Retail Shipping & Returns
RETAIL RETURN/CANCELLATION POLICIES
DO YOU HAVE FREE SHIPPING?
Yes, we have free shipping via expedited parcel for orders over $140. Flat fee for orders under $140.
SHIPPING METHODS
When you place an order, there are several choices for shipping options depending on your location:
Pick-up at RDA Warehouse
• No fee
• Payment can be made via online shopping cart
• We will message you when your order is ready for pick-up
CANADA - Canada Post
• Expedited Parcel – Special Offer! Flat fee $17
o 1-7 days†
• Xpresspost– Special Offer! Flat fee $29
USA - Canada Post
• Expedited Parcel USA - Special Offer! Flat fee $29
o 4-8 days†
• Xpresspost USA - Special Offer! Flat fee $39
o 2-3 days†
• Xpresspost International
o 4-7 days†
• Priority Worldwide Parcel International
o 2-3 days†
†Business days, between major urban centres. Some restrictions apply. Note: Delivery times may be delayed at the border by customs
PLEASE NOTE: Canada Post and Canpar drivers do not have cell phones to contact you while on delivery. This is important to keep in mind if you are in an apartment where your name is not listed with a buzzer code or if you live in a rural area. In these cases please ensure you list all important delivery specifications in the “Order Instructions/Comment” box of our checkout page.
We offer curbside pick-up during our regular business hours, Monday-Thursday 9 am – 4:30 pm MST/ 9 am - 3 pm Friday. We will notify you as soon as your order is ready for pick-up.
There is parking right at our front door including 1 handicap stall.
NO SIGNATURE REQUESTED
This means the courier can leave your parcel(s) at your door if no one is there to sign for the parcel. If the driver does not feel it is safe to leave the parcel, they will leave a tag with information for you and try another delivery attempt.
SIGNATURE REQUESTED
This means the courier will not leave your parcel(s) without someone signing for them. If you work in a clinic where several people or companies share space and you might be concerned about a record of receiving a shipment, this is a good option. Also, choose this option if you are not in a delivery area where a box can be safely left in your absence.
ORDER PROCESSING TIME
It is our policy for orders to leave Rae Dunphy Aromatics within 2-3 business days of receiving your order. Time in transit to you will depend upon which shipping method you choose and whether or not you live in a major city or rural area.
At Rae Dunphy Aromatics we strive to offer you the best customer service and want you to be satisfied with the products you purchase from us. We value your business and if you are not satisfied with your purchase we urge you to contact us so we can help determine why the product is not working for you. Please feel free to call or email us (telephone: 1-800-563-8938, email: sales@raeduphy.ca) Monday to Thursday from 9 am - 4 pm MST so we may better assist you.
We accept returns of un-opened products; if a product is opened we are not able to accept it. All returns require prior authorization from Rae Dunphy Aromatics and authorization for returns must be requested within 10 business days of the invoice date. Please do not return any items without authorization.
If the return is a result of our error (you received an incorrect or defective item) we will gladly cover the return shipping costs as well as the shipping costs to replace your item(s). Otherwise, you will be responsible for the return shipping costs as well as a restocking fee (see below).
You should expect to receive your refund within four weeks of sending your package to us; however, in many cases, you will receive a refund more quickly. This period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes the bank to process our refund request (5 to 10 business days depending on original payment method).
If you need to return an item, you can simply log in to your account, view the order using the "Complete Orders" link under the My Account menu, and click the Return Item(s) button. Once we receive your message we will contact you to make the necessary arrangements.
If you need to cancel an order you have placed please call us immediately at 1-800-563-8938. If your order has not been processed we will be able to cancel your order without penalty except for the banking charge associated to refund your payment (if applicable).
If your order has been processed but not yet shipped, please see the chart below for restocking fees.
If your order has been shipped, it will fall under our Return Policy above.
RE-STOCKING FEES
$10 Orders from $1-$200
$20 Orders from $200-$400
$30 Orders from $400+up