Shipping policy
SHIPPING POLICY
Last updated and effective for new orders: October 13, 2026
This Shipping Policy applies to purchases made from MAISON ATLAS, through maisonatlas.ca.
Nothing in this Policy limits any mandatory consumer right available under the Consumer Protection Act, the Civil Code of Québec or other applicable Canadian consumer-protection legislation.
1. Delivery destinations and fulfilment
MAISON ATLAS ships to the destinations offered at checkout. A customer cannot complete an order if no shipping option is available for the address. Known geographic, customs, carrier, safety or legal restrictions are disclosed before purchase.
Orders may be shipped by an authorized supplier or fulfilment partner from outside Canada. The applicable fulfilment information, delivery service and estimated timing are communicated before purchase. Delivery times and the final carrier vary by product, destination and chosen shipping service.
2. Order processing
Processing begins after payment authorization and necessary address or fraud checks. The applicable processing period is disclosed before the order is submitted, separately from the transit estimate, and is repeated in the confirmation. Weekend or holiday orders may start processing on the next business day.
If a material delay occurs, we will contact you using the details provided and offer the remedies required by law. Verification, supplier preparation or product availability does not remove our obligation to respect the agreed contract.
3. SHIPPING COSTS
Available shipping methods and their charges will be displayed before the customer submits the order.
All calculable shipping charges and applicable taxes will be disclosed during checkout.
Unless clearly stated otherwise, prices and shipping charges are displayed in Canadian dollars (CAD).
Promotional or free shipping may be subject to disclosed conditions, including eligible destinations, products, order values or promotional periods.
4. Delivery estimates
The applicable transit estimate and total estimated time including processing are disclosed before purchase and repeated in the confirmation. Estimates depend on the product, destination and shipping service. Unless expressly stated otherwise, the transit estimate starts when the parcel is dispatched.
Carrier delays, customs, weather, emergencies, remote destinations or labour disruptions may affect delivery, but they do not eliminate mandatory rights or make an agreed delivery period meaningless. If the delivery period is changed, we will inform the customer and respect the applicable rules, including written agreement where required.
5. CARRIERS AND FULFILMENT PARTNERS
Orders may be delivered by Canada Post, recognized courier services, local carriers or other authorized delivery providers.
Where applicable, the selected carrier or delivery method will be displayed at checkout, in the shipping confirmation or through the tracking information.
Some orders may be fulfilled directly by an authorized supplier or fulfilment partner acting on behalf of MAISON ATLAS.
The use of a supplier, fulfilment partner or carrier does not remove the mandatory legal rights available to the customer against MAISON ATLAS.
6. ORDER CONFIRMATION AND SHIPPING NOTIFICATION
After an order is placed, the customer will normally receive an electronic order confirmation.
When tracking is available, a shipping confirmation containing the tracking number or tracking link will be sent after the order is dispatched.
Tracking information may require time to become active after the carrier receives the shipment.
Customers should retain their order confirmation and tracking information until the order has been delivered and inspected.
7. MULTIPLE SHIPMENTS
Products in the same order may be shipped separately because of product availability, package size or different fulfilment locations.
Where an order is divided into multiple shipments, the customer will not be charged additional shipping fees beyond those disclosed and accepted during checkout unless the customer later requests a different delivery arrangement and agrees to the additional cost.
Separate tracking information may be provided for each package.
8. DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address, including:
• Recipient’s full name.
• Street number and street name.
• Apartment, unit or suite number where applicable.
• City, province or territory.
• Postal code.
• Country.
• A valid telephone number and email address where required for delivery.
Contact orders@maisonatlas.ca immediately if an address correction is required.
We will make reasonable efforts to correct an address before shipment, but changes cannot be guaranteed after an order enters fulfilment.
Additional carrier or reshipment costs caused by an incorrect, incomplete or undeliverable address may be charged to the customer where permitted by law and only after the cost is disclosed and accepted.
9. DELIVERY ATTEMPTS AND CUSTOMER UNAVAILABILITY
The customer is responsible for following reasonable carrier instructions and arranging collection where a package is held at a pickup location.
Where delivery is prevented by the customer’s actions, negligence, refusal, failure to provide required information or failure to collect the package, MAISON ATLAS may be considered to have fulfilled its delivery obligation to the extent provided by applicable law.
Reasonable costs for storage, redelivery or return-to-sender may be charged where permitted by law and disclosed before any new charge is accepted.
10. DELIVERED BUT NOT RECEIVED
If tracking indicates that a package was delivered but the customer cannot locate it, the customer should:
• Check the delivery location and surrounding area.
• Ask household members, neighbours, building staff or reception personnel.
• Review any delivery notice or photograph provided by the carrier.
• Contact the carrier where appropriate.
• Contact shipping@maisonatlas.ca promptly with the order number.
We will reasonably assist with a carrier investigation.
A tracking status alone will not prevent a valid claim where reliable evidence shows that the package was not properly delivered.
False claims or fabricated evidence may result in account restrictions or other remedies permitted by law.
11. LOST, DAMAGED OR INCOMPLETE SHIPMENTS
Contact shipping@maisonatlas.ca promptly if a shipment:
• Is lost.
• Arrives damaged.
• Contains an incorrect product.
• Is missing a product or component.
• Shows signs of tampering.
Include the order number and clear photographs or video of the product, packaging, shipping label and damage where reasonably available.
Do not discard damaged packaging or products until we provide instructions, as the carrier may require them for an investigation.
Where the claim is valid, MAISON ATLAS will provide the remedy required by applicable law, which may include replacement, repair, cancellation, price adjustment or refund.
12. DELIVERY DELAYS AND QUÉBEC CONSUMER RIGHTS
MAISON ATLAS must respect the delivery date or delivery period agreed with the customer.
Under Québec rules governing distance contracts, a consumer may have the right to cancel the contract if the product is not received:
• Within 30 days after the delivery date stated in the contract or subsequently agreed to in writing; or
• Within 30 days after the contract was concluded when no delivery date or period was provided.
These rights may not apply where delivery was prevented by the consumer’s actions or negligence, as provided by law.
Where a Québec distance contract is lawfully cancelled for non-delivery or another statutory reason, MAISON ATLAS will refund all amounts paid under the contract within 15 days after the statutory cancellation and cover reasonable return costs as required by law.
Contact shipping@maisonatlas.ca to report a material delay or request an available legal remedy.
13. Imports and customs charges
A shipment sent from outside Canada to a Canadian customer is also an import, even though MAISON ATLAS operates in Québec. Customs duties, import taxes, brokerage or carrier handling fees may apply depending on the shipment. Orders to other countries may also be subject to local import requirements.
All charges that we can reasonably calculate are disclosed before purchase. If third-party charges cannot reasonably be calculated, their nature and the possibility that the recipient must pay them are disclosed before purchase. The order information identifies which charges are collected at checkout and which, if any, remain payable to a third party. No charge already collected for the same purpose should be paid twice.
Customs processing does not remove mandatory rights concerning non-delivery or misleading representations. We remain responsible for complying with the obligations that apply to us as the merchant.
14. RISK OF LOSS AND TITLE
Risk of loss remains with MAISON ATLAS until the product is delivered in accordance with applicable law.
No carrier disclaimer or tracking status excludes a mandatory right or remedy available to the customer.
Ownership of the product transfers as determined by the contract and applicable law.
15. CANCELLATIONS BEFORE SHIPMENT
Contact orders@maisonatlas.ca as soon as possible to request cancellation.
We will make reasonable efforts to stop processing, but cancellation cannot be guaranteed after an order enters fulfilment or shipment.
If an order has already shipped, the Return and Refund Policy will apply, subject to mandatory distance-contract and consumer rights.
16. ORDER CHANGES
Requests to change products, quantities, delivery methods or addresses must be submitted before shipment.
A requested change may affect availability, shipping charges, taxes or delivery estimates. Any additional charge will be disclosed and must be accepted before it is applied.
17. FRAUD AND SECURITY VERIFICATION
To protect customers and MAISON ATLAS, an order may be temporarily held for reasonable identity, payment, address or fraud verification.
We may request additional non-sensitive information reasonably necessary to verify an order.
We will not request a complete payment-card number, password or security code by ordinary email.
Any action concerning a concluded contract must have a lawful basis and respect mandatory customer rights. A suspicion or an incomplete check does not create a general discretionary cancellation right.
18. Contact information
MAISON ATLAS
Operated by ABDELMAJID EL MAHDAOUI, a sole proprietor.
3285 boul. du Souvenir
Laval, Québec H7V 3R3
Canada
General inquiries: hello@maisonatlas.ca
Customer support: support@maisonatlas.ca
Orders, changes and cancellations: orders@maisonatlas.ca
Returns and refunds: returns@maisonatlas.ca
Shipping and delivery: shipping@maisonatlas.ca
Billing and payments: billing@maisonatlas.ca
Legal matters and privacy: legal@maisonatlas.ca
SMS and WhatsApp only: +1 438 773-7024. No voice-call support.
Written customer service: Monday to Friday, 9:00 a.m. to 5:00 p.m., Eastern Time. Messages may be sent at any time.