SHIPPING & RETURNS

Please note, manufacturers defects must be reported within 7 days of receiving goods to be eligible for replacement consideration. 

All items may be returned as long as they are not used.  They can be exchanged for store credit. Customer bears sole responsibility of shipping items back. We recommend using some sort of shipping with a tracking service.

Claims for order issues, like incorrect items, must be submitted within 48 hours of delivery. Please send an email to info@baluorganics if any items are incorrect and we will do our best to fix the situation.

Balu Organics free shipping doesn’t include PO Boxes.  We will reach out to you if the cost of shipping to the PO Box exceeds the free shipping allowance..

SHIPPING

General Shipping

• FREE shipping across Canada on orders over $170 & contiguous US over $200
• For local pickup: Choose the local pickup up option when checking out. You will receive an email when your package is ready. Local pickup is available in Oshawa, Ontario, Canada. 

 RETURNS & CANCELLATIONS

1. For any cancellations, please email us at info@baluorganics.com with your order number. Orders can’t be cancelled once the shipping label is printed out or the package is in transit.
2. Balu Organics does not cover shipping and handling fees associated with packages that need to be reshipped in the case of "Returning to Sender." Shipping and handling fees will be applied prior to reshipment. If the order is cancelled, the cost for shipping and handling will be removed from your refund. 
3. For sanitary reasons, returns are not available for products that have been used.
4. If you have any problems with your purchase, please email us at info@baluorganics.com, and we will try our best to resolve the situation as quickly as we can!

SHIPPING PROTECTION

Dealing with carriers (e.g., Fedex, UPS) when an item is lost, misdelivered, and/or damaged can be very frustrating for customers. This is why we introduced Navidium shipping protection: by keeping it in your cart, we will take 100% of the responsibility for your package and ensure you either get a replacement or a full refund (minus cost of shipping protection). 

WHAT IS DEEMED LOST

• Carrier status states "delivered," but you have not received it. Depending on your location, we request that you allow up to 7 business days but no longer than 15 business days for your parcel to be delivered.
  • Wait is required as carriers prematurely mark orders as delivered and try redeliver or it turns up in a secure location at your property. 
  • For packages labeled "delivered" and deemed lost, a police report is required. False police reports and fraudulent claims are punishable crimes and will be enforced. In addition the shipping company must also be contacted and a case open. Proof of delivery from carrier will negate this plan.
• Carrier deems package lost to Balu Organics*. 

We reserve the right to classify deliveries as "delayed" if there is a high volume of parcels in the network and/or we are aware of any delays caused by external issues, otherwise we will offer a refund or replacement right away.

WHAT IS DEEMED DAMAGED

• Items arrive damaged in transit
• Some of your order is missing due to the box/packet opening in transit.

Please immediately contact us at info@baluorganics.com if your items have arrived damaged or if something is missing. Please also submit photographic evidence of tampered items.

WHAT WE DO NOT COVER

• Missing parcels or redelivery fees due to invalid / incorrect address information provided by you.
• Delays in transit, regardless of time length. 
• Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods, e.g., holidays. 
• International orders stuck in customs due to payment: Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
• Items that are returned to us for a refund or exchange that are in an unsellable condition.
• If you requested items to be left somewhere other than your personal property and the package goes missing. This waives the right to any claim as per carrier terms and conditions.
• If you are unsatisfied with your product, as your shipping protection is not a product replacement plan. Please refer to our return policies for this.
• Replacement packages that came as a result of stolen goods cannot be covered by our shipping protection. 

HOW TO SUBMIT A CLAIM

If your parcel is lost or damaged, please contact us at info@baluorganics.com from the email address you used to place your order. A member of our customer service team will happily assist you within 1-3 working days. What to include in your claim:

• Subject line: Loss Or Damage (Please include Order Number)
• Description of your issue
• Photo evidence of damage (if applicable)

We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.

By selecting our shipping protection, you agree to these terms. 

We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost.

Navidium is our in-house protection policy. Shipping protection is non-refundable.

POLICY ON UNPROTECTED PARCELS

We will diligently follow the claims policy with your selected carrier to either locate your parcel or deem it as lost. This may take up to 6-8 weeks and is at the discretion of the carrier and is subject to the carrier's maximum coverage. In most cases, the maximum refund will be $100 CAD. 

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.