We deliver across Canada. Unfortunately, we do not currently deliver outside of Canada. Please note that when promoting free shipping, the geographic area for which free shipping will be applicable is indicated. No delivery refund will be made if you have placed an order and it is not in the geographic area indicated by the promotion.
It is our team that personally handles deliveries if your shipment is in the Montreal area and the surrounding area (30 minutes or less from Montreal). It’s always a great pleasure to meet our customers!
If so, you live further than a 30-minute drive from Montreal, our carrier is Purolator or Canada Post. We always deliver in express mode and provide (subject to any reservation) delivery times between 3 to 5 working days. If the product is not available, you will be automatically contacted by our team within 48 hours of your online ordering.
If so you want to avoid mailings, you can always encourage our wonderful physical outlets. We are sold in several shops, delicatessens and grocery stores. You can refer to the POINT OF SALE section of our website for more information. Be sure to contact them to validate the availability of the product you want before you travel!
Incomplete order or missing product
Paella Marisol takes all necessary precautions to ensure that the products you have ordered are available at the time of order. If a product is missing from your order, Paella Marisol agrees to contact you before sending your order. If, for delay reasons, you do not wish to wait for the product to return to stock, a full refund in Canadian currency will be made (including applicable taxes). It is also possible that a specific product will be forgotten when preparing the order; in this case, we will also offer you a refund or free delivery for this product.
Products damaged during delivery
A damaged product is a product that was not received in the same condition as when the order was sent. In this case, Paella Marisol undertakes to return the damaged product or products to you at our expense. If due to delays, you cannot wait for Paella Marisol’s product to return to the expense, we are committed to refunding the damaged product or products to you. However, the request must be made within 7 days of receiving the damaged product, without exception. A photo will be requested in support.
Package not processed and/or not delivered
If your order has not been processed within 20 business days of sending your order (except for pre-orders) or has never been delivered by Canada Post/Purolator within 20 business days of the shipping date, we will open an investigation and your order may be eligible for a refund equivalent to the amount received in Canadian currency, including applicable taxes.
If you need to return an item, please contact us at [email protected]with your order number and product details. We’ll respond quickly by telling you how to return the items in your order.