SHIPPING & HANDLING
I live outside Canada and the United States. Is kaia naturals available internationally?
Currently, kaia naturals only ships to Canada and the United Sates. We are working to expand our international shipping capabilities and/or partner with additional international resellers. However, feel free to visit some of our major retailers who many offer international shipping. For a full list of retailers, please click here.
When will my order ship?
Once you place your order, processing typically takes 2-3 business days. You will receive an email with tracking as soon as your order leaves our hands.
Please note that shipping times and some delays can be expected due to COVID impacts. Please click here to find out how your order may be affected. Click here.
How long will it take to receive my order?
You should expect shipping to take anywhere from 7-21 business days. Regardless of shipping method, processing typically takes an additional 2-3 days.
How can I follow up on my order?
If your order has already left our warehouse, you may contact Canada Post/UPS for updates on your order. If you can’t find support through your shipping provider, please contact our customer care team at email@example.com
My order shows delivered on the UPS/Canada Post website, but I can't find it anywhere. What should I do?
Send us an email at firstname.lastname@example.org and include your order number. Most packages do turn up in a day or two but after that we are happy to open a case with the carrier on your behalf.
RETURNS & EXCHANGES
kaia naturals would like you to be completely satisfied with your purchase.
If the product you received is damaged or not exactly what you ordered, we will correct your order at no additional cost. Please submit a ticket with Customer Support and provide proof of purchase.
Please note that if you purchased an item from one of our retail partners, please contact them directly in order to issue a return or exchange.
You may exchange your item within 30 days of purchase if you are unsatisfied with your choice. However, you must ship the original package back to us. Once the package is received, we will ship out your product. It is your responsibility to pay for shipping of unwanted product(s) back to us unless the product is damaged or not exactly what you ordered. You may use the carrier of your choice, but we strongly recommend using a traceable and insured form of delivery. Please retain the tracking number for your records. We cannot be responsible for packages lost in transit without proof of tracking.
Damaged or Defective Items
At kaia naturlas, we stand behind the quality of our product. We absolutely replace items if they are defective or damaged. Send us an email at email@example.com with the nature of the defect, and a picture, and we will send a replacement to you straight away. No need to return the defect unless we request it.
To complete your return, we require a receipt or proof of purchase. If you did not purchase your item through www.kaianaturals.ca please contact the retailer you purchased through first. All purchases made through a different retailer are subject to their return policies.
Ship your return to the following address:
147 Liberty Street, Suite W08
Toronto M6K 3G3
Once your return is received, it will be processed within 10 business days.
You will receive a confirmation email when your return has been processed.
Once your return has been processed, a refund may take 5-7 business days to appear on your account, depending on your bank or credit card issuer.