At Calia, we strive to produce the best quality products at the best value. We try to ship all orders between 24-72 hours of your order confirmation, sometimes sooner. 

Changes to orders:

We do not accept changes to your order after an order is confirmed. If you need to make a change to your order for any reason, please email us up to 1 hour after your order is confirmed, and we will do what we can. We do not offer order cancellations outside of attempts to adjust items. Orders are processed ongoing throughout the day, in order to provide our customers with the best possible service. Even if you have not received an order fulfillment notification, your order is likely to be in our system already. 

Global Shipping Policies + Discounts:

As we ship to most destinations worldwide, please read carefully the following offers and conditions depending on where you are located geographically. 

Canadian Customers:

• Please visit our Canadian site. 

United States: 

• Orders are shipped using UPS Standard or DHL Express depending on what is selected. We ship to PO boxes and APO addresses with Canada post. DHL Express is our fastest guaranteed delivery to the USA. 
  
• All USA customers will receive a confirmation email once the order has shipped, and all orders receive a tracking number. 
• Orders over $25 qualify for a flat shipping rate of $8.99. 
• Orders over $95 qualify for free UPS ground shipping!
  *Please note some overseas locations in the USA are exempt from discount and free shipping including Hawaii, Alaska, Virgin Islands and Puerto Rico. Please contact us if you do not see a rate for your shipping location. Additionally, if you have an APO address, free shipping rates may not apply. Depending on where you are located, you may be directed to the site that applies to your specific APO address. 
• Shipping times to the USA can take from 4-14 days, depending on your location. Please note these shipping times are an estimation and are not guaranteed. We are not responsible for additional duties, taxes, or customs delays.  

International Destinations: 

• We ship to most destinations worldwide. If you do not see a published rate for your country, please contact us to inquire about special circumstances. All international surface mail orders are shipped using Canada Post unless a faster airmail express shipping is selected. Canada Post is a reliable service that delivers to all parts of the world. 
• For Canada Post surface mail orders, we are not able to provide a tracking number. If you wish to receive a tracking number, please choose a different shipping method (this will be more expensive). 
• Shipping times to international and overseas destinations via surface mail can take anywhere from 6-14 weeks, depending on your location. Shipping to New Zealand and Australia can take up to 14 weeks, sometimes longer. These shipping times are not guaranteed, but an estimation. All international orders may be subject to duties and import taxes. Please note we are not responsible for additional duties, taxes, or customs delays. Alternatively, DHL offers faster shipping at a higher cost. Please do not select ground shipping if you cannot wait.
• If you do not see a suitable shipping method at the time of your order (our online system can only access up to date + available rates and methods with Canada Post), please contact us and we will try to assist you through the order process. . 

Returns:

If for any reason you are not satisfied with your Calia product, please be in touch with us and we will either suggest a replacement product or provide instructions for a return. It is our intent to pair our customers with the best possible product for their needs, so please ask and we will do our best to help you. We do not accept return requests for items older than 60 days from the date of purchase. Shipping costs and additional customs duties or charges on the returned product are the responsibility of the customer and bottles must be no less than 50% full in order to process a return. Please note we cannot accept returns on TEK products unless the product is defective. 

For returns from the USA, be sure to include the Tariff code: 9813000092. Any return paperwork must specify that the product originates from Canada and that it is goods being returned. 

Damaged Product:

If your package arrives damaged or missing product, please contact us immediately and we will provide instructions for your claim. In order to receive a replacement, customers must send us a photo of the damage. Otherwise, a gift card will be issued for the price of the product. Please note all damaged or missing items must be reported within 7 days of receiving your package.

Unclaimed Packages:

Unclaimed packages that are sent back to us will be refunded the product cost only, minus the return shipping cost and a 15% re-stocking fee.

Orders returned to us older than 6 months from the date they were placed will be eligible for the product cost less the re-stocking fee value in the form of in-store credit only. 

Undeliverable Packages:

If your package is undeliverable due to an incorrect address, customers will be refunded the product cost only, minus the return shipping cost and a 15% re-stocking fee. Orders will not be re-sent and will need to be placed again through our checkout.

Orders returned to us older than 6 months from the date they were placed will be eligible for the product cost less the re-stocking fee value in the form of in-store credit only. 

Missing Packages: 

We are not responsible for items delivered by UPS that go missing once delivered successfully. It is the responsibility of the customer to ensure someone is home to successfully receive the package, or make arrangements for an alternative location if that option is available (see UPS MyChoice). Calia is not responsible for items that are lost or stolen once proof of delivery is confirmed. 

Delivery Times:

Please note that delivery times by surface mail to all destinations are estimations, and are not guaranteed. Calia is not responsible for delays caused by countries customs inspections, or for packages that are delayed in arriving for any reason. In the event you require your product faster, please select a shipping option that can provide this guarantee. If you select un-tracked surface mail, we cannot be held responsible for any lost or missing items. 

Thank you for your continued support of Calia and our products!