SHIPPING & RETURNS

 

 

SHIPPING FEES

Regular product orders are shipped from our warehouse 1 (Kirkland) and bulk product orders are shipped from our warehouse 2 (Dorval). Orders from warehouses 1 and 2 are shipped and invoiced separately and cannot be combined together for free shipping of minimum $69 purchase before taxes. Shipping fee of $13.99 for all orders under $69 before taxes. 

 

 

PRODUCT RETURN PROCEDURES (RMA)

For all Product Returns, here are the steps to follow; 

 

1. Contact Customer Service by email at info@divineessence.com and include the following information;

a. Your full name and complete address

b. The Order number on which the products were purchased

c. Product information required;

i. Product code or name of product

ii. Quantity to be returned

iii. Lot number of each product (this is absolutely required)

iv. Reason for return

v. Specify whether you would like a replacement at no charge or a reimbursement 

 

2. Customer Service will; 

a. Verify the information and prepare an RMA document

b. Will send an email back with the RMA document and a Canada Post prepaid shipping label 

 

3. Upon receipt of the email, you must;

a. Print the RMA document and place it inside the box along with the product(s) to be returned

b. Print the Canada Post prepaid shipping label and secure it to the top of the box

c. Bring the box to a Canada Post service centre

 

4. Upon receipt of the product return, Customer Service will;

a. Perform the inspection of product(s) being returned

b. Either send replacement product(s) at no charge OR will issue a reimbursement using same payment method that was used for the initial order.

 

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