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Star System - Sanofi

Order & Shipping

These are some of the most important points that you need to know about order & shipping. To view the complete text of the Conditions of Sale, click here.

How do I place an order?

To place an online order, you must be a Canadian resident of at least 18 years of age and have a valid accepted credit card.

Prices posted on this website do not include applicable taxes. Taxes will be charged and added to your order. All prices and other amounts are in Canadian dollars. All orders are payable in full, in Canadian dollars, with a valid,accepted credit card when you place your order.

An email confirmation of your order will be sent to the email address you have provided in the Cart section of the website. This confirmation serves as your invoice and you should retain a copy for your records.

I have problems using the shopping cart, what should I do?

If you experience difficulties while placing your order, please contact our Customer Care Center.

Is my purchase made on a secured server?

Yes, we provide a secure shopping experience.

What is the Credit Card Security Code?

The credit card security code is the three to four digit numbers in the front or back of your credit card.

I have not received my email confirmation after I placed my order. What should I do?

If you have not received your email confirmation after you have placed your order within 48 hours, please contact Customer Care Center.

What do I need to know about the Refund Policy?

All online purchases are refundable within thirty (30) days of purchase, provided the product has not been modified, tampered with, altered or misused.

To obtain a refund for online purchases, you must contact the Customer Care Centerwithin thirty (30) days of your purchase date of the product. Your refund will be processed once you have returned the product in the same condition as when it was purchased including all related manuals and accessories. The same card used to make the purchase will be credited to process the refund.

Shipping and handling ("S&H") charges are non-refundable. .

What do I need to know about the Exchange Policy?

If there is a shipping error from our part or if your order has been damaged during transportation, You must contact the Customer Care Centerwithin five business (5) days of your receipt of the product. We will provide you with free shipping arrangements to return the product and we will replace the product free of charge.


How do you ship online orders?

Online orders are shipped via Canada Post to the Canadian address you provided on your order.

Where do I see the shipping rate for my order?

Delivery charges are not included in the price of the product and include preparation, packaging and shipping fees. Applicable delivery charges are specified at the time you place your order and are included on the invoice. Delivery charges are subject to applicable taxes.

Do you ship outside Canada? I am a Canadian resident but I would like you to ship the product outside Canada. Is it possible?

No, we only ship online orders within Canada.

Can I pick-up my online order?

No, you can’t pick-up your online order. We only ship online orders via Canada Post.

How long would my online order take to prepare and to ship?

If you place your online order by 3PM EST Monday to Friday, your order will generally be prepared and shipped the same business day. Otherwise, your order will be prepared and shipped by Canada Post the next business day.

What is the anticipated delivery time?

The anticipated delivery time by Canada Post is indicated when you place your order and should be added to the order preparation timeline. This information should be viewed as an estimate for information purposes only. The delivery time may be longer in certain regions.

Can I track my order?

A tracking number will be included in your shipping confirmation email so that you can track your online order via the Canada Postwebsite during shipment.


What is the warranty on my iBGStar TM?

In addition to any applicable statutory warranty, Sanofi Canada grants at no additional cost a five (5) year from the date of purchase of the iBGStar™ a personal and non-transferable limited warranty.

Your iBGStar™ is covered for a 5 year period from the date of purchase.

You will be automatically registered for the warranty once you have finalized your purchase on-line.

The warranty does not apply if the iBGStar™ has been modified, tampered, altered, or misused. Under this warranty Sanofi Canada will replace, free of charge, your iBGStar™ if it is defective.

To report a defective iBGStar™, you must contact the Customer Care Center.

Except for statutory rights, no other warranties, express or implied, are made.

Sanofi Canada expressly disclaims any other warranties on iBGStar™.


Conditions Of Sale

The Conditions of Sale and all related matters are governed by the law of the Province of Quebec. Any dispute between relating to the Conditions of Sale will be submitted to the courts of competent jurisdictions of the District of Montreal, Quebec.

To view the complete Conditions of Sale, click here.

Please contact our Customer Care Centerfor questions regarding the Conditions of Sale.

sanofi-aventis Canada Inc.

2150 St. Elzear Blvd. West

Laval, Quebec H7L 4A8

Discover the iBGStar

Need Help?

Customer Service

We're here to help in any way we can.

1 888 852-6887

In case of emergency, contact your health professional or emergency medical response.

If you have questions, we’re here to help. Here are some answers to many commonly asked questions. If you don’t find your answer here or still need help, try completing the ASK US form, visit the FAQ section, or call our Customer Care centre.

1 888 852-6887

Call to speak with a knowledgeable Sanofi specialist or visit the FAQ section for more information.

Last updated: February 18, 2016

As of January 1, 2015, STARsystem® will begin a transition to an open, public site, allowing more people to access information on diabetes. For privacy purposes, personal health assessment and health coaching services will be removed from the site.

For more information, please contact the Sanofi customer service at 1-888-852-6887


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