SHIPPING & RETURN
SHIPPING
Items ordered and paid for will be shipped within 3-7 business days (excluding weekends and holidays), unless otherwise specified in the product description. We mainly ship by 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 been 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 delivery delays 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 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. Thus, 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 issues with your order (not received, not what you expected, etc.), PLEASE contact us so that we can resolve the issue. 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 faulty, please contact us immediately at info@selv.ca so that we can assist you and resolve the issue. We will be happy to 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 contact us within 48 hours of receiving your package if an item is missing from your order. With the photographic proof, you don't need to go through the returns process to receive a replacement or refund. At this time, we cannot refund any damaged items.
Remember that the products you buy are handcrafted and 100% natural. It is therefore normal that variations from one batch to another are normal (slight changes in color for example). This has no effect on the effectiveness of the product and can be used safely during the 6 month shelf life.
Our current office 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. However, 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 any additional shipping costs for returns and we assume no responsibility for refund or compensation for returned packages lost in transit without proof of delivery to SELV.
Note: we will not be able to reimburse shipping costs for returns, as these are paid directly to our suppliers.
GIFT REFUND
It is not possible to make a return or exchange on a gift received.
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 on the basis of SELV physical presence in these states.
All prices are in Canadian.
CUSTOMER SERVICE
For all information, please contact us via the page CONTACT US.
The response time varies between 12 and 24 hours