Frequently Asked Questions

Q: Will the Canada Post strike affect my order?

A: No, we do not use Canada Post as we have great and speedy alternative shipping carriers. However, at this time we cannot ship to PO boxes within Canada and the United States. If you live in an area that has a PO Box but would like to place an order with us, we can do 1 of 2 things:

1) Hold your order until the strike is over 

2) Ship your order to another non PO Box address (ex: a friend or family members address) This has been a common option for most folks!

 

Q: If I live in the United States how will I pay for tariff charges? And how much are they from your shop?

A: For your peace of mind and for smooth customs clearance, we have included the tariff charge at checkout for all US customers. That way you will not get a bill from the shipping company to pay later on further delaying your parcel.

The tariff cost is 35% of the order value. Please note this is due to the regulations from the US government and we do not keep this money. We know that tariffs are a big barrier for those of us trying to shop affordably, and we appreciate your understanding as we navigate this.

 

Q: How can I get a free scoop of solstice star dust?

A: All order $50 CAD before taxes and shipping get a small scoop of stardust. 

 

Q: Do you offer custom jewelry orders?

A: Yes! You can submit your requests here in this google. We open up customs only a few times per year usually around fall-Christmas season.  form: https://docs.google.com/forms/d/e/1FAIpQLSegjx5yrFcph3c2WyrFgqZY3M8jl69Je8kLTXCLtc5GCO37wg/viewform

 

Q: What's your return policy?

A: Please refer to our shop policies page to see the full return policy here.

 

Q: What is your order processing time/how long does it take for orders to ship?

A: Order processing time is 4-10 business days (Mon-Fri). Processing time is the amount of time it takes us to prepare your order before its shipped. Since we are a team of 1 person (me Charlie) plus an occasional helper bi-monthly, sometimes processing time is extended a little bit!

 

Q: Can I change my shipping address once my order is placed?

A: No, please double check your shipping address is correct before placing/finalizing your order.

Unfortunately we cant change due to us printing out your invoices and it gets super confusing on our end when a whole bunch of folks change addresses. 

 

Q: How much is shipping?

A: $16 CAD flat rate shipping fee within Canada and $17 USD flat rate shipping fee within the US. Free shipping on all orders $150 before taxes. All orders will receive a tracking number sent to your email.

 

Q: What is the best way to contact you with questions/concerns?

A: Email charlie.earthstarhealingco@gmail.com, Contact Us Form (top of site) or the Shopify chat box (bottom right corner). We try our best to answer all messages within 24-48 hrs. If you message on social media we may not respond as it's monitored for order information and questions.

 

Q: Do you ship Internationally?

A: Currently we are working at getting international shipping set up. But at this moment we only ship within Canada and the US.

  

Q: Where are you located?

A: We are located in Southern Ontario, Canada. We offer both shipping all across Canada and the US. We have flat rate shipping options for both countries. We also offer local pick up in London ON, if you would like to come and get your order to save on shipping.

 

Q: Do you have an in person store front?

A: No, at this time we are only an online business and I run the little shop from my home! However, we do a lot of in person events such as markets, festivals + more. Check out our market schedule to shop in person or see the artisans carrying our product! https://earthstarhealingcollective.com/pages/where-you-can-find-us

 

Q: How do I start a paid open box?

A: Here's the steps:

1) Add your items to your cart

2) Choose any pick up or shipping option,

3) Type in the discount code box: OPENBOX

4) We will leave your order(s) on our open box shelves here until you are ready to ship out

5) When you're ready to ship out your orders use code: CLOSEBOX

 

Q: How do I pay my live sale order(s)?

A: After the live sale on Instagram, please send us the following info:

1. Find your listing by either: A) Go to live adoption listings page or B) Search your username in the search bar
2. Add listing to your cart
3. Feel free to add anything else from the website to package together!
4. Checkout like usual

We will include a page with your live adoption claims with the rest of your parcel/package. Listings are due within 48 hrs of receiving. After the 48 hrs your listing will be deleted and items go back onto the shelf. Please be mindful and respectful of these boundaries.