Shipping policy
Shipping Policy
Last updated: September 12, 2026
Order Processing
Orders are prepared and shipped from our facility in Beloeil, Quebec, Canada.
Orders are generally processed within 1 to 5 business days after the order is placed and payment is successfully authorized.
Business days are Monday through Friday, excluding statutory holidays. Orders placed during weekends, holidays, promotional events or other high-volume periods may require additional processing time.
Processing time is separate from carrier transit time.
Shipping Destinations
The shipping destinations currently available for an order are displayed during checkout after the customer enters a delivery address.
If no shipping option is displayed for an address, we are unable to ship the order to that destination at that time.
Delivery to post office boxes may be unavailable depending on the carrier and selected service. Customers should provide a complete civic address whenever possible.
Shipping Methods and Fees
Available shipping methods, estimated delivery times and applicable charges are calculated or displayed during checkout before the order is submitted.
Shipping charges may depend on the delivery address, package weight, order value, carrier and selected service.
Any free-shipping offer, promotional shipping rate or discount is subject to the conditions displayed on the website or during checkout at the time of purchase.
Estimated Delivery Times
Estimated delivery dates or transit times are provided in good faith but are not guaranteed.
Delivery may be affected by weather, statutory holidays, peak periods, carrier delays, remote destinations, service interruptions or other circumstances outside Santrel’s reasonable control.
Santrel is not responsible for carrier delays, but we will provide reasonable assistance if a shipment appears to be delayed or lost.
Shipping Confirmation and Tracking
When tracking is available, the customer will receive a shipping confirmation containing the tracking information after the order has been prepared and transferred to the carrier.
Tracking information may require additional time to become active after the shipping label is created.
Delivery Address
Customers are responsible for providing a complete and accurate shipping address, including:
• Recipient’s full name
• Street number and street name
• Apartment, unit or suite number, where applicable
• City and province
• Complete postal code
• Valid telephone number and email address
Customers should review the delivery information carefully before submitting an order.
If an address needs to be corrected, contact info@santrel.com as soon as possible. We cannot guarantee that an address can be changed after an order has entered processing or has been transferred to the carrier.
Undeliverable or Returned Shipments
If a shipment is returned because of an incorrect or incomplete address, refusal of delivery, failure to retrieve the parcel or another circumstance attributable to the customer, the original shipping fees and any return or reshipping costs may be charged to the customer and are non-refundable, except where otherwise required by law.
Damaged, Missing or Incorrect Products
Please inspect the shipment promptly upon delivery.
If the parcel or a product arrives damaged, an item is missing, or the wrong product was delivered, contact info@santrel.com as soon as possible.
We may require the order number and photographs of the parcel, shipping label, packing slip and affected product before opening a claim with the carrier.
Claims and available remedies are governed by our Refund and Return Policy and applicable consumer protection legislation.
Lost or Delayed Shipments
If tracking indicates an unusual delay or a parcel appears to be lost, contact us at info@santrel.com. We will review the tracking information and, where appropriate, open an investigation with the carrier.
Carrier investigations and claim-processing times are controlled by the carrier and may vary.
Order Changes and Cancellations
Orders are processed as quickly as possible. Requests to change or cancel an order must be sent promptly to info@santrel.com.
We cannot guarantee that an order can be changed or cancelled after processing has begun. Once an order has been shipped, it is subject to our Refund and Return Policy.
Contact Us
For questions concerning shipping or an existing order, contact:
Santrel International Inc.
1600 Rue Louis-Marchand
Beloeil, Quebec J3G 6S3
Canada
Email: info@santrel.com
Telephone: 450-653-8201
