About Metamorphosis Soap

Our standard method of shipping is Canada Post Expedited. Once a package leaves our warehouse, we have no control over its movement. We can't guarantee a date that your order will arrive. We reserve the right to invoice a customer if additional shipping is required because UPS, rates can vary day-to-day. You will be emailed a shipping invoice for any additional shipping required. Metamorphosis Soap is NOT responsible for stolen parcels. If a parcel was left at your address and has gone missing we will file a claim with the courier on your behalf but we will not re-ship or refund your order until the courier deems the parcel as lost or undelivered. Canada Post orders of $100 or less before tax are insured by default. Orders over $100 before tax will have additional insurance added to cover the value of the order. All orders, no matter the courier, will be shipped with "signature required". If you would like "no signature required" please add a note to your order. NOTE: Choosing "no signature required" will void all insurance on the parcel including replacements or refunds for any damages or losses. This applies to all couriers. Additional insurance does not guarantee a full refund of your purchase. The courier must still investigate loss or damage and decide on any payouts. When selecting your shipping method please note the following; Monday to Friday are business days. Couriers only pickup on business days. We do not pack/ship on weekends or stat holidays. PRIORITY SHIPPING: ships within 24hrs or 1 Business Day. XPRESSPOST: ships within 48hrs or 2 Business Days. REGULAR/ EXPEDITED/ ARRANGE MY OWN COURIER: orders are shipped/packed in the same order they are received. Orders placed after 1:00pm on Friday or any time on Saturday or Sunday will be added to their respective queues on Monday morning. USA ORDERS USA orders are packed in the order they are received. Our default courier is Canada Post. If you would prefer a different courier for US bound orders (UPS) please add a note to your order. We reserve the right to invoice a customer if additional shipping is required. PICK UP ORDERS When the order is ready for pick up, you will get an email notification. Pick up Orders are held for 14 days. You will be reminded at intervals that your order is still available for pickup. Orders not picked up after 14 days are subject to cancellation with a 20% restocking fee. Please contact us if you are unable to pick your order up within 14 days of placing it. DISCREPANCIES If there is a discrepancy in your order (wrong item, missing item), please email us at metamorphosissoap@gmail.com with your order number and pictures of the discrepancy: Online: 30 days of the order being delivered. Online Pickup Order: 30 days from date picked up. After 30 days we will not be able to correct the order. DAMAGES/DEFECTS If your order arrives damaged, pictures of the box and damaged contents must be emailed to us at metamorphosissoap@gmail.com in order to file a claim with the courier. RETURN TO SENDER PACKAGES If your order is returned to us because it went unclaimed at the post office, we will contact you by email asking if you would like to have it reshipped. If you choose to have the order reshipped you will be sent an invoice for the cost to reship plus the amount that the courier charged us to return the package to our warehouse. If we don't receive a response within 48 hours the order will be refunded with the cost of shipping withheld along with a 20% restocking fee. Example: Reshipping invoice price: $20 Cost to ship: $10 Courier cost to ship back to our warehouse: $10 RETURNING AN ITEM/CANCELLING AN ORDER FAQ I want to add on to my order: We cannot make additions to orders. You will need to place another order but you may select Pick Up so you're not charged shipping. Please add your original order number in the note section on the Cart page of your add on order. We will then ship both of your orders together however you will not receive a shipping confirmation for your add on order. You do not need to call or send us an email to let us know you've placed a second order. We reserve the right to invoice a customer if additional shipping is required for the add on order(s). We cannot accept add on orders if your original order date is listed on the website banner as a date currently being shipped or if your order has been fulfilled and a tracking number has been sent to you. I just received a shipping notification, but I can't track my order? You will not be able to track your order until after Canada Post has picked up from us and scanned the daily manifest which is late in the afternoon, Monday - Friday. Canada Post does not pick up on weekends or stat holidays so if you receive a shipping notification on a weekend/holiday, you will not be able to track it until Monday/next business day evening. I placed an add on order and got a shipping notification for my original order but didn't get one for the add on? Orders with the shipping method Pick Up cannot have tracking numbers attached to them. You can log into your account to see the fulfilment status of your add on orders. My order says "delivered" but it wasn't, what do I do? Please wait 24 business hours after receiving the notification before contacting us to give the courier drivers time to complete delivery. If the order has still not arrived, check with your neighbours, post office, community mail room, etc., please contact us by email with your order number. We will open a ticket with the courier for investigation. If the order is deemed lost and we are credited back, we will offer to reship your order or refund you to a gift card only. Where do we ship? We ship anywhere in Canada and continental USA. We are not able to ship internationally as we are not able to provide the correct documentation required at this time. How much will shipping cost? Shipping rates are calculated on the Cart page as well as during the checkout process. These rates come directly from Canada Post.