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When placing an order, please review our policies below:

Payments

We accept Visa, M/C, Discover Card, Cheque, Money Order, PayPal
Checks or Money Orders require a 21 day holding period to clear before items are shipped.
All charges in Canadian dollar.

Shipping

Shipping times vary depending on shipping destination. These are estimated delivery times only.

  • Shipping within Quebec: 2-4 business days.
  • Outside of Quebec (within Canada): 3 – 7 business days.

  • USA Orders: 6 – 10 business days. Also depending on customs clearance.
  • Europe Orders: 7-12 business days.  Also depending on customs clearance.

Standard shipping is $14.00 CAD for Canada and $22.00 CAD for the US.

Free shipping for orders over $150.00 CAD. (For Canada & USA only)

Free shipping for orders over $225.00 CAD.   (For Europe only, certain countries might be restricted  , please contact us.)

International shipping rates vary from $25.00 CAD to $65.00 CAD  depending on shipping service and destination. All international orders are confirmed via email and processed through PayPal or SQUARE with a shipping quote as to the service you prefer. Once paid then your order will be shipped and you will be provided with a shipping confirmation and/or tracking number. It is important to be aware, some duties may apply for some international destinations, and it is up to the customer’s sole responsibility to pay any and all required duties, tariffs and applicable taxes to receive their order once the parcel arrives in their destination country.

Items refused will be subject to standard return policy plus a $20 admin fee.

All international orders are preferred to be sent with tracking, however you may choose to send NON-TRACKING at your own risk.

Please note: ThermoflowJMROY.CA is not responsible for orders sent to the wrong address due to incorrect address provided by customers, delays due to weather conditions, customs delays or international orders lost or stolen sent non-tracking as per customer request. Please allow time for your order to arrive.

Processing Time

All orders are shipped within 24-48hrs of payment processing. Your credit card charge on your statement will show as SQUARE Thermoflow® JM ROY. Some delays may apply and we will notify you via email or phone regarding any order delays or back orders.

Online Ordering

After you place your order online – you will receive an email confirmation regarding your order. If you have not received an email confirmation within 12hrs of placing your order, please check your spam folders, or give us a call to confirm order details.

Order Cancellation

If you have placed an order and need to cancel it, please email us from the email your placed it with, stating FULL NAME, first and last name, within 24hrs of placing your order. If your request to cancel is received after 24hrs, there is no guarantee your order can be stopped in time, AND YOUR ORDER MAY ALREADY HAVE BEEN PROCESSED AND SHIPPED. Standard return policy will then apply.

Order Delays

I placed my order, and still have not received it after the estimated delivery time. What do I do?
If after the estimated delivery time has passed, and you have not received your item yet, please be patient as this can happen due to a variety of reasons: weather conditions for your local delivery service, or customs delays. Perhaps your order is sitting waiting to clear customs in your destination country. We suggest to give it a bit more time, however feel free to call us and we can track your order and see what has happened and why the delay. As some issues are out of our control and more time may be required, we always do our best to ensure your order gets to you as soon as possible and will communicate the status of your order to keep you informed.

Lost Orders

If you think an order is lost – we will contact our delivery service to find out what has happened. Once we get the confirmation it has been abandoned or lost due to no fault of your own, we will re-ship your order at no additional cost to you.

Product Warranty & Returns

We take pride in our Thermoflow®™ product and offer one of the best warranties in our field. All Thermoflow®™ garments are backed with a 90 day warranty to cover manufacturer defects. This will include stitching, fabric integrity and seams. Please note: We do not cover normal wear and tear, improper use or failure of garment maintenance.

If you have a product that is experiencing a warranty concern, please contact us immediately to have it resolved. All exchanges require the product to be sent in to us, along with proof of purchase and Return Authorization Code.

The following conditions apply for all returns:

To return product, please contact us for a Return Authorization Code (RAC) . This code must be displayed on the outside of the returned parcel. This will help us clarify the reason and process of your return. Items must be received by us within 30 days of issuing the RAC. After 30 days, a new RAC is required.

If an item is defective within the 30 day warranty period, we will exchange the product for the same item at no charge. Items that may present warranty defects after 30 days and up to 90 days will be repaired at no cost to you. Any defects after 90 days are evaluated on a case by case basis.

If you would like to return an item within the first 30 days, and your item is new and returned unopened, we will refund the total amount you paid less a 15% restocking fee and any shipping costs when shipping the item to you. Please note: we do not refund shipping costs, nor refund items after 30 days.

If you have worn or used the item you purchased and were not satisfied, we are happy to exchange it for another product. The item must be sent back within 30 days of the purchase date. Used or worn items sent back for refund will be applied towards a credit for another item.

All returned items that have been opened must be washed before we will process it. Items returned that have not been washed will be refused at the senders expense.

Any refunds are issued back to the same original source of payment.

If you have damaged an item by mistake:

If for some reason you have damaged an item, such as torn it or snagged it while working, send it back to us and we will repair your Thermoflow® item free of charge up to one year. Proof of purchase is required. After 1 year a small fee will apply.

All returned items that have been opened must be washed before we will process it. Items returned that have not been washed will be refused at the senders expense.

***Please note: Worn or opened items returned are not re-sold.

Returns / exchanges / warranties may take up to 21 business days to process once we receive the item.

All clearance items, shorts and briefs are final sale.

Thermoflow®, Québec, JM ROY

The Administration of Thermoflow ® JM ROY

June 1st,  2020

 

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THERMOFLOW® JM ROY

268, 6 ième Avenue Nord
Saint-Georges, Québec, 
Canada, G5Z 0R3
Off.: 418-228-2655

Email:  jeannroy@globetrotter.net