Your Package is MIA? Here’s What to Do

In the News
Share
Print

Have you ever bought something online that arrived late? Or worse, that never arrived at all? Or maybe it was delivered to your doorstep, but by the time you went to pick it up, it had disappeared? In Quebec, the Consumer Protection Act has rules about the delivery of items. Take our quiz to know more about your rights as a consumer!

Expedited delivery box outside front door. Overhead view
Quiz colis volé (ANG)

You bought a video game console online for your teen’s Christmas gift. The console’s expected delivery date was December 23rd. Morning comes on December 25th, and still no sign of the package. Your teen’s Christmas was disappointing to say the least. Can you ask for a refund?

Wrong answer

If you buy an item online and it isn’t delivered, you can ask for a refund 30 days after the day it was supposed to be delivered. If the merchant hasn’t specified the delivery date, you can ask for a refund 30 days after the date of your purchase.

Once you’ve asked for a refund, the merchant has to refund you in the next 15 days.

Right answer

If you buy an item online and it isn’t delivered, you can ask for a refund 30 days after the day it was supposed to be delivered. If the merchant hasn’t specified the delivery date, you can ask for a refund 30 days after the date of your purchase.

Once you’ve asked for a refund, the merchant has to refund you in the next 15 days.

Two months ago, you bought a sofa online but still haven’t received it. You’ve contacted the merchant to ask for a refund but they’ve refused. What can you do?

Right answer

If the merchant refuses to refund you, you can ask your credit card company for a refund (also called a chargeback). You have 60 days after the merchant has refused to refund you to make this request.

Your credit card company has to reimburse you within 90 days of receiving your request.

Wrong answer

If the merchant refuses to refund you, you can ask your credit card company for a refund (also called a chargeback). You have 60 days after the merchant has refused to refund you to make this request.

Your credit card company has to reimburse you within 90 days of receiving your request.

The person who delivered your package sent you a picture of the item left at your door while you were away. You come home from work and your package has disappeared. The merchant refuses to reimburse you. Are they right to do so?

Wrong answer

Merchants have to take appropriate measures to make sure their clients receive their packages. For example, they can ask for your signature when you receive the package. If the merchant chooses to leave the package at your door without asking for your signature, they’re responsible for any theft, even if they send you a picture to prove the drop-off. This also applies if the merchant hires a delivery company to drop off your package.

However, if your instructions were to leave the package at the door, you could be responsible for it if it’s stolen.

Right answer

Merchants have to take appropriate measures to make sure their clients receive their packages. For example, they can ask for your signature when you receive the package. If the merchant chooses to leave the package at your door without asking for your signature, they’re responsible for any theft, even if they send you a picture to prove the drop-off. This also applies if the merchant hires a delivery company to drop off your package.

However, if your instructions were to leave the package at the door, you could be responsible for it if it’s stolen.

You bought a table and four chairs to set up in your garden so you can enjoy the sun and nice weather. You’ve been waiting for their delivery for over a month, but the merchant tells you there’s nothing they can do. Their supplier is running late and the situation is beyond their control. Can the merchant refuse to reimburse you because of their supplier’s delay?

Wrong answer

Sometimes, a merchant’s obligations don’t apply if their supplier is late. But the supplier’s delay must be due to something called “superior force”.

Superior force” refers to an event that no one can’t predict or prevent and that makes a contract impossible to respect. For example, a pandemic can be considered a situation of superior force in certain circumstances.

However, if the supplier is late because of their own negligence, it’s not considered “superior force”. In that case, the merchant has to reimburse you according to the late-delivery rules set out in the law.

Right answer

Sometimes, a merchant’s obligations don’t apply if their supplier is late. But the supplier’s delay must be due to something called “superior force”.

Superior force” refers to an event that no one can’t predict or prevent and that makes a contract impossible to respect. For example, a pandemic can be considered a situation of superior force in certain circumstances.

However, if the supplier is late because of their own negligence, it’s not considered “superior force”. In that case, the merchant has to reimburse you according to the late-delivery rules set out in the law.

If your package is late, asking your credit card company for a refund is the only option you have.

Wrong answer

If you buy an item online or by phone using your credit card, you have to ask your credit card company for a refund (also called a chargeback) if the merchant refuses to refund you.

However, if you buy an item in store, you have several options if it’s not delivered on time. You can first try to negotiate with the merchant. If that doesn’t work, you can send them a demand letter, and take your case to court.

In any case, you can always file a complaint with Quebec’s consumer protection bureau, the Office de la protection du consommateur.

Right answer

If you buy an item online or by phone using your credit card, you have to ask your credit card company for a refund (also called a chargeback) if the merchant refuses to refund you.

However, if you buy an item in store, you have several options if it’s not delivered on time. You can first try to negotiate with the merchant. If that doesn’t work, you can send them a demand letter, and take your case to court.

In any case, you can always file a complaint with Quebec’s consumer protection bureau, the Office de la protection du consommateur.