Shipping and returns

01Delivery areas

We ship within Quebec and to other Canadian provinces and territories. For delivery outside Canada, please write to us: we will check whether it is possible under the destination country’s food import rules.

02Fees and timelines

Delivery fees depend on the destination, weight and format ordered. They are confirmed in writing before payment. Orders are usually prepared within 2 to 5 business days after payment is received, then handed to the carrier. Transit time depends on the carrier and destination.

Where pickup is available, the address and hours are included in your confirmation.

03Packaging

Glass jars are carefully packed to limit breakage. In extreme temperatures, we may postpone shipping by a few days to protect the product; we will let you know.

04Receiving your order

Check your parcel as soon as it arrives. If the packaging is visibly damaged, mention it to the driver if possible and take photos.

05Broken, damaged or wrong product

Email us at info@orphela.com within 7 days of receipt, with your name, order date and a photo of the product and packaging. After review, we will offer you either a free replacement or a refund of the product price and related delivery fees.

Do not eat a product whose jar is cracked, broken, bulging or whose lid is not sealed on arrival.

06Returns

For food safety reasons, we do not accept returns of products that have been opened or whose seal was removed, or of products not stored as directed on the label, unless they are defective.

An unopened, intact product may be returned within 14 days of receipt, at your cost, for a refund of the product price. Contact us before sending any return.

07Refunds

Refunds are made using the original payment method within 15 days of the refund being approved.

08Wholesale orders

Delivery, return and credit terms for wholesale customers are set out in their written agreement.

09Your rights

This policy is in addition to, and does not limit, your rights under the Quebec Consumer Protection Act. See also our terms of sale.