Customer Service Terms

The lovefrom.ca team strive to always provide quality service so that our customers enjoy a consistent and satisfying experience of sending love with our company.

By accessing or using any part of the lovefrom.ca website or services, you agree that you have read, understood and agreed to be bound by our customer service and terms of sale described below.

If you have any questions, please do not hesitate to contact us by email here.

Privacy

As part of this website, the personal information you provide us to complete an order, verify your credit card, arrange for a delivery or refund is used for that specific reason only. Only with your direct consent, will we use this info to contact you with news and new offers.  If after you opt-in, you change your mind, you can contact us here to withdraw your consent at anytime.

When you use our website, we use temporary cookies and receive your computers internet protocol (IP address) that stay in file until you exit the site. No one can therefore identify you using them. You may disable the cookies at any time.

We use Moneris, Paypal and Canada Post (third party service providers) to complete the payment and shipment of your purchase and they will only collect, use and disclose your information as necessary to perform the services they provide to us.

Customer Security

We take all necessary precautions to ensure your transactions and information are secure.

Our website is hosted on GoDaddy and they store your data on a secure server behind a firewall.

We use SSL security to protect you as you enter your credit card number and also for the rest of the payment process.

Your credit card data is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS) and stored by GoDaddy only as long as is necessary to complete your purchase and then it’s deleted.

Delivery Policy

We send lovefrom.ca boxes to every location in Canada.  While we do not ship to the U.S.A at this time, we do accept orders an payments from the U.S.A. for subscriptions being delivered within Canada.

We send the first box of the subscription within a week of receiving the paid order.  Customers can count on each box in the subscription being delivered the same week each month.  We send an email notification when each box is shipped.

We ship through Canada Post’s expedited parcel service and provide customers with the package tracking number so that delivery status is available.  Typically boxes get delivered within three business days of being shipped.

Cancellations

Subscriptions may be cancelled anytime and there are no cancellation fees. In order to cancel your subscription, you must notify us by email here. By return email within 48 hours, we will confirm the effective date of your cancelled subscription and the amount of any refund to your credit card for monthly boxes not yet shipped in your prepaid subscription plan.

Returns & Refunds

We do not have the ability to allow returns. In case of any damages to the monthly box or its contents, please do not hesitate to inform us within 3 days of receiving the delivery via email and we will organize a replacement or refund.

Terms of Sale

Product Descriptions. We try to make the website thorough, accurate and helpful to our customers. Nonetheless, there may be times when certain information on the site may be incorrect, incomplete, inaccurate or appear inaccurate because of the browser, hardware or other technology that you use. We apologize in advance for any such errors that may affect your order and reserve the right to correct errors (whether by changing information on the site or by informing you of the error and giving you an opportunity to cancel your order) or to update product information at any time without notice.

Pricing. Lovefrom.ca reserves the right to change prices and available products at any time. Any subscription you have already paid for as of the date of such notice will not be affected by such change for the then-current term of the subscription.

Product Substitutions and Quantities. Sometimes, the availability of box items dictates what we can send or cannot. The company can at its discretion substitute one item for another in the monthly box provided it is of equal or greater value and only where appropriate. We also reserve the right to discontinue any product at any time and limit the sales of products to any person, home or geographic location on a case by case basis.

Payment. You authorize us (and our payment processor) to charge your credit card when your order is processed. All subscriptions are to be prepaid in advance by credit card or PayPal. Debit cards are not accepted at this time. All prices are in Canadian dollars. The bank issuing your credit card may control when to release funds in the case of an order cancellation refund. We have the right to charge you for any taxes that we believe we are required to pay or collect related to your purchase.

Accuracy of Account and Billing Information. You agree to provide current, complete and accurate purchase and account information. You can update this information by logging in to your account or by contacting us here.

Taxes. Listed below are the applicable taxes added for Canadian provinces:
Yukon 5% GST
Northwest Territories 5% GST
Nunavut  5% GST
British Columbia 5% GST
Alberta 5% GST
Saskatchewan 5% GST
Manitoba 5% GST
Ontario 13% HST
Quebec 5% GST
Newfoundland and Labrador 15% HST
Prince Edward Island 15% HST
Nova Scotia 15% HST
New Brunswick 15% HST

Web User Feedback, Comments and Suggestions

We welcome your feedback, comments and suggestions. You agree that we may, at any time, without restriction, edit, copy, publish and otherwise use in any medium any comments that you send us. We are not obligated to keep any comments in confidence, to pay compensation for any comments or to respond to your comments.

Disclaimer of Warranties: Limitation of Liability

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that you use our service at your sole risk. The service and the products delivered are provided without any representation, warranties or conditions of any kind. You agree that you are responsible, not lovefrom.ca, for making sure the box and contents are fit and safe for who receives it.

Complaints

If you have any complaint or dispute with us, you agree to send us an email here with a brief description and your contact information. We shall acknowledge receipt of your complaint within 24 hours and send you progress reports to address your issues as soon as possible. Every effort will be made to reach a satisfactory resolution.