FAQ's

Here is a summary of the most frequently asked questions. If you have any other questions, do not hesitate to send us a message with the contact form on the right side of this page or on our Facebook page. We are quite responsive and most of all always happy to get your feedback.

1 Returns
1.1 Can I return or exchange an item?

The majority of items purchased from Planet Hollywouf are guaranteed ***. If you are not completely satisfied with a product purchased from us, you can return it under certain conditions. For molded bags or perishable edible products, the warranty is in effect only if you return more than half of the original quantity with original packaging and invoice from us. For other items, the warranty is in effect only if the item is in good condition, with its packaging and original invoice. Planète Hollywouf reserves the right, for reasons of hygiene, to refuse to refund an article.

It should be noted that the delivery is a service offered by Canada Post, the customer pays Canada Post to receive his order and also pays Canada Post to return his order. In summary, the shipping costs are the responsibility of the customer and not the responsibility of Planète Hollywouf. for standard warranty cases of non-satisfaction.

If an item is defective, or if you receive an item that you did not order, you must notify our customer service within 10 days of receiving the order at 450-286-0186. You can also do it by e-mail at info@planetehollywouf.com. For these two cases and only these two cases, either a defective item or an item not ordered, the delivery costs will be borne by Planet Hollywouf.

Planet Hollywouf reserves the right to modify or change these conditions without notice.

To learn more about product warranties, email us at info@planetehollywouf.com.

To return a product

1) Pack the product (s) in their original packaging including the invoice.

2) Return your package to the following address:

Planet Hollywouf , 305 Lawrence Street Greentield Park, QC. J4V 2Z5

* You can also return directly to the Greenfield Park store.

2 Problem related to my account
2.1 What if I cannot remember my password?

Please click here to register or log in.

2.2 How do I change my password?

While logged in, click on the My Profile link at the top of this page and then click on the Edit my personal details button to manage all of your personal preferences, including your password.

2.3 How do I change the email address associated to my Alouettes account?

While logged in, click on the My Profile link at the top of this page and then click on the Edit my personal details button to manage all of your personal preferences, including your primary email address.

2.4 How do I register or log in?

Please click here to register or log in.

3 Payment methods
3.1 Is it safe to enter my credit card information on the online shop?

Yes. The Shop is equipped with safe online ordering functions and your personal information will only be used by Planet Hollywouf and will not be sold or distributed.

The security of your personal information and that of your credit card is our priority. Our server is equipped with security software (SSL) that ranks among the best software available today to ensure secure business transactions on the Web and also meets current industry standards. This technology encrypts all of your personal information, including your credit card number, name and address, so that it can not be read and viewed when it travels over the Internet.

3.2 Are sales taxes applicable on my purchase?

Sales taxes are added to orders from the province of Quebec (GST + QST) and elsewhere in Canada. Sales taxes are automatically calculated and added to the total amount of your order during the payment stage. There are no sales taxes on orders from the United States or anywhere in the world.

3.3 What is the delay to consider for the refund of a return?

Once we have received your return package, we will send you a confirmation e-mail and return within 2-5 business days. It is possible your bank adds additional time according to your credit institution's policy

3.4 What are the payment methods on the site of Planète Hollywouf?

It is possible to pay by credit card Visa or Mastercard for the moment.

4 Shipments
4.1 What are the shipping and delivery costs?

The Planet Hollywouf store is shipping via Canada Post service. The packages will be deposited at your door or in the postal office closest to you. The fixed shipping rate is $ 8.99 for all shipments and delivery is free for orders of $ 89 +, before taxes *

* Free shipping with the purchase of $ 89 before tax excludes the following postal codes: A0A - A0K, A0L - A0N, A0P, A1K - A1M, A1S - A2N, A5A - A8A, G0G, JOM, P0L, P0T, P0V , P0Y, R0A, R0B, R0C - R0M, S0A - S0P, T0A - T0C, T0E, T0G - T0H, T0J - T0M, T0P, T0V, T1L, T1W, T9H - T9K, V0A - V0C, V0E - V0H, V0J , V0K - V0N, V0P, V0R - V0T, V0V - V0X, X0A - X0C, X0E, X0G, Y0A - Y0B, Y1A and any transport by Omnibus.

To obtain a quote for shipping in a remote area, contact us by indicating the desired items and your postal code.

4.2 Do you ship outside of Canada?

Currently, we are unable to accept international shipments or to proceed with them.

4.3 Christmas deliveries

To ensure the delivery of your order in time for Christmas, it must be placed no later than 23:59 on December 16 for regular mailings.

The Shop is not responsible for non-receipt or delivery delays due to circumstances beyond our control. These circumstances include, but are not limited to:

  • An incomplete or incorrect delivery address provided by the customer. 
  • Not at the place of delivery? Our delivery person will leave a delivery note indicating the Purolator office where you can pick up your package. The delivery person may attempt a second delivery.

For more information on Canada Post delivery terms and services, please visit this page: https://www.canadapost.ca/cpc/en/home.page

4.4 How to track my order?

When you're signed in to your account, click the My Profile link at the top of the page and then click the View Order History button to view a summary of your orders.

The number to track the shipment of each order, once it is shipped, will appear in the far right column of the page.

You can then follow up on the Canada Post website at: https://www.canadapost.ca/cpc/en/home.page

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