FAQ
Customer Service
For prompt answers to your questions or concerns about your order, please contact Customer Service at:
Email: info@bertoni-group.com
Telephone: 1-866-523-0212
9 AM – 6 PM EST, Monday through Friday,
10 AM – 5 PM EST, Saturday and Sunday, excluding holidays.
Shipping Policy
1. Payment
Credit Card payments (Visa, Master Card, American Express, Discover) are accepted directly through our secure payment gateway. We also accept payments through PayPal.
You will be charged when you place your order. If we are not able to fulfill your order for any reason your payment will be directly refunded to the method of payment.
2. Availability
All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order, using the original method of payment.
3. Shipping Locations
Orders are available for delivery to addresses in Canada and internationally. Any shipments outside of Canada will be charged at the rate specified at check out.
4. Delivery Time
We make every effort to ship your order within two business days (Monday to Friday, holidays excepted).
All orders are shipped using our Standard Shipping method, which currently uses Canada Post Expedited service.
Your order will be updated with tracking information provided by the shipping carrier. Please note that tracking information may not always be available. Delivery times vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. Products may also be delivered in separate shipments.
Please contact us for if you have specific shipping requirements.
5. Shipping Costs and Tax Rates
We offer free Standard Shipping on all orders over $100.
Additional shipping charges may apply based on the specific order, delivery method, and shipping address. Sales tax, when applicable, is charged according to the province or territory to which the order is shipped.
To find out the total cost of your order, simple add the items you would like to purchase to your cart, and proceed to the checkout page. Shipping options and costs, as well as any applicable sales taxes, will be displayed based on your order and shipping address. You will be able to review the total cost of your order before proceeding with payment.
6. Damaged Items
If there is any damage to the packaging or contents of your order upon receipt, please contact Customer Service immediately.
Refund Policy
If you are not completely satisfied with your order within 30 days of receiving it, please contact our Customer Service. If more than 30 days have past, we may not be able to offer you a refund or exchange.
1. Returns
Do not return any item without an RMA (return merchandise authorization) number which will be provide to you by our Customer Service representative. Items returned without an RMA number will not be processed.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
There are certain situations where only partial refunds may be granted:
- – Products which have been partially used.
- – Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- – Any item that is returned more than 30 days after receipt.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.
Please consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
2. Refunds
Once returned items are received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection status of your refund.
Approved refunds are processed promptly, and a credit will automatically be applied to your credit card or original method of payment. If you have not received your refund within 3 business days, please contact us at info@bertoni-group.com.
Sale Items
Only regular priced items qualify for refunds. Some sale items may not qualify for refunds. Please check with Customer Support for details.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your refund.
If the item wasn’t marked as a gift when purchased, or the purchaser had the order shipped to themselves to give to you later, we will issue the refund to the purchaser.