Frequently asked questions about returns, refunds, and exchanges.
Local In-Store Purchases & Pick Ups
We will gladly accept returns of any regular priced item within 14 days of purchase with the original receipt for an exchange or in-store credit in the form of a gift card. Items must be in their original state: unwashed, unworn, unaltered, and must have all tags attached. All sale items are final and non-returnable. There are no cash, debit or credit card refunds for any local purchases.
Out of Town & International Purchases
For all out of town & international online purchases through hilltribeontario.com, within 30 days of receipt of your order, you may return any item, in new condition, to Hilltribe Ontario for a refund or exchange. Unless damaged upon arrival, any merchandise purchased on clearance may be returned for store credit (gift card) only. All items must be in their original state: unwashed, unworn, unaltered, and must have all tags attached and with original receipt. Shipping fees are not refundable except in the case of incorrect merchandise.
Enter your order number and email address to start
Follow the instructions and select the items you want to return
Once your request is approved, you will get a confirmation email with shipping guidelines
What items are returnable?
In-store pick up & purchases are returnable within 14 days from date of purchase
Out of town online purchases are returnable within 30 days from the date of purchase
Items must be in original state, unwashed, unworn, unused and in resellable condition
Items must be in the original packaging with all the tags intact
What items are non-refundable?
The following items cannot be returned/refunded:
Discounted items (items purchased on sale)
Essential Oils, Incense, Smudge & Soaps
The item I received is damaged!
If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Can the items be exchanged?
We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.
What are the refund options?
The following refund options are supported:
In-store pick up & purchases are eligible for exchange or in-store credit (gift card) only within 14 days from date of purchase
Out of town online purchases will be refunded to the original payment method
How do I ship back the items?
As soon as your request has been approved you will receive an email with a shipping label and full instructions on how to ship the returned products.
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.
My question is not addressed...
If you have any queries regarding return or refund, reach out to us.
Spend $99 before taxes and after discounts and receive FREE SHIPPING anywhere across Canada! Certain exclusions apply*
Shipments go out Monday to Friday.
SHIPPING & TIMELINES*
Expedited 1 - 7 business days
Xpresspost 1 - 5 business days
Priority 1 - 3 business days
In-store Pick up FREE for local orders
Please allow up to 7 business days for processing prior to shipping. Delivery times are an estimate only and do not account for delays due to weather, disputes or any other unforeseen circumstances. More info on CanadaPost.ca
*A few items are excluded from Free Shipping due to their physical size and/or weight. These items will require paid shipping and include but are not limited to large carvings, oversized and heavy stones, stone lamps. Free Shipping applies to orders $99 and above after discounts and before taxes. For shipments within Canada only.
Expedited: Our most economical shipping option, your order will be shipped to you VIA Canada Post Expedited with delivery in 1 to 7 business days. Cost is based on the weight and where your parcel is being shipped to. This option comes with tracking.
Xpresspost: Just like our Expedited option but faster delivery, your order will be shipped to you VIA Canada Post Xpresspost with delivery in 1 to 5 business days. Cost is based on the weight and where your parcel is being shipped to. This option comes with tracking.
Priority: For when you are in a hurry! This shipping option will have your parcel delivered to you in 1 to 3 business days. Cost is based on the weight and where your parcel is being shipped to. This option comes with tracking.
We're pleased to offer international shipping into the United States as well! With our Canada Post options, shoppers can enjoy reasonable shipping rates and expect delivery within 2 to 12 business days, with delivery Monday-Friday. All shipments are based on weight and destination. Once shipped, an email will be sent to you with tracking information if any is available.
SHIPPING & TIMELINES*
Tracked Packet 4 - 10 business days
Xpresspost 2 - 6 business days
*Please allow up to 7 business days for processing prior to shipping. Delivery times are an estimate only and do not account for delays due to weather, disputes or being held up at customs.
Tracked Packet International: has delivery within 4 - 15 business days and comes with tracking information.
Xpresspost USA: is the quickest option with delivery within 2 - 8 business days and comes with tracking information.
What about duties, customs, and additional fees?
Please be aware that all international orders, no matter which shipping option is used, may be subject to additional duties, import taxes, or brokerage or customs fees upon delivery. You are responsible to pay these fees. These fees are calculated by customs officials, and are difficult to estimate prior to shipment. While we take steps to minimize or eliminate the cost of importing for our customers, we cannot provide inaccurate information to customs officials. Please also be aware that delays in customs are becoming increasingly common. Packages may take longer to get to international destinations, and unfortunately, we cannot control or prevent this type of delay.
For any questions please do not hesitate to contact us!