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FAQ

COVID-19

What are the measures to take when visiting your physical store?

We encourage online shopping and give priority to store pickup.

  • Wearing a mandatory mask for employees and customers.
  • We strongly suggest that you pre-select your products on www.boutiqueadrenaline.com
  • No "strolling" is tolerated.
  • Limit on the number of customers inside the store.
  • No group shopping. Limit of two people per family
  • Payment by credit or debit card only.
  • Hand washing upon entering the store (products are made available to customers)
  • Limited handling of products.
  • Our workshops do not offer immediate service. You will have to leave your equipment according to the instructions of our employees, and then collect it within the deadlines mentioned.
  • All returns are processed without contact by our employees. The handling of the products must be carried out by the customers.

Can I pick up my order at the store?

Yes, choose the pickup option during checkout.
Orders are generally ready within 24 hours, except weekends.
You will receive an email notifying you that your order is ready to pick up.

What is your "local delivery" and is it for me?

Local delivery is offered for cities near the Chambly store (Carignan, Chambly, Marieville, Richelieu, St-Angèle and St-Mathias). Delivery is ensured by the express delivery service "Bearded Delivery". Orders are delivered in 1 to 2 days.

When will you process my order?

Due to the high volume of orders and employee protection measures, order processing may be delayed from 24 to 48 hours.

Normally, orders received Monday to Friday between 10:00 a.m. and 16:00 p.m. (ET) are executed the same day (excluding holidays). Orders received during the weekend, holidays or outside opening hours will be executed on the next working day.

Is delivery longer due to the pandemic?

Yes, delays are expected. The majority of parcel delivery services (Canada Post, etc.) are slower than usual and have suspended their delivery guarantees on time.

In addition, due to the high volume of orders and employee protection measures, order processing may be delayed from 24 to 48 hours.

I call the store, why does no one answer?

The Chambly boutique operates with limited staff. The best way to reach us is by messenger or email at shop @ boutiqueadrenaline.com

Do you have other models in stock?

Do you have more stock if I go to the store?

No. All our inventory is online

Is all your stock on the website?

Yes. We put all our inventory on the website. New products are added every day.

Can I place a special order?

Perhaps. Send us an email with the item you are looking for and we can see if it is available from the supplier (under certain conditions).

Payments

I don't have a credit card, how can I pay?

We accept PayPal, INTERAC, ApplePay, GooglePay and ShopPay in addition to MasterCard, Visa and American express cards.

How do I pay by Interac?

Interac transfers are made by email. When checking out, choose the "INTERAC e-mail transfer" option. Then, to make an Interac e-Transfer:

  1. Open a banking session on the website of your financial institution.
  2. Choose the Interac e-Transfer option from the transfer / payment menu.
  3. Create a recipient (Shop Adrénaline) by entering our email address: shop @ boutiqueadrenaline.com
  4. Enter the information concerning the Interac e-Transfer: amount of the invoice to be paid debit account security question: enter "my order" answer: enter "ADRE" and the number of your order. (ex: if your order number is 2754, your answer should be: ADRE2754)
  5. Follow the instructions to validate the information and send the transfer order. Your order will be processed upon receipt of the Interac transfer. Note that interac transfers are processed on weekdays only.


IMPORTANT: THE INTERAC TRANSFER MUST BE SENT IN THE TIME FOLLOWING THE ORDER TO VALIDATE IT

Credit card issues

Why can't I pay with my credit card?
  1. Make sure that the billing address and postal code you enter at checkout is the same as the ones on your credit card file.
  2. Make sure you enter the correct postal code. Put the space between the first three and last characters ex: A1B 2C3
  3. If you choose to use the same address for billing and delivery, also make sure it is the same address that is on your credit card file. 4. The credit company may block the transaction if it believes it to be fraudulent use. Check with them.
  4. Make sure you have the necessary funds (!)
The order failed but my credit card is still billed

It's possible. Do not panic, what you see is only a payment authorization and not a real charge.

When you make an online purchase, your credit card company authorizes the transaction and reserves this amount for a short period of time (a few days) to allow the website to complete the sale.

Next, our website must approve the transaction before capturing the amount authorized on your card. Sometimes the transaction fails this step. In this case, the authorization remains visible on your statement for a few days, before disappearing. In no case can we take this amount and this does not represent a real charge to pay.

I was charged twice on my credit card

It's possible. Do not panic, what you see is only a payment authorization and not a real charge.

When you make an online purchase, your credit card company authorizes the transaction and reserves this amount for a short period of time (a few days) to allow the website to complete the sale. This authorization appears on your statement and looks like a transaction
Then our site captures the amount authorized on your card. There may be a delay between the capture of the amount and the disappearance of the authorization entry. In this case, the authorization remains visible on your statement for a few days, before disappearing. This entry does not represent a real charge to pay.

Why do I have an error with my address when I pay?

The billing address must be the same as that of the credit card. The postal code must be in the format A1B 2C3 (Don't forget the space).

If you use the delivery address as your billing address, it is imperative that it is also the address entered on your credit card. Same verification to do for the postal code.

Modification of orders

Can I modify my order?

If you have not yet received a shipping confirmation email, it may be possible to modify the order. Contact us by email at shop @ boutiqueadrenaline.com as soon as possible and we will do our best to try to accommodate you.

Can you put my two orders in one shipment?

If you have not yet received a shipping confirmation email for your first order, there may still be time to attach your second order to the first to save shipping costs on the second order.

Choose the "store pickup" option for the second order and leave us a note in the basket. We will do our best to try to accommodate you.

My order has not yet been sent, can I cancel it?

Yes, contact us quickly by email at shop @ boutiqueadrenaline. Com.

Returns, exchanges and refunds

Why do I have to pay for the return?

We do not offer free returns. We are an independent local skateshop. All shipping costs come straight out of our pockets and the financial reality of this type of retail does not allow us to cover the cost of return.

How can I make a return or an exchange?

If you are not satisfied with your order, you can exchange or return your item.

Any request for return or exchange must be made to shop @ boutiqueadrenaline.com in 7 days following the delivery date.

  • Send an email with: Your name, your order number, the name of the item in question and the reason for the request.
  • All returns must be authorized before being returned to us. An authorization number will be sent to you at this time.
  • Any merchandise returned without an authorization number will be automatically returned to the sender at his expense.
  • All merchandise must be returned in the original state of purchase: unworn, unused, unaltered and all labels must still be in place.
  • Shipping costs are not refundable. Shipping costs are always at the customer's expense, unless the item is defective. In this case, shopadrenaline.com will pay the cost of return according to its conditions.
  • Customers must make sure to post the item to be returned within 5 business days of issuing the return authorization number. Otherwise, a credit will be issued and no refund will be given.
Can I just drop by the store to exchange / request a refund?

No. Contact us first by email at shop @ boutiqueadrenaline.com

Delivery

How long does it take to receive my order?

It all depends on where you live. In general free delivery takes 3 to 5 days.

I have pre-ordered and haven't received it yet, what's going on?

We are also looking forward, but we have not yet received delivery from the manufacturer.

Placing a pre-order allows you to reserve some very popular items that may be difficult to find in stores once they are delivered by the manufacturer at the start of the season. We deliver pre-orders as soon as the manufacturer sends us their stocks. However, we have no control over the arrival of these stocks.