General Information about International Orders
Compatibility, Customs, Address & Payment Review
International Order Information
International purchases may involve product-compatibility requirements, customs charges, carrier restrictions, address verification, and payment-security review. This guide explains the customer information that should be confirmed before ordering and what may happen after checkout.
Check First Voltage, plug, standards, and compatibility
60 minutes Address or order-change request
Recipient Import action may be required
Verification Selected orders may require review
1
Electrical & Technical Compatibility
Products manufactured for one market may not be suitable for another without an approved adapter, converter, or other modification.
Voltage & Frequency
Confirm the product’s rated voltage and frequency against the electrical standard at the intended destination.
Plug Configuration
A plug adapter may change the physical connection but does not convert voltage or frequency.
Local Standards
Review certifications, installation requirements, language, warranty coverage, connectivity, and compatibility with local codes before purchasing.
Do not assume that an adapter alone makes an electrical product compatible. Improper voltage, conversion, installation, or use may damage the product or create a safety risk.
2
Customs, Duties & Import Charges
International charges depend on the destination, shipment, product classification, value, and shipping arrangement.
Charges Included or Prepaid
Some eligible orders may include taxes or duties collected at checkout or prepaid through the selected shipping service. This should be stated in the checkout, quotation, invoice, or order information.
Charges Payable on Arrival
Customs, the postal operator, broker, or courier may collect duty, VAT, GST, brokerage, advancement, storage, handling, or other destination fees before release.
Customs authorities make the final assessment. Unless import charges are expressly identified as included or prepaid, destination-imposed duties, taxes, and related fees remain the recipient’s responsibility.
3
Refused, Unpaid or Unclaimed International Parcels
Refusing charges or failing to collect a parcel can create substantial additional costs.
When customs charges remain unpaid, delivery is refused, or a parcel is not collected before the carrier deadline, the shipment may be returned, stored, abandoned, disposed of, or destroyed where return is unavailable.
If the Parcel Returns
Original shipping, return transportation, customs, brokerage, insurance where applicable, storage, handling, disposal, reprocessing, and administrative costs may be deducted from any eligible refund.
If Return Is Not Possible
The order may not qualify for a refund when the carrier or authority abandons, disposes of, destroys, or otherwise cannot return the parcel.
Custom, personalized, made-to-order, pre-order, special-order, wholesale, or final-sale products may have additional cancellation and return restrictions when disclosed before purchase. Those terms do not remove rights that cannot lawfully be excluded.
4
Shipping Address Accuracy
Review every address field before completing payment.
Required Address Details
- Recipient’s complete legal or deliverable name
- Apartment, suite, unit, or building information
- Street number and street name
- City, province or state, and country
- Postal or ZIP code
- Valid telephone number and email address
Address-Change Window
Submit an address-correction request within 60 minutes of payment. A request is not effective until it is confirmed in writing.
Once processing, supplier allocation, label creation, packing, or dispatch begins, correction may no longer be possible.
We cannot guarantee an address change after checkout. Costs resulting from an incorrect, incomplete, undeliverable, or unauthorized address may remain the customer’s responsibility.
5
If a Parcel Is Sent to the Wrong Address
The available options depend on the order stage and carrier.
1
Contact Us Immediately
Submit the correct address, order number, and explanation through the official contact form.
2
Contact the Carrier When Tracking Is Active
Ask whether a delivery correction, hold, intercept, or depot collection is available. Carrier approval and fees may apply.
3
Wait for the Carrier Outcome
If the parcel is delivered to the address provided, returned, abandoned, or lost, the available resolution will depend on the facts, carrier findings, costs, and applicable policy.
A returned parcel does not automatically qualify for an exchange, full refund, or free reshipment. Return and reshipping costs may apply.
6
Payment & Security Verification
Selected orders may require additional review before fulfilment.
Payment authorization and fraud-prevention review help reduce unauthorized transactions, payment disputes, and delivery risk. A review may temporarily delay processing while information is confirmed.
Billing Information
A mismatch between checkout information and the payment provider’s records may require clarification.
Delivery Information
A different shipping and billing address is not automatically a problem, but it may be reviewed together with other order details.
Order Characteristics
Higher-value, unusual, repeated, international, or otherwise elevated-risk orders may receive additional verification.
We will not ask for your banking password, complete payment-card number, or one-time security code through ordinary email or chat. Provide only the specific information requested through an authorized channel.
7
Possible Review Outcomes
Verification may result in approval, a request for clarification, or cancellation.
Approved
Processing continues after the required review is completed.
Additional Information Required
We may request confirmation of identity, billing information, delivery authorization, business details, or another relevant order fact.
Payment Method Update
A payment provider may decline authorization or require the customer to place a new order using another accepted method.
Order Cancelled
An order may be cancelled when verification cannot be completed, payment is declined, risk remains unacceptable, or fulfilment is unavailable.
A pending authorization is not always a completed charge. The bank or payment provider controls when a cancelled or expired authorization is released.
8
Tracking Your Order
Use the official tracking page and review all parcel numbers.
Order History
Sign in to your Très Elite account to review available order information and fulfilment status.
Detailed Tracking
Use the official tracking portal for available carrier events and parcel updates.
Orders may ship in separate parcels. Review every tracking number before reporting an item as missing or overdue.
9
Current Service Interruptions
Use current carrier and store notices rather than archived coronavirus advisories.
Weather, customs, labour action, carrier capacity, public emergencies, regional conflict, route closures, and other operational events may affect delivery. Review the applicable carrier’s live service alerts and the Très Elite service-updates page for current guidance.
Archived pandemic notices should not be treated as current shipping information unless a new official service alert specifically refers to them.
10
Contacting Support
Send one complete request through an official support channel.
Include These Details
- Order number
- Full name and account email
- Tracking number, where available
- Correct address or requested clarification
- Carrier message or relevant screenshot
Support Hours & Response Time
Mondays and Fridays:
10:00 a.m.–3:00 p.m. Pacific Time
Tuesdays through Thursdays:
10:00 a.m.–2:00 p.m. Pacific Time
Closed on weekends and observed British Columbia statutory holidays. Please allow up to 72 hours during periods of high contact volume.
Do not reply to automated order, payment, or shipping notifications. Those mailboxes are not monitored for customer-service requests. Use the official contact form or website live chat.
Need Help With an International Order?
Send one complete request with your order number, account email, tracking number, and the specific address, customs, payment, or compatibility question.