Politique d’expédition
General Info
Thank you for shopping with Canwax!
If you haven't shopped with us before, let's answer a few questions for you!
How do I place an order?
Orders placed on the internet will receive first priority. Phone orders can happen but we cannot proceed until you receive an order confirmation and you review and approve the order.
Can you rush my order?
We do not provide that service - we consider all orders rush and process them on a first in and first out basis. During our busy times we bring on more staff to try and keep our processing time as quick as possible. UPS Express only speeds up the time in transit once it leaves our building. Canada Post Expedited is the parcel service offered by Canada Post. It does not cost any more than regular Canada Post shipments and in some cases may make time in transit faster (eg. from our location to BC).
Can I add on to my order once I've placed it?
If you realize immediately that you forgot something - place another order and mention in the comments box on the checkout page that it is an add on to the other order (with the order #). Select shipping and we will refund the difference once the two orders are combined.
If some time has passed and you want to add on - please call us and let us know - you will still have to place the order online. We will do our best to unite your two orders but we cannot guarantee this.
How are your products priced?
We have priced our products to reflect discounts on larger quantities. There is no need to sign up for a special wholesale account and you don't have to be a business to buy!
If you would like to purchase larger than the quantities listed on our website, please email info@canwax.com for a quotation.
Most orders over $500 get a 5% discount. Sometimes this discount is suspended when we offer sales that give a larger discount. (eg. 10% sitewide sale)
There are exceptions sometimes on our sale items and our standard 5%. For example, we usually do not offer discounts on wax, shrink systems and 25lbs soaps or bulk products such as the 6,000 and 12,000 size of tealights. This is because they are already priced as low as we can.
All prices are in CANADIAN or US dollars - see the option button on the top right of the homepage.
Prices are subject to change without notice and we reserve the right of protection over inputting mistakes made.
All bulk orders may be subject to a price review at the time an order is placed. (Sometimes suppliers increase the pricing of items which we don't know about until we place our next order.)
Is everything in stock?
Canwax makes all possible provision to have stock on hand and to keep the website up to date. However, there may be occasions when we are in an oversold situation. If we are short of an item or out of stock, we do our best to call you to let you know so you can decide if you want a substitute or wish to wait. Back orders are offered at our discretion based on product availability and shipping costs.
Special Orders
We may have the larger quantity you order in stock - however, we have indicated many of the larger sizes as "Special Order", most with an ETA. If we can fill your order immediately (eg. 10lbs of fragrance) we will, however, sometimes we will have to put in an order with the supplier for that product. Wait time can be 1-3 weeks depending on the supplier.
How do I know what I am order is the right thing?
Basically it is up to the customer to do their homework on Google, You Tube, etc. If you are not sure, please send us an email at info@canwax.com to ask us questions. We are happy to help.
Disclaimer regarding using our products
Customers purchasing products from Canwax Inc. do so with the clear understanding that all products must be used at the customer's own discretion. Canwax Inc. shall not be held responsible for any damages to property or for any adverse physical effect (including injury or bodily harm) caused by insufficient knowledge or the improper use of a product (for example but not limited to: sodium hydroxide, potassium hydroxide and essential oils).
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. We cannot be held liable for products made with our ingredients.
The liability of Canwax Inc. is limited to the value of the goods and does not include any consequential loss if it is proven faulty. Canwax Inc. shall not be liable for any errors or delays in the content of the website, or for any actions taken in reliance thereon.
What is your minimum order?
There is a website minimum of $15.00
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, Credit cards and Interac. We do not accept cheques of any type and we do not provide terms.
When is my credit card charged?
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 for add-ons or any other changes.
When will I get a refund?
If we are short of an item we will contact you - if you do not want a substitute, we will either provide a gift card to be used at a later date or we can give a refund - we will make the choice yours.
Refunds are usually issued a day after your order has shipped or the day after a cancellation. It may take a few days to actually show up on your credit card account.
Can I cancel my order?
If an order is cancelled after it has been paid online - we can refund your charges but not the credit card fees that we incur. If an order is prepared and you cancel you will be subject to a 10% surcharge to cover credit card charges and any labour involved in processing the order.
We have to charge GST on everything. You will also be charged appropriate taxes according to the province in which you receive your goods. If you are tax exempt - please send us your tax number and we can add that to your profile.
SHIPPING
We currently offer shipping via, UPS, Fedex and Canada Post. All orders ship from our location in Huntsville, ON and we ship anywhere in Canada and the United States!
Pick up orders
We offer free pick up service at our Huntsville location! We will contact you to let you know your order is ready!
Processing times
At the moment we are processing orders within 1-2 business days. However, there can be some exceptions to this. If your order is held up for any reason, we will contact you. We also will extend our processing times in the busy season (usually August to December).
Fees
We have negotiated substantial savings with UPS and FedEx (over 60-70% off published rates) and it is often cheaper than Canada Post! Shipping charges are based on the weight and dimensions of your parcels plus your destination. Fees are based on dropping off the item without signature.
Please note UPS & Fedex cannot ship to PO Boxes.
We do our best to make sure our shopping cart accurately calculates the correct shipping amount, however, we reserve the right to make adjustments to correct the estimate shipping to reflect a true cost. (You will be contacted in this unlikely event).
We also reserve the right to switch between UPS & Fedex if courier charges are more in line with what you paid.
Shipping time
Once the parcel leaves our premises it is up to the carrier to get it to you. They do not guarantee delivery times - only give estimates. Various conditions can affect shipping such as weather, road conditions and even staffing. UPS Express does involve quicker shipping. Canada Post Expedited, doesn't necessarily mean faster - it can be a day faster if shipping to the extremities of the country but it is just the name of the business service offered to us.
Generally speaking, shipments in Ontario are next day, Maritimes 2-3 days and BC 3 days.
Free shipping
Unfortunately, there is no such thing! Any company offering this has just built the shipping charges into the product and you will notice there are many restrictions (eg. large minimum order amounts and it does not include the heavy components of the order). We always recommend doing side by side shopping cart comparisons.
Tracking
Once a parcel has been scanned by the appropriate courier you will receive an email saying the parcel is on the way! Please check on this tracking number to track your parcel. Usually, once it leaves our building it can take 1-4 business days to be delivered depending on where in the country you live. Tracking with the courier can also show if there are any delays and when you can expect the parcel. If you have concerns, please contact the courier of your choice before contacting us - they are often able to help at the local level. If we receive credit for lost items we will refund that to you - however, we cannot accept any liability beyond that.
Damage
We pride ourselves on the very limited amount of damage our parcels endure in transit. We cannot however, be responsible for the handling of parcels by the carriers. If your parcel arrives damaged, please check the contents and let us know at orders@canwax.com *If glass, always accept the parcel and then let us know. One broken jar can sound like twenty!
Theft
Parcels stolen from your doorstep, cannot be our responsibility.
Incorrect Shipping Information
Please verify that your address is correct when placing your order and again when you get your order confirmation email. If you notice your address is wrong - please contact us immediately so we can change it in the system.
If you have provided incorrect information and your parcel is refused and returned, you will be responsible for the new shipping costs. Also, if you choose to cancel this order - there will be a 15% restocking fee.
Taxes & Duties
We do not collect or remit taxes or duties on international shipments and it is up to the purchaser to pay any related taxes or duties.
Other
If you have any other questions just drop us an email at info@canwax.com
Thank you for shopping with Canwax!