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Frequently Asked Questions
Troo-viye
It's a French word that means "a lucky find" or something lovely that you stumble upon by chance. A bit like when you find that perfect souvenir in a marketplace on your travels. :)
Trouvailles is a travel subscription service that sends you a curated box of 6-8 imported AUTHENTIC fun, exciting foods and interesting items from a new destination each time. It feels as if a good friend just returned on a trip with a suitcase full of exotic foreign goodies for you!
You’ll enjoy our Trouvailles boxes if you’re an avid traveller, if you often experience wanderlust and wish you were off travelling (but perhaps due to work/life commitments or the current world pandemic), or if you simply wish to experience different worldwide cultures in a fun, convenient way.
Each box includes 6-8 full sized items: several food/snack items, as well other products ranging from home decor to bath & body, accessories, kitchen items, and cultural or artisan-crafted goods. You’ll also find a discovery booklet that tells you more about each product and the featured destination, as well as a collectible postcard.
We’re not fans of junk and clutter either! So our promise is that your box will always include high quality consumable and useful products. You won't find Eiffel Tower keychains or "I 🖤NY" shot glasses here.
Each box features items made only in that month’s featured destination. For example, a Brazil box would only include products and brands that are made and imported exclusively from Brazil.
That’s easy! We have flexible plans so you can sign up for a single box, a half year plan (3 boxes) or a full year plan (6 boxes). Boxes are delivered bi-monthly (e.g. January, March, May etc).
When you sign up for a subscription, you’ll select the plan that you’d like.
Of course! Trouvailles boxes make a wonderful gift for a broad age range (they’re always family-friendly) and they’re appropriate at any time of year. The first box includes an optional gift message.
You can gift Trouvailles as a single box, a half year plan (3 boxes) or a full year plan (6 boxes), which is delivered bimonthly (e.g. January, March, May etc).
All subscribers to our Globetrotter full year plan (including the full year gift plan) are eligible to receive a free anniversary reward when their plan renews. The reward will ship along with the first box of the renewed subscription. Globetrotter subscribers who cancel or downgrade their subscription will not eligible to receive the anniversary gift.
Shipping
We currently ship to Canada and the U.S. In the near future we hope to ship to additional countries as well!
We offer flat rates based on zones, starting at C$6.50. Please see our Shipping page for full details.
Trouvailles boxes ship bi-monthly (January, March, May etc.) between the 10th to 15th of each month. You will automatically receive a shipping confirmation email with a tracking number when your box ships.
Log into your customer account then click on Manage under the “My Subscriptions” section. From there you can update your shipping address.
Definitely! With each box you will receive a shipping confirmation email containing a tracking number.
We’re working with the best shipping services to get your box delivered as fast as possible! For now, all boxes are still being delivered in a timely manner. In the event of postal delays, we will keep you updated by email.
There are a few things you can do if you haven't received your box yet:
- Give it 2-3 weeks and check the tracking number from your shipping confirmation email.
- If it's been longer than 3 weeks, please email us at support@trouvaillesbox.com for assistance. We’ll be happy to help track down your package or issue a replacement or refund when appropriate. However, note that we are not responsible for lost or stolen packages.
We require all customers to carefully ensure that their address is entered in correctly at checkout. Once your order is mailed, we have no control over it in terms of re-routing while it is in transit. Furthermore, we get billed with a return fee for the package to be sent back to us.
If you would like to have it re-shipped, this will incur the return fee as well as a reshipping fee, which we will confirm on an individual basis depending on your location.
Alternatively, if you would like a refund, the return fee and original shipping fees will be deducted from the total amount.
For further assistance please contact us at support@trouvaillesbox.com
Oh no! We make sure to pack all items super securely in heavy duty crush-proof boxes but once in a rare while something might get damaged in transit.
We want you to enjoy a lovely Trouvailles experience so please email us a photo of the damaged item(s) at support@trouvaillesbox.com and we’ll help you out right away.
Billing
Our billing is currently only displayed in Canadian dollars. Our boxes are CDN$50 which is converted to approximately US$38 - please note that this cost already includes shipping so you will not be charged any additional fees for postage.
For your first box, you will be billed as soon as you complete the checkout. For subsequent boxes, you will be rebilled around the 30th of every other month, for the length of the subscription you chose.
For gift boxes, you will be charged the full amount in advance since there is no rebilling or renewals later on.
Log into your account, click on “Manage” under the My Subscriptions section, and then click on Billing Details on the bottom-left of the screen. You’ll then see an option to update your credit card details.
Absolutely! Pausing your subscription is really handy if you’d like to skip a box, or if you’re going to be away from home for a while. Log into your account, click on “Manage” under the My Subscriptions section, and then click on Subscription Settings on the bottom-left of the screen. You’ll then see an option to pause your subscription.
We’d hate to see you go, so we first want to let you know that you can choose to simply pause your subscription for a month or two (skip a box) if you prefer and you won't be billed for those months.
If you’d still like to cancel, log into your account, click on “Manage” under the My Subscriptions section, and then click on Subscription Settings on the bottom-left of the screen. You’ll then see an option to cancel your subscription.
★ Please note that any boxes that you have already paid for (including gift boxes) will still be shipped. If you had signed up for a half year or full year plan, the commitment terms will have to be respected before cancelling. If you cancel prior to your subscription plan ending, you will still be billed for the remainder of that subscription period.
★ If you do not cancel your membership prior to your subscription renewal, your subscription will automatically renew for a new subscription period of the same amount of time.
In order to help us efficiently manage inventory and subscriptions, please ensure that you cancel at least 24 hours before your upcoming renewal date to receive a full refund for the remaining boxes. Cancellations that are submitted in less than this time will only take effect for the next box (two months later).
other
From time to time we will have past boxes and mystery grab bags available for purchase online. Sign up to our mailing list to be alerted when these go live.
YES! When we have any leftover inventory, it is listed in the Bazaar. You can order it as an ad-hoc order, or add it to your next box shipment.
Unfortunately we currently are not able to provide customization. A full list of ingredients for food items are included on the food packaging itself or allergy alerts in the accompanying booklet.
Our boxes are family friendly and suitable for all age groups!