Shipping & Returns

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Learn more about our international delivery service and our returns policy.

Shipping

Delivery Delay

Most orders are shipped within 1 to 5 business days from Monday to Friday.

During holidays and company closing times, no order will be processed.

Please be aware that we depend on our shipping partners and that there can be unforeseen delays at customs or with delivery. The estimated time of the arrival of your product should be considered as an estimate only, and Prismont will not be responsible for any damages due to delays in shipping.

Delivery Service and Costs

Orders are shipped using UPS. The rate charged for the shipping of your order is based on your location and the size and weight of your products. Before the final checkout page you will be shown the cost of shipping. Individual UPS accounts may be used for all shipments during checkout. Prices specified are for standard packaging only. Any special packaging requested by the Customer, including special protection for export shipment, will be at the Customer’s expense. Prismont uses a third party shipping service provider to ship its products. As such, Prismont will not be liable for any loss, damages (direct or indirect) or expense due to shipping.

Backorder Item

If an item goes on backorder, we will ship you the part of your order that is in stock. When the item becomes available, we will ship you the rest of your order.

International Delivery

We ship all over the world. Only some countries are not covered by our delivery service. Contact us to find out which countries are not covered.

Risk of Loss, Title and Shipment

All risk of damage, destruction or los and title to the products will remain for Prismont until the products have been paid in full. The buyer hereby agrees to the publication of this section.

Risk of damage, destruction or loss and title to the products passes to Customer upon delivery to the designated carrier. Shipping dates are approximate and based upon prompt receipt of all necessary information.

Sales Tax and Customs

Broker, duty, local taxes and custom fees are the responsibility of the receiver and are not included in the shipping cost. If you need any detailed information about these charges, please contact your local customs office. Unloading is at the risk of the buyer.

Customer shall be responsible for obtaining any necessary governmental clearances, including any import and/or foreign exchange license, which may be required by the federal, any state or any foreign government, or any subdivision or agency of any thereof.

Returns Policy

Accuracy of an Order

When delivering the goods to the shipping destination designated by the customer, the customer must promptly inspect the contents of the package delivered to ensure that it is consistent with the order and in good condition.

Any claim for errors in the order must be made in writing and received by Prismont within 10 days of receipt of the goods by the Customer, accompanied by documentation in support of the claim.

All refunds will be processed using the same method of payment as the original purchase.

Any returns for a product that has been installed, damaged, modified, or returned incomplete will be refused.

Return of a Product

Returned merchandise must be authorized by Prismont in advance, at which time a Return Materials Authorization (RMA) number will be issued.

No returned merchandise will be accepted unless accompanied by an RMA number, with the RMA number clearly identified on the outside of the shipping container.

Return Fees

The minimum re-stocking charge will be 20% (minimum 25$CAD, 25 euro, 25$USD depending of the transaction currency used) for any material not found to be defective. Such merchandise must be in original condition and unused to qualify for credit. A written authorization of payment is necessary before any return.

Custom, special or built to order items may not qualify for credit. No returns for credit will be considered more than 30 days from date of shipment.

The restocking fee does not apply to exchanges or warranty claims. The shipping costs are not refundable. Custom orders require advance payment and can not be returned.

Return Claim During Extended Holidays

During holidays and closing times, no return or return claim will be processed.

Claiming a Return

There are two methods to make a return;

First Method

  • Look up your order
    ogin to your account on our website. In "Orders", locate the order associated with the product to return and click on "Claim a Warranty".
  • Return Claim Form
    Fill out the return claim form. We will need your contact details as well as the reason for your return claim.
  • Return Claim Analysis & RMA
    We will analyze your request and if the return claim is accepted, we will send you a Return Merchandise Authorization (RMA) code and detailed instructions for you to return the product.
  • Shipping the Products
    Follow the instructions received. All freight charges related to the replacement or repair of products shipped to Prismont must be pre-paid and charged by the Customer.

Second Method

  • Send Us an Email
    Send us your full name, company, address, phone number, email, a copy of the product invoice, a photo and the SKU code of the product as well as the reason for your return at service@prismont.com.
  • Return Claim Analysis & RMA
    We will analyze your request and if the return claim is accepted, we will send you a Return Merchandise Authorization (RMA) code and detailed instructions for you to return the product.
  • Shipping the Product
    Follow the instructions received. All freight charges related to the replacement or repair of products shipped to Prismont must be pre-paid and charged by the Customer.

Contact Us

If you have any questions about our Shipping & Returns Policy, please contact us at info@prismont.com

Our mailing address is: Montfort International Ltd / Prismont, 360-850, boul. Pierre-Bertrand, Québec City, Qc, G1M 3K8, Canada.

You can also call us at 1-800-463-6668 (Canada and USA) or 1-418-877-0778.

Latest update: 2019-09-06

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After-Sales Service

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Worldwide Delivery

We offer international shipping! Products are shipped from Canada.
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Certifications

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Installation

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