Delivery guarantee
If your parcel is lost by the carrier or seized before it reaches you, we send a replacement of the same items at no cost to you, by the same shipping method. You don’t pay for the products or the shipping a second time.
- The guarantee applies to every order shipped within Canada.
- A parcel counts as lost once the carrier confirms it, or once tracking has shown no movement well past the delivery times on our FAQ and a trace has been opened.
- A seized parcel is one held or destroyed in transit, as shown by tracking or by a notice you received.
Wrong or damaged items
We check every order before it is sealed, but if something is wrong, tell us within 5 business days of delivery with your order number and a photo of what arrived. If we sent the wrong item, or an item arrived broken or leaking, we ship the correct one at our cost. You don’t need to send anything back.
Returns
Because of the nature of these products, we can’t accept returns or exchanges once an order has shipped, and we don’t refund opened or unopened items. This keeps every product we ship sealed and untouched by anyone but us. Orders can be changed or cancelled free of charge until they ship.
Tracking
Your tracking number is emailed within 72 hours of payment. Canada Post, Purolator and FedEx all show live scans, the expected delivery date and where to collect a parcel you missed. You can also look up your order on our tracking page.
How to make a claim
- Check your tracking for the latest scan.
- Contact us with your order number and what happened (and a photo for wrong or damaged items).
- We confirm with the carrier where needed and ship the replacement, with a new tracking number by email.
Questions about this policy: our contact form.