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SHIPPING & RETURNS

SHIPPING

All orders are packed in house and sent from our HQ - the Shine Lab in Squamish, BC Canada.  We currently ship with multiple carriers within Canada and to the United States.  We hope to add more countries in the future!

FREE SHIPPING

We offer free regular shipping in Canada and the U.S. on all orders over $70 after discounts and before taxes & fees.

PAID SHIPPING 

Occasionally we need to select an alternate carrier than the one selected at checkout.  These decisions are made in the customer's best interest and we will always ensure the delivery times are similar to the one quoted at checkout.  

LOCAL PICKUP

Local pickup is available to customers of the Sea to Sky community of British Columbia, Canada.  This option is only available at checkout to residents of this area.  If you will be in Squamish and would like to pick up your order, let us know and we will happily refund the shipping fees when you arrive to pickup your items.

When your order is ready, we will email the address you provided to arrange a pickup time.  Pickups are generally scheduled Monday to Saturday between 11am and 4pm at the Shine Lab #1 - 2557 Mamquam Road, Squamish BC. 

Shine Lab Boutique is open Thursday to Saturday 11am to 4pm for in person shopping and offers refills of most Eco Alchemist products.

PROCESSING TIMES

We aim to process all retail orders within 48 hours of confirmation (excluding weekends & holidays).

TRACKING

We track all packages, tracking number will be sent to the email address you provide and can also be found under "My Account" when logged into our site.

DELIVERY TIMES

These vary, but generally orders are delivered 1-10 business days once shipped.  Transit times for most carriers are displayed at checkout.  You can choose to pay for faster shipping if desired by choosing a carrier with a shorter transit time.

Please note that most shipping providers are experiencing delays at this time. 

CUSTOMS FEES

The buyer is responsible to pay for any applicable fees related to cross-border delivery including broker fees, duties + taxes.

LOST + STOLEN PACKAGES

Once delivery is confirmed by carrier, the package becomes the responsibility of the buyer.  Please report any thefts of packages to your local authorities and home insurance provider. 

We recommend purchasing Package Protection at checkout through Route which insures your package in cases of loss, theft and damage in transit.  For more information on the insurance coverage, please click here.

INCORRECT ADDRESS

Please ensure your address is correct before placing the order as we are not responsible for packages delivered to incorrect addresses.  Customer assumes all costs for rerouting the package.

PRODUCT RETURN 

As an eco-responsible company, our goal is to reduce our impact on the environment wherever possible.  For this reason we do not offer returns as it greatly increases our shipping footprint and any returned personal care products would need to be destroyed for sanitary reasons, creating more waste.  Please contact us anytime if you have questions about a product prior to placing an order, we are happy to help!  

INCORRECT ITEM RECEIVED

We do our best to ensure you receive the awesome products you ordered.  If you are shipped the incorrect item, please contact us within 7 days of order receipt to orders@theecoalchemist.com with the order number and we will get the correct item shipped out as soon as possible at no cost to you.

INCORRECT ITEM ORDERED

We cannot guarantee any changes can be made to your order once placed.  If you ordered the wrong item, contact us within 24 hours with the details and we will do our best to swap it out.  We aim to get all packages out within 1-2 business days and are not able to modify any orders that have already been processed/shipped.

DAMAGED GOODS

If you receive your goods and your products were damaged in transit (sad face emoji), please send an email to orders@theecoalchemist.com with photos of the item and packaging, including all shipping material as received and we will work with the carrier to try and rectify the situation.  If you chose to purchase Route Package Protection at checkout (recommended), please file a claim with them here.