Frequently asked questions
Currently we ship to Canadian and US consumers.
1. General Information
All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and at your request, either refund you the total amount of your order (using the original method of payment), or offer a substitute (with appropriate price & shipping adjustments) or add you to our waiting list for the item (prepaid is best but optional).
2. Delivery Location
Items offered with free shipping on our website are only available for delivery to addresses in CANADA. All US orders have a flat rate of $50 CAD.
3. Delivery Time
Estimated delivery time is not provided to you. Delivery times, if quoted, are estimates only, and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Unless there are exceptional circumstances, we make every effort to fulfill your order within 3-7 business days of the date of your order. Business days mean Monday to Friday, except holidays. Please note we do not ship on Saturdays or Sundays. Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. We do not break up orders into multiple shipments, so you can expect your order to ship all at once (it may be a multi-piece shipment).
4. Delivery Instructions
You can provide special delivery instructions on the check-out page of our website.
5. Shipping Costs
Shipping costs for across Canada are included in the price. To find out how much your order will cost with Sales tax, simply add the items you would like to purchase to your cart, and proceed to the checkout page. Additional shipping charges may apply to remote areas or for large or heavy items. Where at all possible, you will be advised of any charges on the checkout page, however we reserve the right to inform you of additional charges for large or heavy items to remote areas, and you have the option of paying for these charges or cancelling all or part of your order accordingly. Sales tax is charged according to the province or territory to which the item is shipped.
International orders have a flat rate of $50 CAD. Currently we only ship to the USA and CANADA.
6. Damaged Items in Transport
If there is any damage to the packaging on delivery, contact us immediately by email: firstname.lastname@example.org
If you have any questions about the delivery and shipment or your order, please contact us by email: email@example.com
8. Unclaimed Shipments
We ensure that your order ships to the address provided by you. We do not verify the address and do not assume any obligation for ensuring its accuracy. You alone are responsible for notifying us of any address discrepancies or changes when you have placed your order. Once your order has shipped, it is no longer under our control. You will receive a tracking number for your shipment and it is your responsibility to monitor the progress of the shipment.
We do not “safe drop” orders. This means that if nobody is home, the parcel will be carded for pickup at a retail post office or may be transferred to a courier pickup location. You should receive a card in your mailbox or at your door stating that delivery was attempted. We do not track your shipment for you. If the shipment is not picked up within a prescribed period of time, you may receive a final notice. This notice will indicate the deadline for picking up the shipment. If the shipment is not picked up by this date, it will be returned to us postage or courier fees due. We are not responsible for these notifications and no liability is assumed by us for missing notices.
Unclaimed orders cannot be re-shipped. These orders are cancelled, and any refund will have the costs of shipping and handling deducted (including the cost of the return shipment to us). We do not assume any responsibility for informing you of unclaimed orders or subsequent refunds and charges. All returns which are not claimed at the local UPS/Canada Post and are returned back will be subject to a 20% (minimum $10.95) Restocking Fee.
Additional shipping fees will be charged after order is processed if shipping information is not accurate.
How will I be notified of my order confirmation?
Our order communication process.
- Order Placed: You will receive an email confirmation that your order has been placed. If you have questions about the order you placed with us, reply to the order confirmation email that you received when you placed your order. You can also email firstname.lastname@example.org.
- Order Completed: You will receive a shipping confirmation email when we have processed your shipment. Use the tracking number and links we provide to track your order. (the order has been completed and its shipment booked with the carrier). Allow up to 48 hours for the tracking number to be active in the carrier’s online system.
- Order Delivered: You will receive a delivery confirmation email (as well as delivery exceptions).
If you’ve placed an order, contact us by replying to the email we sent you.
If you haven’t received an order confirmation email, or if you have pre-order questions, you may reach us through our customer helpdesk by sending an email to us at: email@example.com
We will refund 100% (less shipping charges) only on items that are returned in NEW CONDITION within 30 days from the date of purchase. We will issue a store credit if product(s) have been used/stained/damaged, as they are no longer in resell-able condition.
You have 5 days after receiving your order to contact support with any damage issues that happened during shipping.
- Additional shipping fees will be charged after order is processed if shipping information is not accurate.
- We cannot accept returns for items that have been damaged in any way, unless the damage is due to a defect in the product or as a result of damage during shipping by us.
- Customers are responsible for paying all return shipping fees
We are unable to accept returns on international orders (i.e., USA).
Please note that for orders to USA, if any additional tax, duty, or brokerage fees were applied by US Customs, these fees will not be refunded
Please be sure to properly insure your package(s). Purolator/UPS/Canada Post, all provide tracking and insurance. We cannot assume responsibility for items that are lost or damaged in the mail when being returned.
Once we receive the merchandise back from you, we will send you an email confirming that your return has been processed. If a refund is due, we will issue a credit at that time.
Please allow at least 10 business days for your return to be processed. If you have any additional questions or concerns, please contact: Support@rituallifeartistry.com
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