Shipping Policy
Ensuring Product Quality
We treat your shipment with the greatest of care. We specially package and ship your purchase so that it will arrive in the best possible condition. Please review the shipping terms and policies below to understand your responsibilities in ensuring the best possible experience.
Basic Shipping Information
Our Product is shipped from Toronto ON, by Canada Post, UPS or FedEx. We are not responsible for damages, losses or delays caused by the carrier or customer negligence.
Once shipped, you will receive an email with your tracking information, keep in mind it takes up to 24 hours for the tracking status to update.
Trap Mart is not responsible for the product after it has been handed over to the carrier. The customer is responsible for ensuring timely receipt of the product and mitigating any weather, theft, physical or other damages at the destination. The customer should make sure that someone will be available to receive the package at the time of delivery. Please also consider the weather (heat) at your order’s destination when choosing shipping options, as we cannot promise chocolate will hold form for too much time in the sun/heat.
Order processing
Please allow 24-48 hours to process your order. Shipping times are estimates and are subject to change. We cannot guarantee delivery times on your order.
To ensure your product arrives in the best condition we only process shipments Monday through Thursday and avoid weekend travel times and deliveries.
Change of Address
We cannot guarantee being able to change the address if it has been entered incorrectly. Please email sales@trapmart.ca with subject “Change of Address” and we will try and change it. If it has been shipped before we are able to read the message, we will no longer be able to change the address and we will not be liable.
Cancellation is only possible if the order hasn't shipped and cannot be guaranteed.
Shipping in Summer Months
Purchasing any chocolate or candy during warmer months is done so at your own risk. We are not liable for packages being left outside and items melting.
In these cases of hot weather, we strongly encourage the use of expedited shipping. Despite our efforts, we are not responsible for any heat damage that might occur for longer air or ground shipments, and/or if the recipient is not present at the time of the delivery resulting in extended exposure to the sun and/or heat.
Holiday Shipping
Delays with many shipping carriers can occur during holiday seasons. Please take this into consideration and plan ahead to ensure your shipments arrive on time. During holidays like Christmas etc., the courier may extend their ground shipping times and we cannot guarantee their on-time performance. We are also subject to Force Majeure and issues that the shipping company may face. We apologize for any inconvenience this may cause you.
International Shipping
Trap Mart is not responsible for any customs, extra fees or missing products due to customs. Trap Mart is not responsible for any shipments that may be affected by customs, natural occurrences, transfers to a local carrier in your country or air/ground transportation strikes or delays, nor are we responsible for any extra fees, customs or back end charges once the package has exited Canada. The customer is responsible for any and all customs charges due on delivery of product. We are also not responsible for any lost or stolen packages.
Satisfaction Guarantee
If for any reason your order does not meet with your satisfaction, contact us by email at sales@trapmart.ca and enclose pictures for a prompt, courteous response. However, we cannot replace a shipment when the damage is caused by the courier, if the shipment was damaged after arrival, or if the courier did not deliver on time/perform as contracted.
Refund & Return Policy
Eligibility
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
All foods, beverages and gift cards are exempt from return.
Timeframe
We allow 14 days from the date of purchase to exercise this policy. Beyond 14 days after sale we cannot offer you a refund or exchange on any product.
Proof of Purchase
To complete your return, we require a receipt or proof of purchase.
Food Items
Food items are final sale / no returns. Refunds will be given on a case by case basis, depending on the circumstance. We reserve the right to refuse issuing a refund if we find the circumstance to not be in our control.
Sale Items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift code for the value of the item will be e-mailed to you.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed, and a store credit will automatically be applied to your account, within a certain amount of days.
Return Procedure
To return your product, you should mail your product to:
TRAP MART
ATTN: Returns,
702 Queen Street W.
Toronto, ON
M6J 1E7
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach us, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Loyalty Rewards Points
Eligibility
All TRAP MART online customers are automatically issued with Loyalty Rewards Points with every purchase. Points can be redeemed once certain levels are reached and used to receive store discounts or purchase online gift vouchers. *Feature coming soon.
