Refund Policy

The conditions of use of the Jardin Des Animaux transactional site and the transactions made with this site are subject to these rules. Different rules may apply for in-store sales.

Item availability and delivery times

Le Jardin des Animaux allows itself a maximum of 18 hours to process orders for products in inventory. Depending on the delivery method chosen, you will normally receive your products within the timeframe prescribed by the delivery center. For local deliveries, we will personally deliver your purchases within 24 hours of processing your order.

However, we cannot be held responsible for failure to meet these deadlines. If a product is not available in stock at the time of your purchase, we will notify you by telephone or email of the possible delivery date. Know that we receive deliveries from our suppliers every week.

We deliver our products in Quebec only. For other destinations, we can easily deliver to your home but with other conditions of use that will be sent to you by email or dictated over the phone. Certain regions of Quebec are excluded from our normal delivery territory, for example the regions of the far north.

For more information: 819-563-8056

Price of products on the transactional site

The prices displayed on our transactional site are in Canadian dollars. Taxes and delivery charges will be added to the price of the products purchased. All orders are payable in Canadian dollars and transactions must be completed prior to delivery.

Shipping cost

Delivery costs also include preparation and packaging costs in addition to the postage requested by Canada Post. These delivery costs are established according to the delivery method chosen by the customer when ordering. Delivery charges are based on the number of items ordered, their weight and the total amount of the order, before taxes.

Please refer to our delivery map. These costs may be subject to change if during the processing of the order there are irregularities.

Free delivery is only for the territory of Sherbrooke (see the local delivery map). There are also fixed delivery rates for the greater Sherbrooke area, regardless of the weight and quantity of products in the order (see the delivery map).

Heavy packages

Le Jardin des Animaux offers free delivery in Canada when you place an order of $89 or more before taxes up to a maximum of $25 in delivery costs. This surplus applies for remote regions or oversized orders. If your order exceeds 30Kg, we will have to split it into several orders and costs may be added. Certain products that are too heavy, such as litter, are excluded from delivery by Canada Post and can only be picked up in store or delivered to zones 1 to 4 around the greater Sherbrooke area by our trucks. Delivery in Sherbrooke zone 1 is always free.

Payment and method of payment

For each of the orders made on the transactional site of the Jardin Des Animaux, these must be paid by credit card or with your Paypal, Google Pay, Apple Pay account.

Returns and Exchanges

If you are not satisfied with your purchase, Le Jardin Des Animaux offers two ways to return items purchased on our transactional site under certain conditions:

  • That the products are in their original packaging
  • That returned products are accompanied by proof of purchase
  • That you get in touch with us for the approval of the return, because by discussing it you may understand the product better, or we may suggest an alternative solution.

Items purchased online can be returned in person to one of our stores or be reshipped, only by Canada Post, at 3315 Boul. Portland Sherbrooke Qc, J1L 2P1.

To be eligible for a refund, all items must be in their original condition, with all tags attached, and deemed by our management team to be unused or undamaged.

For a refund the customer agrees to:

  • If you are returning the product(s), these must be received by Le Jardin Des Animaux within 21 days of the date of receipt of the original package by the customer.
  • The refund will be made in the name of the holder of the card used during the initial transaction.
  • Return shipping costs will be borne by the customer who decides to return the product(s).
  • Shipping costs will be assumed by Le Jardin Des Animaux only if the returned products are defective or if the wrong item was sent.
  • All items identified as “final sale” cannot be returned.
  • No refunds or exchanges will be accepted after the authorized period for returns.
  • For reasons of hygiene and for the protection of our customers, the following products cannot be exchanged or refunded:
    1. Accessories and litter boxes;
    2. Grooming articles (brushes and combs);
    3. potty training articles;
    4. Cages for home and travel;
    5. collars and leashes;
    6. claw clippers;
    7. cushions, beds and blankets;
    8. muzzles and harnesses;

If the customer chooses to reship the items by Canada Post, then they must proceed as follows:

The client must contact Jardin Des Animaux customer service, Monday to Friday, from 10:00 a.m. to 4:00 p.m., at 819 563-8056

Le Jardin Des Animaux customer service will then email you and the initial customer of the transaction a Canada Post return label if the returned products are subject to a free return.

Your name, address and phone number will be required for verification purposes.

In-store returns will be processed immediately, but you must have your original purchase receipt on hand. Returns made by Canada Post will be processed within approximately 7 to 10 business days from the date of receipt of the returned items.

Warranties

The product warranty is that of the manufacturer and is limited to normal use.

We will repair or replace, at our option, any defective item, free of charge.

In order to be entitled to this warranty, you must provide us with the defective item and a copy of the original purchase receipt for inspection.

This warranty is void if we determine that the item has been misused, or has been modified or altered in any way.

This warranty does not provide protection against normal wear or damage resulting from misuse.