Orders cannot be cancelled after they have been placed and are in process*.
We hope you love every piece of your purchase, but we understand that sometimes that doesn't work out. We are happy to offer you an online credit on regular priced items if you are not completely satisfied.
We are a small, family run boutique business. We are unable to give refunds*, but all eligible regular priced items purchased online may be returned for a credit within 14 days of purchase, as long as items are unused and all tags and packaging are attached and in original condition. Credits issued can only be used towards a future online purchase and cannot be used in person in store.
If you purchased items online, you can mail them back to us at your expense, or return them to our Cochrane location. Original shipping costs are non-refundable, unless the item you received was damaged and cannot be replaced. If an item is returned outside of the 14 day time period or arrive in less than original condition, no credit can be offered.
You must email firstname.lastname@example.org prior to making a return, whether you are bringing it back in person or mailing. In-store staff cannot assist with returns in person or on the phone.
Damaged or Incorrect Items:
We thoroughly check every item, however, if you receive an item that is damaged or incorrect, contact us at email@example.com within 2 days of the item being delivered to be eligible for a replacement or refund. Please provide photos of the item, any packaging if it is damaged, and a photo of your enclosed packing slip. Heavenly Outhouse reserves the right to decide whether an item will be replaced or refunded.
In our frigid Canadian climate, it is not uncommon for liquids to have minor leaks during their transit due to liquids expanding when they freeze. For this reason we ship all liquids in plastic bags. Minor leaks are not considered damages, and are to be expected when ordering liquid products.
Loose threads, slight variations in shape and minor fiber shedding of soft products will also not be considered a defect or damage. Soft items are typically shipped in padded mailers that are slightly compacted to ensure we can continue to offer free shipping on orders over $99 and low flat-rate shipping across Canada. Plush toys are meant to be squished and cuddled, and will always regain their shape in a day or two!
All sale, seasonal specific items and cards are final sale, no exceptions.
All earrings and face masks are final sale due to health regulations.
Specially ordered half sizes or sizes 11+ of MeditationRings.
Parcels Not Received:
In very rare cases your tracking will show a parcel was delivered, but you have not received it. First step, please check your mailbox as this is typically where your parcel is delivered. Second, ask all others in your household if they intercepted the parcel. If the parcel is still not located, reply to any of your order emails and let us know. We will contact Canada Post about their error and have them start an investigation. Claims for undelivered parcels must happen within 30 days of your order being shipped. After this time, no claim can be submitted.
Incorrect Addresses and Parcels Returned to Sender:
If an incorrect address is provided at checkout, we will do our best to have the parcel redirected to the correct address before delivery, however, this may not be possible and if the parcel has already shipped, redirects, if possible, come with a large fee from the carrier. Parcels returned to the sender will incur a return shipping fee payable by the customer, and an additional shipping fee to re-ship the order. If a refund is to be issued for the returned product, the return shipping fee, original shipping fee we incurred, plus a 10% restock fee* will be deducted from the refund amount.
*should a goodwill refund be issued due to a customer ordering error, a 5% fee will be held back to cover the processing fees we incur if the order has not been fully processed. If the order has been fully processed, a 10% restock fee will apply.