Shop Policies



Our policy lasts 30 days. If more than 30 days have passed since your purchase, unfortunately we cannot offer refunds or exchanges.

To be eligible for a return, your item must be unused and in the condition you received it. It must also be in its original packaging.

The return of certain types of goods is not permitted. Thus, perishable goods, such as food, flowers, newspapers or magazines, cannot be returned. Likewise, we do not accept intimate or sanitary products, hazardous materials or substances, or flammable liquids or gases.

Other non-returnable items:
* Gift cards

To complete your return, we require a receipt or proof of purchase.
Do not return your purchase to the manufacturer.

In some cases, only partial refunds are granted: (if applicable)
* Books showing obvious signs of use
* CDs, DVDs, VHS tapes, software, video games, audio tapes or vinyl records that have been opened.
*Any item that is not in its original condition, damaged or missing parts for a reason not due to our error.
* Any item returned more than 30 days after delivery
Refunds (if applicable)
Once your return has been received and inspected, we will email you to let you know that we have received the returned item. We will also let you know if your refund is approved or declined.
If approved, your refund will then be processed and your original credit card or payment method will be credited automatically within a few days.

Delayed or missing refunds (if applicable)

If you haven't received a refund yet, double-check your bank account first.
Then contact your credit card company, as it may take some time for your refund to appear officially.
Then contact your bank. Posting a refund is often preceded by a processing time.
If you have taken all these steps and still have not received your refund, contact us at the following address:
Sale or promotion items (if applicable)
Only regular priced items are refundable. Unfortunately, sale or promotion items are not.

Exchanges (if applicable)

We only replace items that were originally defective or damaged. If you need to replace yours with the same item, email us at and send your item to: 989 Avenue Nordique, Quebec, QC, G1C0C7, Canada.

If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the equivalent value of the returned item. Once the returned item has been received, a gift voucher will be sent to you by post.

If the item was not marked as a gift at the time of purchase, or if the gift giver had the order sent to themselves with the intention of delivering it to you later, her that we will send the refund and she will therefore know that you have returned her gift.
To return your product, you must send it to the following postal address: 989 Avenue Nordique, Quebec, QC, G1C0C7, Canada.

The shipping costs associated with returning your item are your responsibility. They are not refundable. If you receive a refund, the cost of return shipping will be deducted.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item worth more than $100, we recommend using a trackable shipping service or insuring your shipment. We do not guarantee that we will receive the returned item.



We also place your privacy at the top of our list of priorities. Therefore, we have a strict policy that prohibits the sale, loan or rental of any personal information that you may provide when registering with the Site or when registering an order. Any personal information obtained while using the Site is only used with your consent and we only use it to process your order properly and to make your shopping experience as pleasant as possible.

OUR PRIVACY POLICY knows how important it is to protect the personal information collected. We want each user's experience to be risk-free throughout their visit to the Site. With this goal in mind, we have developed a tailored Privacy Policy to explain our guidelines regarding the collection and use of your personal information.


Personal information includes your first and last name, your full mailing address and your email (electronic address). This personal information collected from users when creating an account or registering an order is kept confidential by .

To create a customer account, which is optional for the registration of an order, you will also be asked for a username and password, which will allow you to identify yourself on the Site.

When shopping, you will need to provide your credit card information in order to complete your transaction through our payment gateway secured by SSL encryption technology. This technology renders your personal and credit card information unreadable as it travels to the server during payment.

Always in order to reduce the risk of fraud or misuse of personal information, the mailing address of your account must be the same address as the one registered for your credit card. This information is strictly personal and will never be provided to third parties. will never have direct access to your credit card number.

We will use your personal information to communicate and correspond with you, as well as to respond to your requests. With your consent, we may also occasionally send you emails or other messages regarding Products or services that we believe may be of interest to you.


We frequently organize contests. To participate, you will need to register on the Site and therefore share your details. Unless you decide to subscribe to our newsletter, the information collected during your participation in a contest will only be used to communicate with you if you are declared a winner.

INFORMATION COLLECTED AUTOMATICALLY automatically collects certain non-personal information about users of the Site. This information does not identify you. They include the IP address of your internet service provider, the date and time you visited the Site, the internet address of the website from which you came to our site, the operating system you use, the sections of the Site you visit, the pages of the Site you read and the images you view, and the content you download from the Site.

This non-personal information is used for the administration and improvement of the Site.


For the sake of personalizing the service, we use cookies to inform us of your visit to the Site. Cookies improve the convenience and use of the Site. These cookies also make it possible to recognize you as a user of the Site if you open a account and make several visits to the Site. You will therefore not have to enter the same information each time. You can choose to reject cookies, if your browser allows it, but your use of the Site could be affected, as well as your access to some of its functions. You may also no longer be able to make transactions from the Site.

DISCLOSURE TO SERVICE PROVIDERS may transmit your personal information to certain service providers to verify and validate the information and to answer your questions. Service providers mainly include credit card companies. To reduce the risk of fraud or misuse of personal information, may also verify your personal information, including your address and credit card information, with service providers.

We will take reasonable steps to ensure that your personal information will be used in accordance with this policy. If you do not want us to provide your personal information to these service providers, we may not be able to process your request.

LEGAL DISCLOSURE may disclose your information as permitted or required by law. For example :

  • To a government institution or other person or entity that has asserted its legal authority to obtain such information.
  • If we have reasonable grounds to believe they might be useful in an investigation of illegal activity.
  • To comply with a subpoena, warrant or order from a court, person or entity with the power to compel disclosure of such information.
  • To comply with court orders regarding the submission of reports and information.
  • To our legal counsel.


We store your personal information as well as your order history. You have the right to access and rectify your personal information and you can at any time request that it be removed from our files. To exercise these rights, simply access your online account or write to us at


Last modification: January 14, 2020


This contract constitutes a legal agreement between the user of the site and Fantôme Café Inc. with regard to the portal and the purchase of products (hereinafter referred to as the "Site" and the "Products") .


By accessing or using the Site, you represent that you have read, understood and agree to be bound by these terms of use (the "this agreement"). You expressly agree to abide by this Agreement, as well as any changes thereto (as set forth below). reserves the right, at its sole discretion and without prior notification, to update, modify, add or delete provisions of this agreement. In this case, will publish on this page the modifications made to this contract by displaying at the top of the page the revision dates of this contract.



By browsing and using the Site, you expressly represent and warrant that you have the legal right and capacity to enter into this contract. Otherwise, you are not authorized to browse or use the Site.


If you decide to create an account on the Site, all the information used must be true, complete and be updated without delay in the event of change. You are prohibited from transferring your account to a third party or to another user of the Site.

You are responsible for maintaining the confidentiality of your password. cannot be held responsible for any unauthorized use of your account. In the event that the confidentiality of this information were to be compromised, please notify as soon as possible in order to avoid possible fraudulent use of your account.


The Site's mission is to offer you for sale a diversified range of Coffee-Based Consumer Products, as well as to facilitate access, wherever you are, to these Products.


Product availability may vary at any time and is subject to change without notice. Many of the Products are imported from overseas and may be unavailable for an indefinite period of time or may be discontinued. You must therefore choose between one or other of the Products then available on the Site when registering the order.

Each Product may contain a description, such as specifications on its quantity, flavors, etc. does not guarantee the veracity of any Product description contained on the Site. provides you with various search filters to facilitate your shopping experience. Whether or not you use these search filters, you must ensure that the Product purchased meets your needs and tastes.

Product Availability strives to keep the inventory of Products sold on the Site as up to date as possible, but the latter cannot, at any time, guarantee the availability of its Products. thus disclaims all liability for any damage that may be caused to you due to a shortage of stock and/or the impossibility of delivering the Product you ordered.

If we find ourselves unable to deliver one or other of the Products that you have ordered on the Site, you will be notified by email and will be reimbursed as soon as possible following the dispatch of this email.



The prices of the Products offered by are indicated in Canadian or American currency. All orders, whatever their origin, are payable according to the currency selected by you or indicated by default, plus taxes. reserves the right to modify its prices at any time. The Products are always invoiced on the basis of the rates in force at the time of the registration of the order.


Payment for any purchase on the Site can be made with credit cards authorized by , either VISA OR MASTERCARD or those accepted by the secure payment gateway used by .

YOU ARE SOLELY RESPONSIBLE FOR THE METHOD OF PAYMENT CHOSEN AND FOR THE VERACITY OF THE INFORMATION YOU TRANSMIT FOR THIS PURPOSE. Without limitation, you declare to be the holder of the credit card or the bank account used for the payment.

FANTOMECAFE.CA IS NOT RESPONSIBLE FOR PAYMENT PROBLEMS RELATED TO THE OPERATION OF THE E-COMMERCE SERVICE. reserves the right to modify the payment methods available or to use other providers to do so.


In order to reduce our impact on the environment, you will not receive a paper invoice. When you order, we will instead send you an email containing a summary of your order, as an electronic invoice.

Cancelation reserves the right, in its sole and exclusive discretion, with refund of any sum received, to cancel an order at any time and without notice.




Orders are generally processed and shipped for delivery within forty-eight (48) hours, Monday to Friday, following receipt of your payment if all the Products are available in inventory. Statutory holidays in effect in the Province of Quebec must be excluded from this period.

If for some reason beyond our control your order cannot be shipped within the above-mentioned period, you will be informed promptly by email.

You should pay close attention to emails sent to you, as these may include price corrections, credits, notices of unavailable Products and even suggestions for changing Products. Make sure emails from don't go to your spam box.


When ordering, you can select one or other of the delivery methods authorized by (Canada Post, expedited mode or others). 's standard shipping method is Canada Post's expedited parcel, delivered without signature.

Whatever shipping method you choose, we will provide you with a link by email that will allow you to track the delivery of your order online and live.

Deliveries can only be made to locations that have a physical address with street name or rural route number, as well as a postcode. No order will be delivered to a post office box.


All costs related to delivery, plus applicable taxes, are your sole responsibility, from the warehouse , and will be added to the purchase price. To know the delivery costs of your order, you will need to identify yourself if you have an account or otherwise indicate the projected delivery address. These costs depend on the delivery address and the contents of the order. They may also contain a fixed part and a variable part, depending on the price or weight of your order. Delivery charges are generally a minimum of seven dollars and twenty-five cents ($7.25) and are payable by Canada Post or the selected supplier.

All import/export and customs clearance costs, plus applicable taxes, are also your sole responsibility, from the warehouse located in Quebec City, and will be added to the purchase price. It is your responsibility to verify any law, regulation, or standard, of whatever nature, which is applicable to you with regard to the import, export and customs clearance of the Products.

Shipping costs, including packaging and handling, are included in the purchase price of each item. reserves the right to indicate in the description of the Product any promotion in connection with its shipping and delivery according to the terms and conditions that will be mentioned therein.

We advise you to combine your purchases in a single order to reduce costs as much as possible. Please note, however, that we cannot combine orders to be shipped to different addresses. In this very specific case, you will have to pay the costs for each of them. Particular care is taken with orders containing fragile products, such as glass containers, which are then oversized and protected.


If you refuse to take possession of your order upon delivery, it will be returned to the warehouse in Quebec. The same applies to unclaimed orders after one or more delivery attempts and after a certain number of days waiting at the postal counter. Delivery terms vary depending on the supplier selected. Here is the link to the explanatory pages of Canada Post and UPS on this subject. Orders delivered to the wrong address due to your error or whose address is incomplete are also returned to the warehouse.

In all cases, with the exception of a refusal of a package because it has been damaged in transport or an error in the address that was not caused by you, will not is not responsible for shipping and delivery charges, customs duties and other taxes relating to the return of a shipment to its warehouse and you will then have to assume them entirely.


If you live in Quebec, you can save delivery costs by picking up your order directly at a drop-off point in Quebec City. The pick-up address will appear at the payment stage. This option has been added to accommodate customers in Quebec City who are willing to travel to avoid delivery charges. Please note, however, that the availability hours of the drop-off point may change. You will have to inform yourself of the timetables by telephone before moving.

If you have any questions or a special request, do not hesitate to contact us by email:


You become the owner of the Products purchased when you take possession of them upon delivery. By becoming the owner of the Products, you then assume full responsibility, including without limitation that relating to any loss, damage or breakage.


All delivery times indicated, where applicable, on the Site are displayed for information purposes only. does not provide any guarantee or assume any responsibility for the delivery time of the Products. We invite you to follow your order, with the tracking number sent to you by email, on the websites of the courier services.

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