Frequently asked questions

Most popular questions

You can change your delivery address in “Your account”, under “Delivery details”. The option will not be available if you have a debt or credit on your account, a delivery in progress or a break in your orders. In these cases, the “Your account” section will ask you to send us a message.

You will receive e-mail notifications about the progress of your order until it is handed over to the carrier. You can track the progress of your order from your customer area. Once the carrier has picked up your order, you will receive notifications by e-mail and/or SMS informing you of the expected delivery date. If you have any questions, please do not hesitate to contact our customer service department by e-mail at the following address: info@savanil.ca

Preparation and delivery of your order will take an estimated 4 working days from receipt of your order (except for Express deliveries). Our teams process orders from Monday to Friday, with the exception of public holidays. Orders placed on Saturday and Sunday on our website will be processed on the following Monday. Delivery times are approximate and may vary according to unforeseen circumstances during transport. During busy periods for carriers, such as the festive season, delivery times can be extended. Any information on this subject will then be displayed on the home page of our website.

Payment

We offer several payment options, including credit cards (Visa, MasterCard, …) and Interact transfers from your bank.

If you experience any difficulties during the payment process, please ensure that your card is still valid and that all required information has been correctly entered: card number, expiry date and security code. If problems persist, we advise you to contact your bank for assistance.

Delivery

Depending on the delivery method selected, you will receive notification of the delivery of your order:

  • If you have opted for shipment via Post-Canada or Purolator, you will be informed by e-mail.
  • If you have chosen Purolator as your shipping method, notifications will be sent to you by telephone or SMS.
  • For shipments made by our specialized carrier, you will receive notifications by telephone or SMS.

Packages may be subject to shocks during transport, which may cause damage to the boxes without leaving any external traces on the package. Our logistics team reinforced our packaging and ensured optimal product cushioning to minimize these incidents. However, it is always possible that some products may be damaged despite our best efforts. In this case, we invite you to send us a photo of your parcel along with the order number and your customer number by e-mail to: info@savanil.ca

Control

If your coupon code doesn’t seem to work, please make sure you have entered it correctly in the coupon code section of the shopping cart page. If an error message appears, check the validity of the code on the order form and make sure it hasn’t already been used. If the code is still valid and has not been used by another person, we recommend that you contact our customer service department via our contact form for assistance.

The invoice is sent separately from your order. If we have your e-mail address, the invoice will be sent to you by e-mail. Only a delivery note without price will be included in the parcel.

Contact

We invite you to send us a request via the online form on the“Professional Area” page, indicating your company name, telephone number, e-mail address, type of business and photos.

Customer service for private customers can be reached at the following numbers:

  • By e-mail to info@savanil.ca.
  • You can also contact us using the online form on our contact page.

Store

Of course, if you prefer to avoid the hassle, you can place your order in-store by filling in a paper order form. You can then request delivery to your home in Quebec or anywhere else in Canada. To do so, don’t hesitate to ask your sales consultant.

Click and collect is now available. Just mention it when you order. However, you will be able to pick up your order only during the Longueuil boutique’s opening hours, Monday to Friday, 9am to 12pm and 2pm to 5pm.

Customer account

You can add a new delivery address from your customer area, in the “Address book” section. When ordering, if you wish to add a new delivery address, simply click on “add a new address”. You can also name your delivery addresses according to your preferences.

To renew your password, click on “Forgotten password”. A request for a new password will be sent to you by email. Please check your junk mail or spam folder in case of non-receipt.

If you do not receive an email, this means that your email address is not in our database. We invite you to create your online account.

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