FAQ
+ How does carbon offsets work?
Every order you place goes towards planting a tree to help neutralize carbon emissions. To do this this, we're leaning on our partner, Pachama, an organization that are experts in using carbon offsets to prevent deforestation around the world.
+ Can I make my order a gift?
Absolutely. Please add a note to your order at checkout and mention that it is a gift. We will ship the order without an invoice and a special postcard with your message handwritten on it.
+ Is there plastic in your packaging?
No, all our packaging can be recycled and reused.
+ What are your shipping rates?
In Canada, we currently offer free shipping on orders $100 and up, and $15 flat rate shipping, no minimums required. We're still working on getting some better rates for the United States!
+ When do you ship orders?
As we are a small team, orders will ship out weekly on Tuesday or Wednesday. If you need your order shipped out quicker, please make a note in your order and we will try our best to ship it sooner.
+ Do you ship internationally?
At this time, we currently offer shipping within Canada and to the United States. As we continue to grow, we will explore shipping to other countries. Please note that you are solely responsible for any customs charges or fees.
+ What is your refund and exchange policy?
We currently do not offer refunds or exchanges. If you're having any issues with the product, please reach out to us and we will work with you on a case by case basis.
+ My shipment was damaged when I received it, what should I do?
If you've received a damaged product, please take a picture of it and we will send you a replacement of the same product. We will not replace any damaged products unless you contact us within the first 3 days that you received it.
+ Do you do custom or wholesale orders?
Yes! We support custom orders for branding, gifting, or any of your creative needs - crafted.orders@gatofragrances.com