How long does it takes to process my order?
All orders are processed within 2 to 4 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
How much does the shipping cost?
Shipping costs are calculated based on size and weight of your order and displayed during the purchase process before the payment of your order. The carrier (Post Canada or UPS) will be automatically selected based on your shipping address. All shipping options may differ or not be available depending on the final destination (PO Box, Armed Services and Outlying Territories, etc.).
What are your shipping times?
Shipping times vary according to the carrier (Post Canada or UPS) and the selected shipping option. Please note that shipping times of the carrier are out of control of Guitares Pellerin and might take longer as expected, especially during busy periods during the year.
Do you include duties and import taxes in your prices?
Duties and import taxes are not included and remain entirely your responsibility. Your order may incur duties, fees and import taxes upon delivery (included VAT). These charges are determined by your local customs authority. Payment of these is necessary to release your order from customs. For more information, please consult your local customs office.
How do I check the status of my order?
When your order has shipped, you will receive an email notification which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact Michel Pellerin with your name and order number, and he will look into it for you.
Any order is exchangeable but not refundable. To exchange an item, please contact Michel Pellerin first.
You can exchange any item purchased within 14 days from the delivery date. Make sure the item you return is in its original condition.
You can return your parcel as your own expense using any postal service. However, as the parcel remains your responsibility until it arrives with us, please remember to keep proof of dispatch.