Shipping and Returns Policies

[Last updated November 22, 2023]

Shipment Processing Times

All orders are processed within 2 -3 business days.

We make all products in small batches for optimal quality. Occasionally your order may be delayed a day or two as we are packaging up a new batch of an item.

If you have a date that you need the product before please let us know when you place your order and we will do our very best to expedite your parcel if we can.

If we are experiencing a high volume of orders, shipments may be delayed. This is especially prevalent during holiday seasons. We will contact you if there will be a significant delay to your order (more than 10 days from your order date).

Shipping Rates and Delivery Estimates

Shipping charges for your order will be calculated automatically and displayed at checkout based on your shipping address.

To take advantage of the free shipping within Canada promotion you will need to spend $100 CDN (before taxes and shipping charges) and use the code FREESHIP at checkout after choosing your shipping method.

If shipping rates are not displayed, or for special orders, please contact us.

Where We Ship - International Shipping Policy

Grey Cat Apothecary currently ships to Canada, the United States and Internationally. At this time we are only able to provide rough shipping time estimates for International orders, but please contact us if it has been more than 2 weeks since you received shipping confirmation and you have not received your package.

Order Confirmation and Tracking

You will receive a Confirmation email once your order has been processed for shipping, including, if applicable, your tracking number(s). The tracking number will be active within 24 hours.

Due to COVID-19 there have been delays to the current shipping time estimates given by Canada Post. Shipping times are not guaranteed. Grey Cat Apothecary cannot be held responsible for any shipping delays once the parcel is in transit.

Laws, Duties and Customs

Please note that it is the responsibility of the consumer to know the laws of your country in terms of what can and cannot be shipped to you so please check with your customs office prior to ordering. We really don't want sad customers. It makes us sad.

Grey Cat Apothecary is not responsible for any taxes, duties, tariffs, quarantine fees, customs regulations or package warehousing fees assessed by your local customs office. These charges are separate from your shipping charge, and you will be billed directly from them if they apply to your order. All fees imposed during or after shipping are the responsibility of the customer.

Damages and Lost Packages

Once your parcel has shipped, Grey Cat Apothecary is not liable for any products damaged or lost during shipping.

If you received your order damaged, please contact us so we can file a claim with Canada Post. We will need the following information:

  • The date the damaged goods were received.

  • Clear photographs of the damaged items / goods including a photograph of the original packaging materials they came in sent via email to mariko@greycatapothecary.com

If your order is being shown as delivered to the provided shipping address and you have not received it, please ensure you have checked:

  • Your communal post box

  • With neighbours / friends / family

  • Your local Post Office

  • Your pickup / delivery card instructions for instructions on where your parcel has been left

before reaching out to us. We cannot be held responsible for lost or stolen packages or packages misdelivered due to the wrong address being provided at ordering.

If your package is returned to us due to being misaddressed, not being picked up after Canada Post have left a pickup card / reminders or another reason that is out of our control we will contact you a maximum of 2 times via the email address you provided to offer to resend your package out to you at the purchaser's expense. If you do not respond to our emails within 2 weeks of our final email, we will consider the matter closed and no further action will be taken. Please note, we will not issue a refund for misdelivered / returned packages.

Returns

Obviously, we want our customers to love our products, but we know sometimes that isn’t the case. As such, we are happy to accept unopened, unused products for a full refund within 15 days of purchase on online purchases.

Goods must be returned to us in saleable condition with all original packaging to qualify. For hygiene reasons, we regret we cannot offer refunds or exchanges on goods that have been opened or used.

Refunds will be applied to the original payment method used for purchase. You will receive an email confirmation when your return is received and your refund is being processed.

PLEASE SEND ALL RETURNS TO:

Grey Cat Apothecary

#6 - 414 rue St-Roch

Montreal, QC 

H3K 1N3

CANADA

Grey Cat Apothecary will ONLY pay for a return's shipping costs if a product arrived damaged or if an incorrect item was shipped with your parcel. The customer is responsible for any return shipping costs. We recommend using a tracking number and ensuring your parcel has insurance in case of loss or damage.

If you can have any further questions regarding your online purchase, feel free to email mariko@greycatapothecary.com.