Shipping policy
Where Do We Ship:
We are a local GTA online company and currently only ship within Canada. If you are in the U.S., please reach out to us at orders@aebodycare.ca and we would be more than happy to try and accommodate your request. Unfortunately, we do not currently offer International shipping but are open to it in the future. We thank you for your understanding at this time.
Local Delivery:
We offer local delivery within a 6km radius of our East York neighborhood. If you are within this radius, there will be an option at checkout to select our local delivery option. Deliveries are completed 1-2 business day after order fulfilment. If you reside in an apartment or condo, please provide a buzz number and phone number to organize a time and day for delivery. If you are just outside our 6km reach, please feel free to reach out to us at orders@aebodycare.ca and we would be more than happy to try and accommodate your request
Shipping Estimates:
When Does My Order Ship Out?
While our standard goal is to dispatch all orders within one to two business days (Monday - Friday), please anticipate potential delays during peak seasons.
How Long Does Shipping Take?
To expedite your parcel's delivery, we utilize a range of Mail Carriers. Here is a general estimate of the delivery times based on location:
- Local (Toronto, GTA): 1 Business day
- Regional: 1-3 Business days
- National: 2-7 Business days
It's essential to note that these shipping times are estimates and exclude the order processing period. Unforeseen issues that Post Companies may encounter are beyond our control. Additionally, please be aware that business days refer to Monday through Friday and exclude statutory holidays.
Missing / Damaged Item Policy:
At Ancient Elements, we strive to ensure the accuracy, snugness and completeness of every order that leaves our facility. However, we understand that occasional errors and bumps may occur. If you find that an item is damaged or missing from your order, please follow our Missing / Damaged Item Policy outlined below:
Notify Us Promptly: If you discover that an item is damaged or missing from your order, please contact our customer support team within 7 days of delivery. You can reach us by email at orders@aebodycare.ca. We appreciate your prompt communication to help us address the issue efficiently.
Available Options: We offer several options to rectify the situation:
Reshipment: We can promptly ship the damaged or missing item to you to ensure you receive the complete order.
Refund: If you prefer, we can issue a refund for the damaged or missing item amount.
Next Order Inclusion: Alternatively, we can include the damaged or missing item in your next order, ensuring a seamless delivery experience.
Reporting Unordered Items: In the rare event that you receive an item you did not order, please consider it a gift from us. Feel free to enjoy the unexpected surprise or share it with someone who might appreciate it. However, if you have concerns or preferences regarding the unordered item, please let us know, and we will do our best to accommodate your needs.
Contact Information: To report damaged or missing items, or address any concerns, please contact our customer support team at orders@aebodycare.ca. Our dedicated team is ready to assist you and ensure your satisfaction with our products and services.
Thank you for your understanding and cooperation. We value your trust in Ancient Elements, and we are committed to providing a positive shopping experience.
Tracking My Order:
How will I be informed when my order is shipped?
You'll get an email notifying you that your package is on its way with a tracking number included, depending on what service was selected.
My package is marked as delivered, but I haven't received it. What steps should I take?
We understand that encountering discrepancies in tracking information can be frustrating. If you find yourself in a situation where the tracking status indicates delivery, but you haven't received your package, please follow our Tracking Issues Policy outlined below:
Verify Tracking Information: Before reaching out to us, we recommend checking your provided tracking number. This will help you understand the delivery status and where to initiate your search. Occasionally, notes may indicate alternative delivery locations on your property, such as a back or side door.
Community Mailbox or Building Residents: If you live in a building or utilize a community mailbox, please be aware that your package may be delivered to a centralized location rather than directly to your door.
Check with Local Post Office: If your tracking information suggests delivery to a post office, but you haven't received a delivery attempt slip, we recommend contacting your nearest post office promptly. Be prepared to provide your tracking number for reference.
Contact Us with Tracking Number: After verifying the above steps and if your package is still not located, please reach out to us with your tracking number. Our customer support team will initiate a non-delivery claim on your behalf.
Resolution Process: Please note that, for your security, we are unable to ship replacements until the non-delivery claim has been resolved. We are committed to ensuring that you receive your order accurately and appreciate your patience during this process.
For assistance or to report tracking issues, kindly contact our customer support team at orders@aebodycare.ca.
I Made a Mistake on My Address:
Regrettably, once an order has been shipped, we are unable to modify the delivery address. In the event that the item is returned to us due to an incorrect address, we will gladly make the necessary changes and resend the parcel, with the additional shipping costs at your own expense. It's important to acknowledge that this process may result in a longer delivery time and be subject to supplementary fees. We appreciate your understanding and cooperation in ensuring a smooth delivery experience. If you have any concerns or questions, please don't hesitate to contact our customer support at orders@aebocydare.ca for further assistance.
I Want to Cancel My Order:
We recognize that circumstances may arise requiring order cancellations. Should you wish to cancel your order, please contact us before your order has been shipped at orders@aebodycare.ca. It's crucial to note that once an order has been shipped, we are unable to process refunds. We appreciate your understanding and encourage you to reach out to our team at the earliest convenience for assistance with your cancellation request. Your satisfaction is important to us, and we will do our best to accommodate your needs.