Policies & FAQ

 
We take Master Card, Visa, American Express and Paypal

Disclaimer

Customers should purchase products from Canwax Inc. with the clear understanding that all products must be used at the customers own discretion. Canwax Inc. shall not be held responsible for any damages to property or for any adverse physical effects (including injury or bodily harm) caused by insufficient knowledge or the improper use of a product.

The user of the product is solely responsible for compliance with all laws and regulations applying to the use of the products, including intellectual property rights of third parties.

As with any manufacturing process, Canwax strongly recommends testing of small batches before offering your product for sale to the public.

Canwax endeavours to provide current and reliable sources but makes no representation as to its comprehensiveness or accuracy. As the ordinary or otherwise use(s) of this product is outside the control of Canwax Inc., no representation or warranty, expressed or implied is made as to the effect(s) of such use(s) (including damage or injury), or the results obtained.

The liability of Canwax Inc. is limited to the value of the goods and does not include any consequential loss. Canwax Inc. shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Please note, the International Federation of Aromatherapists do not recommend that Essential Oils be taken internally unless under the supervision of a Medical Doctor who is also qualified in clinical Aromatherapy. In addition, Essential Oils must be properly diluted before use in order to avoid any damages to property or adverse physical effects (including injury or bodily harm).

 

Orders & Charges

How do I send in an order?

Orders placed on the internet will receive first priority. We cannot "rush" orders.

 
Where do I enter how many of an item I want?
 
On the product page you can enter how many of an item you need or on the Shopping Cart Summary page you can adjust your quantities.


How do I figure out the price of an item?

Most of our products are sold as individual items. That means that if the price listed for an item is $1.45, it will be $1.45 for each piece. For example, a case of 12 at $1.45ea. would be $17.40 for the case. The total of your purchase will show on the Shopping Cart Summary page, please review.

Prices displayed within the online catalogue DO NOT include sales taxes.
 
All prices are in CANADIAN dollars.

Prices are subject to change without notice and we reserve the right of protection over inputting mistakes made. 

 
Do you keep all items in stock?

Canwax makes all possible provisions to have stock on hand. However, there may be occasions when we are in an oversold situation and waiting for shipments from our suppliers. If we are out of an item we will let you know or issue a refund/credit for the missing item. If there is a possible substitution, we will email or phone you prior, in case you wish to alter your order. We do not provide back orders. We usually put a note in your box detailing any items that were out of stock and you may receive your parcel before the refund is issued.
 

What is your minimum order?

For Canadian orders there is a $15.00 minimum. 

However, note that the minimum shipping charge is $9.00 and increases based on the weight of the product. You may want to order more to spread out the cost of the shipping.


What forms of payment do you accept?

On line we accept Visa, Mastercard and American Express and Paypal.  We also accept On-line Email transfers and Pre-paid credit cards. At our warehouse we also accept Cash and Interac.  We do not accept cheques of any type and we do not provide terms.  We no longer provide COD services.
 
 
When you place an order with us through our online shopping cart your credit card will be charged instantly when you check out from the shopping cart.
 
Please note Canwax does not receive your credit card information as it is processed through the shopping cart merchant services. We are only able to create refunds and are not able to charge your card for additional items or changes. You will be asked to provide your credit card details or be sent a Paypal/Email payment request. or

If you place an order in any other format other than the shopping cart method we will prepare your order, check your order for accuracy, make any adjustments for sales prices and bonuses and once the package is ready for shipment, we will then charge your credit card or send a Request for Payment (if using Paypal).  The charges for any orders placed here will appear on your statement as "Canwax Inc."
 
 
If we are out of an item at the time of order preparation we will refund the product cost to you as well as any relevant shipping (please not that some items will not affect shipping costs). You will be sent an electronic receipt at time of refund and a copy of your invoice detailing the items that were refunded.  This can sometimes happen before you even receive your parcel.  
 

My credit card was charged a different amount than my Shopping Cart

You will be charged for the products received. If we are out of stock on an item an refund or credit will be issued (usually a day or two after the order is shipped). Also, shipping may occasionally vary from the shopping cart calculation.

If you are a US resident - remember our prices are in Canadian dollars and the amount charged will appear on your statement in US dollars.
 
 
We have priced our items to reflect multiple quantities to assist with the purchaser who requires larger volumes. However, if you would like to purchase quantities not listed on our website, please email [email protected] for a quotation.

We offer a 5% discount on orders over $500 but this does not apply to wax or certain items like full cases of tealights, shrink systems, etc.

We do not provide free samples but have small quantities available for purchase.

Shipments


What does it cost to Ship my order?

Freight Policy: Canwax will add shipping charges to your order. We have negotiated substantial savings with UPS (over 50% off published rates) and it is often cheaper than Canada Post!  

Charges are approximated on a base rate plus an escalating amount based on a weight of the product. We have included an estimate on the shopping cart summary page for your general information. However, we reserve the right to make adjustments to correct the estimate shipping to reflect a true cost.

You have the option of Canada Post, Fedex or UPS when checking out - please note that UPS and Fedex both use sub-contractors in rural areas. Canada Post Expedited is a business class service which is some cases may result in quicker shipping (eg. 3 days instead of 4). It is not an Express service.

Note: UPS and Fedex will NOT deliver to Post Boxes - we need a street address.
 
Additional charges.  If you call UPS to re-direct your parcel to another address there will be a $10.00 charge - also, if your address is input incorrectly and requires a UPS update - there will also be a $10.00 charge.

Please be aware that taxes are not included in shipping quote!

It depends on the service. You can choose which service best suits your needs. Sometimes for the few extra pennies it is better to ship UPS/Fedex as it can be faster and easier to track.

If your order requires more than one box - UPS/Fedex is usually more economical.

The shopping cart is an estimate only and you will be charged actual shipping costs.


How fast will I get my order?

Orders will generally be processed & shipped within 2-3 days of receipt (except during the COVID19 situation this estimation can vary). Actual delivery time will vary depending on the destination of the order. We use "Ground Service" for our shipments therefore, delivery to Vancouver could take several days. We cannot guarantee a delivery date as once it leaves our warehouse it is the responsibility of Canada Post and UPS. Weather and other delays can slow down shipping.  We will only issue refunds if confirmation is received from either carrier that a shipment has been lost or destroyed.

 

Can I pick up my order to save on shipping?

Yes! Our warehouse hours are:

Monday to Thursday               8:30am to 4:00pm
Friday                                      8:30am to 1:00pm
Saturday & Sunday                 Closed

Please note: This is not a retail store - orders must be placed in advance.

 
If an order is cancelled the same day it is placed usually we can cancel the order.  Orders placed after 3pm and cancelled the next day will be subject to a 10% surcharge to cover credit card charges and any labour involved in processing the order.
 
 

We only accept returns on incorrect items, unacceptable quality or damages.

  1. All returns must be authorized with a Return Authorization number issued by Customer Service. Returns without authorization will be refused and returned at the customer's expense. Customers are responsible for return freight. If a return is authorized, the return must be received by us within 30 days of authorization.
  2. Returns/discrepancies must be reported within 5 business days as stated on our invoices/orders forms.
  3. When customers are returning items for credit, they are responsible to pack the merchandise properly and keep a copy of bill of lading until credit/replacement product is received. If we do not receive the merchandise or it is damaged, we will not issue a credit.
  4. A 20% restocking charge will be applied to any merchandise that is returned due to an error on the part of the customer (i.e. wrong item ordered, ordered too many, etc)

  5. Returns should be limited to incorrect items, unacceptable quality or damages.
  6. A return authorization number will be faxed to the customer, completed by customer and affixed to the outside of the box. RA # is to be marked on all boxes being returned.
  7. There are NO returns on fragrances, essential oils or other liquids due to quality issues.

    Replacement stock or credit will be issued at canwax.com's discretion. These terms subject to change without notice.

    Reports and inquiries should be made to our Customer Service Department at

  8. [email protected] or faxed to 705 789-7002

     


Taxes


What taxes are charged?

We have to charge GST on everything. You will be charged according to the province in which you receive the goods.

 
As of July 1st 2010 no Ontario companies are PST exempt.  

Privacy


What do you do with the private information I give?

We believe that your personal information deserves protection.

canwax.com uses your personal information for the following purposes:

  • to create your canwax.com account
  • to facilitate the ordering process
  • to personalize the delivery of the content contained within the canwax.com website

Your account and personal information is safe with us. canwax.com respects your privacy. Keeping your personal and financial information private is particularly important to us. We may use information from your account based on your site visits to generate statistics and aggregate reports for internal use which may be shown to affiliates, subsidiaries, licensees, successors and partners. These statistics and aggregate reports will not contain any personally identifiable information and your identity will be kept anonymous.

Canwax Inc. will not sell, rent or lend your personal account information and you will not be contacted directly by any 3rd party. If you purchase products from Canwax Inc., the information you give, such as your credit card number, purchase information and contact information, is provided to the banking merchants. This is simply to enable transactions to take place. We also are obligated to determine credit-worthiness of our customers.


What security measures do you take with my private info?

When you transmit account information to complete a purchase or for verification purposes, it is always transmitted in encrypted format. We use the industry-standard, 128-bit SSL (secure socket layer) encryption. Client and transaction information is stored on a secure server. To view details on our security measures and certificate, click on the Verisign logo at the customer checkout screen. To verify if you are on a secure page, you should always look for the "lock" icon that will be displayed in the lower right corner of your screen with Internet Explorer Browsers and the lower left side of the screen for Netscape browsers.

While we strive to protect your personal information, Canwax Inc. cannot ensure or warrant the security of any information during transmission to, or from, our online products or services, and you do so at your own risk. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. Most banks or credit card providers either cover all charges resulting from unauthorized use of your credit or limit your liability to $50 CDN. Check your credit card agreement to confirm your coverage for liability.

Other

Unfortunately, we feel the need to issue the following policies. We do everything in our power to provide quality product and service. 

However, not all customers come to us with good intentions which can cause undue stress on our team.


By doing business with Canwax you agree to abide by the following policies:


Zero tolerance policy on abuse

We have a zero tolerance policy towards violence and aggression. 

No member of staff will be subjected to violent, threatening and abusive behaviour either in person, on the phone or in writing.  Conversations will be terminated, emails will not be returned and if we have not yet shipped your order, it will be cancelled and your funds returned. You will also be barred from placing further orders. 


Cyberbullying/Fraud 

We will seek whatever remedy is available to us to collect on credit card fraud such as handing over all documentation to the authorities.  This includes using false credit cards or making unwarranted charge backs.

Threats of "bad reviews" if you are unhappy with an item or your demands are not meant. We do everything we can to rectify legitimate issues.  

Making false or derogatory comments about Canwax Inc., the company or products for the purpose of harming the company. This includes statements such as, “If you don’t do what I am asking, then I will leave a bad review or will go on social media to ruin your business.”

 

 



All prices are in CANADIAN Dollars


For our U.S. Friends our dollar is approximately $1.30 CAD to $1.00 USD at the moment. (as of MAR 3)
Your credit card company determines the exchange rate based on their policies.


 $25.00 Minimum Order for U.S. orders - Shipping is via UPS Standard - check the "Shipping Zones" page under "INFORMATION"  for more info.

 

Information
Browse By Category