SHIPPING Items ordered and paid for will be shipped within 1 to 3 business days (excluding weekends and holidays), unless otherwise specified in the product description. We ship primarily via Canada Post. After leaving our head office, Canada Post usually delivers within 5 business days for standard shipping. You will receive an email notification from us with tracking information once your order has shipped. Some items may be shipped in separate boxes, but will not require additional shipping charges. Once the package has left SELV and is in the hands of the carrier, we are not responsible for delays in delivery due to adverse weather conditions, if a package cannot be delivered due to address errors or other unforeseen delays related to courier services. International orders may incur customs duties and variable delivery times for which SELV assumes no responsibility. INTERNATIONAL MARITIME SHIPPING Please allow up to four weeks for your order to arrive after shipping. Usually this will happen sooner, but customs have the right to hold items and we cannot do anything about it. In addition, we do not pay anything to clear customs duties for you. Please remember that the amount you pay online for your order does not include any taxes and duties that customs authorities may apply on delivery to your country. The payment and knowledge of any taxes and duties that may apply to your purchase are your responsibility and we do not refund any customs or duty charges. For more information on any duties and taxes that may be payable by you prior to delivery of your package, we strongly recommend that you check the website of your local customs office or contact them directly before placing your order. Please note that if you choose not to pay import duties and taxes and return the package, we will be able to refund the order minus the shipping costs paid. Unfortunately, we are not able to ship to shipping company addresses at this time. If an order is placed with a shipping address, it may be cancelled automatically by our system. ORDER CANCELLATION At SELV, we work hard to help you get your orders as quickly as possible. Thus, as soon as the payment is accepted and the order is confirmed, it is immediately dispatched. Unfortunately, this means that no changes can be made to your order once it has been placed. PROBLEM UPON RECEIPT OF YOUR PACKAGE If you are experiencing problems with your order (not received, not what you expected, etc.), PLEASE contact us so that we can fix the problem. We really want to please our customers and will always do our best to resolve any situation that may arise. If your order arrives damaged or defective, please contact us immediately at info@selv.ca so that we can help you and solve the problem. We will be happy to replace any damaged items. However, a photograph as proof of damage / defect is required. If an item is missing from your order? Please provide us with a photo of everything you received, along with the packaging. Please contact us within 48 hours of receipt of your package if an item is missing from your order. With photographic proof, you do not need to go through the return process to receive a replacement or refund. At this time, we cannot refund damaged items. Please remember that the products you purchase are handmade and 100% natural. It is therefore normal for variations from one batch to another to be normal (slight colour changes for example). This has no effect on the effectiveness of the product and can be used safely during the 3 month shelf life. Our current office hours are 9:00 a.m. to 5:00 p.m. Pacific Standard Time, seven days a week, excluding major holidays. REFUND AND EXCHANGE Your satisfaction is our top priority and we will do everything in our power to ensure your happiness with every purchase. We offer a return within 30 days of purchase to your original method of payment. To do so, please return the items securely in the original packaging and use the prepaid return label included with your order. Once we have received the package and inspected the product(s), the total amount minus the shipping charges and $5.00 Canadian for return shipping will be returned to your original payment method. The returned product must have at least 50% or more of the product left in the bottle / jar to be eligible. If the product does not meet the return requirements, an online credit will be issued instead. Unfortunately, we are not able to offer exchanges or partial set returns at this time. Once we have received the returned item(s) at our facility, please allow 10 business days for the return to be processed. If a purchase is made from an unauthorized TFSA retailer, we cannot assist you with a return or exchange. If you are unsure whether or not the retailer is authorized, please contact us at info@selv.ca. SELV is not responsible for additional shipping costs for returns and we assume no responsibility for the refund or compensation of returned packages lost in transit without proof of delivery to SELV. Please note: we will not be able to refund the shipping costs for returns, as these are paid directly to our suppliers. GIFT REFUND If you wish to return an SELV product received as a gift and you do not know where the person who gave it to you made the purchase, please securely package the product(s) and send them to the following address using the shipping method of your choice within 30 days of receipt of the gift: SELV 5524 St-Patrick's Door C, Studio 575 Montreal (QC) H4E 1A8 Please include a note in the package with your email address, otherwise the credit cannot be issued. Once we have received the returned item(s) at our facility, please allow up to 5 business days for us to process the return as a store credit. Please obtain a record of the return shipment. The returned product must have at least 50% or more of the product left in the bottle / jar to be eligible. Please have the return posted within 10 days of making contact, otherwise we will not be able to process the return. PAYMENT INFORMATION We offer secure online ordering and accept Visa, MasterCard, American Express, Discover, Amazon Pay, Google Pay and PayPal. Orders are subject to sales tax in the following provinces: Newfoundland and Labrador, Saskatchewan, Nova Scotia, New Brunswick, Manitoba, Prince Edward Island, Alberta, Quebec and Ontario. These are subject to change without notice depending on regulations. Taxes are calculated on the basis of physical presence in these states. All prices are in Canadian dollars. At this time, we are unable to ship outside of Canada. CUSTOMER SERVICE For more information, please contact us via the CONTACT US page. The response time varies between 12 and 24 hours.