Commercial policies for personal accounts

Free delivery - conditions

We offer free delivery for any order of $50 and more, excluding taxes and coupons. The order will be delivered pending credit approval.ddd

The delivery service is offered in most regions of Quebec and in some sectors of Ontario. When entering your postal code, we will tell you immediately if we are unable to deliver in your area.

Delivery is not offered in postal boxes.

Additional fees

$15 fixed fees will be added to any order of less than $50, excluding taxes and coupons.

Special fees apply when the order exceeds the weight or size standards of our carriers. We will contact you if any additional fees are required to ship your order.

Ex.: safes, furniture, many boxes of paper, etc.

Return fees are assumed by the customer, excepting for defective items or order errors from our part.

Delivery lead time

Most orders are delivered the next business day, Monday to Friday. To get a next day delivery, orders must be placed before:

• 5:00 PM (Montreal area)
• 4:00 PM (Quebec)
• 3:00 PM (Ontario)

Orders placed on Friday after the deadline, on Saturday or Sunday are delivered the following Tuesday. We do no offer evening or weekend delivery service.

Holidays are not considered as business days.

The expected delivery date is indicated in the order confirmation email.

Availability at the point of delivery

The addressee must be available between 8:00 AM and 5:00 PM to accept the delivery. A signature confirming the delivery and the items ordered will be required.

If there is generally nobody available during daytime at your main delivery address, we strongly recommend that you register a second shipping address (work address, for example). You can register other shipping addresses in your customer's profile and select one of them when ordering.

After two unsuccessful attempts, your parcel will be left at the nearest Purolator shipping centre in your region.

Items in back order

Presently, you can not order items on back order on hamster.ca. We recommend that you check the product availability at one of our dealers or at a later date on the site.

If a product is on back order at the time of processing your order, we will advise you by email. The new adjusted amount will be debited from your credit card. Additional delivery fees will not be added if your new total is under \$50.

Return of goods

Contact our customer service at 1-800-567-7672 for any question about return of goods

If you are not satisfied with your order, Hamster may refund or exchange the products ordered. Contact the customer service to get a return authorization number. We will issue your authorization number within 48 hours.

Return authorization number is mandatory.

The items ordered must be intact and returned within 30 days from the delivery date. Electronic and computer products must be returned within 14 days from the delivery date.

All the products must be returned in their original packaging including all books, pieces and accessories as well as a copy of the invoice or packing slip. Incomplete parcels or packagings will be refused.

Unwrapped books, software or CD/DVD medias (not in their original plastic wrap) can not be returned or refunded. If defective, these items will be replaced by the same title or identical product.

The refund will be credited to the same credit card used for the purchase.

Return fees are assumed by the customer excepting:

• if the product is defective
• if we made an error in the order

In these cases, we will ask a carrier to pick up the merchandise at your home or office. We will assume the delivery fees of any replacement product shipped.

Warranties

We honour most manufacturers' warranties, even after the period authorized for returns. We have agreements with most manufacturers. Defective products will be replaced or repaired according to the manufacturer's policies. In some cases, the customer must contact and make arrangements himself with the manufacturer's customer service.

Delays to obtain a replacement product are variable and can take up to several weeks.

For any questions related to defective products, first contact our customer service.

Invoicing

Your card is debited after the order is validated. No additional fees will be applied without your authorization.

Taxes are calculated according to the shipping address.

Contact us

• Mailing address
• Hamster | Distribution Centre
• 950, Place Paul-Kane
• Laval QC H7C 2T2
• Toll free phone: 1-800-567-7672
• Toll free fax: 1-800-561-4178
• email: kEncEmailtbdAibntufs/db