Delivery Policy
Our goal is to process and ship out orders from our warehouse within 5 business days, excluding the time it takes for our courier partners to deliver the package to you.
Orders placed on weekends or holidays will be fulfilled and delivered on the next Business Day.
Shipping and delivery estimates do not include our order processing time. Orders are also not shipped out on weekends or holidays.
Orders of 15 cartons or more qualify for free shipping.
ORDER PROCESSING
After your order has been placed, you will be notified with an order confirmation email. Your order will be processed in our warehouse within 5 business days, subject to peak holiday periods. Please note, if you receive a tracking number during a weekend or major holiday, your order is prepared for shipment, but it is not handed off to a shipping carrier until the following business day. Once your order has been picked up, you will receive an email or text message from the courier containing your tracking information.
We reserve the right to require additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via phone or email only when absolutely necessary. Please make sure you provide us with current contact information during checkout.
ORDER TRACKING
Tracking numbers are automatically generated when we print your shipping label during order processing. You will receive either an email or text notification containing the tracking number sent to the email address or phone number you provided during checkout.
Please check your email's "spam" folders if you did not receive a tracking number
You may also find & view all tracking information directly by logging in to www.flavouralchemy.com account.
Canadian customers can track their packages using https://www.fedex.com/en-ca/.
SHIPPING OPTIONS AND SERVICEABLE AREAS
We currently ship to select Canadian postal codes in British Columbia, Alberta, Ontario, Saskatchewan, Quebec and New Brunswick. Limited shipping options may be available in some areas. We may restrict shipping to certain addresses such as retail locations, warehouses and freight forwarding companies.
We currently do not ship to P.O. boxes.
CANCELLATIONS
Although we try our best to accommodate changes, orders cannot be cancelled once the status is marked as “fulfilled”. By placing an order with us, you acknowledge that the items order, and delivery information is accurate.
EXEMPTIONS TO GUARANTEED DELIVERY TIMES
Courier services we ship with cannot guarantee delivery times in the event of outside factors beyond their control and for which they cannot be held responsible. These include, but are not limited to: national holidays, inclement weather conditions and natural hazards (ie: floods, wildfires, hurricanes, etc).
LOST OR DAMAGED PACKAGES
Lost In Transit
In the event that a package has exceeded its estimated delivery date by more than 21 business days, please notify us at gerneral@flavouralchemy.com and we will open up a claim on your behalf as the shipper of the item with the courier company.
Incorrectly Marked As Delivered
In the event the package is marked as delivered without having been received, please connect with anyone who might have retrieved it on your behalf (Ex: Concierge, Family Member, Roommate, etc) and review your tracking information to ensure that it has not been made available for pickup before contacting us with your inquiry. If you are unable to locate your missing package, you must notify us within 5 days of the marked delivery date in order to file a claim.
Damaged Packages
In the event your package arrives damaged, please reach out to our customer service team within 5 days of delivery. We may initiate an investigation on a damaged package and you may be required to submit pictures of the condition the package arrived in. The courier may reach out to you for an inspection. Please monitor your emails and respond to communications from Flavour Alchemy and our courier partner.
Courier Investigation
A courier investigation may take up to 15 business days, or longer in complex cases. Unfortunately, we must wait until an investigation has been completed before resending or refunding the order.
For any inquiries relating to lost or damaged packages, please contact gerneral@flavouralchemy.com for assistance.
TAXES
All taxes will be applied subject to federal and provincial tax legislation.