Shipping & Claims Policy

SHIPPING POLICY

Our policy is to ensure that all products are shipped quickly, efficiently and safely.

- Processing time: We undertake to process all orders within 24 to 48 hours of the order (working days).
- Shipping options: We offer a variety of shipping options to suit your needs, including express and pallet delivery which will be determined by you with the help of your representative.

- Shipping costs: The shipping costs vary depending on the option chosen and the weight/volume of the product and are borne entirely by the customer. Shipping information will be provided at checkout.

- Track deliveries: All orders are tracked and you will receive detailed updates on the status of your shipment by email.

- Safe and secure packaging: We take all necessary precautions to ensure that the products are delivered safely and in perfect condition. We use robust packaging to protect fragile products.

We are committed to providing a high quality shipping service to ensure that you receive your products on time and in perfect condition. If you have any questions about our policy or your shipments, please do not hesitate to contact our customer service department who will be happy to help you.

** Any additional product added to the original order will result in additional delivery and associated fees.**

DAMAGED PRODUCT:
When receiving your goods, if you notice that the pallet is in an abnormal state, the following procedure must be followed:
1. Take a picture of the entire pallet damaged upon receipt. (We need to see the pallet as well as the breakage).
2. Provide feedback to the carrier.
3. Write the breakdown details, the cause (if known) and any other useful information on the carrier’s receipt sheet. In case of major breakage, refuse delivery.
4. Send a detailed email to reclamation@distributionjjcandy.com including:
- The date of delivery
- The invoice number
- The transport company
- Damaged quantities
- Damaged products
- Photos of damaged products.
- Photo of breakage on pallet.
Without this information, your complaint will not be accepted and will therefore be refused.

INCORRECT ORDER:
If, upon receipt of your goods, you notice that you are missing one or more products, please contact us by email at: reclamation@distributionjjcandy.com including:
- The invoice number
- Missing product
- The product code
- The number of products ordered
- The missing quantities.

EXPIRED PRODUCT:
Products with an expiry date of less than 2 months from the order date will be credited to you. To access the credit, you must contact us by email at reclamation@distributionjjcandy.com with the following information:
- The product in question
- The invoice number
- A photo of the product and a photo of the expiry date on the package
- Product lot number
- The quantity received
If you have any further questions, please contact us.