Shipping + Delivery
CURB SIDE PICKUPS DURING COVID-19 PANDEMIC
Curb side Local Pickup has been suspended during the Covid 19 pandemic until further notice. We will revisit the policy once Health Canada has lifted their orders.
ROUTE INSURANCE PROTECTION
CANADA & USA
All orders ship from Maple Ridge, British Columbia
Free shipping will automatically be applied to your order upon reaching the minimum required amount. Free shipping minimum must be met before taxes and after discounts are applied.
All Canada and USA orders are shipped with tracking. If you cannot locate your tracking number, please email email@example.com with your order number.
PO BOX If you choose to ship to a PO Box please ensure you contact us to ensure address is properly allocated to the order. PO Box addresses are sometimes not accepted therefore we need to ensure it's added properly.
ORDERS NOT RECEIVED YET
Please check the tracking ID you received via email. If there is limited information there may be a postal service delay (or customs delay if you’re from outside Canada.
We kindly ask that you remain patient, and only ask us to investigate if it has been more than 10 business days since you placed your order.
If your order has not arrived within 10 business days and the tracking information is unclear, please complete a Route shipping insurance claim here.
If you did not add shipping insurance to your order, please file a claim with your chosen shipping carrier.
DAMAGED / INCORRECT ORDER
Please complete a Route shipping insurance claim here. Sometimes an item can arrived damaged therefore we pre-select Route shipping insurance on all orders. If you did not add shipping insurance, we can provide you with a credit for the damaged items, however you must place your order again. We will not provide a credit for items damaged and won in a giveaway without insurance. We do not ship replacements for products damaged in transit, all claims must be processed via Route.
If an item is missing from your order we will make it right. Please email us a copy of the front of your invoice along with a clear image of your shipping label showing us the weight of your package to firstname.lastname@example.org.
If your package gets returned to us as incorrect address or unclaimed, you may choose to be refunded for the product(s), not for shipping or alternatively, we can ship your order again. The shipping fees will be invoiced to the customer before re-shipping your order.
On rare occasions packages do get lost in transit. If you believe your package has been lost, please complete a Route shipping insurance claim here.
SHIPMENTS MARKED AS DELIVERED
If you have not received your order and the tracking suggests delivery, please complete a Route shipping insurance claim here.
Ativo Skincare Inc. ships globally but is not responsible for delays that occur due to international customs issues, nor any additional fees and taxes that your country may require. We will not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees. To calculate what the fees may cost for your Country, visit https://www.dutycalculator.com
It is possible that the delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment.
At Ativo, we are fully committed to our customer's satisfaction and want you to truly enjoy our products.
As an artisanal skincare line and each product is batched in small quantities to ensure freshness and care. While it is our deepest hope that you truly enjoy every product that you order from us, we understand that everyone's skin type is unique and individual, and resonates differently with skincare products. We encourage you to reach out to us before buying should you have any questions, or if you have sensitive and/or reactive skin. Alternatively you are welcome to take the skincare quiz.Due to the nature of our business, we cannot offer exchanges or refunds for any product.
NO ROUTE PROTECTION PURCHASED