Policy - Privacy, Shipping, Payment & Return

If in-stock, we ship within 5 business days.

• We will send you an email with tracking information once shipped

Note - some of our products are made to order by local artisans (special orders)

• If we expect a delay in getting your order out we will notify you within 2 business days of receiving your order

• Delivery is during business hours from 8am to 5pm Monday to Friday. If no one will be there to receive the package, please provide an address (a friend's or a workplace) where someone will.
• Tracking number will be provided
• Excludes Eco building products
• Orders under $75 will incur a flat shipping fee

Expédition

Nous utilisons des services de messagerie tels que Canada Post/UPS, qui:

- n’expédient pas à des BP et dont le siège social est aux USA ou au Canada, ainsi, veuillez fournir une adresse alternative, le cas échéant. 

- aucune signature requise par défaut

Suggest SIGNATURE REQUIRED or CANADA POST PARCEL if:

• Your order is of high dollar value and you want to ensure you receive it
• You'd rather not deal with the possibility of your package being left at your doorstep and subsequently going missing
• You'd like to pick up your order from a local post outlet (e.g. if you're away during business hours or over the weekend)
• You have a PO box
• You have a rural address where couriers like UPS and FedEx don't deliver

Suggest NO SIGNATURE REQUIRED if:

• Where you live is relatively safe and you're willing to accept potential loss / theft of unattended package
• Someone will be home to accept it e.g. concierge, receptionist

If final destination is Canada: call Loomis toll free 1-855-256-6647

If final destination is USA:

• Sent via DHL toll free 1-800-CALL-DHL
• Sent via UPS toll free 1-800-742-5877

• US Dollar is stronger, so you get more bang for your buck!
• Zero Canadian taxes due to duty-free exemptions for web purchases
• FREE Shipping on orders over $75 within the continental USA (we're happy to provide a quote if you fall outside of those parameters)
• Orders under $75 will incur a flat shipping fee within the continental USA
• For Orders outside of the continental USA: Place your order and we'll follow up with the difference to ship to Hawaii and Alaska / U.S. territories such as Puerto Rico, Guam, and the U.S. Virgin Islands.

• Note: We do ship internationally! We'll contact you post-sale with a shipping quote.

Financing Options 

Paypal Credit offers No Payments + No Interest if paid in full in 6 months on purchases of $99 or more

• Answer 2 quick questions: your birth date and your Social Security number. You’ll know within seconds if you are approved
• The Annual Percentage Rate (APR) is 19.99% and the Minimum Interest charge is $2.00
• Applicable to USA based customers

To apply, visit Paypal Credit

Note - The delivery company will charge if they need to make a 3rd delivery attempt.

• They will notify you ahead of time to arrange a date and time that works, and arrive within an 8 hour window.

• They will bring it to your front door but will NOT cross the threshold of the front door (as that could result in a liability issue).

• If the delivery is heavy, we highly suggest you have a friend help you bring it inside when the movers get there.

• Please inspect the exterior of the box and ensure no damage during transit.
• We provide detailed instructions on what to do in the unlikely event of damage.

Charges will appear on your credit card in your local currency, calculated using PayPal exchange rate at the time of purchase.

Orders shipping to Canadian destinations will be charged their respective HST/GST as required. Other Canadian provinces and/or international customers are responsible for any additional taxes/duties charged by their province/country.

What types of payments do you accept?

If you're billing address is US based, use your existing accounts to purchase in USD:

If Canadian, pay in Canadian funds using PayPal, Stripe.com or email a money transfer via your own bank's website [learn more].

We also accept credit card payment via Stripe and PayPal.

No you don't :) You can perform a one-time transaction with PayPal without setting up an account.

We want you to love your purchase! If you have concerns with any of our products, please contact us so we can work things out.

Our regular return policy excludes the following items:

• Intimate/underwear
• Special orders such as mattresses, comforters and toppers, custom modifications
• Opened Eco building products
• Items that have removed from their plastic covers like comforters, pillows and blankets due to potential exposure from bedbugs to scents that could affect those with multiple chemical sensitivities
• Potentially Return shipping fees (see below)

If you're still not completely satisfied with your purchase you can return any new, unwashed item(s) in the original packaging within 30 days for a full refund.

Most customers get a good sense of the product while in its original packaging to determine whether it will work for them or not.

Note:  if the product has come in contact with skin, we're not able to resell it in good conscience, thus unable to provide a refund. We do check that the product is unaltered prior to issuing a refund.

As long as the item is in original packaging in the same condition when it arrived, we will refund it.

Possible return

As we work towards reducing our plastic and encourage low waste packaging, note that some of our products especially pillows, comforters, may not ship in plastic. If you think you might return the package, we ask that you mention 'Possible return - please wrap my product in plastic' in Customer Notes as you check out.

Damaged enroute
If there is any damage, you should REFUSE the damaged box(es), or mark it on the delivery receipt. We should then be notified within 48 hours.

We are not responsible for the costs of sending a replacement if the above procedure is not taken.

If it's an EXCHANGE - you will return the original product and we'll send you the product(s) you want instead. The return shipping would be at your cost (estimated at $20 but depends on the product) and we'll absorb the cost of shipping the new item out to you.

REFUND OF RETURN SHIPPING FEES

• CANADA - We will refund shipping charges up to a maximum of $20 upon the receipt of the product/products in original condition.
• USA - We won't refund return shipping charges. As a small business and given the shipping distance, we're unable to absorb the cost of shipping to you and the return shipping, in addition to providing a full refund for the unused goods itself. We ask that you cover the return shipping fee and drop off sealed package at a local USPS or courier of choice like UPS. We'll provide a full refund for the product (no return shipping fees) upon the receipt of product/products in original condition.

We store all our products in sealed containers to ensure no outside odours / chemicals affecting our products.

As there is always the possibility of exposure to scents during transportation, we ask that you indicate in the Customer Notes as you checkout that you have a sensitivity and appreciate any suggestions on how to package your order.

For instance, should we use plastic to cover everything? By default, we try not to include extra plastic packaging in order to reduce our plastic footprint - Else let us know if paper is preferred if plastic offgassing is a concern.

RETURNS - We know our return policy can be limiting when you have chemical sensitivities - we ask you to consider purchasing something small first. e.g., purchase a pillowcase to determine if it will work for you. If it does, then it's a safe bet that the matching bedding (made from same fabric, same factory, same process etc) will work for you as well. 

If by chance, the pillowcase does trigger your sensitivities, then the silver lining is that you've reduced your total expenditure. 

We hope this gives you a better sense of our returns we can handle as a small business and your needs.

Retours/Échanges 

Nous tenons à trouver une solution qui convienne aux deux parties : si nous décidons d’un échange, nous demandons à l’acheteur de renvoyer les articles dans un état aussi proche que possible de leur condition originale et nous assumons les frais du renvoi. Nous renvoyons également l’article d’échange à l’acheteur à nos frais. 

Si vous décidez de nous renvoyer un produit, nous vous prions de le renvoyer dans un état aussi proche que possible de sa condition originale. Au retour, nous examinons le produit et remboursons le prix total, pourvu que l’article soit en bonne condition.

Contact us if you have any further questions