1. Where we ship
We currently ship to addresses in Canada, including the territories. We do not yet ship to the United States or internationally from this site. Post office boxes are fine as long as the carrier delivers to them in your area.
2. Shipping options and cost
Shipping options and their exact cost are calculated at checkout from your address and the weight of your order, and shown before you pay. Remote and territorial addresses may carry a surcharge, which is also shown at checkout before payment.
Delivery estimates shown at checkout are the carrier's estimates, not a guarantee. Weather, carrier volumes, and remote routing can add time.
3. Processing time
Orders are picked and packed from our warehouse in Ontario, normally within 2 business days of payment. You will receive a confirmation email when your order is placed and a shipping email with a tracking number when it leaves the warehouse. You can also check your order status any time using the order number from your confirmation.
4. Returns and refunds
Ferutz products are food. For safety reasons we cannot restock or resell returned food products, so we do not accept returns of opened packages, and we do not offer change-of-mind refunds on food that has shipped.
We will make it right, quickly, in the following cases:
- Damaged in transit: if your order arrives damaged, contact us within 7 days of delivery with a photo of the package and contents, and we will replace it or refund it in full.
- Wrong or missing items: if we packed it wrong, tell us within 7 days and we will send what is missing or refund the difference, your choice.
- Quality problems: if a product is defective or unsafe when it arrives, contact us and we will replace or refund it. Please keep the product and packaging until we have talked.
- Lost in transit: if tracking shows your parcel has stalled or gone missing, contact us and we will investigate with the carrier and replace or refund the order.
Refunds are issued to the original payment method, normally within 5 business days of approval. Shipping charges are refunded when the problem was ours or the carrier's.
5. Cancelling an order
If your order has not shipped yet, contact us as soon as possible and we will cancel and refund it in full. Once a parcel has left the warehouse it cannot be cancelled, but the returns section above still applies if anything is wrong when it arrives.
6. A note on summer shipping
Chocolate melts. During heat waves we may hold shipments briefly or add protective packaging to keep your order in shape. A melted-then-set product is safe to eat but not up to our standard - if your order arrives heat-damaged, treat it as damaged in transit above and we will make it right.
Contact
Order, shipping, and returns questions can go to Chef Ceber Inc., 10651 Keele Street, Maple, Ontario, L6A 3Y9, Canada, or by email.
info@chefceber.com