Shipping
- Each order is prepared and shipped within 3–5 business days.
- Once it ships, delivery takes 2–4 business days to Québec & Ontario and 3–7 business days to the rest of Canada. Tracking is provided for every order.
- We currently ship within Canada only.
Shipping rates
A flat rate per order, by province or territory, before tax. You see it in your total before you pay.
| Ship to | Rate |
|---|---|
| Ontario | CA$12.95 |
| Québec | CA$14.95 |
| Alberta | CA$15.95 |
| British Columbia | CA$16.95 |
| Manitoba | CA$16.95 |
| Saskatchewan | CA$17.95 |
| Nova Scotia | CA$18.95 |
| New Brunswick | CA$18.95 |
| Prince Edward Island | CA$19.95 |
| Newfoundland and Labrador | CA$22.95 |
| Yukon | CA$25.95 |
| Northwest Territories | CA$28.95 |
| Nunavut | CA$28.95 |
If something is wrong with your order
Damaged, leaking, wrong or missing items: tell us within 7 days of delivery (the date Canada Post shows) at aura.elixir@outlook.com, with your order number and three photos:
- the parcel, with its shipping label visible;
- the packaging as you opened it;
- each affected bottle, with the lot number on its label readable.
We reply within one business day. Once we have checked your photos against our packing record, we send a replacement, or refund the item if you prefer or if it is out of stock.
- When we ask for the item back. For claims over CA$75, when the photos do not show the problem, or for a second claim within 12 months, we send you a prepaid label and replace or refund once the item reaches us.
- Missing item. Every parcel is photographed and weighed before it is sealed. If our record shows the item was packed, we open a trace with Canada Post and settle your claim when it closes, usually within 10 business days.
- Tracking says delivered but you have nothing. Check with neighbours or your building's mailroom, then tell us within 7 days and we open a trace. Orders over CA$150 ship with signature on delivery.
- Skin reaction. Stop using the product and follow our safety guide. Write to us within 14 days with your order number and a photo of the bottle showing its lot number: we refund the product. Please keep the bottle; we may ask for it back to check the lot.
Returns
- Changed your mind? Unopened products, seal intact, can be returned within 14 days of delivery. Write to us first: essential oils are flammable liquids and must travel by ground with the right markings, so we send you a prepaid label and the marking to put on the box. Please don't post oils back on your own.
- We refund the products once they reach us and we have checked the seal and the lot number. The return label is deducted from the refund (we tell you the amount before you agree), and the original shipping is not refunded.
- Opened products can't be resold, so they can only be returned under the problems above.
- Refunds go back to your original payment method within 5 business days of approval; your bank may take a few more days to show it.
Keeping this fair
Replacing an item without asking for it back is a courtesy we can offer once per customer in any 12 months. We keep a record of claims by account, email and delivery address, and we may decline a claim that does not match our packing record. If a payment is disputed with a bank after a claim has been settled, we share our records with the bank. None of this limits your rights under Québec or Canadian consumer law.
Questions
Anything else about your delivery or a return: aura.elixir@outlook.com.