Store Policy

 

PAYMENT INFORMATION

Payment Methods

1.       We accept PayPal payment. Paypal has quickly become a global leader in online payment solutions with 150 million account members worldwide. Available in 190 countries and regions around the world, buyers and sellers on eBay, online retailers, online businesses, as well as traditional offline businesses are transacting with PayPal.

2.       We accept VISA CARD, MASTERCARD, AMERICAN EXPRESS or DISCOVERY via Paypal. Paypal allows you to pay anyone with an email address in 190 countries. For more information, please visit http://www.paypal.com in details. 

3.       We also accept bank wire transferring and money order.

Credit Card Fraud

When you pay, Paypal will verify your Paypal account or other bank information legally. Any void payment can not be processed. If you pay by credit card, please make sure that you are providing with the correct credit card billing address, exactly as it appears on your credit card statement. If your shipping address is different from your credit card billing address, please make sure your card issuer has listed this shipping address as an "authorized" address. Otherwise, we may hold your order and contact you for confirmation.

SHIPPING INFORMATION

We make every effort to ship orders that are completed on weekdays by 12:00PM on the next day. Orders received on weekends or holidays are shipped on the next business day. We provide the shipping method of Canada Post Ground, Purolator Ground, Fedex or UPS. By choosing ground service, please check the transmit time of your order from www.canadapost.ca, www.purolator.com, www.fedex.com, www.ups.com. We reserve the rights to select or to change the shipping method and carriers to meet your requirement.

*Note: All days listed in shipping method are estimated days provided by our carriers. Although samuelex.com will ship all in stock orders out within the next business day, samuelex.com cannot guarantee packages will arrive within that estimated timeline. If you have any questions regarding the delivery time, please contact us or our carriers as above for details before placing your order.

We offer shipping & handling discount for one more order of the items.*
In Eastern Canada
*For the first item, shipping & handling is $6.99 (basic)+$2.99=$9.98 each item. From the second items, shipping is $1.99 each item.

To Western Canada and USA
 *For the first item, shipping & handling is $9.99 (basic)+$2.99=$12.98 each item. From the second items, shipping is $1.99 each item.

Customs Duties and Taxes:
All customs duties, taxes or other fees are the sole responsibility of the purchaser. We will not be held responsible or liable for any problems that result at your local customs office. We do not collect any duties or taxes from you, and do not know how much they will cost you. Please check with the destination country's customs services.

Refund Policy

·  If your package (order) is seized at your local customs office, no refund will be given.

·  If your package (order) is returned back to us from customs, we will refund you the product cost minus shipping charge.

DELIVERY - P.O. Boxes

Our standard shipping rate does not apply to orders shipping to P. O. Box addresses. Please provide an alternative street address in the shipping information fields. Please contact us for detailed shipping rate if you wished to ship to P. O. Box addresses. If you still have the P.O. Box listed in the "ship to" address it will automatically default to the postal service. And your order will be on hold until we get the shipping price adjusted. You must make sure you delete any reference to the P.O. address from the shipping field. We can ship to P. O. Box addresses using Canada Post Registered Mail. Missing orders can only be traced after 15 business days from the ship date. Replacement orders or credit for damaged or missing orders will not be issued until the Canada Post Service has approved the claim; the claims process could take as long as 4 - 6 weeks. Canada Post imposes weight and size limitations on shipments to some locations. Please consult your local postal office for more information.

Samuelex.com is not responsible for shipments which are delayed due to causes beyond the control of our carriers, including, but not limited to the following: Acts of God, riots, strikes or other labor disputes, air traffic control delays, disruptions in air or ground transportation networks due to events such as weather phenomena and natural disasters.

Warranty Policy for All Sarome Brand Lighters:
The Canadian exclusive distributor and importer, 3J Shopping Canada Corp., provides one year's warranty and continuing repair service for all Sarome brand lighters. After receiving our Sarome lighters, you will find one warranty certificate in the gift box and follow the instruction on the certificate paper to do.
More information about Sarome lighters, please visit the websites as below often:
www.sarome-canada.com
www.3jshopping.com

Warranty Policy for Big Ben, Amphora, Legendex and Hilson Brand Pipes:
The Canadian exclusive distributor and importer, 3J Shopping Canada Corp., provides repair service for all brand pipes they sell.
More information about Big Ben, Amphora, Legendex and Hilson pipes, please visit the websites as below often:
www.bigben-canada.com
www.3jshopping.com

RETURN POLICY

Products sold by samuelex.com are covered under our 30-day money back unless otherwise stated but except all lighters we are selling.

All products ordered and not processed/packed in our ordering system can be cancelled (via E-mail) for a full refund (including shipping). If you plan on canceling, please let us know ASAP since we do process orders as soon as we can (in general before 12PM EST). If the order has already been processed/packed, then we will refund your order minus a 10% restocking fee. Orders already shipped out cannot be cancelled mid-transit. We cannot recall items already shipped out of our warehouse. All orders that are undeliverable/returned (due to bad address or no one to receive the package) will be refunded minus a 25% restocking fee.

There is no RETURN or Credit after 3 days of receiving.

All returns covered under our 30-day Money Back Guarantee are subject to the following condition:

• All returns must be send out no later than 3 days from the date of receiving.
• All products must be returned in “sellable” condition in order to receive full credit. Products must be sealed, unopened, and in original packaging.
• All returns must be shipped freight prepaid.
• All related fees (shipping & return shipping fees) are NON-REFUNDABLE for all products.
• In the event of returning a Free Shipping Item there is a mandatory minimum of $19.99 deduction off your total refund.
• Refunds will be issued upon receipt of the returned product.

Return reason: In the event you received the wrong merchandise
• In a few cases, we may have shipped you the wrong product by our mistake, different than the actual items you ordered. If that has happened, please call us immediately so we can send you a “call tag” to have the incorrect shipment picked up at our expense.
• No restocking fee, full refund applicable.

Return reason: Received the correct product/s but simply not satisfy with the item.
• 20% restocking fee will apply for refund.
• Shipping cost is not refundable.
• All products must be returned in “sellable” condition in order to receive credit. Products must be sealed, unopened, and in original packaging.

Return reason: Received the correct product/s, opened the product and do not like the flavor or is not effective to you.
• No Refund Applicable.

All approved returns must be shipped to:
SAMUELEX.COM
Returns Dept.
145 Pace du Genois
Sainte-Catherine, QC J5C 2A1
Canada

Include a copy of your samuelex.com invoice in your return package along with the returned merchandise. Send the package to us via a Canada Post delivery confirmation. We are not responsible for merchandise lost in the mail.

To get more help on return issues, please contact us at: E-mail: sales@samuelex.com