Shipping & Returns

SHIPPING POLICY

Orders will usually be processed and shipped via Canada Post or UPS or Local Delivery on the next 1-2 business day after receipt of your order (excluding weekends and holidays), unless otherwise stated on the website.

  • Shipping costs and times will be calculated and displayed on the checkout page. For orders above $100 CAD in most Canadian provinces, we will offer free shipping. It usually takes between 2-9 business days to arrive. Unfortunately, we are currently unable to ship orders to Yukon, Nunavut and Northwest Territories.
  • For orders shipped to the United States, we do not charge Canadian taxes. However, buyers may be subject to U.S. duties and taxes. We are not responsible for costs incurred during customs clearance. For orders over $100 USD, we will provide free shipping. It usually takes between 4-9 business days to arrive.
  • When your order has shipped, you will receive an email notification from us which will include a tracking number that you can use to check its status. Please allow 48 hours for the tracking information to become available.

    If you haven’t received your order within 10 business days after receiving your shipping confirmation email, please contact us at hello@nebulagrass.com with your name and order number.

    We always want to deliver the goods to our customers in the shortest possible time. However, there are times when we may have potential delays due to a high volume of orders or postal service issues that are out of our control.

     

    ONLINE RETURNS & EXCHANGES POLICY

    If you are unsatisfied with your purchase, we are happy to help you with returns and refunds.

    Please note the following provisions for returns:

    • Returns and exchange must be requested within 30 days from receipt of the items*.
    • Items must be in original condition and packaging*.
    • Discounted or customised items and gift cards are not eligible for return.
    • Purchases from retail partners cannot be returned to our online store.
    • All shipping costs, import taxes and duties are non-refundable.
    • A 15% fee on the order's total value will be charged for all returns.
    • A 10% fee on the original order's total value will be charged for all exchanges.

    *Within 30 days from receipt of the items: if items purchased in one order are delivered in multiple shipments, the return period starts from the arrival date of the last delivery.

    *Original condition and packaging: unused, unlaundered, with label cards and tags (if any), within the original packaging.

     

    Defective

    For your benefits, we encourage you to inspect the order upon receipt. If the items are defective, damaged or if you have received the wrong items, please contact us immediately and we will assist you in resolving the issue.

     

    Return & Exchange

    To start a return or exchange, you can use the form at the bottom of this page or contact us at hello@nebulagrass.com. Please use the same email address as in the order and include the order number in the comment or email.

    If your request is accepted, we will send you a return shipping label and instructions on sending your package. Items sent back to us without first requesting a return will not be accepted.

     

    Refund

    Once we have received and inspected your return, we will notify you if the refund was approved or not. In case of approval, you will be automatically refunded on your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

    If more than 15 business days have passed since we have approved your return, please contact us at hello@nebulagrass.com.

     

    Last updated: 2024/12/03

     

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