Order and Shipping FAQs

If you need help or have questions regarding your order, delivery, etc., please read this section first.

If your question is not answered below, please e-mail us at:
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Our mailing address is:

Cristal Controls Ltd
1375 rue Frank-Carrel, Suite 14
Quebec City, QC
Canada G1N 2E7

For return authorization, please email us first at

What about shipping costs?

In Canada and USA, shipping is FREE.

Elsewhere, shipping costs vary with the distance we cannot not include them in the purchase price.

Shipping costs will be added to the customer's invoice. We use reliable and competitive carriers but you are of course free to choose your own carrier.

If you want us to include the shipping costs in our purchase price, please e-mail us your exact shipping address and the product or products you want at and we will quote you a price for delivery to your door.

Do you charge sales tax?

No sales tax is charged on orders shipped outside Canada.

Canadian orders will have applicable Federal and Provincial taxes added.

What about customs and duties

We do not collect tax or duties on orders shipped outside Canada. However, please be aware that duties and/or taxes for which you will be responsible, may be charged by your local authorities once your package reaches your country.

For more information please contact your local customs office.

In the USA, our products are covered by the NAFTA treaty and are exempt of duties but there is a small custom clearance charge.

There is no duty on shipments within Canada.

What if a product received is defective?

We hold to the strictest standards of quality control, and all of our products are fully warranted. If by chance you receive a part which is defective, we will replace it without delay. Just contact us by e-mail at for the best return procedure.

If your part is damaged in shipping, the issue can quickly be resolved by notifying carrier.

If any of your questions are not answered here, please contact us.

What if I want to return something?

We are proud of the fact that our products are top quality merchandise, but we understand that sometimes you just aren't happy with something you purchase, whether in a physical outlet or online.

You can return any item for any reason for a refund within 10 days of receipt. Returns must be in good condition, with ALL original certificates, materials and packing.

We must charge a 15% restocking fee and the customer is responsible for return shipping. (Please note...we do NOT resell returned merchandise here on our web site).

What is your refund policy?

Once we receive the return and determine that it complies with our conditions, we will promptly refund you the cost of the merchandise.

Your refund will be credited only to the credit card you used to make the purchase. We ask that you kindly allow two billing cycles for your refund to appear on your credit card statement.

Please note that you are responsible for all shipping and handling costs, as well as duties and/or taxes.

How safe is my credit card information?

When you buy from us, your credit card purchase is processed in real time through secure servers. We don't stock any credit card number. In fact we don't even see your credit card number. Your card couldn't be safer!

Is our privacy protected?

Yes, your privacy is protected. We don't sell, exchange or rent any information, name or e-mail address sent to us by our customers. All communications between our customers and us are strictly private.