FAQs

Shipping:

Q: Do you ship outside Canada?
A: Yes, we are pleased to offer shipping both in Canada and to the United States.

Q: Do you ship to P/O Boxes?
A:Unfortunately we cannot ship to P/O boxes as we require signature upon deliver to ensure safe delivery.

Q: Do you ship to non-member addresses?
A: Since many items purchased are given as gifts, we will gladly ship your item to a recipient at a different address. A signature by the recipient will still be required upon delivery.

Q: Do you offer combined shipping for multiple items?
A: Yes we do, however, shipping will still be calculated by weight and size. all items are packed and shipped carefully to ensure a safe arrival.

Q: What are shipping charges within Canada?
A: Shipping charges are based on the weight and size of the each items as calculated by our shipping provider.

Q: What shipping provider do you use?
A: We at Ben & Tournesol use Canada Post for all our online purchases. For more information on Canada Post please visit their website at http://www.canadapost.com

Q: What are your shipping charges outside of Canada?
A: Shipping charges are based on the weight and size of each items as calculated by our shipping provider. Additional duties and custom fees may apply and are not the responsibility of Ben & Tournesol.

Q: Am I going to be charged sales tax/duty?
A: Sales taxes are based on the Province of delivery, and is automatically calculated by our shopping-cart. Any items being shipped outside of Canada are subject to duty and custom fees which are calculated at the border and are the sole responibility of the recipient and not of BenandTournesol.com.

Gift Registries:

Q: How do I find someone’s Gift Registry?
A: On the shopping Home Page, in the left column, you will see a link called “Search for Events,” click on it. Once inside you may search for the desired registry by their name,  or the Event Name.

Q: How do I create a Wish List or Gift Registry?
A: You must first have created a Ben & Tournesol account and be logged in.  After you are logged in make your way to the shopping homepage by clicking on the SHOP navigation button towards the top of the page. On the left hand side column click on Gift Registries. Once inside click on “add new event.”  You may choose to keep the event private or make it public so that your guests can find your registry and purchase gifts for you. Once the Event is created you may then begin shopping normally and adding items to your list by selecting you event in the “Add to list” tab attached to each item in our store.  If you have any additional questions please feel free to call our store at 514.481.5050 for assistance.

Credits and Returns:

Q: What is your return policy?
A: All items may be returned for exchange or store credit (gift certificate to our online store) within 7 days of arrival of your order. Shipping and handling for all non-defective returns is at the customers expense. Items returned for exchange or store credit must be received in original, unused condition.

Q: If i return my item what steps are involved?
A: If your item is not to your satisfaction we will gladly accept it back for an exchange or credit to our store. Simply email us within 7 {seven} days of parcel delivery that you will be returning the item to us and we will provide you with a Return Authorization {RA} number. Returns for all non-defective items are at the expense of the client and must be received in original, unused condition.

Q: Can I return my online order item in-person at Ben & Tournesol for exchange or store credit?
A: Of course, we will be glad to accept all return in store at Ben & Tournesol.

Q: If my item arrives damaged what should I do?
A: All items are packed with the best of care. However, if your item arrives damaged we will gladly send you a replacement {subject to availability} at no extra charge. Refunds will be issued if the purchased item is no longer available. All damaged merchandise shall be dealt with on a case-by-case basis, please feel free to contact us via email and we will be happy to assist you. All claims for damaged items bust me made within 48 hours of delivery receipt.

Q: Can I return sale merchandise?
A: All reduced merchandise is final sale.

Q: If I receive a credit for a returned item is it good online only, or can I use it in person at Ben & Tournesol?
A: All online store credits and gift certificates issued after January 1st 2011 can be used online or in-store.

Q: I have a credit note and/or Gift Certificate that I received from the physical store, can I use it on BenTournesol.com?
A: Unfortunately all of our credit notes and Gift Certificates issued before in store cannot be redeemed online. We apologize for any inconvenience.

Delivery:

Q: How long should it take for my purchase to arrive?
A: Estimated arrival for packages is between 5 and 10 business days. However, delivery times will vary depending on location. All orders are shipped directly from our store in Montreal, Quebec. For any expedited shipping feel free to contact us in store at 514.481.5050

Q: My package hasn’t arrived yet, can I track it?
A: All items are shipped with a tracking number for your convenience. Also all items require signature upon delivery to ensure a safe arrival.

Q: What happens if I order an item that is currently out of stock?
A: We strive to make sure that all items on our website are in stock and ready to ship. If you purchase an item that indecently is out-of-stock we will be glad to issue you a full refund. Should you see an item that is out of stock you can be added to the wait-list and we will let you know as soon as the item becomes available again!

Changes to Orders:

Q: What should I do if I want to change my order?
A: Unfortunately orders cannot be changed. We do our best to make sure that all orders are processed and shipped promptly and therefore alterations cannot be made to online orders.

Privacy:

Q: Will my personal information be shared with any third party sites?
A: We want your shopping experience with Ben & Tournesol to be as enjoyable as possible. We will never share or give out any personal information you provide us with when becoming a member of BenTournesol.com