FAQs

FAQs

What’s the deal with this store?
This is the official Club Laurentian store. We made it ourselves so that we could cut out all of the middlemen between us and you. We ship straight from overseas manufacturers to your door in order to offer you heavy discounts.

Is it safe to put my credit card number into this mysterious website?
We don’t store any of your credit card information (that’s handled by our payment processor, Stripe, the best in the business) and we will never share your personal information with anyone else.

What's your privacy policy?
We will never share your information with any third party. Who is a third party? Well, the first party is us, and the second party is you. So a third party is anyone other than us and you. And, you know, they probably have enough already.

Which credit cards you accept?
We accept all four regular credit cards: VISA, MasterCard, AMEX, and Discover.

Why don't you accept Paypal payments?
We find it slow in service and support. That's why. 


Shipping, Refunds & Returns

How much time does it take between purchase and delivery?
3-5 weeks. Though most of our products are delivered within 2-3 weeks of purchase.

My tracking status hasn't changed since a few days.
Your order is in transit. However, sometimes the tracking status doesn't get updated for a few days. This isn't something you should be alarmed about. This happens when parcels are on their way between countries (most of our products are shipped from our overseas warehouses) or waiting at your local postal sorting facility. Please don't worry you will receive your order within the listed time (3-5 weeks). Soon the tracking info will be updated and you will be notified.  

My order never arrived.
Our delivery time is listed 3-5 weeks. If you are still under that period, please relax. Check your order confirmation email for the tracking number. Also, check the last tracking notification email we sent. If that doesn’t work, fill this simple complaint form, tell us what you ordered and your order number, and we’ll help you out. Relax, we never lost an order.

Why my order isn't shipped right away?
Due to overseas business model, it's our responsibility that all financial information of our customers is safe and secure. Hence all transactions go through local financial verifications before shipping can happen. That's why in some cases, you may notice a slight delay between your order placement and shipping. Safety first, right?

I haven't heard back since I ordered.
You must have received email notifications when your order is accepted and when it's shipped. We also send email notifications whenever the shipping status of your order changes i.e. in transit, out for delivery or delivered. Please check your spam folder. We might be lurking in there. Still nothing? Ffill this simple complaint form and we will help you out with your order information. We take pride in saying that we never missed an order.

My order status shows 'Shipped' but I didn't receive any tracking info. OR Why didn't I receive my tracking info as soon as my order was shipped?
Our products are imported from our overseas warehouses. That's how we are able to offer you such massive discounts. Your order is in transit as notified. However, your package is still in the origin country for which we don't have the tracking info. As soon as it enters the USA, you will be provided USPS 'First-Class Package International Service' tracking info. Regardless of tracking info, your order must reach your door in 3-5 weeks period.

My order arrived incomplete or damaged.
Take a deep breath. Contemplate the transience of all things. In your mind’s eye, envision the faces of everyone you love and everything you hold dear, and let them go. Then fill this simple complaint form. Tell us what you ordered and your order number, attach some pics to show the problem and we’ll help you out. 

My tracking information says my order is delivered but I never received it. What to do?
Please check with other members of your household to see if anyone may have put your package aside. This happens a lot! If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safe-keeping.

Consider calling your local post office with your tracking number and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first. In the meantime, let us know and we will file a loss report with the US Postal Inspector. Sometimes they are helpful in finding missing packages within the postal system, especially when the local post office is claiming to have delivered your package. You will get your items delivered or we will refund your order.  

I am not satisfied with my order and want to return my order.
Sorry to hear that. There's no fun running a store that can't make its customers happy. We provide a 100% satisfaction guarantee. So fill this simple complaint form and we will refund your money. Please include your order number and any other relevant information.

What else?
Let's see...we don't charge cancellation fees, we generally replace things that arrive severely damaged, and if your order needs to be refunded, we'll issue your refund within 4 business days from our last email. Here's our return policy.

You still need help?
No worries.
You can send us an email at clublaurentian@gmail.com, Please include your order number and any other relevant information.