Verification, Shipping, and Currency Policies
- Très Elite is committed to providing high-quality products to customers around the world. We strive to make the shopping experience as smooth as possible by providing clear and concise information about our verification, shipping, and currency policies. Here's what you need to know:
- Product Sizing: Please Allow for Nuances We take manual measurements to ensure the best possible sizing information. Please note that there may be slight nuances in the product dimensions.
- Shipping Address Verification: To ensure timely delivery, we only ship to your confirmed address. Please make sure your shipping address is correct before completing your purchase.
- Order Confirmation and Verification: Upon receiving your order, we will send you a confirmation email once it has been authorized and verified. We immediately start preparing your order once it has been verified. Due to this time-sensitive process, it may be difficult for us to change or cancel your order. However, we will do our best to assist you with your request.
- Receiving Time: Receiving time equals processing time plus shipping time. It usually takes 3-7 business days for us to process your order, excluding holidays and weekends. We typically ship most orders within 1-4 business days of payment confirmation. Please note that special orders such as trade orders, bulk orders, pre-orders, made-to-order, and customize products may have different processing and shipping times. Please contact us for more information.
- When making a purchase, customers will be charged in USD. The display currency is for information purposes only and is based on the exchange rate updated daily.
- Sales tax is separately calculated and collected in connection with items ordered from a merchant through the TresElite.com site unless explicitly indicated as such in the ordering process.
- Items ordered from the merchant may be subject to tax in certain states, based on the state to which the order is shipped.
- If an item is subject to sales tax, the tax is generally calculated on the total price of purchase, excluding shipping and handling charges, gift-wrap charges, and other service charges, less any applicable discounts.
- The actual taxes that will be charged to your credit card will be calculated at the time your order is processed and will appear in your order confirmation notification.
Shipping options for trade, wholesale and bulk orders
General Shipping and Delivery
- We'll send a shipment notification email when the item leaves our warehouse. This email includes the carrier name, tracking number, and a link to the tracking information.
- If you purchase a Très Elite Gift Card by email, we'll send you an email notification once we send the gift card to the recipient.
- Once your order is shipped or available for pickup, we'll send you a message that includes your order number and a link to the tracking or pickup address information.
- Shipping Locations: Our main shipping warehouse is located in Vancouver, British Columbia. Sometimes, we ship directly from our vendor and fulfilment centres to you from all over the world, whichever more convenience. We reserve ourselves the right to determine the shipping location
- International Shipping: We currently ship to over 150 countries worldwide. Très Elite has international warehouses based in Asia, America, Europe, and the Middle East. Our team ensures that your order is processed as quickly as possible. Your order will dispatch from the nearest warehouse when possible, and you may receive different packages for the same order.
- Prices, Styles, and Items: Prices, styles, and items may vary by country. Please choose your shipping destination on the product page if required.
- Shipping Address: You can only ship items to one address and cannot choose different addresses per order. However, your shipping address can be different from your billing address for gift orders. Please leave us a specific note at checkout if needed.
- Shipping Time for Specific Countries: If the shipment is sent by Russia, Turkey, Singapore, CP Air Mail for less than 2kg goods, it will generally take 25-45 working days (some countries can be much longer) to arrive, depending on your location.
- Express Shipping: Express shipping is available upon request. Please contact us for a quote before making your purchase.
- Overnight Shipping: All overnight orders must be placed by 1 pm PST to be processed the same day. Otherwise, they will be processed the next business day.
- Shipping Cost: Shipping costs are calculated based on the weight, size, and distance of the item. To keep costs low, Très Elite passes on any shipping discounts received from shipping companies directly to customers. Shipping fees are automatically added to eligible orders, before taxes, at a flat rate, no matter where the order is being delivered within Canada, USA, and EU.
- We offers a variety of shipping methods to meet customer needs, including Standard Shipping which is free on all orders equal or over USD$125. Please note that applicable shipping fees apply to some specific products.
- If you ordered multiple items, you may receive separate shipments. You will receive a Shipment Notification email for each shipment with the carrier's name and track information, if available. Customers will not be charged more for shipping than the amount originally quoted at the time of purchase.
- If you choose another shipping option or are shipping internationally, you may not be eligible for free shipping. It may also be possible that one or more of the items in your order is not eligible for free shipping or in restricted areas which require an extra shipping fee.
- Shipping to Canada
- For purchases of $125 or more, standard shipping to Canada is complimentary. For purchases of less than $125, postage is $14.99. If you have any questions about this offer, please contact us.
- While we do provide free ground shipping for purchases over $125 within the continental United States, Canada, and the European Union, this offer might not be valid if you choose a different shipping method or if any of the items in your order are not eligible for free shipment. Also, depending on the nation or state to where it is transported, sales tax may be applicable to your order.
- Unless otherwise stated, we usually do not require a signature for packages sent within Canada. The delivery person will exercise their discretion in deciding whether or not to leave the goods unattended. In the event that they are unable to deliver the box, they will leave a note at your door directing you to the location where you can pick it up. We kindly ask that you do so promptly to minimise any inconveniences.
- Package Delivery and Pickup
- If your order is shipped, and the tracking information shows that it was delivered, but you haven't received it yet, please contact your local post office. If you run into any problems, please contact us and we'll assist you as soon as possible.
- You don't need to sign for packages from us unless otherwise specified. The package will be left at your doorstep at the driver's discretion. If the package is not left at your doorstep, there will be a note left at your door letting you know that they tried to deliver it. Depending on the item and delivery service used, the note may give you a location where you can pick up your package.
- If your order needs to be reshipped due to non-delivery or non-pickup, you may incur additional shipping charges.
- Arrival Time
- Arrival time with free shipping is not guaranteed, but usually, your regular order will be delivered within 5-15 business days.
- We won't delay shipping if it means we'll miss the expected delivery date. Delivery estimates are calculated based on the estimated shipping date and transit time (the time it takes a package to travel from our facilities to your destination address).
- The transit time is calculated using business days, and holidays are also taken into account when calculating the transit time.
- For international orders, please note that orders shipped internationally may be subject to customs clearance procedures that can cause delays beyond the original delivery estimates.
Customs Duties and Import Taxes: We ship globally under DDU (Delivery Duty Unpaid) and are not responsible for any customs duties or import taxes. The invoice will show prices exclusive of duties.
- Overseas products are sold by sellers from outside Canada.
- The majority of our overseas products will be shipped within 7-15 business days.
- Returns due to a customer's change of mind are not allowed for these products.
- Manufacturer warranty may not be valid on overseas products. We strongly recommend that you find out more about the claim process with the manufacturer/service center before making the purchase.
- Our shipping charges for small packages cover the majority of tariffs, but it's important to note that they do not include custom taxes, duties, and fees for larger packages or shipments to Canada, the United States, Europe, and the rest of the world.
- Overseas products from Très Elite Marketplace will be delivered to all Canadian addresses under DDU and may require you to pay for duties upon delivery.
- You can identify overseas products by looking for "Shipped from Overseas," "Shipped from...," or "Origin of the label..." stated on the respective product page. In case of any doubt, please reach out to our Customer Service at www.treselite.com/contact.
- To minimize duties, we recommend selecting products shipped from local warehouses whenever possible. If you're unsure, please refer to the product description or reach out to us for a list of products shipped from warehouses in your region.
Important Information to Consider When Purchasing Overseas Products
Many of our products are from oversea suppliers. When buying products from overseas, it is essential to be aware of the potential differences in warranty, manuals, safety warnings, and standards, among other things. Here are some important points to keep in mind:
Plug Types and Voltages:
- Please be aware that plug types and voltages can vary depending on your country. We kindly advise you to carefully review the product description and select the appropriate options when ordering electric products. If you have any confusion or questions, our dedicated customer service team is available round-the-clock via chat or email to provide assistance. It is crucial to note that ordering the wrong product type may limit your options for returns, as some of our products are sourced from overseas marketplaces, offering a wide range of choices. In such instances, you may be responsible for return shipment costs and restocking fees, if applicable. To ensure a hassle-free experience, we strongly recommend thoroughly considering your purchase of electronic products from us.
- Warranty conditions may differ based on the product and may not apply to the destination country. To ensure a smooth experience, we recommend reviewing the specific product pages for detailed warranty information before making a purchase. Feel free to contact us for further clarification to avoid any potential inconveniences. It is important to note that if you proceed with an order without verifying the warranty details, and encounter any issues with customs or the destination country's regulations, we may be unable to assist. To avoid any uncertainty, please reach out to us prior to making a purchase and have your questions ready. We are here to provide the necessary support and guidance.
- Product manuals, instructions, and safety warnings may not be available in the destination country's language. Thus, it's essential to confirm this before making a purchase, the easiest way is to contact us.
- The products and accompanying materials may not be designed in accordance with destination country standards, specifications, description, and labeling requirements. This can be a potential safety issue, and it's important to take it into account before making a purchase.
- Products may not conform to destination country voltage and other electrical standards, which may require the use of an adapter or converter if appropriate, contact us if you are unsure.
- The conditions of use of the products may differ in the origin and destination countries, such as environmental conditions and consumer habits. Therefore, it's essential to check the product for local and personal compatibility and suitability.
Shipping and Delivery:
- Custom taxes: Our shipping charges for small packages cover the majority of tariffs, but it's important to note that they do not include custom taxes, duties, and fees for larger packages or shipments to Canada, the United States, Europe, and the rest of the world.
Customs Delays: International orders may be subject to delays due to customs clearance procedures in the destination country by the shipping carrier upon receipt. Please note that all refused shipments due to customs will be charged double the shipping fee to cover transportation cost both ways, plus stocking and associate fees, if any. This amount will not be refunded to your credit card but online credit only.
- If you refuse an internationally shipped package: We will only reimburse you for the price of the product after deducting the shipping costs and any additional fees, such as restocking fees and real shipping + insurance costs, which should only be charged if the package is returned to us. This policy only applies if you refuse an internationally shipped package that has been delivered to customs because you refuse to pay the tariffs or taxes. Please be sure to pick up your package as soon as you can to minimise any inconvenience since in certain cases, the refusal package will be held and destroyed at the local post office or returned to us in accordance with their own policy and we have no control over it.
- Special orders, including trade orders, wholesale and bulk orders, made-to-order, pre-order, or special place orders, are NOT returnable and are not refundable. Please take this into account when submitting a special order.
- The availability estimate on each product detail page tells you how long it will take to prepare to ship the item out to you. The estimates are for single-copy orders only. If not, you can reach out to us for the estimation
- Multiple copies of the same item may not be available, and orders for multiple copies of a single item could ship from different locations in separate shipments.
- Larger orders take longer to prepare and ship.
- We work with trusted carriers to ship our orders, including Canada Post and Purolator. In exceptional cases, we may ship orders within Canada using UPS. For orders outside of Canada, we may use USPS, UPS, FEDEX, DHL, or other carriers. Please note that we reserve the right to determine the carrier for your order.
Number of Shipments
- When you purchase multiple items from us, they may be shipped separately depending on our fulfillment network. The number of shipments we make for your order is dependent upon our fulfillment network, and items may be shipped separately if they are located in different fulfillment centers.
- Your items will be shipped as they become available, beginning with those already in stock. Items requiring special shipping and handling, such as large or heavy items, may also ship separately from other items in your order.
- We will not charge you more for shipping than the amount that was originally quoted to you at the time you place the order. Please note that shippers are selected depending on the weight of the package and the distance it has to travel from our fulfillment center, and requests for specific shippers will not be accommodated.
- When possible, we will combine items from multiple orders into the same package to help reduce the number of packages sent to you. Items from multiple orders will be combined into the same package if the orders meet the following criteria:
- Multiple orders are placed through the same customer account.
- The orders are being shipped to the same address.
- Items from each order are located at the same fulfillment center or being shipped from Canada.
- The orders are shipping at around the same time.
- The items will be delivered by your promised delivery date.
Please note that combining items from multiple orders into a single package won't change the amount of shipping you pay for each order. You'll be charged separate shipping charges for each of your orders, but you will not be charged more than the total amounts quoted at checkout for all orders.
- Most of the items we sell will ship from our warehouse the business day after you’ve ordered them. If you place your order between Monday and Friday before 2 pm PST, your ready to ship items usually processed and ship that day! Some items may take longer to ship, and the estimated lead time will be listed on the product page. If not, please let us know.
- Depending on the delivery option you choose, the address of the final destination, and whether the item is being shipped domestically or internationally, different shipping times apply. Preparation time for international bulk orders and pre-orders can range from 3 to 6 business weeks, whilst processing time for local orders can range from 3 to 7 business days before shipping. The majority of our products, unless otherwise stated or express shipping is necessary, may take up to 2 or 3 weeks to arrive because they are frequently made to order or special order items, or they are delivered from abroad or directly from the suppliers.
- Please note that delivery estimates are calculated by taking the estimated shipping date and adding the transit time. The specific details within each product description will note where the product is shipped from. Orders will usually take between five (5) to ten (10) business days for delivery, except for pre-order and made-to-order items.
- If your order was placed with a Très Elite Marketplace seller, shipping and delivery timelines will vary. Delivery time is subject to change during high seasons. If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.), please add at least 2 to 5 business days to the estimated delivery date of your order.
When Your Order Is Ready for Pickup or Has Been Shipped
- We will send you a message with your order number and tracking or pickup location information once your order is available for pickup or has been shipped. Depending on your delivery method, country, and carrier, you may also receive texts or emails on the day of delivery or after your item has been delivered.
- At Très Elite, we understand that timely delivery is crucial to our customers. We strive to make sure that all orders are shipped promptly and delivered within the expected timeframe. However, if you are experiencing any issues with your shipment, we are here to help. Please refer to the following guidelines on how to contact us for any shipping-related issues.
Incorrect product or damage upon delivery
- If you received the wrong product or your order was damaged during shipping, please contact Très Elite Customer Service with your order number within 24 hours.
Expedited Shipping Issues
- If you paid for expedited shipping and did not receive your package on time, we apologize for any inconvenience caused. Please contact Très Elite Customer Service with your order number, and we will do our best to resolve the issue promptly.
Free Upgrade for Expedited Shipping Issues
- If you received a free upgrade for expedited shipping and did not receive your tracking information within 3 - 5 business days starting from your last confirmation, please contact Très Elite Customer Service with your order number. We apologize for any delay and will do our best to assist you.
Regular Shipping Issues
- If you opted for regular shipping and did not receive your tracking information within 7 business days, please contact Très Elite Customer Service with your order number. We value your business and will work to ensure that you receive your order promptly.
Special Orders and Occasional Orders
- For any special orders, gift orders, event orders, holiday orders, or occasional orders, please expect minor delays during peak times, holidays, and weekends. If you require your order urgently, please request Express delivery to receive it within 3-7 days. Please note that placing a regular order and expecting it to be shipped and delivered within the timeframe may not be feasible, and we appreciate your patience and understanding on this matter. Additionally, please wait until the lead time (3-7 business days) on regular orders and 3 business weeks for personalization, custom-made, and pre-orders (starting from the last confirmation) have passed before contacting us for updates.
- Some deliveries require a signature upon delivery, and we encourage you to have someone present to sign for the package. If no one is present at the time of delivery, your parcel will be held for pickup at the carrier's office
Cancellation and Returns Policy
- You have the option to cancel your order for overseas products within 60 minutes of placing it, as long as the items have not been dispatched by the seller yet.
- Cancellation is not allowed for overseas products that have already been processed or shipped by the seller. Exceptions might occur only if an agreement is reached with the seller.
- Once an order has been shipped, the customer will not be able to cancel the order. Any "cancellation" post-shipping shall be subject to our standard returns policy.
- Please allow at least lead time from 3 - 7 business days on regular order and up to 4 business weeks (excluding weekends, holidays, and sale days) for customizenation orders, to process and ship your order.
- Shipping time is estimated and commences from the date of shipping, rather than the date of order, and can take longer than expected due to invalid addresses, customs clearance procedures, or other causes.
- Delays beyond our original delivery estimates might occur due to special customs clearance procedures. Please liaise with our Customer Service to get new estimated delivery times.
- Delivery times vary depending on the shipping method selected, and the item's destination.
- If your order was not received within the promised delivery time. You will have 7 calendar days to raise a claim in order to be refunded for your order. If no claim is raised within 7 calendar days, the order will be deemed received by you. Please contact us or submit a ticket to our Customer Service, who will assist you with your request.
- Please note that the claim for refund can be negated by the marketplace seller if a valid proof of delivery is provided within a reasonable timeframe, and such proof shall be considered final.
- Acceptance: The shipment has been accepted and will shortly be included in the processing cycle which will direct it to its final destination.
- Processing: The operations necessary to transfer the shipment to the final destination are in progress (data scanning, address verification, etc.). To optimize delivery times, intermediate stages are often necessary which may appear non-linear with respect to the origin and destination of the shipment. In case of problems, an Alert message will appear above the progress bar explaining what to do.
- IMPORTANT: it may happen that "In delivery" shipments return to the "in progress" status: this means that the delivery has not been successful, and that further operations are necessary (e.g. transfer to another address, sending to the storage facility, return to the sender). Furthermore, in this phase it is not possible to go to the Operations Center to collect the shipment.
- In Transit: The shipment is being transferred from one Operations Center to another.
- Awaiting customs clearance: The shipment, coming from abroad, is subjected to customs checks. It is possible that the recipient will be contacted to provide additional documentation useful for completing the verifications, with status updates to follow.
- Departed from the International Exchange Center: The shipment has left the national territory and will be taken over by a foreign postal operator. Subsequent progress will be available for all products, except for International Postapriority and Poste Delivery International Standard, for which this is the last available track.
- Out For Delivery: The shipment has arrived at the delivery facility. In some cases it may occur that:
- the delivery has already been made, but the system is not yet updated (we suggest checking its alignment after a few hours)
- the status has remained unchanged for several days, although the delivery has not yet taken place (we recommend checking that you have received a notice containing the instructions for collecting the shipment)
- Delivered digitally
- The registered letter was collected digitally with the Digital Collection service. Digital collection is always an alternative to physical collection; therefore it will no longer be possible to physically collect the registered letter from the post office.
- Return to sender
- The shipment could not be delivered to the recipient for one of the following reasons:
- the recipient was absent, and the expected storage time has expired
- the recipient's address or name was incorrect
- the recipient refused delivery or was unreachable
- the sender has requested the return of the shipment
- Failure to return to sender: The shipment could not be delivered to the sender for one of the following reasons:
- the sender was absent, refused delivery or requested its disposal
- the sender's address and/or name were not present or were incorrect
- the consignment was picked up digitally
In the cases described above, the shipment will be disposed of/abandoned.
Tracking not available: Shipment tracking is not yet visible on our systems, for one of the following reasons:
- the shipment may not have been picked up or taken over by our systems yet
- the shipment is very recent and the data is not yet available (we suggest checking after a few hours)
- the shipment dates back to over 24 months ago, and can no longer be traced
Product not registered: The shipping code is incorrect or invalid.
Tracking Info Not Found: From time to time, you may get a response of “tracking number not found”. There are several reasons for something like this to surface:
The shipment notification was sent out to you before the package arrived at the delivery carrier’s terminal to be scanned. This accounts for most of the tracking errors, and if you just wait a few hours, it will show the scan and tracking progress.
The shipment notification was sent out to you today, but the carrier does not pick up the package until the following day. This is a common timing issue in a large distribution center. The carrier might have picked up earlier that day, or the package may have still been on the conveyor when the carrier left the facility. When tens of thousands of packages are being processed, it is not unusual for some processed packages to still be on the conveyor belt when the carrier leaves.
There is a very small chance that your package has actually had a negative event. These events are isolated, happening in less than 1 tenth of 1 percent of the time. These events are:
Your package was sorted into the wrong trailer. If a carrier receives a package that is not theirs, they will return it to our distribution center, but it will not likely show any tracking events. We will then give it to the correct carrier, but it can show 2-3 days of no transit when you go to track it.
Packages are loaded into trailers, and they rub up against each other. Sometimes this rubbing will tear the label or cause it to come off altogether. This would show no tracking events at all and would require that we ship you a replacement order.
It is remotely possible for a package to receive two labels or no label. These are most often caught before they leave our facility, but once in a while, one will get by.
These last three events are remote, but knowing that they can happen, we have a process in place to address them. One business day after we show a package shipping, we will check the carrier’s transit on the tracking number. If no transit is seen, we will trigger an investigation at the distribution center to determine if a replacement order needs to be shipped.
Important: Shipping time does not start counting until after your order ships out. All orders take 3-7 business day to process before shipping out.
If you have any questions or concerns about shipment, please contact our helpful customer service team between the hours of 10:00 am and 2:00 pm Pacific time, Monday through Friday. We will try our best to quickly address the issue if you contact us and provide your order number. If you can't reach us, we'll get in touch with you in 3 business days.
- Avoid sending multiple requests within a short timeframe, as this can trigger spam filters and delay the processing of your request.
- Please note that any orders or emails received after 3pm PST on Thursday, or over the weekend/ long weekend, will be processed on the following business day. Please be aware that the day we receive your order or email will be considered as day zero in our processing timeline.
Bonus Points Rewards
- If you have an account with Très Elite, you can earn bonus points rewards by confirming receipt of your order. Learn more about bonus points on our website.
UKRAINE & CORONA VIRUS UPDATES
- For delivery service interruptions, Ukraine & Coronavirus updates, please click here