Shipping policy
Shipping Policy
Processing Times
Orders are typically processed within 1–3 business days after payment is received. During peak periods, holidays, promotions, or severe weather events, processing times may be slightly longer.
Once your order has shipped, you will receive a shipping confirmation email with tracking information.
Shipping Rates and Delivery Estimates
Shipping rates are calculated at checkout based on destination, package weight, and selected shipping method.
Estimated delivery times are provided by the carrier and are not guaranteed. Delivery delays may occur due to customs processing, weather conditions, carrier disruptions, or other circumstances beyond our control.
Domestic Shipping
We ship throughout Canada and the United States using trusted courier partners.
Orders shipping within Canada and the USA may qualify for promotional shipping offers when applicable.
International Shipping
We proudly ship internationally to many countries worldwide.
Please note:
- International delivery times vary by destination.
- Customers are responsible for ensuring that products ordered are permitted for import into their country.
- Certain countries may restrict or prohibit incense, fragrance products, essential oils, or related goods.
Duties, Taxes & Import Fees
For international orders shipped outside Canada, the customer is responsible for all applicable:
- Customs duties
- Import taxes
- VAT/GST
- Brokerage fees
- Tariffs
- Additional customs or carrier charges
These charges are determined by the destination country and are not included in the product price or shipping charges unless explicitly stated.
If duties or import fees are refused by the customer and the shipment is returned to us, any return shipping costs, brokerage charges, customs fees, or carrier penalties incurred will be deducted from the refund amount.
By placing an international order, the customer agrees to accept responsibility for all import-related charges and customs requirements.
Incorrect Addresses
Please ensure that your shipping address is complete and accurate before placing your order.
We are not responsible for delays, losses, or additional shipping charges resulting from incorrect or incomplete shipping information provided by the customer.
If a package is returned due to an incorrect address, additional shipping charges may apply to reship the order.
Lost or Damaged Packages
If your package arrives damaged or appears lost in transit, please contact us within 7 days of delivery or expected delivery date.
We will work with the shipping carrier to assist in resolving the issue; however, resolution timelines may vary depending on the carrier’s investigation process.
Contact Us
If you have any questions regarding shipping, customs, or delivery, please contact us through our website contact form:
Between Heaven & Earth Contact Page
Between Heaven & Earth Mfg Ltd
344 Front Street
Kaslo, BC V0G 1M0 Canada
Phone: 250-353-4000