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    Shipping + Delivery

    CURB SIDE PICKUPS DURING COVID-19 PANDEMIC

    Curb side Local Pickup is now available in Maple Ridge, British Columbia.  Pickup days are limited to Tuesday, Wednesday and Thursday between 9:30am - 2:30pm. You must choose a pickup time and date within the 14 day time frame of your order date. Please follow all instructions on the order confirmation for pickup or the email confirmation you receive. 

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    CANADA & USA

    We offer free domestic expedited shipping in Canada on orders over $100 CAD. 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 care@ativoskincare.com with your order number.

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    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.

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    DAMAGED / INCORRECT ORDER

    Please complete a Route shipping insurance claim here.  Sometime 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 do not ship replacements for products damaged in transit, all claims must be processed via Route.

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    RETURNED PACKAGES

    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.

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    LOST PACKAGES

    On rare occasions packages do get lost in transit. While we are not responsible for any lost items, we want to ensure you receive the products that you ordered. If you believe your package has been lost, please complete a Route shipping insurance claim here. If you did not add shipping insurance, please review your tracking information and contact the chosen postal carrier to request an investigation into the whereabouts of your order.

    Shipping carriers can typically take 21 to 28 days to find lost parcels after the last update on the tracking was made.

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    SHIPMENTS MARKED AS DELIVERED 

    If you have not received your order and the tracking suggests delivery, please complete a Route shipping insurance claim here. If you did not add shipping insurance, please review your tracking information and contact your chosen postal carrier to request an investigation into the whereabouts of your order. 

    It is the customers responsibility to contact the courier for further information about delivery, as it may be held for you at the local post office, may have been left with a neighbour or left in a secure place for you.

    Although we not responsible for any parcels marked as delivered, we want to ensure you receive the products that you ordered, which is why we pre-select Route shipping insurance on all orders. If you unchecked the insurance shipping box, please file a claim directly with the chosen shipping carrier for a refund of your purchase and any shipping costs.

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    INTERNATIONAL ORDERS

    Ativo Skincare ships globally but is not responsible for delays that occur due to international customs issues, nor any additional fees or taxes that your country may require. This means that ANY and ALL fees that you are charged are your responsibility. 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.

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    REFUNDS

    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.