OUR POLICIES
Terms and conditions of sale
Ordering
To order, you need to create an account on the online store and log in. To add an à la carte product to the shopping cart, click on Add to cart. To order a subscription, click on Subscribe.
Orders must be completed and paid for by 11:59 p.m. on Sundays, Tuesdays and Thursdays in order to be processed by our team, then prepared and shipped.
You must ensure that the contents of the basket correspond to your order and complete all fields before proceeding to payment. No changes can be made once your order has been placed.
If you wish to use a promotional code, you must enter it in the box indicated BEFORE proceeding to payment.
Once the order has been paid for, it will be entered into the system and processed by our team. It is no longer possible to modify its content, add or remove items or change the price.
Once your order has been paid for, you will receive your order form by e-mail. Our team will also send you a confirmation message indicating the shipping date of your order.
Allergies and dietary restrictions
No requests to modify dishes or orders will be accepted. It is impossible for Fitmenu to guarantee the absence of allergens (such as peanuts, lactose, gluten) or to remove foods containing them. Before ordering, you must make sure that the dishes on the menu are suitable for you.
Communications
All order and delivery information will be sent to you by e-mail. It is therefore important to ensure that you enter the correct e-mail address in your account. It is possible that Fitmenu messages will be directed to your junk mail box, so you must allow these messages.
Shipping
We ship most orders with a local delivery service. For remote areas, orders are shipped with Purolator / Dicom.
Delivery times vary from 8am to 8pm. Due to the volume of orders and the vast area to be covered, it is not possible to obtain a more precise time slot.
Home delivery
If you have selected home delivery, it is important to indicate the complete home address, or business address if applicable. If you require any additional information, please enter it in the Delivery notes box.
For delivery to a condo, apartment or business, it is important to indicate all the information required to enable the delivery person to leave the box in the right place (e.g. entrance code, floor number, apartment number, company name). Delivery personnel are not allowed to ring the bell if you are absent.
In your presence, as in your absence, the box will be left at your address without a signature.
Refund policy
Each request will be evaluated by the Fitmenu team, who will do everything in their power to ensure a fair settlement for any problematic situation encountered. Your satisfaction is at the heart of our decisions and we guarantee exemplary customer service.
We do not issue refunds; orders cancelled within 24 hours will be credited to the account for future purchase.
In the event of a manufacturing error or defect
All sales made through our online store are final and non-refundable.
However, if you find that they do not correspond to your original order, you have a period of 24 hours following receipt of the products to inform us. After this period, no exchange solution can be offered following complaints.
Fitmenu does not refund the value of orders in the event of an error. Fitmenu undertakes to offer compensation equivalent to the amount paid in the form of a credit applicable on the online store.
In the event of an order cancellation
An order cancellation request may be made within 24 hours of payment of the order. This must be done by e-mail to [email protected]
Cancelled orders are non-refundable. A credit equivalent to the total value of the order will be issued and may be applied to a subsequent order via the online store.
After the closing date for orders, i.e. Tuesday 5 p.m. and Friday 5 p.m., no cancellation requests will be approved. Orders will be produced and shipped as scheduled.
In the event of a delivery problem
Fitmenu orders are shipped and delivered by subcontractors. The delivery times required from these two companies are 24 to 48 hours following the shipping date. The shipping date of your order will be indicated to you by e-mail after your order has been processed.
Our boxes are designed to keep food fresh for up to 48 hours after shipping. After this time, Fitmenu cannot guarantee product freshness. Once the box has been dispatched, it is the customer’s responsibility to collect their order within 48 hours from the delivery address or chosen drop-off point. Neither Fitmenu nor its drop-off points will send notification of the arrival of the order. It is the customer’s responsibility to ensure that the order is picked up within the agreed time.
Fitmenu and its subcontractors disclaim all liability in the event of theft once the order has been delivered. The customer agrees that the order may be left unsigned and unnotified at the address indicated.
In the event of a delivery problem, the customer must notify Fitmenu within 24 hours of the shipping date. After this time, Fitmenu is not responsible for the delivery.
Privacy policy and protection of your information
At Fitmenu, we want to give you peace of mind regarding the use and sharing of personal information that is collected through our online store. The following notice explains our policy regarding privacy and the protection of your information. By visiting fitmenu.ca you consent to the practices described in the Privacy Policy below. It is possible to browse our website anonymously without any data being collected. When you create an account, personal data is requested. You are therefore no longer considered anonymous. By agreeing to provide us with the information required to create an account, you consent to the transfer and storage of this information on our servers located in North America.
Follow-up
During your visit to the site, we track :- Products you’ve seen: we use these to, for example, display products you’ve recently seen or that you’ll like.
- Location, IP address and browser type: we use these to estimate taxes and delivery charges.
- Delivery address: we’ll ask you to enter this to estimate delivery costs before you order, and to send the order to you!
Information
When you purchase from our website, we will ask you to provide information including your name, billing address, delivery address, email address, telephone number, payment/credit card details and possibly account details such as username and password. This information will be used to:- Sending information about your account and order
- Responding to requests, including refunds and complaints
- Process payments and prevent fraud
- Configure your account for our store
- Comply with any legal obligations, such as calculating taxes Improve our store offerings
- Send you marketing messages, if you choose to receive them Storage
Log files and cookies
We collect certain information through log files and cookies. This information is mainly as follows:
- IP address
- Operating system
- Visited pages and requests
- Time and day of connection.
The use of these files enables us to improve the service offered on our online store and to provide a personalized welcome. It enables us to draw up a personalized consumer profile and track orders. Data may also be stored for statistical purposes.
Data access
Members of our team have access to the information you provide. For example, store administrators and managers have access to:
Order information such as what was purchased, when and where it should be sent, and
Customer information such as your name, e-mail address and billing and shipping information.
Our team has access to this information to process orders, process refunds and assist you.
Payments
We accept credit card payments. Information is sent to Stripe including information required to process the payment, such as the total amount or billing information.
Please read Stripe’s privacy policy.
Right of access and withdrawal
We are committed to offering a right of access and rectification to persons wishing to consult, modify or delete their personal data.