Shipping and delivery

How long will my order take?

Plan for 14 to 30 days from the day you order.

We ship from overseas, which is why it takes longer than a big-box retailer. We'd rather tell you that up front than have you wondering on day twelve.

Where do you ship?

Canada only, for now.

How much is shipping?

Whatever it costs is shown before you confirm your order. Nothing gets added afterward.

Where's my tracking number?

It's emailed to you the moment your order ships.

My tracking number isn't showing anything.

Give it 24 to 72 hours. The carrier has to physically scan the parcel into its system before the number means anything, so a fresh number often returns nothing at all. That's normal, and it isn't a sign anything's wrong.

If it's still blank after three days, write to us and we'll chase it.

Will I have to pay customs or duties?

Possibly. Because our products ship from outside Canada, the Canada Border Services Agency or the carrier may charge duties, taxes or a clearance fee when your parcel arrives. Those charges go to you, on top of what you paid us.

We can't tell you the amount in advance — it's set by customs, not by us. But we're not going to pretend it can't happen.

My order never came.

Email us with your order number.

If your parcel was lost or stolen before it reached you, that's our problem, not yours — we'll reship or refund. You don't have to argue with the carrier.

And if 30 days have passed beyond the delivery window we quoted you, you can cancel and get every dollar back within 15 days. Under Quebec's Consumer Protection Act that's your right, and we'll honour it without a fight.

I entered the wrong address.

Tell us straight away. If it hasn't shipped, we'll fix it. If it has, we'll do what we can, though a reshipping fee may apply.

Payment

How can I pay?

Credit card, processed through Shopify Payments. Paying by card also gives you a chargeback route through your bank if we ever fail to hold up our end.

Do you charge tax?

No. Quervani is a small supplier and isn't registered for GST or QST, so the price you see is the price you pay.

Is checkout secure?

The site runs over an encrypted connection, and payments are handled by Shopify Payments, which meets the PCI-DSS standard. We never see or store your card number.

Returns and warranty

What's your return policy?

You have 30 days from receiving your order to send it back if you've changed your mind. It needs to be unused and in its original packaging, and return shipping is on you. Once it's back with us and checked, we refund you within 10 business days.

Email support.quervani@gmail.com with your order number and we'll send instructions.

What if it arrives broken, or stops working?

Different situation, and a better one for you.

If the product is defective, quits early, or isn't what we described, we repair it, replace it, or refund you — at no cost to you, and we pay the return shipping.

This isn't a goodwill gesture. It's the legal warranty every Quebec buyer has. It isn't capped at 30 days, and we can't sign it away. Just write to us.

Can I get spare parts or have it repaired?

No. We don't guarantee the availability of replacement parts, repair services, or repair information for our products. We'd rather say so plainly than let you find out later.

About us

Where are you based?

Quervani is a Quebec business, based in Gatineau.

Still stuck?

Email support.quervani@gmail.com. A real person reads it.