free US & Canada shipping on all orders over $70 CAD
& now shipping to Australia & New Zealand!

Missing/Delayed Shipments:

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We cannot control anything once we ship out your package. If a package states it has been delivered but it is missing, let us know and we can file an insurance claim and send you a replacement package. If your package is delayed/lost, we cannot file a claim until 30 days after the original ship date. After that, we can file a claim and send you a replacement

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Address Errors:

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It is the duty of the customer to provide their correct address when placing an order. If you write in the wrong address and do not contact us before we ship your package out, we will charge you the standard rate for shipping to your country ($10 in USA, $12 in Canada, $20 in Australia/NZ) plus $7 for the return processing fees to replace your package only if it is returned to us from the postal services.

 

If the package is delivered to the wrong address you put in and not bounced back to us, you will not receive a free replacement because some random stranger is now enjoying your blush.

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Returns & Cancellations:

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We do not take returns or offer refunds, and all sales are final with the exception of damaged items. Once an order has been fulfilled or shipped it is considered completed and cannot be cancelled or refunded. All digital gift cards are final sale as well.

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Damaged Items:

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We will happily replace anything that was damaged during the shipping process if emailed within 1 week of receiving your package. We do not replace anything that the customer has broken by accident (ie. dropping on the floor)

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Order Errors by Customers:

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It is the customer's responsibility to make sure they are adding the correct items and shades they want to their cart. If you order the wrong item it is your job to email us ASAP to correct it. If your order has already been shipped, there is nothing we can do about it.

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Combining Shipments:

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If you have placed multiple orders and they have yet to be shipped, we will not combine the orders by default. This is because our shipping fulfillment process is semi-automated and treats every order individually even if there are multiple under the same name and/or address.

 

If you wish to combine these orders, you will have to email us at info@phytosurgence.com. If we receive the request in time, we may be able to combine the shipments but we do not refund any shipping charges as this process creates extra work on our end. We are also charged a vendor fee for any refunds we give, and it would likely end up costing us more than what it is worth to just ship multiple packages to you when taking labour into consideration.

 

Adding Items to Unfulfilled Orders:

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Please note that this is only done if we have the time and/or capacity to accommodate your request via email. There is no guarantee it will happen just because you've emailed in. You must include your original order number, what item and shade you want specifically added, and the quantity desired in your initial email. If you do not respond to our follow up emails within 2 business days, we will ship your order as it was originally placed. Orders will also not be fulfilled if invoices are not paid.

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For the same reasons listed above, you will not be compensated or refunded any shipping costs if we add items to unfulfilled orders even if the additional items pushes your initial order over the free shipping threshold.

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Digital Gift Cards:

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All gift cards purchased are final sale. They are not reloadable, refundable, or adjustable.If you've lost your digital gift card code, you can always email us at info@phytosurgence.com to get it sent back to you. Only one gift card can be redeemed at a time during checkout.

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