Shipping, Delivery and Customer Responsibility Policy

Processing and Delivery Times

Orders are processed and shipped within a usual timeframe of 5 to 10 business days.

Once shipped, the order is handled by one of our carrier partners, including Canada Post, Purolator, Nationex and Loomis Express, depending on the destination, the type of package, and the nature of the products.

Once the package has been handed over to the carrier, delivery times, tracking, and package handling are governed by the carrier’s own policies and operations. Delivery times may vary depending on the destination, weather conditions, peak periods, or any other event beyond our control.

No refund, credit, or compensation will be granted due to a delivery delay, regardless of the cause.

Nature of Products and Return Policy

Due to the perishable, food, or frozen nature of our products, no return, exchange, or refund is accepted, except in the event of an error on our part.

Any order is considered final and binding upon confirmation of payment, in accordance with applicable health and safety standards.

Customer Responsibility Regarding Address and Package Receipt

It is the sole responsibility of the customer to provide a complete, accurate, and accessible delivery address, including where applicable:

• apartment number

• unit number

• entry code

• any instruction useful for delivery

Special instructions provided at the time of the order may be communicated to the carrier, but their application depends entirely on the carrier’s own procedures. Keys Nutrition cannot guarantee that these instructions will be followed.

Delivery to Buildings with Secured Access

Even when access information is provided, delivery to the apartment door, the use of an intercom, or the use of an entry code remain at the discretion of the delivery driver or subject to the carrier’s policies.

Keys Nutrition cannot be held responsible if the package is left at the entrance, in the lobby, in a common area, or at any other drop-off point deemed accessible by the carrier.

Absence at the Time of Delivery

If you are absent at the time of delivery, it is your responsibility to track your package using the tracking number provided and to contact the carrier in order to retrieve it within the prescribed time.

Incomplete or Incorrect Address or Unclaimed Package

Any error, omission, or inaccurate information in the delivery address releases Keys Nutrition from any responsibility in the event of:

• loss

• theft

• refusal

• return

• delay

• impossibility of delivery

No replacement, refund, or reshipment will be provided in these situations.

Additional Fees and Remote Areas

Additional fees may apply for:

• remote areas

• heavy packages

• oversized packages

• certain destinations served at a higher cost by carriers

This may apply even if the order reaches a free shipping threshold.

These fees may be:

• displayed directly at checkout, or

• communicated after order confirmation

In such a case, the customer may:

• accept the additional fees

• request a modification to the order

• cancel the order, if it has not yet been shipped

These fees are imposed by the carriers and are neither negotiable nor absorbed by Keys Nutrition.

Dry Ice and Safety

Some packages may contain dry ice.

Warning: never handle dry ice with bare hands.
Always use appropriate protective gloves.

Keys Nutrition declines all responsibility for any burn, frostbite, or injury resulting from improper handling of dry ice upon receipt of the package.

Carrier Policies

Our carrier partners apply their own standards and procedures, which may include in particular:

• delivery without signature

• leaving the package at the door or in a location deemed safe

• non-guaranteed delivery times

• the recipient’s obligation to track their package

• return or reshipment at the customer’s expense in certain cases

By placing an order on our website, you also accept the applicable policies of the carrier selected or assigned to your shipment.

Carriers used according to logistical needs:

• Canada Post

• Purolator

• Nationex

• Loomis Express

International and Overseas Delivery

Upon special request, we may ship certain orders outside Canada, subject to service availability, applicable restrictions, and the nature of the products.

Delivery Times and Responsibilities

Delivery times for international or overseas orders are entirely beyond our control. They may be affected by:

• customs

• local food regulations

• import restrictions

• weather conditions

• seasonal volumes

• border refusals

Fees, Taxes, and Customs Duties

All fees, taxes, customs duties, or import charges applicable in the destination country are entirely the responsibility of the customer.

No refund, credit, or compensation will be granted in the event of:

• delay

• seizure

• destruction of the package

• refusal by customs authorities

• impossibility of delivery

• product prohibited or refused at the border

No return, exchange, or refund is possible for an order shipped internationally, for any reason whatsoever.

Keys Nutrition Contact Information

For any question, special situation, or request related to an order, please contact our customer service department before completing your purchase:

Keys Nutrition
665 Margaret-Fraser
Québec, Québec G1C 0S5
Canada
Email: info@keysnutrition.com

Summary

By placing an order with Keys Nutrition, you acknowledge that:

• the address provided must be complete and accurate

• the customer is responsible for tracking and retrieving the package after shipment

• delivery times depend on the carrier

• no refund or compensation will be granted for transportation delays

• no return, exchange, or refund is accepted for perishable products, except in the event of an error on our part

Thank you for your trust,

The Keys Nutrition Team