You are here

Policies & Shipping Info

All prices in Canadian dollars


Payment

 

PayPal

We use Paypal as a secure payment system. Please note that there is no need to open an account with PayPal in order to make a payment. Purchases can be charged to any major credit card including Visa, Master Card and American Express. Since transactions are processed immediately with PayPal, your order can be shipped faster. Visit PayPal.com for more details.

 

Phone Payments

  • You have three options for payment over the telephone:
  • Credit Card
  • Cheque
  • Money order
 

Credit Card

This fast payment option allows you to receive your order as fast as possible. We simply take your credit card information over the telephone which allows for immediate verification. Please see our section on confidentiality.

 

Money Order

Money orders can be obtained at your bank or postal office (fees may vary). The money order must be made out to “Coco & Calendula Inc.”. As soon as the money order is received your order will be shipped.

Cheque

This slow payment method is possible but we will wait until the cheque clears (+/- 5 business days) before shipping your order. The cheque must be made out to “Coco & Calendula Inc”.


top of page

Order processing

Once your order is paid for, we’ll leap into action. We need two working days* to prepare your order for either shipping or in-store pickup. If we have any problems filling your order, we’ll let you know as soon as possible. If you choose to have your order shipped, it will be sent by Canada Post. Click here for delivery times.

If you choose to pick up your order, we’ll call you as soon as it’s ready.

*Working days are Monday to Friday from 10 a.m. to 4 p.m., except bank holidays. Orders placed on Saturday and Sunday are processed the following Monday.

Shipping    

 

To Canada

 

 

Expedited Parcel - THIS IS THE DEFAULT SHIPPING SPEED

 

This shipping speed guarantees that your package is delivered the next day (for local orders), within one to three working days for regional orders, and within two to seven working days for major Canadian cities. 
 

XpressPost

Packages sent by Xpresspost are delivered next-day within Quebec and Ontario. Elsewhere in Canada, packages sent by Xpresspost are delivered within 2 working days.

 

Canada Post Service

Shipping time  

Guaranteed?

XpressPost, Quebec & Ontario

1 business day

Yes

Expedited Parcel, Quebec

1-3 business days

Yes

Expedited Parcel, Ontario 

1-3 business days

Yes

Expedited Parcel, major Canadian cities

2-7 business days

Yes

 

Total delivery time  = processing time (2-5 business days) + Shipping time. The approximated deliery date will be provided upon chosing a delivery option, depending on current order volumes.

 


 

To the USA

We do not ship the Unites States of America.

 

International

We do not ship to Europe, Asia, Oceana or Africa


 


Free Shipping Policy*

 

 

 

Free shipping to anywhere in B.C. on all purchases of 125$ CAN and more

Free shipping to anywhere in Alberta, Saskatchewan and Manitoba on all purchases of 125$ CAN and more

Free shipping to anywhere in Ontario including Toronto, Ottawa, Mississauga, and Brampton on all purchases of 125$ CAN and more

Free shipping to anywhere in Quebec on all purchases of 125$ CAN and more

Free shipping to anywhere in New Brunswick, Nova Scotia, Newfoundland and Laborador on all purchases of 125$ CAN and more

 




*Up to 10Kg Add $10 for each additional 10Kg
 

 



top of page

Pre-orders

The processing time on all orders is two business days (including orders for pick-up).  Orders received on Saturdays, Sundays, and holidays are not processed until the following business day.
 

Example: If you place an order online on Saturday morning, it will be ready to ship (or pick up) on Wednesday.
 

The following items must be ordered 48 hours in advance at all times: 

 

  • 100ml (or larger) essential oils, lip balm flavors, and aromatic essences
  • 4L (or larger) vegetable oils
  • 1kg (or larger) butters 
  • 1kg (or larger) waxes
  • 1kg (or larger) clays 
  • 250g, 250ml (or larger) colorants
  • Containers: 48 units or more
  • All items: 20L, 22.7kg, 25kg or more

 

Long-distance customers 

If you are coming to the store from far away, please take the time to place an order over the phone or online, two business days in advance, in order to ensure that all of your products will be available and ready when you arrive.

 


top of page

Returns and exchanges

At Coop Coco & Calendula your satisfaction is always guaranteed. If ever it becomes necessary to return or exchange a product, we will work with you to ensure that this is simple. 

 

 

In-store exchange and customer credit (with receipt)

  • Within thirty days of purchase, except for refrigerated products (all hydrosols, rosehip oil, wheat germ oil, borage oil, macadamia oil, hemp oil), which must be returned within seven days
  • Refunds processed using the same method used to make the purchase:
    • Cash refund for cash payment
    • Debit card refund for debit card purchase
    • Credit issued to same credit card used for credit card purchase
    • Refund to gift card for gift card purchase

Customer must complete a form confirming that the exchange has been made or the credit issued. The personal information provided on the form is needed to complete the transaction and is used: 

  • For verification purposes
  • To ensure customer satisfaction

Returns will not be accepted under the following conditions:

  • Discontinued, clearance, or special order products
  • Products that have been used
  • Products with missing items or damaged packaging
  • Products not purchased at Coop Coco.

 

By mail

You must first call the store to authorize the return or exchange, our toll-free number is 1-855-270-0539. We reserve the right to refuse any return or exchange, please see our list of admissible items below. 
Place a copy of your receipt in the return box or envelope. Place a note with your name, address and telephone number as well as the reason for the return so that we can better facilitate your exchange.
Send the parcel with your choice of courrier to the following address: 


Coop Coco & Calendula
Returns department
273 St-Zotique Est
Montréal, Québec
H2S 1L4  


All returns are subject to a 10% restocking fee.
All shipping costs are at the customer's expense.
All returns must be completed in the two weeks following reception of the merchandise.

 

Products accepted for return or exchange


We accept exchanges on packaging and containers as well as non-perishable items. 

 

We cannot accept returns on any product that does not have a tamper-proof seal, or if there is one that it broken. All products that are accepted for exchange must be in resellable condition.  Products sold on liquidation or on sale are always final sale. 

 


top of page

 

Wrong address / undeliverable / refused


Orders that are returned or undeliverable will be treated as soon as possible. If the customer is responsible for supplying an incorrect address s/he will be responsible for any additional shipping fees. If the package is refused, the order will be subject to the 10% restocking fee.

 

 

Damaged Items

In the event that a package arrives with damaged packaging or contents, please do the following immediately:

  • Take photos of the original packaging, being careful to document the damaged parts
  • Take photos of the damaged items
  • Contact us within 48 hours of receipt of the damaged parcel.

These steps are necessary to ensure that your items are prompty replaced and that the responsible parties are held accountable.

 

 


top of page

 

Published Prices

Coop Coco & Calendula reserves the right to adjust our prices at any moment. In the case that the website displays an inaccurate price, we reserve the right to cancel your order.

 


top of page

 

Minimum Order

To place an online order, the total value before taxes must be higher than $10 CDN.

 

 


top of page

 

Course Cancellation and Refund Policy

Students who wish to enroll in groups will be charged on one bill.
In the case of unexpected events (snowstorm, illness etc.) or low enrollment, Coop Coco & Calendula reserves the right to cancel or reschedule any class. Be advised that any student who is already enrolled in a canceled class will be entirely refunded or rescheduled at no additional cost.

 

For students who are already enrolled and wish to cancel their enrolment:

2 weeks notice - The student may chose to reschedule for another course or be reimbursed 100%

Between 7 and 14 days notice - The student may chose to reschedule 90% of the fee towards another course or be reimbursed 90% of their payment. 

Less than 6 days notice - No reimbursement or rescheduling will be permitted.

 

No student is considered to be enrolled in a class without full payment. Before the payment is complete, no reservations will be held under any circumstances.