer can then order the desired product according to availability.
Customers can track their package using the tracking number provided in the shipping e-mail on the Canada Post website.
Fraud alert
In the event that contradictory information is provided, your file may be subject to investigation. Due to the increase in fraud cases, our internal policy requires additional verifications before packages are shipped. Consequently, Sublime Complex reserves the right to suspend the order during these checks, which may result in additional time being required to dispatch the order.
If a dispute arises or if payment is refused by officially accredited banking bodies, Sublime Complex reserves the right to suspend or cancel delivery of the order, as well as to refuse or cancel any order from a customer involved in an ongoing dispute concerning payment or the return of an order. Ownership of products sold on the Sublime Complex website is transferred to the customer upon full payment of the order. As long as the items have not been paid in full by the customer, they remain the property of Sublime Complex. A detailed invoice will be emailed to the customer after the order has been placed.
All orders are shipped on Mondays, Wednesdays and Fridays, with the exception of Canadian statutory holidays.
List of statutory holidays:
- New Year's Day (January 1st)
- Good Friday & Easter Monday (April 7 & 10)
- Victoria Day (May 22)
- Bastille Day (June 24)
- Canada Day (July 1)
- Labour Day (September 4)
- National Day of Truth and Reconciliation (October 2)
- Thanksgiving (2nd Monday in October - October 9)
- Remembrance Day (November 11)
- Christmas Day (December 25)
* When a holiday falls on a Saturday or Sunday, the holiday may be in effect on the next business day. As a result, post offices will be closed and there will be no mail delivery on these days.