FREQUENTLY ASKED QUESTIONS

We sell to companies with a valid business number (business number from Quebec or another province, federal business number or tax number).

We do not sell to individuals, except in the case of specific fundraising campaigns (contact us if necessary). If you are an individual looking for our products, refer to our retail outlets page to find a retailer near you.

Thank you for your interest! You have two options:

1) Complete this form online.

2) Write to us with your business information (business name, name(s) of owner(s), address, phone number, email address, website or Facebook information with your business number or tax number).

After having received and validated your information, we will forward all necessary documentation (including price list) to open an account and order with us!

Thank you for your interest! Please refer to our retail outlets page to find a retailer near you.

Please note that product inventory differs from one retailer to another. We therefore recommend that you contact your retailer to determine the availability of the products you are looking for. You can also contact us directly. We would be more than happy to direct you to the retailer best able to complete your purchases.

Monday-Friday: 8:00 – 17:30. Closed on holidays. Contact us if you need special service outside of regular business hours.

A minimum purchase of $500 (before tax) for the first order and $100 (before tax) for any subsequent orders.

You order will be ready within 1-3 business days.

CANADA POST: We ship our products across Canada using Canada Post Solutions for Small Business™ , via expedited parcel at the most economic rate. Normally, regional delivery is 1-3 business days and 3-7 days nationally.

OTHER CARRIERS: We can also ship your order with the courier service of your choice (Purolator, Dicom, Fedex, UPS or other).

The cost of delivery is at the expense of the customer and corresponds to the exact amount charged by the carrier.

A shipment tracking number will be listed on your invoice so that you can locate your package.

You must complete an application in order to obtain our distribution prices (wholesale prices). To do so, there are two possible methods:

1) Complete this form online.

2) Write to us with your business information (business name, name(s) of owner(s), address, phone number, email address, website or Facebook information with your business number or tax number).

After having received and validated your information, we will forward all necessary documentation (including price list) to open an account and order with us!

First, you must have a client account with PachaMama to order (refer to the previous answers for this purpose). Then choose the order method that best suits you:

• Telephone: 514-222-6295
• E-mail: info@pachamamacanada.com
  • Our purchase order form (sent to you automatically when you become a client)
  • Include a list of desired items you wish to order in your email
• In person: come and shop at our warehouse-boutique! Open by appointment only. Please contact us in advance.

• Bank (Banking information provided)
• Interac e-transfer (via email)
• Cheque
• Cash

We take your satisfaction to heart and we attach particular importance to the dispatch of quality products free of defects. However, should you receive a product that is defective or you are not satisfied with it, please contact us as soon as possible. Please read the following policy :

Refund : Maximum 10 days following reception of goods. Valid for manufacturing defect (case 1 – see below) or order error (2).

Exchange and credit : Maximum 30 days following the date of receipt of merchandise. Valid trade for manufacturing defects (1), order error (2) and dissatisfaction (3). Exchange made against goods of identical or equal value (subject to availability). Credit issued in the case of non-availability of the desired goods by the customer, carried to their account or credit rating, applicable to any future purchase. Exceeding the 30-day period, no exchange or refund will be accepted except in case of manufacturing defects (1), solely under evaluation of PachaMama Canada.

Acceptable Instances for Returns of Sold Products

1. Manufacturing defects (eg. hole, lost or missing stitch, etc.). * In cases of slight manufacturing defects where repairs can be made and you wish to take responsibility, credit for the value of the repair can be offered to you with prior arrangement.

2. Order error; 2.1. Our error: item shipped does not match your order (ex. size error)
2.2. Error on your part: oversight, mistake.

3. Merchandise which does not satisfy you, to a reasonable extent; Please take note that since our products are predominantly handcrafted, slight variations will occur and are normal. Although we give particular attention to detail and are constantly working to improve our products with the artisans, it is impossible for us to guarantee a uniform appearance for each article. We therefore ask you to judge the quality of the product based on this fact. Note also that when no specific mention is given on your order, we send a variety of sizes, styles, patterns and colours by default. No refund is granted for reasons of taste or personal preference in terms of style, colour or size unless you have specified as such in your order and it is an order error on our part. If you have not made any specifications on your order, yet the product received is not to your satisfaction, please contact us and we will assess whether we can exchange it.

Refunds, credits and exchanges can be made only after receiving the returned goods. Note that in all cases, the initial shipping costs are non-refundable.

Condition of merchandise : Permission is required from PachaMama Canada and product assessment remains at our sole discretion prior to any return of merchandise. Items must be returned in their original condition: they must be clean, kept dry, stored and folded properly and be free from strong odors (eg. cigarette). Any product that has been worn, washed or used will not be exchanged or refunded, except in the case of manufacturing defects (with the sole assessment of PachaMama Canada). Note that we may request photos in order to validate the non-conformity of the product.

Shipping of returned merchandise : In all cases, approval is required from PachaMama Canada prior to returning any merchandise. Shipping costs of returned goods to our office are at your expense. In the case of a manufacturing defect (1) or an error on our part (2.1), we will ship the replacement products at no cost. Otherwise an error on your part (2.2) or dissatisfaction with the product (3) will result in shipping costs at your expense.

S’il vous plait, contactez-nous! Il nous fera plaisir de vous répondre.