Q: I signed up for your loyalty program, how do I use or check my balance?
A: First, you’ll need to register your email address, which you can do here. Accounts must be registered even if you’ve shopped in-store with us before! Once you’re registered, you’ll be able to view your point balance and apply it directly to your online cart. To redeem points, you can also copy and paste the code you receive via email into the “Gift Card or Discount” window on the check out page!
Please note that all points will expire 60 days after purchase.
Q: I forgot to use my welcome discount, can you refund me the savings or can I use it next time?
A: We’re not able to retroactively apply discounts to any purchase, but you are more than welcome to use the discount for your next online purchase! Please note that our welcome discount is not applicable to purchases of gift cards, fresh flowers, sale items, or products from Vintner’s Daughter or Tata Harper.
Q: What products are exempt from discounts?
Please note that discount codes are not applicable to purchases of gift cards, fresh or dried flowers, sale items*, or products from Vintner’s Daughter or Tata Harper.
*there are exceptions to this in the event of additional sales.
Q: Do you offer free shipping?
Yes, we offer free shipping Canada-wide on orders over $150 pre-tax.
Q: Why have your shipping rates changed?
Due to rising costs of shipping from our courier and delivery partners, we have had to update our free shipping minimum to $150. We are now offering $12 flat-rate shipping Canada-wide, or $15 PO Box shipping via Canada Post.
Q: Shipping is charging $24 or more.
Our flat-rate shipping to Canada is always $12.
If you are seeing higher shipping fees charged at checkout, please apply discount code SHIPPING12 to your cart. This will apply a $12 discount to your shipping charge.
If you continue to experience issues with shipping rates at checkout, please reach out to us on chat, or at email@example.com and we will gladly help.
Q: I accidentally selected “Pick-up” at checkout, but I need my purchase delivered to me! How can I get my order shipped?
A: We’re more than happy to arrange for your order to be delivered to you! Simply send us an email at firstname.lastname@example.org noting your order number and including your shipping address if we don’t already have it on file. We’re pleased to offer free Canada-wide shipping on all orders over $150 (pre-tax) - if your order qualifies for free shipping we will get it shipped out as soon as possible!
If your order total is less than $150 you can add additional items (everything will be shipped out together) or request that we forward an online payment link for the cost of shipping. Cost of shipping varies by location and selected shipping method.
Q: The product I want is out of stock, when will you have more?
A: If you have your eye on something that’s not currently in stock we always recommend that you leave your email via the box on the product page. As soon as the product is back in stock you’ll receive an automatic email informing you that it’s available again. You’re also welcome to call or email any of our locations to leave your name and phone number if you prefer! We’ll reach out directly once it’s back in stock.
Q: I’ve placed my order, when can I expect my package to arrive?
A: We do our best to process orders within one business day, and will always let you know if there’s a delay in your shipment for any reason. Shipping time may vary depending on location and the shipping option you select at checkout. Once your package has shipped you’ll receive an email confirmation including a link that you can use to track your package (if applicable). Please refer to your order confirmation email to review which shipping method was selected.
Shipping or Free Shipping: You will receive a shipping notification along with a tracking number once your order has been shipped.
Store Pick Up: In-stock orders are usually ready for pick up same-day.
You will receive an email notification once your order is ready for pick up.
Trexity Local Delivery: Once your order has been processed, you will receive a text message notifying you your package is on it's way, and a second notification once it has been delivered.
Q: I started using a new product and I’m having a bad reaction to it. What can I do?
A: We’re very sorry to hear that! We always recommend doing a patch test when introducing new products for this very reason. If you do develop a reaction, discontinue use of the product immediately. While our policy is to not accept returns or exchanges on opened products, please let us know if you’re dealing with a reaction and we can work with you to find a solution.
Q: I want to switch my skincare routine to something more natural, can you help?
A: Absolutely - we love tailoring a skincare routine! If you’re not able to visit one of our stores you can give us a call or send us an email at email@example.com, with as much information as you can give us about your skin type, what you want to get out of your routine, your price point, etc. We’ll take it from there and can offer personalized recommendations based on your exact needs.
In general, we recommend switching up your routine one or two products at a time rather than all at once, and patch testing whenever possible to ensure a good fit! This gives you the opportunity to understand how your skin is responding to any new products and narrows down the list of suspects in the event that you have a reaction. Check out the Introducing New Products page on our website to learn more!
Q: Are your packing materials recyclable? How do I dispose of them?
A: We are committed to sustainability, which is why all of our packing materials are fully recyclable (please check your local guidelines!) or biodegradable. Our boxes, packing tape, and branded inserts can be recycled, while our packing peanuts are fully biodegradable - just cover them in water and watch them dissolve!
We prioritize brands that share our commitments, and recycling information for individual products can be found on the packaging.
Q: Which products are safe for use during pregnancy or around infants?
A: While we always recommend discussing the products you’re using with your primary care physician, we do carry products that are specifically formulated to be safe for little ones and parents alike! Check out our gentlest formulas here.
Q: This purchase is a gift, can I get a gift receipt?
A: We don’t offer gift receipts, but we are always happy to facilitate a return or exchange with proof of purchase on unopened products within 14 days of purchase. The easiest way to do this is to sign up for our loyalty program and leave your email address with us at the time of purchase - in the event that your gift recipient wants to exchange something we’ll be able to access everything we need through your email address (and you’ll also get a little gift for yourself in the form of loyalty credits!).
Q: Can I diffuse essential oils around my pets?
A: Essential oils can contain compounds that may be toxic to pets in certain quantities, which is why we recommend using caution and checking in with your veterinarian before and during use! Some essential oils are generally considered to be safer than others, but it’s always a good idea to introduce them slowly and diffuse smaller amounts for a short period of time. We encourage you to speak with your veterinarian if you have any particular concerns about diffusing essential oils around your pets.