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Frequently Asked Questions

Q: How do I order wines?

A:  Wines offered by Creticos are available in cases of 6 or 12 bottles. These are exclusive wines made available to you through private imports. These wines are kept in inventory at the main warehouse of the SAQ in Montreal.

When you complete your order, you will choose the designated SAQ store of your choice. From the drop-down menu, stores have been grouped by region to facilitate your choice and select the one that suits you best. This store is where you will pick-up and pay for the value of the wines. The price of the wines listed on this site is set by the SAQ, and it is the price paid to the SAQ when you collect your order.

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Q: Why is there a reservation fee?

A: These exclusive wines offered by Creticos are only available through private imports. They were chosen from wineries that are committed to responsible and sustainable farming. You will not find them on the shelves of the SAQ. Orders are available in cases of 6 or 12 bottles.

This fee covers representation, promotional, and order taking services, and is to be paid when you are completing your order.

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Q: How long does it take before I receive my wine order?

A: Once you have received confirmation of your order, it usually takes 7-10 days for delivery at the SAQ store you selected. You will receive a confirmation of the delivery date by email, and you should receive a call from the store directly once your order is ready to be picked up. Usually, you have one week to take possession of your order.

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Q: Can I return my order if I am not satisfied, or if the wine is not to my liking?

A: From the receipt of the order at the store, you have 72 hours to refuse the order. No returns will be accepted after this time. The reservation fee from Creticos will not be refunded, and an additional return fee of $ 9.00 per case will be charged.

The SAQ does not accept returns of non-defective products. A defective product can only be reimbursed. The customer must go to a branch of the SAQ, or contact the after-sales service at 514-254-8686 (option 4) for breakages and returns.

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Q: Is it possible to order wines in Ontario or elsewhere in Canada?

A: At this time, wines are available for orders only in Quebec through the SAQ. For the Ottawa region, you can place an order and pick it up at the designated SAQ store in Gatineau, located at 31 Boul. du Plateau.

Discussion has been initiated with the LCBO in Ontario and new developments will be communicated shortly. For the rest of Canada, alcoholic beverages are administered provincially and no steps have yet been taken with the other provincial Liquor Boards.

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Q: How do I order olive oil and honey?

A: Olive oil and honey orders are available for delivery throughout Canada. Orders for these products can be placed by residential customers directly on this website, with a limit of 24 units per order. Orders are to be paid in full once you complete your order.

A $12.95 shipping fee for orders in major centres of Quebec and Ontario will be charged. A surcharge will be applied for other regions and provinces in Canada and will be based on the delivery fee set by Canada Post.

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Q: Why is there a shipping fee?

A: These are authentic and unique products from Crete made available in Canada. Order fulfillment is managed through a distribution partner, TSPM – Logistics services and distribution, and they ensure delivery of these products directly to your home.  

Shipping will be free of charge for orders of olive oil and honey exceeding $50.00 (before taxes) in major centres in both Quebec and Ontario, and a surcharge will be applied in other regions and provinces in Canada.

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Q: Can I return my order of olive oil or honey if I am not satisfied, or if there is a break?

A: To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging you received it in. If 30 days have gone since your purchase, unfortunately we can’t offer you a refund or an exchange.

We only replace items if they are defective or damaged. To exchange the item, send us an email at info@creticos.com and we will confirm that you can return the item to: TSPM – Logistic services and distribution, 1710, Trans-Canada highway, Dorval, PQ, H9P 1H7.

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Q: Can I get a refund if the item is defective or broken?

A: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you still haven’t received your refund after a certain amount of days, please contact us at info@creticos.com.

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Q: Can I order another product from one of the craftsmen that Creticos represents, but which is not offered on this site?

A: By notifying us of your interest in this product at info@creticos.com, we will contact the supplier and evaluate the potential for importing this product into Canada.

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Q: Where can I taste the products offered by Creticos?

A: You will find the list of retailers and restaurants that will offer our products in the tab of the points of sales, located in the navigation bar at the bottom of the page. This section will be updated periodically to help you discover our products.

When sample tastings or special events are held, customers who subscribe to the newsletter will be notified in advance.

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For any additional questions, please contact us at info@creticos.com.

 

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