Shipping Policy

PROCESSING ORDERS

While we strive to process all orders within 3-5 business days, please be aware that delays may occur due to various factors such as high order volumes, staffing issues, or inclement weather. Your patience and understanding during these times are greatly appreciated.

Orders are fulfilled and shipped in the order they are received, with our business hours being Monday through Saturday. Orders placed after 9 a.m. on Friday or over the weekend will be processed on the following Monday.

Once your order is processed, delivery times can vary between 1 and 14+ business days depending on your location and chosen shipping method. Please be aware that shipments may experience delays due to unforeseen circumstances. We recommend tracking your shipment closely and reaching out to us with any concerns.

Please be advised that if you choose to decline "Route Protection", Susan Cadena Natural Cosmetics will not be held responsible for any lost, stolen, or damaged packages. However, we are always here to assist you with any concerns that may arise. Kindly ensure that you provide accurate address and contact information as it is the buyer's responsibility. Address changes will only be made upon request or with your authorization.

NOTICE: We reserve the right to reject processing any orders that we suspect to be fraudulent or contain unauthorized activity. In such cases, we may cancel the order or contact you via email for further verification. Thank you for your understanding and cooperation.

SHIPPING OPTIONS

We have eliminated the need for signatures on our shipments. If you wish to have signatures required on your deliveries, please contact us via email.

Susan Cadena Natural Cosmetics takes pride in offering worldwide shipping options through various couriers such as Canada Post, DHL, UPS, Purolator, and FedEx. Please note that Free Shipping is only available with Canada Post's standard shipping and a minimum order value of 200 CAD.
Orders are processed and delivered to valid addresses only on business days (Monday – Friday, excluding major holidays).

Kindly be aware that any additional customs charges or fees incurred after your package has left our premises are the responsibility of the buyer. Refusal to pay customs fees may result in your order being returned with no refund for shipping costs. We also reserve the right to charge for return shipping and/or a 15% restocking fee.

Thank you for your understanding.

SHIPPING RESTRICTIONS

Please note that only Canada Post is able to deliver to P.O. Boxes. If you choose a different courier option, we may need to request additional funds due to the change. If you select a courier other than Canada Post and have both a P.O. Box and physical address listed in your shipping details, the P.O. Box will be removed for shipping purposes.

ADDITIONAL SHIPPING FEES

Please note that extra fees may be charged in case the shipping cost to the designated location exceeds the standard rate. Additional shipping charges may apply for larger orders due to the parcel's weight. Should there be an error in our system's calculation of shipping expenses, we reserve the right to request any supplementary shipping fees from you. Thank you for your understanding.

LOCAL PICKUP

In order to provide enhanced support to our local community, we now offer complimentary home delivery services within Regina, Saskatchewan. Residents placing orders within the city walls are eligible to receive a 10% discount on all purchases. Unfortunately, pickup options are currently unavailable.
When selecting "home delivery" at checkout, your order will be prepared for shipment and delivered to your doorstep within 24 hours. You will receive a notification via sms and email once your order is ready for delivery. Please ensure that you are available to receive the goods in person within the specified timeframe.

If personal delivery is not possible, we will discuss alternative options such as leaving the items at your door, a nearby location, or scheduling another delivery attempt. It is important to note that once authorization is given to leave the goods, we are no longer liable for any damages or theft that may occur, and no compensation will be provided.

What if I want to add or remove something from my order?

Please note that we are unable to guarantee changes to orders once they have been placed. If you would like to request a modification, please contact us via email and we will do our best to accommodate your request. Please be aware that for large or heavy additions, additional shipping charges may apply or you may be asked to place a separate order which can be combined with your original order.

CANCELLED ORDERS

Please be advised that a 15% restocking fee will be applied if you decide to cancel an order that has been fulfilled, picked, packed, and prepared for shipment.

LOST, STOLEN OR DAMAGED PACKAGES

If your order is damaged or lost and you did not opt-in for route protection, please contact us via email with pictures and detailed information. We will initiate a claim with the courier, which may take some time. Your patience and understanding during this process are greatly appreciated. Please note, refunds or replacements for orders over $100 value will only be approved once the claim has been processed and approved. If your tracking number has not been updated within a few days, please feel free to reach out to us for a prompt investigation.

ROUTE PROTECTION

What is Route Protection?
Our partnership with Route allows us to offer package protection against lost, stolen, or damaged parcels during transit. Route Package Protection is a shipping insurance solution that guarantees the safe delivery of your parcels and provides the peace of mind and support needed in the event of a shipping mishap.
It can be overwhelming and frustrating when something goes wrong with your package, and you're not sure where to turn for help. For a small additional fee, Route provides a quick and easy resolution through their self-service portal. We are also available to offer further assistance if necessary.

Let’s Work Together

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