RETURN POLICY
All sales are final for online purchases. Due to the nature of our products, we are unable to accept returns or exchanges once an order has been placed. Please review product descriptions, specifications, and any sizing or compatibility details carefully before completing your purchase. If you receive a defective or damaged item, contact us within 7 days of delivery for assistance. Proof of purchase and photos of the defect or damage will be required for resolution. We appreciate your understanding and thank you for your support!
BACKORDERS
We do not backorder items. Instead, we will contact you and let you know when it will be available again. or there will be notification in the respective item box.
PRE=ORDERS
Thank you for choosing to pre-order with us! Please note that full payment is required at the time of purchase to secure your item and prioritize its fulfillment upon release. Pre-order items are typically shipped on or shortly after the estimated release date provided at the time of purchase; however, unforeseen delays may occur. Pre-orders can be canceled for a full refund before shipping begins, but once the order has shipped, our standard return policy applies. Items in your pre-order will ship separately from in-stock items unless otherwise noted, and additional shipping charges may apply for separate shipments. We will keep you updated via email regarding any changes to release dates or shipping timelines, so please ensure your contact information is accurate. By placing a pre-order, you agree to these terms. If you have any questions, feel free to reach out to our customer support team. Thank you for your patience and support!
YOUR PRIVACY
We value privacy as much as you do. We will never disclose your personal information, such as email address or phone number, to any third party. Except for reasons explained in our information sharing policy. We do employ the use of cookies. We use cookies to collect aggregate data regarding the use of the website and to keep track of items in your shopping cart. You may contact us at any time to verify, edit, or remove your personal information from our systems.
SHIPPING
Sunchild Naturals currently ships within Canada, USA or Internationally, for your convenience. We are committed to providing you with the most cost-effective and reliable shipping options for your convenience. We partner with a variety of trusted service providers, including Canada Post, UPS, FedEx, DHL, and other carriers, to ensure your order reaches you quickly and safely. Our system automatically calculates the best available rates based on your location, package size, and delivery preferences, allowing us to offer competitive pricing while maintaining quality service. If you have specific shipping requirements, please let us know at checkout, and we’ll do our best to accommodate your needs. Thank you for choosing to shop with us!
WHEN WILL MY ORDER BE SHIPPED?
For orders without Rush Processing, your order will be processed in the order it was received, provided all items are in stock. Please understand that changes or additions to your order will add additional processing time to your order. Choosing an Expedited or Priority shipping method may reduce the amount of time your order spends in transit, but will not reduce the time it takes for us to package your order for shipment. Orders shipped using Canada Post are not picked up at our warehouse and must be physically brought to the post office by our shipping department. Choosing Canada Post may delay shipment of your order up to 2 weeks.
Please note: For liability purposes, we are unable to ship your order using any method which does not provide a tracking number for shipment.
OTHER SHIPPING ALTERNATIVES:
Alternative shipping method are available on request, however, we take no responsibility for shipping that is arranged by our customers.
This includes the following:
1. Customers using their own shipping account
2. Customers using their own courier
3. Customers arranging for a third party to facilitate shipping.
Should a customer decide to handle their own shipping arrangements, we require that a WAIVER be signed. This ensures that we aren't held accountable for any shipping issue outside of our control; similarly, in the event that we receive a shipping related invoice under these conditions, it will authorize us to process the customer's credit card.
Please note that in all instances where payment is required, a copy of the invoice will be forwarded with receipt for payment.
8. Essential Oils are classified as Hazardous Goods when shipped by air. Because of this only ground shipments are available for essential oils. Express shipments (Air) are available at cost on bottles and raw materials.
9. Canada and US orders shippeD to PO Boxes are sent by Canada Post Expedited and may be delayed up to 2 weeks using this method of shipment.
10.Change of address or redirection of shipments are charged a $10 fee. No exceptions. You, the customer, are responsible for inputting the correct information. Correct postal codes are extremely important as couriers rely on postal codes to deliver your order promptly.
Incorrect Addresses, Non-Deliverable, or Refused Shipments
11. It is the customer’s responsibility to ensure the mailing address is correct. Sunchild Naturals. is not responsible for your error. The additional shipping charges are the customer’s responsibility.
12. Packages returned to Sunchild Naturals marked ‘Returned’, ‘Unclaimed’, or ‘Invalid Address’ will be credited back to the customer, less a 20% restocking fee and all shipping charges, including any additional return shipping charges assessed by the courier. Customers will not be contacted if their order is returned to us.
Our Order Processing Procedure is as follows::
1. Order is placed on our website.
2. After your order has been placed, you will receive an email confirmation with the details of your order.
3. Generally, on the following business day, orders with cleared payments** are submitted to the warehouse for packaging. (i.e. If you place your order on Monday, it will usually be submitted to the warehouse on Tuesday. If you place your order on Friday, it will be usually submitted to the warehouse on Monday.)
4. When your order has been submitted to our warehouse, you will receive an email notifying you that your order is now "In Processing Queue". If you have paid by Money Transfer your payment may take a day or more to clear. Your order will not be processed until your payment has cleared.
5. Orders with Rush Processing are sent to our Rush Processing department and are shipped at 2:00 p.m. on the business day after they are submitted to the warehouse for packaging. Please refer to our schedule for details.
Orders without Rush Processing are packaged in the order in which they are received. This means that depending on the volume of orders received, your order may take several business days to reach the front of the queue before being packaged and ready for shipment or pickup at our warehouse.
6. If your order contains an item which is out of stock at the time of packaging, your order will be shipped minus the out of stock item and a refund will be issued.
7. When your order has been shipped, you will receive an email with tracking information
ORDER ADDITIONS & ORDER CANCELLATIONS
We are no longer able to accept additions to existing orders. Once an order is placed, it will proceed directly to processing to ensure timely fulfillment and delivery. If you require additional items, we kindly ask that you place a new order. Our team is committed to providing efficient service and will do our best to assist you with any new requests.
Orders which are "In Processing Queue" will incur a 20% restocking fee prior to cancellation plus a $5 cancellation fee. Orders which are "Pending" or "Awaiting Processing" will be charged a $5 cancellation fee. Any order which has been packaged for shipment will be charged a 20% restocking fee plus a $5 cancellation fee.
FIRST NATIONS (Indian Status Cardholders)
Please place your order using our online system. In order to receive a refund of your tax, you must include your Band name in your shipping address at checkout. Once your order has been placed, email a scanned copy of your Indian Status Card to support@sunchildnaturals.com, be sure to note your order number in your email. Once we receive a copy of your Indian Status Card and confirm your Band, we will adjust your order total and issue the appropriate refund
INTERNATIONAL ORDERS
Sunchild Naturals currently ships within Canada and USA. and Internationally for your shopping convenience.
WEB SALES INQUIRIES
For prompt answers to questions regarding your order or shopping on our website, please use the form below to contact our Customer Care department, email us at support@sunchildnaturals.com, we are open Monday-Friday, 8:00AM-4:30PM PST.
Send us a note:
Sunchild Naturals
MERCHANT WHOLESALE CUSTOMERS
Email us at support@sunchildnaturals.com, or use the form below to contact our Sales department, Monday-Friday, 8AM-4:30PM
MAIL ORDERS
If you wish to place an order by mail, please download and print the Mail Order Form PDF.and mail to:
Mail Order
Sunchild Naturals
CONTACT
Your questions, feed-back and suggestions are important to us. Please email us at support@sunchildnaturals.com. We look forward to hearing from you.
WE CARE
At Sunchild Naturals our goal is your complete satisfaction. This goal extends to both the quality of our product and to our service. If you make a purchase from us and are not completely satisfied, please contact us. We rely on your feedback to direct our development and improve your shopping experience.