Shipping policy
Last updated: September 28, 2026
This policy applies to orders placed through the online store of MEL – Moteurs Électriques Laval Ltée. It is intended primarily for purchases made by businesses, institutions, and contractors.
The order is governed by this policy, the order confirmation, the accepted quotation, the applicable credit terms, and our general terms and conditions of sale. In the event of any discrepancy, the specific terms confirmed in writing for the order will prevail. Where the customer is a consumer within the meaning of the Consumer Protection Act, the mandatory provisions of that Act remain applicable.
1. Seller Contact Information
For any questions regarding an order, delivery, or freight claim, please contact us using the following information:
MEL – Moteurs Électriques Laval Ltée
Address: 550 Montée de Liesse, Saint-Laurent, Quebec H4T 1N8
Telephone: 514-731-3737
Email: ecommerce@mel.ca
2. Order Acceptance and Processing
All orders are subject to acceptance by MEL, product availability, price verification and, where applicable, approval of the customer’s credit. An automated acknowledgement of receipt does not necessarily constitute final acceptance of the order.
Orders are processed on business days, Monday through Friday, excluding statutory holidays. Preparation times vary depending on availability, quantities, product origin, and any special order requirements.
Large-volume orders and orders for made-to-order, modified, configured, or supplier-sourced products may require additional lead time. MEL will provide the information available and may propose a partial shipment where reasonable.
3. Freight Charges and Related Fees
Freight charges are displayed at the time of ordering when they can be calculated automatically. Otherwise, they are confirmed separately before shipment or invoiced in accordance with the terms agreed upon with the customer.
Unless otherwise agreed in writing, additional charges related to, among other things, the use of a liftgate, scheduling a delivery appointment, residential or remote-area delivery, storage, redelivery, carrier waiting time, special handling, regulated materials, duties and taxes, brokerage, or customs formalities are the customer’s responsibility.
4. Timelines, Dates, and Partial Shipments
Preparation, shipping, transit, and delivery dates are estimates unless MEL expressly commits otherwise in writing. They may change due to product availability, manufacturer or carrier delays, customs formalities, weather conditions, a labour dispute, force majeure, or any other circumstance reasonably beyond MEL’s control.
MEL may make partial shipments and invoice each shipment separately. Where delivery by a fixed date is essential to the customer’s operations, this requirement must be communicated before the order is accepted and confirmed in writing by MEL.
5. Delivery Methods and Carrier
MEL selects the carrier and service level unless otherwise agreed in writing. The customer may request the use of its own freight account or a designated carrier; in that case, the customer remains responsible for the accuracy of the information provided, the charges billed by that carrier, and any applicable special requirements.
Any applicable delivery terms or Incoterms rules must be stated on the quotation, order confirmation, or invoice, together with the agreed place. They determine, among other things, the allocation of costs, logistics obligations, and transportation risks; they do not, on their own, determine the transfer of title.
6. Delivery Address and Receiving Conditions
The customer must provide a complete and accurate delivery address, the name and telephone number of a contact person, receiving hours, the dock number where required, and any access restrictions, appointment requirements, or relevant safety instructions.
The customer must ensure that the delivery location is accessible to the carrier’s vehicle and that the personnel and equipment required for unloading are available. Unless otherwise agreed in writing, the carrier is not required to unload, install, move products within the premises, or commission the products.
Any change to the delivery address or receiving conditions must be submitted before shipment and confirmed by MEL. Charges or delays attributable to incomplete information, an unjustified refusal, the absence of a person authorized to receive the order, or an inability to access the delivery location may be billed to the customer.
7. Tracking and Proof of Delivery
When a tracking number is available, it is provided to the customer after shipment. Tracking information, estimated arrival times, and delay notices come from the carrier’s system and may change without notice.
A signature, carrier delivery receipt, delivery photograph, or other electronic confirmation may constitute proof of delivery. The customer must maintain internal procedures for identifying the person authorized to receive the order.
8. Inspection Upon Receipt and Shipping Damage
Upon receipt, the customer must inspect the exterior condition, number of packages, part numbers, and quantities. Any visible damage, missing package, or damaged packaging must be clearly noted on the carrier’s delivery receipt before signing and then reported to MEL without delay, together with photographs and relevant documents.
Any concealed damage or discrepancy discovered after opening must be reported in writing as soon as it is discovered and within the applicable time limit imposed by the carrier. The customer must retain the products, their packaging, pallets, and labels until the claim review is complete. Failure to document damage promptly may jeopardize recourse against the carrier.
9. Claims and Missing Goods
All claims must include the order or invoice number, delivery slip, a description of the issue, the quantities concerned and, where applicable, photographs. MEL will reasonably cooperate with the customer and the carrier; however, acceptance of a claim remains subject to the facts, the shipping terms, and the applicable time limits.
10. Delays, Interruptions, and Transportation Liability
Subject to applicable mandatory laws and any contrary written agreement, MEL is not liable for indirect losses arising from a delivery delay, including loss of production, revenue, contracts, use, or profits. The customer must allow reasonable buffers for its projects, plant shutdowns, and critical schedules.
If an order cannot be fulfilled within a reasonable time, MEL may propose a new date, a substitute solution, a partial shipment, or cancellation of the unshipped portion, depending on the nature of the order and the agreed terms.
11. Returns, Exchanges, and Prior Authorization
No return may be shipped without MEL’s prior authorization and, where required, a return authorization number. Made-to-order, modified, configured, electrical, or electronic products that have already been installed, or products specially ordered, may be non-returnable. Restocking, freight, or inspection fees may apply in accordance with our Return and Refund Policy.
Any return authorization is conditional upon inspection of the products. They must be returned in the condition, packaging, and time frame specified by MEL. Nothing in this policy limits any mandatory rights applicable to a customer who is a consumer within the meaning of the law.
12. Counter Pickup
Where pickup is available, the customer must wait for confirmation that the order is ready. The person picking up the order may be required to provide the order number, identification, or company authorization. Uncollected orders may be subject to storage fees or cancelled after reasonable notice, subject to the agreed terms.
13. Priority of Agreed Terms
Specific terms set out in the quotation, order confirmation, master agreement, credit agreement, or invoice prevail over this policy in the event of any discrepancy. Terms stated on a customer purchase order are binding on MEL only if they have been expressly accepted in writing by an authorized MEL representative.
14. Governing Law
This policy and the orders to which it applies are governed by the laws of Quebec and the applicable federal laws of Canada, subject to any mandatory provision and any contrary written terms accepted by MEL.