Crystal Soul-Journ & Supply
Sales Terms
All sales final. Generally we do not accept returns or exchanges. You agree to these Terms and Conditions when you place an order with us.
What to do if it’s damaged
Since all sales are final it’s important you contact us right away if you receive a damaged item. Contact us at [email protected] and send photos of the box and product as you received it so we can make an insurance claim. Once insurance has approved the claim, we will issue a full refund to you. We will also instruct you what to do with the damaged product once the claim has been approved. Please store it safely until the time you are notified, thank you.
Exchanges / Exceptions
All sales are final, however if you are completely unsatisfied with your product, contact us and we will consider a store credit or exchange for similar product (if available). Note this is an “exception” and requires approval. Many of these pieces are one of a kind, therefore we reserve the right to offer you either a store credit vs a replacement, if this request has been approved. Note that any credit will have the original shipping & insurance costs deducted from the credit total.
Please contact us at [email protected] to see if you qualify for an “exception”.
Returns for Exceptions
Once you’ve been given clearance to return an item on an “exception” note that you will be responsible to pay for shipping, tracking and the insurance (full cost of item) to return the item to us. The item must be returned in original condition for credit approval to apply. Once received and inspected, credit confirmation will be emailed to you.
Ship to:
To return your product, you should mail your product to:
Crystal Soul-Journ & Supply
PO Box 84175
Calgary, Alberta,
Canada T3A 5C4 403-804-3552
FAQ
Shipping
How long will it take for my order to be shipped?
Orders are shipped out Monday to Friday. We use different carriers for shipping and charges are according to their weight and size rates. You will be sent an email with your tracking number and instructions on how to track your order when it is shipped.
My item was damaged during shipping, what should I do?
Unfortunately on occasion an item may arrive damaged or defective. Please email us at [email protected] along with photos of the damaged product and it’s box. We will start a claim with insurance.
Why is my tracking number not working?
It takes shipping carriers approximately 24 hours to up date your shipping information after you have received your shipping confirmation email.
It may even take longer for carriers to update their tracking system around holidays and weekends.
If you don’t see any tracking updates and still haven’t received your package after 10 business days, please email us at [email protected]
Why is shipping so high?
We specially package your items to make sure they remain intact and arrive safely. The price we charge reflects the price rate of the carrier for size and weight to cover those costs. We also insure the shipment at it’s full cost in case of damages. The higher the price, the more the insurance costs. The price you pay is the exact price the carrier sets, there are no added or hidden fees. It is what we have stated on the retail page. No hidden fees.