FAQ
FREQUENTLY ASKED QUESTIONS
Online shopping & delivery
Where do you deliver?
We deliver to various regions in Quebec. For more details on the areas we serve, please check out our delivery zones
How much does delivery cost?
Delivery is free for purchases over $150 (AFTER DISCOUNT). Below this amount, the cost is progressive: under $99 is $25, from $100 to $149.99 delivery is $20. This is a flat rate regardless of your address. Amounts do not include taxes and discounts.
How can I track my order?
A confirmation e-mail will be sent to you the day before delivery. As we work with a private home delivery service, we do not have a tracking number or other confirmation number.
What is the estimated delivery time?
Deliveries take place every Wednesday between 8am and 6pm. You will receive a delivery confirmation text message from our supplier (XPEDIGO).
Please note that only orders received on Mondays before noon of the current week will be delivered the following day. Orders received on or after Monday afternoon will be processed the following week.
What should I do if I haven't received my order?
If you have not received your order by the end of this time slot, please contact our Support team: support@famillefontaine.ca
Will the meat stay fresh during transport?
Absolutely! Our boxes are carefully designed to keep food at an ideal temperature. Thanks to the box's insulation and ICE PACK bags, your products will remain frozen for up to 12 hours. We recommend that you put them in the freezer as soon as you receive them.
What happens if I'm not at home at the time of delivery?
If you're not home at the time of delivery, our delivery driver will leave the box at your door. The products inside the box are packed with insulation and ICE PACK. They will remain frozen until you arrive home at the end of the day. If your box is lost or stolen, please contact our support team: support@famillefontaine.ca and we'll be happy to help!
Can I come to your offices to pick up my order?
No. To purchase our products, we invite you to order online or to find your nearest point of sale.
What should I do with the Famille Fontaine packaging once I've received my order?
Our packaging is 100% recyclable. Recover the "ICE PACK" bags by putting them in the freezer. Put the insulation in the recycling bin. If you can, reuse the box for other purposes (they make great moving boxes!), otherwise put it in the recycling bin too. And finally, our meat-packing bags are also recyclable, so we invite you to rinse them and place them in your blue bin when empty.
What should I do if there's an error with my order?
You can contact our Support team by e-mail at support@famillefontaine.ca or by phone at 1 800 527-8641. Support is open Monday to Friday, 8 a.m. to 4 p.m.
What is your return policy?
Since our products are perishable, we do not accept returns. However, if you are not completely satisfied with your order, please contact support@famillefontaine.ca to give us a chance to rectify the situation.
What is your refund policy?
If you are not satisfied with a product received in your order, please contact us at support@famillefontaine.ca within three (3) days of receiving your order. We will credit your Fontaine Family account for the products you are not satisfied with. We may ask you to keep the product(s) in question and to provide us with a photo(s).
It is your responsibility to inspect products upon delivery for damage or other problems, including freshness. Meat products should arrive frozen. If you have reason to believe that a product delivered to you is unfit for consumption, please notify us immediately at support@famillefontaine.ca.
Please note that no credit or refund will be issued if you were totally absent on the day of delivery, if you did not put the products in the freezer immediately upon receipt, or if you used the products improperly.
