Shipping & returns
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
We offer a 100 % money back guarantee, if the product is defective or damaged. We require proof of damages to process the return. Once damages have been confirmed we will either:
- Offer a full refund without requesting the return of the damaged item
- Offer a partial refund (depending on the severity of the damage) without requiring the product to be returned
- Offer a replacement item with or without requiring the return of the original
Returns must be shipped back at your own expense, once we have received the product we will refund the full amount of your original purchase.
Please include the following: the name and order number on the returned parcels.
Please note: If your package is on the way, you must wait for it to arrive before receiving a refund. Once received, we will notify you & issue your refund.
To start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at [email protected].
Shipping Information
Earth Culture ships all over Canada from Ajax, Ontario, and we provide all shipments with a tracking number. Once your order has been shipped, you will receive an email update with shipping details along with the associated tracking number. Please check your spam/trash folder if you do not receive a confirmation email within 24hours MON-FRI.
Earth Culture delivers packages through these carriers : Canada Post & FedEx
Most shipping carriers do not ship to PO boxes. If you enter a PO box for your shipping address, Earth Culture might have to contact you to provide an alternative delivery address.
Please note that tracking information might be updated between 1 to 2 business days after your order has been shipped.
Free Shipping
All orders over CAN $199 placed through Earth Culture qualify for FREE Shipping*.
We reserve the right to cancel & refund any package where we cannot economically ship an item. If this happens you will be refunded in full and notified of the issue. We can ship to most parts of Canada with the exception of very rural areas. Free shipping customers may not be able to use a PO Box address, as this limits our options when choosing the best value courier.
* There are a very small amount of products that ship only on a pallet due to size and weight, these items do not qualify for free shipping as the shipping costs vary widely depending on delivery location. These items will have a prominent note in the top of the product description they do not qualify. If you purchase one of these items we will contact you with the shipping cost. If you decline to pay the extra cost we will refund the order. You may contact us in advance for a shipping estimate.
Handling Time
There may be up 1 to 2 business days of Handling Time before your order is shipped. Our shipping department operates Monday to Friday, from 10AM to 6PM.
Damages and issues
Please inspect your order right away and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable or sterile goods (such as muchroom substrate), nutrients or fertilizers that have been opened (seal has been broken), custom products and requests (such as special orders). We also do not accept returns for hazardous materials. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Warranty
Earth Culture may be able to exchange products under warranty with the manufacturers approval. Some brands do not allow us to facilitate the warranty process and must be contacted directly by the customer for warranty support. If you have a warranty issue please contact us or reference the warranty terms in the product manual. Clearance products are final sale only, and cannot be returned for exchange, credit or refunds.
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