Shipping and Pick ups
PROTECTING YOUR ORDER WITH INSURANCE
Mail carriers no longer insure glass during shipments due the the fragility of the material. Insurance is an optional product but is highly recommended. In the event you do not purchase insurance, Ativo Skincare Inc. will not be responsible for any loss, damage or theft. We will submit a claim to Canada Post on your behalf but you understand the risk that time and costs may not be covered.
WAREHOUSE PICKUP TIMES
Pick up is available for free. We will refund your fee upon pickup as well as any route protection that was accidentally added.
Hours available for pickup are
Tuesday 10am-4pm Wednesday 1pm-4pm
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. 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 its added properly.
LOST AND DELAYED ORDERS
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 after 10 business days and the tracking information is unclear, please complete a Route shipping insurance claim here.
If your package arrives to you damaged and/or broken, we are happy to replace it for you if you have purchased route insurance protection. In order for us to replace the items for you, you must file a route insurance claim within 24 hours upon receipt of your package. We may ask you to send the broken items back to us (we will cover shipping costs) before sending your new item. Only the damaged items will be replaced. Please note, if these steps are not taken, then we will be unable to replace the broken items - there are no exceptions. Route shipping insurance claim here.
If an item is missing from your order we will make it right. We may ask you to send the incorrect items back to us (we will cover shipping costs) before sending your new item. Do not open items if they are incorrect.
INCORRECT ADDRESS RETURNS
If your package is returned due to incorrect address or unclaimed mail, you will be responsible for shipping fees to resend the package. The shipping fees will be invoiced to the customer before re-shipping your order.
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. 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.
As an artisanal skincare line, 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 here.
Exchanges and credits are offered on unopened boxes only. All packaging must be in original condition and free from damage. Customer is responsible for return shipping charges.
We cannot modify or cancel orders once they are placed. Please try reaching out to the carrier to request your package be returned to sender. Please note that this service is not free and may incur shipping costs that will not be refunded and you will be responsible for.
Coupon codes must be entered in the allotted section at checkout before your purchase is made, please note that we cannot retroactively apply a code after the purchase is made. There are no exceptions.
**Insurance is an optional product but is highly recommended. In the event you did not purchase insurance, Ativo Skincare Inc. will not be responsible for any loss, damage or theft. Please contact Canada Post or UPS directly here to submit a claim at 1-866-607-6301 or submit an online service ticket.