SHIPPING & RETURN

SHIPPING

The ordered and paid-for items will be shipped within 3 to 7 business days (excluding weekends and holidays), unless otherwise stated in the product description. We primarily ship via Purolator, Fedex, Canpar, and GLS. After leaving our headquarters, our carriers typically deliver within 5 business days for standard shipping. You will receive an email notification from us containing tracking information once your order has been shipped. Some items may be shipped in separate boxes but will not incur additional shipping charges.

Once the package has left SELV  and is in the hands of the carrier, we are not responsible for delivery delays due to adverse weather conditions, if a package cannot be delivered due to address or error errors. other unforeseen delays related to courier services.

International orders may incur customs fees as well as variable delivery times for which SELV assumes no responsibility.

 

ORDER CANCELLATION

At SELV, we work hard to help you receive your orders as quickly as possible. So, as soon as payment is accepted and the order is confirmed, it is immediately being shipped. Unfortunately, this means that no changes can be made to your order once it has been placed.

PROBLEM WHEN RECEIVING YOUR PACKAGE

If you have any problems with your order (not received, not what you expected, etc.), PLEASE contact us so we can resolve the issue. We truly want to please our customers and will always do our best to resolve any situations that may arise.

If your order arrives damaged or defective, please contact us immediately at info@selv.ca so we can assist you and resolve the issue. We will happily replace any damaged item. However, a photograph as proof of the 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. We ask that you please contact us within 48 hours of receiving your package if an item is missing from your order. With photographic proof, you don't need to go through the returns process to receive a replacement or refund. At this time we cannot refund damaged items.

Remember that the products you purchase are handmade and 100% natural. It is therefore normal that variations from one batch to another are normal (slight color changes for example). This has no effect on the effectiveness of the product and can be used safely within the 6 month shelf life.

Upon delivery, you will generally be asked for a signature to take possession of your package. In case of absence, a card will be left in your mailbox, and it will be your responsibility to collect your parcel from the post office. Under no circumstances will packages be left at the door. We do everything we can to avoid loss and theft. If you cannot collect your package from the post office on time and it is returned to us, your order will be refunded, excluding delivery costs. If you request a new delivery, you will be charged the delivery costs.

You can however indicate in the notes, during checkout, that you do not wish to sign, but in this case, you will be responsible in the event of loss or theft. We will endeavor to ensure that the delivery person follows this request. Please note that we are not responsible for the actions of the delivery person once the package leaves our warehouse. If you do not comply with the request and you have to go to the post office, we cannot be held responsible. 

Our current business hours are 9:30 a.m. to 5 p.m. Pacific Standard Time, Monday through Friday, 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. That said, as our products are handmade, it is impossible for us to reimburse you for oils, immersive kits, bath salt, roll-on...

Unfortunately, we are unable to offer exchanges or returns. You buy a product online. 

If a purchase is made from an unauthorized SELV retailer, we cannot assist you with a return or exchange. If you are unsure whether the retailer is authorized or not, please contact us at info@selv.ca

SELV is not responsible for additional shipping costs for returns and we assume no responsibility for refunds or compensation for returned packages lost in transit without proof of delivery to SELV.

Note: We will not be able to reimburse postage for returns, as these are paid directly to our suppliers.

GIFT REFUND

It is not possible to make a return or exchange on a received gift. 

PAYMENT INFORMATION

We offer secure online ordering and accept Visa, MasterCard, American Express and PayPal.

Orders are subject to sales tax in the following provinces: Newfoundland and Labrodor, Saskatchewan, Nova Scotia, New Brunswick, Manitoba, Prince Edward Island, Alberta, Quebec and Ontario. These may change without notice depending on regulations. Taxes are calculated based on SELV physical presence in these states.

All prices are in Canadian. 

CUSTOMER SERVICE

For any information, please contact us via the page CONTACT US.

Response time varies between 12 and 24 hours