All orders are shipped the next business day directly from our blending facility in Ontario Canada, with the following exceptions:
We typically do not ship on Fridays, as we want to ensure our products arrive in the freshest possible condition, without risk of sitting in transit over a weekend. In addition, during periods of extreme cold, we may need to delay shipping of our water-based products (cleansers, moisturizers and lotions) to distant or remote locations for up to several days. This is to ensure that they arrive safely, as they are in glass containers and thus susceptible to breakage due to freezing.
We offer free shipping for all orders $75 and over from within the province of Ontario, and all orders from the other Canadian provinces* and the continental USA that are $95 and over.
*Unfortunately, we cannot offer free shipping to the Northwest Territory, Yukon Territory or Nunavut. You can track your order from our website with the ‘track your order’ option on the right side of the home page. Enter your order number and get your tracking number and information from there. Once you have your tracking number, enter it at www.canadapost.ca to view the status of your shipment.
For US shipments, go to www.usps.com and provide your tracking number.
By using these shipping methods we reduce fuel usage and our carbon footprint. We also include a minimum of paperwork with our shipments (full details and application instructions are available for all our products on our website). This approach is in keeping with our policy of providing you with the cleanest products possible with the least environmental impact.
All orders are shipped complete. In rare instances where a product is not available for immediate shipment, we will notify you immediately and will expedite shipment as quickly as possible – or, we will cancel the order and refund your money – your choice.
In the event an incomplete address is entered by the customer and the product is returned to us by the shipper, the customer is responsible for the cost of the return shipping plus reshipment of the order.
We offer a full money-back guarantee on all of our products. If you are not completely satisfied with your purchase, you can return products for refund, replacement or exchange within 30 days of receipt.
To make a return, send an email to firstname.lastname@example.org requesting a return authorization number – or, call us at (613) 770-0254. Please make sure to indicate your order number if possible, and the item(s) you wish to return and the reason for the return. We will respond with your return authorization number, plus the address to which to return the product within 24 hours.
Once you have received your return authorization, please make sure to package the items well. We will not be able to honour credits for merchandise that comes back to us damaged. You may want to insure your package. Once you have received your return authorization number, please write it on the outside of the package along with the return address you received. Simply return the product to us within 30 days of your purchase for a full refund of your original purchase price for the goods in question (original shipping charges not included).
All returns must be shipped by ground postal service to avoid any customs and brokerage charges. Customers are responsible for return shipping charges.
Damaged goods/Incorrect shipment:
If you have received a damaged or incorrect item, please send an email through the Contact Us page or call us at (613) 634-7601. Please reference your order number and we will provide instructions for returning the item and obtaining a replacement. All items must be reported within the 30 day return policy period. Please keep proof of postage to facilitate your claim should goods be lost in transit. We endeavor to handle all returns within 15 – 20 working days. We cannot guarantee credit without confirmation of delivery.
Ordered the wrong item? Simply place an order online for the correct item and return any item(s) that you do not want in their original condition following the ‘Return Procedure’ instructions above. Unfortunately, you will incur the shipping charges.
If your order is refused upon delivery and returned to us, we will charge a restocking fee of $15 Cdn. plus any return shipping expenses. If your order is returned to us because of a mistake in the address that was entered by you, we will have to charge you for the return shipping charges. To ensure proper delivery, please ensure you have included your full address including postal code, apartment number and phone number.
In the event you entered an incomplete or incorrect address when ordering and the product is returned to us by the shipper, we will charge a restocking fee of $15 Cdn. plus any return shipping expenses.
Please be aware that we often process orders the same day they are placed or the next day, so you may not be able to cancel your order after it is placed. If you request to cancel your order and it is boxed and waiting for pick up by the delivery service, you will be refunded the amount of the order less 15% of the product price as a restocking fee.
Method of Credit:
We will credit you via the same method of payment used for the order. Credit card refunds usually take several days to show up on your account.
Our Commitment To You:
- To purchase our raw materials from ethical, fair-trade, sustainable growers
- To continue to provide the cleanest all natural products at a “fair” price
- To uphold our policy of no animal testing and no use of animal byproducts
- To empower you through education and awareness
- To back our products fully with a 100% money back guarantee
In turn, we’d like to thank you for your commitment to Awaken My Senses. We look forward to a long and healthy relationship with you!