Contact

1 800 329-1304

info@cliniquelafontaine.com

Send us your questions:

Frequently asked questions

Where can we obtain your products?

We have 8 stores and an online website.

For physical service points, please refer to the cities and hours below on this page according to the cities.

Where are all your products available and why are specific products and large sizes less present in stores?

All our products are available in Drummondville and online, but they may not be fully available in our other stores as they are more targeted towards students. Please note that larger sizes and products specific to certain treatments will be less available in the shops.

Can I use both my wellness points and benefit from a current promotion when making a purchase on your website?

No, the use of Your Wellness Points in connection with the rewards program cannot be combined with current promotions. Our transactional system only allows one action at a time in the virtual cart. You can choose to use either Your Wellness Points or take advantage of a current promotion, but not both at the same time. We encourage you to select the option that offers you the best benefit at the time of your purchase.

What are the exceptions regarding delivery costs?

Delivery: No minimum order amount is required to place an order. However, a delivery fee of $15.95 will be added to orders of $39.95 and under. A fee of $10.95 is added to an order with a basket amount between $39.96 and $84.94.

Shipping is FREE for orders of $84.95 and over before taxes except for remote regions and excluding the following heavy and/or oversized items:

Treatment tables and chairs (Electro-Comfort, Comfort-Table, and MassoPro)
Universal transport cart
Professional VibroTech 100 vibrator

What is the delivery delay ?

Delivery times once the order is processed: - 1 to 8 days (Quebec, Ontario) - 3 to 14 days (other Canadian provinces and territories) Transport times may vary for reasons beyond our control such as holidays, summer periods, and weather conditions. A very high demand may also temporarily extend delivery times.

What are the remote regions and associated fees?

We would like to inform our customers that, due to the surge in transportation costs, we have recently implemented a transportation charge for remote regions. This measure allows us to continue providing our services in these regions while ensuring optimal service quality. We understand that this may represent an additional cost for our customers, but we want to emphasize that this decision was made to maintain our commitment to our customers in remote regions. We would like to thank our customers for their understanding and continued support.

Some remote regions with postal codes subject to additional fees imposed by our carriers are subject to an additional charge of $9.95. This condition applies when you are located more than 300 kilometers from the Drummondville shipping center. The examples of places below, although not exhaustive, illustrate locations that meet this specific condition.

These fees are automatically added during the payment process.

Here are the targeted locations in Canada: Alberta, British Columbia, Prince Edward Island, Manitoba, New Brunswick, Nova Scotia, Ontario, Saskatchewan, Newfoundland and Labrador.
Here are the targeted locations in Quebec: Abitibi, Abitibi-West, Avignon, Bonaventure, Caniapiscau, Magdalen Islands Maritime Community, Kamouraska, Gaspé Coast, Upper North Shore, Upper Gaspé, Matane, Matapédia, Mitis, Vallée-de-l'Or, Lac-Saint-Jean-East, Domaine-du-Roy, Saguenay Fjord, Gulf of St. Lawrence, Percé Rock, Basques, Manicouagan, Maria-Chapdelaine, Minganie, Rimouski-Neigette, Rivière-du-Loup, Rouyn-Noranda, Saguenay, Sept-Rivières, Témiscamingue, Témiscouata.

Except for the territories below which have a shipping fee of $85:

Nunavut, Northwest Territories, and Yukon.

What is your return and refund policy?

We understand that you may occasionally purchase an item that does not suit you as you would have liked. Our return policy is the same for online and in-store purchases.

All items purchased at Clinique Lafontaine can be returned within 15 days of purchase for a refund or exchange. Products with a warranty longer than this term can be repaired or replaced. Returns, exchanges or warranties on an item without a receipt are not accepted. To be eligible for a refund or exchange, you must report the issue to customer service within 15 days of purchase. No exchange or refund will be applied for products returned without our prior approval.
Order Error: A 15-day period following the purchase allows you to claim an order error. If you received your order in poor condition or if we made a mistake in preparing it, you can contact us so that we can send you the missing items free of charge. It is your responsibility to check the contents of your order upon receipt.
Non-defective Item*: Returns are not accepted within 15 days of purchase. Return shipping charges are the customer's responsibility. Products must be returned as new and in their original packaging. Returns outside the 15-day period will not be accepted. No refund of the initial shipping charges will be made either.
Defective Item: If it is related to transportation, we will take steps with the carrier and assume the related costs if necessary. If an item becomes defective within the first 15 days after purchase, you can choose between a refund or an exchange. If this happens after this period, the manufacturer's warranty terms will favor repair or replacement. To analyze the ambiguity, you may be asked for a photo showing the non-compliant product or a photo of the entire order with the damaged box for analysis purposes.

*Exceptions for non-portable tables (Confort-Table and Électro-Confort massage tables): Please note that in the case of a return of one of these non-defective products, within the 15-day period following the purchase, Clinique Lafontaine will deduct 15% from the refund of your purchase. The item must be in new condition, i.e. undamaged, clean, odor-free, without pet hair, and with the original labels and packaging. This fee will cover handling, cleaning and repackaging of the product to recondition the item.