Account creation, Ordering, Shipping and Returns

 

Welcome to our website's guide and help page. Here, you will find most of the technical information you are looking for. If you’re still feeling a little uneasy or lost with ordering items online, or if you’re not sure on how to proceed with your purchase, please ask us for help by email or at 514-400-9212. 

 

1. Creating an account 

 

1.1 Setting up your account

 

To set up an account with Alambika.ca, all you need is your e-mail address and a password. If you have never ordered on Alambika.ca, you will be asked to set up an account when placing your first order. If you wish to give your opinion on a product, you can also set up an account, without any purchase. To get started, please visit the page My Account.

 

1.2 Forgot your password?

No problem.

Indicate your e-mail address on the page retrieving your password, called "Forgot your password".  By e-mail, we will send you a temporary password and we will ask you to choose a new, personal password.

If you have also forgotten your e-mail address, contact us or set up a new account here, without worrying about the old one.

 

1.3 Forgot your email ?

It is not lost, don't worry!

Contact us by email providing us with your password, name and surname, so that we can trace the e-mail address you used to create your account.

If you have also forgotten your password, contact us or set up a new account here, without worrying about the old one.

 

1.4 Change your email address

You can easily change the e-mail address connected to your account by logging into your account. Similarly, you can also change your password as well as any other personal information.

However, be careful to memorize all modifications to your password and/or e-mail address, as these information will be necessary to login to your account and to place orders.

You will receive a notification by e-mail listing all modifications you have made to your account.

 

1.5 Change your password

You can easily change the password connected to your account by logging into your account. Similarly, you can also change your e-mail address as well as any other personal information

However, be careful to memorize all modifications to your password and/or e-mail address, as these information will be necessary to login to your account and to place orders.

 

 

2. How to order 

 

STEP 2.1: Select Product

Choose the product you wish to buy; you can do this by using our intelligent search bar (type a word and it will make suggestions!), or use the top menu to navigate through the categories.

Once you have found the category, click on the photo of the product that interests you. It will lead to the product page where you will be able to see its features, volume discounts, manufacturer details, reviews, more pictures, videos, and other information.

 

STEP 2.2: Manage Shopping Cart and Wish List

You can save an item to your Wish List if you wish to purchase it at a later date, or if you’re still undecided on that particular product.

If you wish to buy an item now, choose the quantity and click on the Add to Cart  button. If you pick the quantity that equals the volume discount (which usually means choosing the standard manufacturer box of 4 or 6 glasses, for example) the price will automatically lower accordingly.

You can always update the quantities in the shopping cart, even at the checkout.

 

STEP 2.3: Create or Log Into Customer Account

You have two choices when creating a new account. You can click « Log In » at the top right of your screen. You will then be asked to « Create a new account » (or to simply Log In to an existing account.) You can also start by selecting your items and create an account at the checkout.

Please double-check, with either option, that your billing and delivery information are correct.

 

STEP 2.4: Choose a payment & shipping method

Choose a payment method for your order. You can pay by credit card, with PayPal, by using a gift voucher or by phone. 

When using a gift voucher, simply enter the special code when prompted. An eventually remaining balance can be paid with any of the three above-mentioned options. Although our website is as secure as it can get, we kept the option available to pay by credit card on the phone; a service for people still not comfortable with using electronic payments.

Alambika now offers a pick-up option for those who can make it to our brick and mortar store. Otherwise, pick standard delivery. See more about delivery in the shipping section.

 

STEP 2.5: Confirm and Submit Your Order

After filling out all the necessary details, you are now ready to submit your order! If you have any special requests or comments regarding your order, please send us an email and clearly indentify your order.

 

3. Shipping

 

3.1 Free shipping and flat rate within Canada

Free shipping within Canada on orders above 125 CAD $ (before taxes.)

Purchases under 125 CAD $ are shipped across Canada at a low flat rate cost of only $12,95.

If we are forced to charge a different shipping fee, because of an oversized product (wine cellars, for example), it will be clearly stated in the product description. No bad surprises with us.

Note that the conditions stated above apply to all locations that can be reached by normal land mail.

 

3.2 United States and International Shipping

 

Alambika ships to the US. Please contact us by e-mail (info@alambika.ca) before ordering on the internet. We will find the lowest shipping rate for you and we will provide all the information on how to proceed.  

Note that wine cellars can not be shipped to destinations outside Canada at present.

Alambika will do everything possible to help you out in case of border issues, but cannot be held responsible for delays, taxes or seized items under any circumstances. Customers need to know the laws and restrictions of their own state.

Shipping outside the United States and Canada can be done on request, but only worthwile for small, high value items. Otherwise, shipping costs become prohibitive.

 

3.3 Parcel Protection

In order to give you full satisfaction, Alambika pays a lot of attention to packaging and protects the products that will be shipped to you.

Before shipping, each glass and item is carefully and individually checked to be sure that everything is in perfect condition. Glasses are then protected with bubble wrap and other shock absorbing products.

 

3.4 Transit Time

Unless otherwise specified, all our shipping is done using the Accelerated parcel service from Canada Post. It is a safe and efficient way to get your items delivered all over the country. If you need an express delivery, please contact us directly by email or by phone. 

 

Montreal / Toronto areas : 1-3 business days

Eastern Canada 2-5 business days

Western Canada 4-7 business days

United States 3-10 business days

 

If you think that your package has been taking too much time, please let us know and we will check it up for you.

 

4. Exchanges and returns

 

 

4.1 Order Cancellation

Most of our orders will be shipped either the same day or the day following your order. If you need to cancel an order, please do so as soon as possible. If the product has not been shipped yet, we will cancel the whole order without any fees. However, if already sent, you will have to decide if you want to return the item.

If you want to track the shipping of your parcel, please contact us by email and we will provide you the tracking number of your shipment.

 

4.2 Exchange policy

If, for any reason, you are not happy with the product, simply contact us and we will help you to find something more suitable to your needs. We offer a satisfaction guarantee on our products and will take them back the first 30 days, providing that they are in perfect condition and in their orignial packaging. No restocking fees asked.

The exchange can be made at our Montreal location or by mail. If using the second option (mail), a flat rate shipping fee of 12,95$ will apply.

 

4.3 Return Policy for wrong, damaged or defective items

Contact us as soon as possible when receiving an item that is not the one you ordered, is defective or damaged. We will quickly make an assessment of the situation and issue a refund or replacement. In fact, we would be terribly sorry if you had to spend a couple of days without good glasses or efficient bar tools !

 

4.4 Return Policy for other reasons (change of mind)

 

We are happy to offer a full refund for unused products. The returned product has to be unused and unopened (in the original packaging). We cannot accept returns for products showing signs of use or products of which the packaging has been damaged or destroyed.

You can determine if an item is suitable for return by following a simple common sense rule: if the item is in the same condition you would expect a new item to be on purchase, then we will accept a return. Remember that we have to re-stock this item so another customer can purchase it.

We offer a full refund or replacement for the price of the purchased products. Note that shipping charges, gift wrapping and gift cards and taxes charges on these are not refundable.

The buyer is responsible for returning the item(s). We encourage our clients to send the returned products by a shipping method that provides an insurance and a tracking number. We are not responsible for damaged or lost returned merchandise. In the case of a lost or damaged return, a refund will not be issued.

To return a product that you purchased from Alambika, contact us for a return request. To do so, please send us a message through our contact page.