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There is no minimum order for RETAIL orders. You can order by phone, email or at our website (preferred method) with our secure on-line order processing system. If you order by phone or email add all specifications required, including quantity, item number, description, price, name, shipping address, telephone number and email address.
|Telephone orders:||866.989.9972 from 9 am to 4.30pm PST|
We ship with 2 main carriers: Canada Post and FedEx. Shipping charges may vary from the amount indicated by the automatic shipping calculator since the weight calculated in the website may differ from the actual package weight due to the packaging material. For more details please refer to the Shipping Page.
Pick Up Orders
Orders can be picked up at our offices between 9am and 4pm EST. Evening and weekend pick up can be arranged. However, you still need to place your order through our website so that we can prepare your order. Once prompted at the shipping section choose 'Pick up in Ajax Ontario'. Before coming to our office please call first at 416.995.8755 to make sure that your order is ready.
All products are usually in stock and readily available. However, although we are constantly increasing our inventories, it may happen that an item runs out-of-stock. Please advise us you desire the item back-ordered as out-of-stocks are not automatically back-ordered.
Missing / Wrong / Damaged Items
Earthtones Naturals takes great care in packing orders. Please check the enclosed packing slip against the actual shipment. Any discrepancies or wrong items must be reported within 5 business days after receiving the order. Also, please keep the packing slip as we may request a copy of it in order to double-check the packed items with our own list we have on file. Items are typically checked off on the packing slip and the packing slip is signed by the packer.
|Order Discrepancies:||Missing items or wrong items must be reported within 5 days after receiving the order. All sales are final after five days.|
|Damaged Items:||If packages are damaged upon receipt, you must contact us within 5 business days after receiving the order and also the shipping carrier (Canada Post, FedEx) immediately in order to make a claim as we can not take responsibility for damaged packages. We will then file a claim with the carrier.|
All returns must be pre-approved. In the event of a shipping error we'll reship the correct item(s). If orders are returned to us without authorization and/or after the allowed return period we reserve the right to send it back to the customer without notice or charge a restocking/discarding fee of 15% of the original purchase price. For get a RMA (Return Merchandise Authorization) please call us at 866.989.9972 or use the Contact Form.
Risk of Loss
All items purchased from Earthtones Naturals are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier. We can not take responsibility for the shipment (i.e. in case of lost packages we will not refund anything and/or re-shipping will be on the customer’s cost). However, we take effort in tracking the package and file a claim and notify the buyer of the outcome. Please note that all shipments through Canada Post come with $100 insurance coverage. If you would like more you'll need to purchase it. If this interests you, please indicate this in the Order Comments section of your order.
We offer various payment options including PayPal, credit cards (VISA, American Express and MasterCard) and Interac Money Transfers.
Rejected Credit Card Transactions
When a transaction is declined for Address Verification Service (AVS) or Card Code Verification (CCV), the transaction may still be approved by the card issuing bank. This means that the requested funds have been placed on hold. This is not an actual charge to the credit card and the card issuing bank releases funds back to the card after the authorization expires (usually within a few days depending on the credit card issuing bank). If requested, a hold can potentially be voided by contacting the customer’s credit card issuing bank. To avoid funds to be put on hold, do not re-try to process a credit card transaction that has been rejected on a first try.
For residents of the Province of Ontario, a sales tax of 13% is applicable. If residents of Ontario are not charged taxes for any reason, we reserve the right to charge taxes even after a purchase has made.