Questions par rapport à nos produits?

General

What is your mission?


Produce aesthetic, useful, high quality and handmade products inspired by the best practices of upcycling and zero waste. Our products are durable and multi-purpose, so let your imagination run wild!




Where are your products made?


Our entire range of products is manufactured in our Montreal workshop.




How are your products made?


Jeanguy products are entirely handmade. Designed from sustainable and environmentally friendly materials, we have thought of production in order to minimize losses to the maximum while ensuring impeccable quality.





Orders

How can I place an order?


Orders can be sent to us via our jeanguymtl.ca online store at any time of the day!
In any case, our customer service team will be happy to help you via info@jeanguymtl.com.




Can I change my order once it is sent?


It depends! We can not add articles to an order already sent, but do not hesitate to write us to know your best options.
In the case of an error in the delivery address, please contact us as soon as possible to info@jeanguymtl.com to make the change.




What should I do if I do not receive the correct item?


Do not worry! If you receive an item that does not match your order, write to info@jeanguymtl.com. We will help you solve the problem as soon as possible.
Please provide the following information:
-Your order number or original receipt
-The missing item (s)
-The item (s) not corresponding to your order





Delivery

Do you offer international delivery?


Yes! We ship to most countries of the world. Shipping costs and delivery times may vary depending on your geographic location and your chosen shipping method.




Are you able to ship to a PO Box?


Yes! All you have to do is choose Canada Post in the shipping options.




What is the amount related to shipping costs?


We currently offer free shipping in Canada for orders of $50 and up. For smaller orders, shipping charges may vary depending on your geographic location and your chosen shipping method.




Will I receive a tracking number?


Absolutely! Your tracking number will be emailed to you as soon as your order is ready to leave our shop. Once your tracking number is in hand, please wait a minimum of 12 hours before updating tracking information.




When will my order be shipped?


As soon as Jeanguy receives your order, the work begins immediately! Our team and our workshop are working hard to send them as quickly as possible. Depending on traffic, your order may take up to 48 business hours to process and prepare for shipment.
Please note that orders placed on Fridays after 3pm, Saturdays or Sundays will be sent to our workshop the next business day.




My package is in transit, but do not move! Why?


The easiest way to handle a shipment that seems to have stagnated during transit is to contact the shipping company directly. Packages may be delayed in transit if the shipping company needs additional information from you before making the delivery.
If not, write to us at info@jeanguymtl.com.




What should I do if my package has been lost or stolen?


If you are concerned that your package has been stolen or delivered incorrectly, please contact the shipping company directly to confirm the status of your shipment. It is possible that it is still in their possession and can coordinate the pickup.
If not, send us an email at info@jeanguymtl.com.





Return & exchange

What is your return policy?


You can return one or more items within 30 days of purchase. A full refund will be sent to you via your original payment method once it is returned to Jeanguy.
Return costs are covered for all residents of Canada.




What is your return and exchange policy on promotional items?


All promotional items can not be returned or exchanged.




Can I exchange one article for another?


If you want to exchange one item for another, please return it to us for your refund. Once your refund is issued simply place a new order.




How to return a gift?


If you would like to return or exchange an item you have received as a gift, please send an email to info@jeanguymtl.com. Please include the original order number (if possible), the name of the item to be returned and the name of the desired item in return. It is also very useful to indicate the name and surname of the person who offered the article.




How long do you need to process a return?


Once we have received and processed your returned items, a refund will be issued within 5 to 10 business days. Please allow 2-3 business days for the transaction to appear on your bank account.
Keep your tracking number! If ever follow-up updates tell you that your return has been "delivered" and that more than 15 working days have passed, please write to info@jeanguymtl.com.




Can not find your receipt or order number?


No problem! Write us taking care to include your last name, first name, a list of items purchased and your shipping address. We will send you your order number afterwards with great pleasure.





Food wraps

How to take care of my food wraps?


Jeanguy reusable wraps must be washed by hand under cold water before being dried in the open air. Since they are covered with heat-sensitive wax and resin, please avoid contact with heat sources.




How long will food wraps last?


If you use your Jeanguy wraps on a daily basis, it can last up to a full year. Do not forget to compost your film once its lifespan is over.





Produce bags

How to take care of my produce bags?


Jeanguy produce bags are machine washable in cold water and tumble dry them at low temperature.





Billing & payment

Which means of payment are accepted?


You can shop online using your Visa, MasterCard, American Express or PayPal account. All prices in our shop are indicated in $CA.




Why was my payment method declined?


Verify that your card's billing information (such as security code and billing address) matches the information entered on the form. Otherwise, the security system will prevent any noncompliant transactions to ensure your security.




Why do I have to pay fees and / or taxes for international shipments?


International shipments are sometimes subject to fees that vary from country to country. For the moment, Jeanguy is unfortunately not able to collect the payment of these fees. You will probably have to pay for them separately when clearing your order.
In case you prefer not to pay or withdraw your package, it will be returned within a period of up to several weeks. The refund can be issued once the item is received and reintegrated into our system.
In order to calculate the potential import costs of your order, please contact your customs office directly.




Do you make gift receipts?


The price is never indicated on Jeanguy products, so give them as a gift in peace! You will also be able to add a personalized message in the '' Add a note '' tab of your shopping cart before going to checkout.





Warranty

How can I submit a warranty claim?


Manufacturing defects are rare, but if your product has defects, please inform us as soon as possible.
All products have a one-year limited warranty. Please note that this does not cover normal wear and tear.

To initiate a warranty claim, please write to info@jeanguymtl.com taking care to include the following information:
-Your order number or original receipt.
-A brief description of the problem encountered.
-The frequency with which you use the product.
-Some clear images of the product (optional).