Return and delivery policies for RETAILERS

Shipping and handling

Shipping costs:

  1. Economical delivery by ground everywhere in QUEBEC 2-7 working days: FREE orders of $2500.00 or more before taxes.
  2. Order under $2500.00. The choice of transport company is at OUR discretion. We no longer accept ANY carrier account numbers from our customers for confidentiality and also logistical reasons. Our warehouse works with different companies and uses the most advantageous carrier. A rate based on weight and volume and shipping region will be charged to your invoice before payment.

It is the customer's responsibility to enter a valid, error-free delivery address. If an error occurs when entering the address, additional costs for returned packages will be the responsibility of the customer.

When your order is shipped, you will receive a tracking number for your order by email or SMS. Please note that there is a 24-hour delay before the tracking number is activated by the carrier

Lost package

If your package was lost during transport, please notify us by email ( ) within 10 business days following the order date.

Our team will follow up with the carrier.

Missing or damaged item

We package your order with care so that your purchases arrive at their destination in impeccable condition.

If you receive a damaged item, or if an item is missing by the carrier, please complete the claim form and include a photo of the damaged package or item, within 10 business days of receiving the package.

We are not responsible for the handling of your package by the carrier. If the package was damaged by the carrier, our team will make a refund request on behalf of the customer from the carrier.

If an agreement is reached with the carrier, we will provide a refund or a new shipment.

Returns and exchanges

We only accept returns of goods that are defective or sent in error. You have 10 working days after receipt of your merchandise. After this period we take it for granted that you accept the goods.

If items are missing from your order, you have 10 working days AFTER receipt of your merchandise to declare this to us.

It is important to keep all documents included in the order in case you want to return a product(s). Keep all emails received regarding the order as they may provide important information.


Returned items must be in their original packaging and in new condition with tags, meaning they must not have been worn, used or washed. To be considered new, a product must be clean, odorless and free of animal hair. It is at the discretion of Poule des Bois to decide if the product is no longer in acceptable condition.

If any of these conditions are not met, the return will be refused and the items will be returned to you AT YOUR EXPENSE.

Please note that Poule des Bois only pays return costs if you use the carrier's pre-printed label.

Make your RETURN request here


If you have any questions about your return once you have shipped it, contact us.

Please note that Poule des Bois is not responsible for lost or stolen packages.

Reimbursements are made in the form of a gift certificate credit note. Please allow a minimum of 5 business days to receive your credit note once your item has been received by Poule des Bois.

We reserve the right to refuse a sale or cancel an order at any time.