Shipping policy

Shipping Fees

Shipping fees vary based on the weight and number of parcels in your order and on the delivery address. We can only determine shipping fees on the day your order is ready to leave our warehouse.

Please add 15% of the subtotal for any order over $100 before taxes, or a minimum of $15 for any order under $100 before taxes. A surcharge may apply for deliveries to remote areas, the Maritimes or Western Canada.

There are no shipping fees for customers who wish to pick up their purchase at our store, located at 4118 Industriel Blvd., Sherbrooke, Quebec J1L 2S6.

Pricing Policy

We do everything in our power to maintain the prices on this website. We reserve the right to change a price if one of our suppliers raises its prices by more than 10%. Please note that website prices take precedence over catalogue prices. In the event of a typographical error in the listed prices, we reserve the right to make the appropriate changes. We will contact you before processing an order whose cost has changed.

Catalogue and website prices do not include shipping or taxes, which will be added separately to your invoice.

Sales Taxes

Applicable taxes will be added to the price of the merchandise and shipping. If you or your facility are tax-exempt, please contact our customer service to provide your exemption number, and write it in bold on your purchase order.

Payment Methods

For individuals
When you receive your order, you will find the invoice on or in the box. If you can't find it, contact our customer service and we will send you a copy. Payment is made at the time of your online purchase or phone order, by credit card.

Government institutions
When you receive your order, you will find the invoice on or in the box. If you can't find it, contact our customer service and we will send you a copy. For your first order with us, we will ask you to pay your invoice in advance by cheque or credit card. If it is not your first order but the total exceeds $2,000, a deposit may be required. Our accounting department will then contact you. Once your credit history is established, we can send you an invoice payable within a maximum of 30 days.

For institutions with an open account, please do not send payment before receiving our invoice, which will include applicable taxes and shipping fees.

Residential Delivery

Additional shipping fees will be charged for deliveries to residential addresses. We suggest providing a work address where you can receive the parcel during the day to avoid these fees.

Delivery Times

Unless you request otherwise, all parcels will be shipped with the most affordable and fastest courier service. All products ship from our warehouse in Sherbrooke, Quebec, unless otherwise stated in the product description.

In-stock products will be delivered within 3 weeks. Delays may occur during peak periods. Special orders (custom-made or non-catalogue products) can take up to 6 weeks to be delivered.

Returns

Products made to your request and to specific specifications cannot be returned. This includes reality orientation boards, activity illustrations, display boards, memory boxes, adapted signage and Visual Identification Concept pictograms.

For hygiene reasons, dolls, plush toys, puppets, weighted products, clothing and robotic pets cannot be returned.

If, within 30 days, you are not completely satisfied with one of our products, other than the exceptions listed above, we will do everything we can to make you happy with your purchase. For hygiene reasons, we do not accept returns of unsealed products. To return an item, please call our customer service to obtain a return authorization number. IMPORTANT: we will not accept any return without this number.

You will then need to pack the product carefully and return it to us at your expense, along with a copy of the invoice, the reason for the return and the return authorization number. A handling fee of 10% of the product's value will be charged for returns. Once we receive the items in perfect condition, we will send you a credit note, or a refund if you paid by credit card.

Back Orders

If a product is unavailable when your order ships, we will send it to you as soon as it becomes available. These products and their shipping fees will be billed separately. If you wish to cancel this product, you must do so as soon as you receive your initial order, to avoid receiving it in the meantime.

Damaged Merchandise

Once the merchandise leaves our warehouse in good condition with the carrier, we are no longer responsible for it. When you receive your order, it is very important to check the condition of the box and its contents. If the box appears damaged, you may refuse the delivery. If you decide to accept it anyway, ask the driver to note it in their system.

If the items are damaged when you open the box, it is your responsibility to call us within 48 hours of delivery. After that time, the carrier may refuse to pay compensation. To minimize the inconvenience for you, we will handle the claim with the carrier. In all cases, you must keep the shipping box for inspection.

If a product is missing or we made an error in your order, you must call us within 2 weeks. In the event of an error, we will send our carrier to pick up the return. After that time, requests will be declined.

Warranty

We honour the warranty offered by all our manufacturers. You will need to send us proof of purchase when making a claim.