FAQs

CUSTOMS DUTIES AND TAXES

Do I have to pay customs duties on my purchase?

Packages shipped internationally may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination.

You are responsible to comply with the laws and regulations of the country of destination. nurturemassagecalgary is not responsible for any of these additional charges that may apply. The fee may vary depending on your order value, country limits, and other factors based on the product itself. You are responsible for any fees that are payable to the appropriate customs agency.

Goods arriving in the USA

When goods are shipped into the US, the buyer (you) is responsible for any fees/taxes/duty that may accrue on the merchandise when it clears Customs and Border Protection (“CBP”). Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

Why am I being charged tax?

We are legally required to charge two different types of taxes:

Sales tax on some orders going to the US
GST/HST for orders fulfilled in Ontario, Canada.

ORDER

I need to make changes to my order, how do I do this?

We ship items out very soon after receiving orders. So, if you need to make changes regarding your order, please email us as soon as possible as you have extremely limited time to make changes before they are processed. We cannot guarantee the changes. However, do the following:

Use email address [email protected]
Write the subject as 'Changes'.
Include your order number.
Include the desired changes.

Can I cancel my order?

Unpaid orders will be canceled automatically after 24 hours.

Can I cancel a paid order?

You may cancel a paid order only if it has not been shipped out. nurturemassagecalgary cannot cancel orders which have been shipped out. Once you receive our shipment notice, the order cannot be canceled.

How long does it take for my order to ship?

Your order will be processed first, and processing usually takes 2-7 business days. The shipping time will depend on which country you're shipping from. However, we will send you an email if the processing of your order takes longer than expected.

What should I do if I don't get an email confirmation that my order is being shipped?

nurturemassagecalgary will send you an email once your order has shipped. However, if you did not receive an email, you may have entered your email incorrectly, or it could have gone to your spam folder. It usually takes 3-7 business days to process your order then it is shipped. If you have not received a confirmation email about your shipment within 7-10 days of the date you placed your order, then please contact us at [email protected].

TRACKING

Do you offer shipping with tracking?

Yes, all nurturemassagecalgary's shipping methods have tracking. Note that the quality of tracking may differ for some local carriers.

How can I track my package?

Tracking your order is simple and easy to do. We will send you an email letting you know once your order has shipped. You can also track your order on our website.

SHIPPING

Do you ship to my country?

Unfortunately, we only ship to Canada and the USA.

How much does shipping cost?

We use live shipping rates calculated at checkout.

How do live shipping rates work?

Live rates are carrier-calculated real-time rates.

Here are our live rate shipping options:

Overnight: next day delivery in the US
Express: 1-3 business days in the US, Canada

Fixed, Flat rate shipping options:

Standard: 3-4 business days in the US, 6-12 days in Canada

You will see the specific carrier delivering the package in the order confirmation email.

All orders shipping with the overnight delivery method for domestic orders will automatically be marked as priority in our system. For international shipments, orders with the Express shipping method will be marked as priority.

Some shipping methods will show up for specific orders. For example, overnight shipping is only available for orders going to an address in the US. Similarly, express or standard shipping may not be available for all destinations. Only the methods available for the particular address will show up at the checkout.

Do all items in orders always ship together?

There are some products that we will ship separately due to packaging differences.

These products are mugs, framed posters, posters, canvas, jewelry, and backpacks.

DELIVERY

What is the estimated delivery time, and how is it calculated?

nurturemassagecalgary’s estimated delivery time (EDT) is our prediction of when an order could be delivered to you. The EDT is the sum of estimated fulfillment and shipping time. Think:

estimated fulfillment + estimated shipping = estimated delivery time

Our fulfillment time average is 2–7 business days for all products. When we calculate the estimated fulfillment time, we take into account the current order volume and our capacity.

The estimated delivery time is just an estimate; it is not a guarantee. You can receive the order past the EDT for reasons like:

Products being out of stock
Shipping related delays like failed delivery attempts, service disruptions

How long will it take for my order to arrive?

Our products are ship from the USA, Canada, Europe, and China, and the delivery times will be affected by where the product is being shipped from and where you reside. On average, you should receive your order:

Canada: 6-10 business days

USA: 3-4 business days

Please note:

Items being shipped from Europe and China: 2-4 business weeks

Why have I only received a part of my order?

When our customers make their orders, we try to get the products packaged and shipped out as fast as possible. Also, some items ship from separate locations resulting in your order being split, leading to one item in your order arriving first. You are still able to track all items in your order.

SIZE

How to choose my size?

You will find a size reference on each product page or the Size Chart page of the website. Customers may compare the reference measurements with their measurements to find the best choice.

The most effective way to choose your size is to take your measurements and compare them to the detailed sizing chart that we have provided on each product page. Doing this will help you pick the size that is best for your body type.

ATTENTION there may be a deviation in the size of some items by 1-3 cm because some apparel is Asian-sized, and this, is specified on product pages.

Please note: One size does not necessarily fit all sizes due to differences in body shapes. It also means there is only one size for this product.

I chose the wrong size product; what do I do?

Please see (Will I be able to exchange or be refunded because I chose the wrong product size? in returns)

RETURNS

How do I report a problem with my order?

You can report problems with an order by emailing us at [email protected].

Be aware that we may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to [email protected], then we'll gladly send a replacement at no cost to you.

What if my item is mislabeled?

If a mislabeled item was accidentally let through our quality control, we take full responsibility and will provide a free replacement. Just send a photo of the mislabeled goods to [email protected], then we'll gladly send a replacement at no cost to you.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to the sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by the customer.

We will contact you to determine how you would like to proceed and get an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.

Will I be able to exchange or be refunded because I chose the wrong product size?

Wrongly ordered sizes will not be eligible for refunds or exchange. So, please pay keen attention to the size charts provided on all product pages before placing your order.

I changed my mind about my purchase, can I get a refund?

nurturemassagecalgary only offers refunds for damaged or mislabeled products, not for buyer’s remorse.

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