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Shipping Info

Order Preparation

Orders are prepared and shipped from our workshop in Quebec, Canada. Many of our products are made to order so please allow up to 5 business days for your order to be prepared. Once your order has been shipped, we will provide you with your tracking number via e-mail. Local pickup is available free of charge. If you have selected this option at checkout, we will send you pickup information once your order is ready.

Canada Shipping

Canadian orders may be shipped by Canada Post Expedited Parcels, Diacom or Canpar. Delivery times can vary from 2 business days (Québec, Ontario) up to 8 business days (rest of Canada).

Shipping to remote areas (those requiring air delivery for example) may incur additional shipping charges. We will contact you if this applies to your order.

If you require priority shipping, please contact us prior to placing your order.

USA Shipping

American orders are shipped via Canada Post and usually fulfilled by USPS once they arrive in the USA. Shipping is currently limited the the 48 contiguous states. We cannot ship to PO boxes.

Please note you are responsible for paying any additional duties or import charges if they are required by your government.

Returns

We are confident you will love our natural products. If for any reason you wish to return any part of your order, we will happily refund the full amount of the item(s) returned. Items must be returned within 30 days of delivery, in their original condition (unused) to be eligible for return. Original shipping fees shall not be refunded. The client is responsible for shipping the item(s) back to us at their expense. Please contact us to request a return.

Please note this return policy only applies to Au Naturel items purchased through our website. Custom products cannot be returned.

Undeliverable/returned packages

Please review your delivery address carefully before submitting your order (be sure to include any apartment/suite numbers, buzzer codes, and a contact telephone number, which may be required at time of delivery). If you notice any discrepancy in your delivery address once you receive your order confirmation by email, contact us immediately so we can attempt to correct it before it ships.

If your package is returned to us due to an incorrect or incomplete delivery address, or because the package was refused by the receiver, the value of the items will be refunded less all shipping charges incurred by us.

Shipping Considerations

We take great care to pack every item to ensure it arrives intact. If for any reason your order arrives damaged, please contact us at info@aunaturelsoycandes.ca with a description and photos of the damage and we will work with you to make it right.

During summer, the natural ingredients used in our products may cause them to melt during shipping. During winter months, it is possible for some products to freeze. Place the items at room temperature and wait for the consistency to return to normal.