1. Objective

The purpose of this policy is to define the terms and conditions for in-branch pickup of orders placed with Groupe Mortier. It aims to ensure a clear, efficient, and secure process for our customers and staff.

2. Collection Process

2.1. Order Ready Notification When your order is ready for pickup, you will receive a confirmation email to the address provided at the time of purchase. Please wait for this email before visiting the branch.

2.2. Pick-up Location Pick-up is made exclusively at the following address: 1932 RUE CHEVALIER, SHERBROOKE, QC J1K 1E2

2.3. Pickup Hours Our regular pickup hours are: Monday to Friday: 7:00 AM to 4:30 PM Note: Exceptions may apply on public holidays. We recommend checking for special pickup hours if applicable.

3. Required Documents

To ensure the security of your purchase, you must present the following documents at the time of pickup: 1. A copy of your order confirmation email (printed or digital version on your mobile device). 2. A valid photo ID (e.g., driver's license, health insurance card, passport) in the name of the person who placed the order. The name on the ID must match the name on the order confirmation.

4. Collection Time and Unclaimed Orders

You have fourteen (14) calendar days from the date you receive the email with the subject line "Order #XXXX is ready for pickup" to pick up your order. If an order is not picked up within this time frame, it will be automatically canceled. A full refund (less transaction fees) will be issued to the original payment method. You will be notified by email of the cancellation and refund.

5. Collection by a Third Party
If you would like someone else to pick up your order for you, they will need to provide:
The order confirmation email.
Their own valid photo ID.

6. Procedure on Arrival
Upon arrival at 1932 rue Chevalier, if no employee is immediately visible to greet you, please contact our local team at the following number for rapid assistance: 819-481-1934

7. Customer Service
For any questions regarding your order, the pickup process, or any other information, please do not hesitate to contact us:

Phone: 1-877-883-3074

Email: info@groupemortier.ca

We thank you for your trust and your cooperation.

The Mortier Group team

Effective date of the policy: September 4, 2025

Last policy revision: September 4, 2025