Shipping & Returns

Shipping

We currently ship to Canada, the US & everywhere in between. We are working to be able to ship outside of North America in the near future. Go ahead and tag, mention or DM us if you’d like us to ship to your country

Our warehouse team ships your order from our distribution center located in Parkdale, Toronto. Orders are processed between  Monday to Friday 8AM-3PM EST (excluding statutory holidays). All orders begin processing on the next business day. Orders placed on Friday will begin processing on the following business day. We strive to ship all orders 48 hours after processing has begun

You will receive an email with tracking information when your order has shipped. After receiving your shipping confirmation, please allow 24 hours for the shipment status to update

Once your order leaves our warehouse, your order will arrive within 2-10 business days, depending on your location in North America. Delivery times do not include weekends or holidays. All shipments will include full insurance coverage (theft or damage) and a tracking number

Carrier delays may cause shipments to be delayed

Overnight/Priority Shipping

The cutoff for priority shipping is 9am Eastern Standard Time from Monday to Friday. Orders placed before 9am EST will ship on the same day. Orders placed after 9am EST will ship on the next business day. An order placed after 9am EST on Friday will ship on the following business day

Customs & Duties

When orders reach their US destination, they may be subject to customs clearance procedures which may cause delays beyond original delivery estimates. Additional fees may also be incurred depending upon the import laws

Rosa Rugosa is not responsible for the payment of any duties and taxes not included in the original purchase price

Security

All orders undergo third party security screening and will be shipped out upon approval. Unapproved orders will be cancelled and refunded

Returns/Refunds

Need to make a return? Jump over to our return form to initiate the return. We'll take care of the rest. We accept returns within 7 days of delivery confirmation. Please note that shipping fees are non-refundable. Requests will be processed and your refund will be issued once we receive the items back in our warehouse. Please allow your bank to process the refund. This may take a few business days. If you haven't received your refund after receiving your refund confirmation, please contact your banking institution

Exchanges

If you would like to exchange an item you purchased, please initiate a return within 7 days of delivery and place a new order at your convenience

Postage Fee

A postage fee enables us to offer pre-paid return labels for all orders

This fee helps cover the cost of return shipping to our warehouse in Toronto. This fee is not built into our prices because we believe in making our products available to you at the fairest possible cost

For any questions or concerns regarding our return process, please contact cs@rosarugosa.ca

Order Modifications

If your order hasn’t been shipped, we can modify or change your order. Please contact us immediately via email or you can contact us by emailing cs@rosarugosa.ca and we will do our best to accommodate your requests

Lost Shipments

Rosa Rugosa is not liable for shipments lost in transit once the shipment leaves our facilities

If your order status is Delivered, please check the vicinity of your home to ensure it was not dropped at a side door, lobby, or mail room, and ask your neighbors if they may have received it for you. Carriers also occasionally mark packages as Delivered before they’re dropped off

If you believe your shipment has been lost, please contact our Customer Care team and we will attempt to locate your package