Shipping Policy and Customer Responsibilities

Processing and delivery times
Order Processing: Orders are processed and shipped within a typical 2-5 business days.

Please note that this processing time may be revised in the event of the following exceptions: public holiday, weather conditions, inventory shortages and others.

*Please note that we may wait to receive the missing items if the delivery time is reasonable with our supplier or refund you for the missing item(s). No partial shipments of orders will be made.

Carriers used : After dispatch, delivery is handled by one of our partner carriers:
Canada Post, Purolator, Nationex, Loomis Express.

Delays beyond our control : Once the package is handed over to the carrier, delivery times and package handling are subject to their policies and operations. Delays may vary depending on destination, weather conditions, periods of high volume, or other events beyond our control.

No compensation for delays: No refunds or compensation will be given for delivery times exceeding the posted estimates, regardless of the reason.

Nature of products: No returns or refunds
No Returns or Exchanges: Due to the perishable or frozen nature of our products, no returns, exchanges or refunds are accepted, except in the event of an error on our part.

Firm and final order : All orders are considered firm and final upon confirmation of payment, in accordance with current health standards.

Customer Responsibility : Delivery and Collection
Complete Address: It is the sole responsibility of the customer to provide a complete and accurate delivery address, including, if applicable, the apartment number, room, entry code or any other useful information.

Special Instructions: Instructions or access codes provided when ordering are transmitted to the carrier, but their consideration and use depend entirely on the carrier's procedures and cannot be guaranteed by Keys Nutrition.

Delivery to buildings with secure access:

Important note: Despite transmitting access information (apartment number, entry code, etc.) to the carrier, delivery to the apartment door or use of the entry code is at the discretion of the delivery person or the policies of the transport company.
Keys Nutrition cannot guarantee delivery to the door or use of the access code, and cannot be held responsible if the delivery is left at the entrance, lobby, or other accessible drop-off point.

Customer absence: If you are absent at the time of delivery, you must track your package with the tracking number provided and contact the carrier to collect it within the prescribed time frame.

Liability for incomplete/incorrect address or non-collection: Any error or omission in the delivery address cancels any liability on our part in the event of loss, refusal, return, or delay of the package.
No replacement, refund or resend will be made in these cases.

Additional charges and remote areas
Remote areas or large/heavy packages: For remote areas (Abitibi, Côte-Nord, Gaspésie, Outaouais, etc.) or for heavy or large packages, additional charges may apply, even if the order reaches the free delivery threshold.

Communication of costs: These costs are either displayed when ordering or communicated after confirmation. In this case, the customer can:

- Accept additional charges

- Modify your order

- Cancel your order (if it has not yet been shipped)

No fees absorbed by Keys Nutrition: These fees are imposed by the carriers and are neither negotiable nor absorbed by Keys Nutrition.

* Safety – Dry ice CAUTION!
 Never handle dry ice with bare hands. Always use protective gloves.
Keys Nutrition declines all responsibility for burns, frostbite or injuries resulting from improper handling.

Carrier Policy
Here are the standards generally applied by our partners:

Canada Post : Delivery without signature in many cases, delivery times not guaranteed, recipient's obligation to track the package.

Purolator / Loomis Express / Nationex : Drop-off without signature possible, variable standard delivery times, reshipment or return at the customer's expense in the event of an error or absence.

Instructions: By placing your order, you also agree to the policies specific to each of these carriers.

SEE CARRIER DELIVERY POLICY:

Purolator / Loomis Express / Canada Post / Nationex

International and Overseas Delivery
Deliveries outside Canada / Overseas:
We can deliver outside of Canada upon special request, but service availability depends on carrier partners and the nature of the products.

Deadlines and responsibilities:
International and overseas delivery times are completely beyond our control: they can be long and are subject to customs, food or regulatory restrictions in the destination country, as well as weather conditions and seasonal volumes.

Customs fees and duties:
Any fees, taxes, or customs duties applicable in the destination country remain entirely the responsibility of the customer. No compensation or refund will be given for delays, seizures, or destruction of packages by local authorities or in the event of an impossibility of delivery (products refused at the border, prohibited, etc.).

No returns, refunds or exchanges are possible for any international delivery, regardless of the reason.

In summary
Your order will be sent to the address you provide. Please include all necessary details (apartment number, room, instructions, etc.).

Any omission or error is your responsibility and could result in the loss, theft or return of the package without compensation.

For any questions or special situations, please contact our customer service before finalizing your order at info@keysnutrition.com

Thank you for your trust, Keys Nutrition team!