Shipping Policy

Carrier

We use different delivery services. The tracking number will be emailed to you after your package is shipped. The maximum weight per order is 20 kg.

Please note that we do not deliver fresh and frozen products for technical reasons.

It is the responsibility of the customer to indicate the correct delivery address and to ensure that the package is received. If you are absent, the package will not be left at your home, you will have to pick it up at the delivery service with which your order will be previously sent. In case of error, customer service will contact you. Shipping charges may be withheld. This also applies in the case of unclaimed or refused packages.

  • Canada Post
  • Purolator
  • Canpar
  • UPS
  • DHL
  • FEDEX

Fees and delivery times

Quebec

The fixed delivery fee in Quebec is $5 with a minimum purchase of $24.99 before taxes with a delay of 4 to 6 business days. Delivery is free for purchases of $80* or more before taxes for chocolate bars, fondue and seasonal chocolate. As for erythritol, delivery is free for purchases of 20 or more 1kg bags of erythritol. The delivery time may be relative depending on the availability of the products ordered and on delays related to COVID-19. The minimum purchase is $24.99 before taxes.

The other provinces of Canada

Delivery charges for the rest of Canada are calculated based on the weight of the order and your location. The fee calculator will show you the associated price when you confirm your order. The delivery time is relative to the geographical area.

Items damaged in transit

Items damaged during transportKétolat makes sure to ship the items in a saleable condition and to pack them properly to avoid any breakage during transport. If you receive a damaged item, please send us an email at commandes@ketolat.com or call ( 514) 360-7749 Monday to Friday between 9:00 am and 5:00 pm to let us know and we will consider possible solutions.

Lost package

If your package appears to be lost, please email us at commandes@ketolat.com or call 1-(514) 360-7749. Monday to Friday between 9 a.m. and 5 p.m. This will allow us to follow up on the file. A service ticket will be opened and an investigation of up to 5 business days will be conducted. If the package is officially declared lost, your order will be reshipped at no extra charge. You will be informed throughout the process.

If you have any questions, please contact our customer service by email at info@ketolat.com or call ( 514) 360-7749 and we will be pleased to answer you Monday to Friday between 9:00 am and 5:00 pm.