Do you have a problem with the delivery of goods or services purchased online? If the merchant fails to respect the agreement entered into with you, you have recourse options.

Delayed delivery

When the date scheduled for the delivery of goods or services is not respected, it is aways preferable to negotiate with the merchant.

If you are unable to reach an agreement, you could cancel your purchase if you have not received the goods or services within 30 days following the date agreed upon in writing with the merchant.

If no delivery date or deadline was specified, the 30 days that follow the conclusion of the contract are taken into consideration.

Refer to the page titled How to Cancel an Online Purchase to find out more.

Stolen, lost or missing parcel

When the contract provides for the delivery of goods, the merchant is required to take the necessary means to ensure you receive your order. In many cases, a signature is required upon receipt of the parcel. However, in more and more cases, parcels are simply left at the door. A merchant that chooses this option must then take responsibility if the parcel disappears.

Thus, if you believe your parcel was stolen, lost, or if it is missing, you have the same recourse options as when the delivery is delayed.

Refer to the page titled How to Cancel an Online Purchase to find out more.

Special situations

Some businesses can send you a photo of the parcel left at your doorstep to show you it has indeed been delivered. This changes nothing regarding your recourse options if, in the end, you do not receive your order.

However, the situation may be different if you have formally given clear instructions for the delivery. For example, you may have agreed that your order be left in your mailbox or on your front step. In that case, the merchant may not be held responsible if your parcel has disappeared.