If you have any questions about timelines, carriers, shipping options, an urgent order, or a specific situation, our team will be happy to assist you in finding the solution best suited to your needs.
The easiest and fastest way to get a response from our customer service team is via online chat.
This policy applies to orders placed on our online store. It is intended to clearly explain the preparation, shipping, delivery, in-store pickup, and responsibilities applicable to each situation.
Orders are shipped to the address provided by the customer at the time of the order. The customer is responsible for ensuring that the address entered is accurate, complete, and accessible to the carrier.
For apartment complexes with an intercom, the customer must also clearly indicate the apartment number to dial in order to reach their residence. Failure to provide this information may result in delivery delays, unsuccessful delivery attempts, or the return of the package.
A request to modify the address will be processed as much as possible. However, if the order is already being prepared, already shipped, or if the carrier charges fees to make a correction, those fees will be the customer’s responsibility.
An incomplete, incorrect, or inaccessible address may result in additional delays, correction fees, re-shipment at the customer’s expense, or the return of the package to our warehouse.
Some carriers do not deliver to post office boxes or apply additional fees for this type of address.
If an order is to be delivered to a post office box, Centre d'escalade Délire inc. may request a residential or commercial address, or require payment of any applicable additional shipping fees before shipping the order.
Orders are prepared within the best possible timeframe following their confirmation. Preparation times may vary depending on demand, product availability, peak periods, holidays, or any other situation beyond our control.
An order may be temporarily held if validation is required, including in cases of an incomplete address, additional shipping fees, unavailable product, fraud risk, or any other situation that requires customer confirmation.
If you need to receive your order before a specific date, we encourage you to contact our team before placing your order.
We can then confirm product availability, preparation times, and the delivery options best suited to your situation. The timelines shown by carriers remain estimates and do not constitute a delivery guarantee for a specific date.
The available delivery methods are shown at the time of the order, depending on the shipping address, the order weight, and the services offered by carriers, but do not take the package dimensions into consideration.
The delivery method or carrier selected at the time of the order may be modified by Centre d'escalade Délire inc. when such a change allows for an equivalent or higher level of service, or when it is necessary for operational, logistical, or safety reasons, with no additional cost to the customer.
Delivery times are provided for reference only. They are not guaranteed.
Delays may occur due to the carrier, weather conditions, periods of heavy demand, labor disputes, regional restrictions, additional checks, an incomplete address, or any other circumstance beyond our control.
By default, a signature may be required at delivery to confirm receipt of the package.
If a signature is required and the carrier is unable to complete the delivery, it may, among other things, make another attempt, leave a delivery notice, route the package to a collection point, or return the package to the sender according to its own policies.
When the “Signature Not Required” option is selected, the customer expressly authorizes the carrier to leave the package unattended at the delivery address or according to the usual procedures used by the carrier.
By selecting this option, the customer confirms that they are providing a specific delivery instruction. The package will be considered delivered as soon as the carrier confirms delivery to the stated address.
In this situation, and to the extent permitted by applicable laws, Centre d'escalade Délire inc. will not be held responsible for the loss, theft, or disappearance of the package after the carrier confirms delivery.
To prevent fraud and protect our customers, Centre d'escalade Délire inc. reserves the right to contact the customer in order to validate certain information before shipping an order.
We also reserve the right to require delivery with a signature, even if the “Signature Not Required” option has been selected, when an order is deemed to present an increased fraud risk or when additional verification is necessary.
An order may be delayed or cancelled if the information required for its validation cannot be confirmed.
If an order cannot be delivered for a reason beyond our control, the carrier may, among other things:
make another delivery attempt;
leave a delivery notice;
drop off the package at a collection point;
return the package to our warehouse.
A package returned to the sender due to an incorrect or incomplete address, refusal of delivery, an unclaimed package, absence during a signature-required delivery, or any other situation attributable to the customer may be re-shipped at the customer’s expense.
In these situations, the initial shipping charges, calculated before any promotion or free shipping, are not refundable. Additional fees will apply for a new shipment.
If a package is marked as delivered by the carrier, but you have not received it, we encourage you to contact us as soon as possible so we can assist you with the appropriate steps.
Depending on the situation, an investigation may be opened with the carrier. Delivery confirmations, photos, signatures, tracking data, and specific delivery instructions may be used to analyze the situation.
When the customer selected the “Signature Not Required” option or provided specific instructions allowing the package to be left unattended, the liability of Centre d'escalade Délire inc. may no longer apply once delivery has been confirmed by the carrier.
The customer is invited to inspect the package upon receipt.
If the package or its contents are damaged, the customer must contact us as soon as possible and keep the original packaging, labels, received items, and any relevant proof, including photos of the package and damaged products.
These elements may be necessary to file a claim with the carrier or to determine the appropriate solution.
Depending on product availability, their location in inventory, or certain logistical constraints, an order may be shipped in multiple packages.
When an order is shipped in multiple packages, items may be delivered at different times and by different carriers.
Some products, in particular bulky, heavy, or oversized items such as climbing mattresses, may be excluded from certain delivery methods or result in additional fees.
Certain products may also be subject to specific transportation restrictions, in particular batteries and battery-containing products, which may require specific shipping methods or be excluded from certain delivery options.
Some remote regions may also be excluded from standard shipping offers or free shipping.
If an order results in exceptional shipping costs due to its contents, weight, dimensions, or destination, we will contact the customer before shipping to offer the different available options.
Free shipping is offered on eligible orders of 100 $ or more before taxes, shipped to Canada.
This offer applies only to eligible products purchased on our online store. It excludes, among other things:
gift cards;
sale or clearance items;
climbing mattresses;
oversized products;
batteries and battery-containing products;
certain remote regions;
taxes;
special or additional delivery fees.
If an eligible order for free shipping results in exceptional shipping costs, we will contact the customer before shipping to offer the available solutions.
When international shipping is offered, customs fees, taxes, import duties, brokerage fees, or other fees required by the destination country may apply.
These fees are the customer’s responsibility and are not included in the shipping fees paid at the time of the order, unless otherwise indicated.
The customer is responsible for ensuring that the products ordered can be legally imported into their destination country.
Centre d'escalade Délire inc. will not be held responsible for delays or the inability to deliver resulting from events beyond its control, including bad weather, natural disasters, labor disputes, service interruptions, disruptions to the transportation network, government decisions, regional restrictions, or other exceptional circumstances.
In-store pickup is offered free of charge for orders placed on our online store.
A confirmation will be sent to the customer when the order is ready to be picked up. The customer must wait for this confirmation before coming to the store.
Proof of identity, an order confirmation, or any other reasonable validation may be requested when the order is handed over.