I received a damaged product. What should I do?
I’m truly sorry to hear that your package was damaged during transit. We take great care in packing our products to ensure they arrive in good condition, but unfortunately, damages can sometimes occur during shipping.
Please contact us and include:
Photos of the damaged product(s)
A photo of the package
A list of products that cannot be used
Your preference between having a new product shipped or receiving a refund
So that we can process your request quickly, please write to us within 30 business days of receiving your order.
A product is missing or incorrect in my order. What should I do?
We’re really sorry about the mistake in your order!
So that we can correct the situation, please contact us and include:
A photo of the items you received (in the case of a partial order)
A photo of the packing slip included in your package
Please also let us know whether you would prefer the missing products to be resent, or a refund.
I suspect a quality issue with my product.
We’re sorry about this situation and would like to investigate with our quality control team.
Please contact us, and provide us with:
The lot number (Please note that, the lot number is usually displayed in the following format: 12345-9L456 13:12) You can alway send a pictures of the lot number!
A description of the problem, and a photo or video if relevant.
This will allow us to open an investigation and assess whether compensation is warranted.
I experienced an allergic reaction to a product.
Before placing any order, we recommend carefully reviewing the ingredient list.
In the event of a reaction, please contact us. We will ask for the lot numbers indicated on the packaging in order to complete a quality report.
Do you ship to P.O. boxes or rural areas?
We do not ship to P.O. boxes or to remote rural areas, based on our carriers’ delivery criteria.
Do you ship everywhere in Canada and the United States?
Unfortunately, we do not currently ship to the following regions due to shipping service limitations in these areas:
- Canada: Northwest Territories, Nunavut, and Yukon
- United States: Hawaii, Alaska, and Puerto Rico
What are the shipping fees in Canada and the United States?
Shipping is free on all orders of $74 or more (before taxes and after discounts) in both Canada and the United States.
The following fees apply to orders below this threshold in both countries:
Orders under $29.99: $12.99
Orders between $30.00 and $73.99: $9.99
Please note that you are viewing this FAQ on our United States site. If you want to ship to Canada, please visit our Canadian site.
Why am I being charged shipping fees even though my order is over $74?
Shipping fees are calculated after a promo code has been applied.
For example, if your order total is $74 and you apply a $10 discount, the new total becomes $64, which makes the order no longer eligible for free shipping.
When will I receive my order?
Once shipped, your order is generally delivered within 4 to 10 business days, depending on your shipping address.
While we make every effort to meet the estimated timelines, delays beyond our control may occasionally occur and delivery times are provided for reference only.
What happens if I’m not home at the time of delivery?
The package will be left at the address provided at checkout if the carrier deems the location safe.
If the package cannot be left, a delivery notice will be left (when possible) indicating where the package can be picked up.
No signature is required upon delivery.
Undelivered packages will be returned to our warehouse and refunded.
Can I pick up my order at your store, offices, or factory?
Unfortunately, no. Please feel free to visit our store, but we cannot hold your order there. Our Montreal offices and our Sherbrooke factory are not open to the public.
Returns and refunds
Do you accept returns or exchanges?
For quality and product integrity reasons, we do not accept returns or exchanges. All online purchases are considered final sale.
If you purchased a product directly at an ATTITUDE retail store, you may return it in-store. However, our Montreal store staff are not authorized to process returns for online purchases.
Can I return or exchange a product purchased from a retailer?
If your purchase was made through a retailer or partner, please contact the merchant directly.