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The customer placed the order using a business address but did not provide office hours, closing hours, access restrictions, or any special delivery instructions during checkout.
Nature Santรฉ's published Montreal delivery policy clearly states that office deliveries must include closing hours and that customers should call the store if this information was not provided. The policy further states that if office delivery restrictions are not communicated, the order may be marked as a failed delivery.
The customer only informed us that the business closed at 4:00 PM after receiving the delivery notification email on the day of delivery. At that point, the order had already been fulfilled and dispatched.
Our published contact policy advises customers that email responses may take up to 36 hours and that urgent matters should be communicated by phone. The customer did not contact the store by phone prior to the delivery attempt.
A delivery attempt was made at the exact address provided by the customer on May 19, 2026 at 6:51 PM. The attempt was documented with GPS verification, a location-stamped photograph, and direct phone communication between the driver and the customer.
The order was processed, fulfilled, dispatched, and delivery was attempted according to the information provided by the customer and in accordance with our published delivery policies.
https://naturesante.ca/pages/montreal-shipping-and-delivery
https://naturesante.ca/pages/contact-us
