Frequently Asked Questions

When will my order ship?

Every product you order from our catalogue is made from scratch after you place your order. This is a win for the environment (yay!) because it produces far less waste than bulk production, however, it does mean your order might take a bit longer to come home to you. And for that, we truly appreciate your patience.

Products are typically ready to be shipped out within 2-5 business days. Depending on the type of product and the quantity of orders being processed, production time may be quicker or a bit delayed.

 

How long does shipment take?

Estimated shipping times are as follows:

Product Shipping Times are as follows. Crewnecks to Canada take approximately 5-14 business days. To the United States, 5-14 business days. To all other international destinations, 10-30 business days. Journals shipped to Canada take approximately 6-13 business days. To the United States, 8-12 business days. Internationally, 10-30 business days.

Please note: Estimates are in business days, which excludes weekends and holidays.

What are the rates for shipping?

Shipping rates for Canadian orders:

Shipping rates for Canadian orders are as follows: Shipping rate for journals is $3.50 if the order is under $80. There is no shipping rate for journals if the order is over $80. There is no shipping rate for crewnecks regardless of the order total.

Shipping rates for U.S. orders:

Shipping rates for U.S. orders are as follows: Shipping rate for journals is $6 if the order is under $80 CAD. There is no shipping rate for journals if the order is over $80 CAD. There is no shipping rate for crewnecks regardless of the order total.

Shipping rates for International orders:

Shipping rates for International orders are as follows: Shipping rate for crewnecks and journals is $10 if the order is under $80 CAD. Shipping rate for crewnecks and journals is $8 if the order is over $80 CAD.

Can I track my order?

Canadian, U.S. and most international orders can be tracked using the Shop app. After your purchase, in addition to receiving email updates about your order, you will be provided with a link to the Shop app, which you can access from a mobile device to check up-to-date status changes of your order.

 

When I try tracking my shipment, there are no updates. What gives?

After you receive your shipping notification, please allow 24-72 hours for tracking to update. If you still see no updates, please contact us at outherehealing@gmail.com with your order number and we'll investigate the situation for you!

 

I ordered multiple items but some are missing from my delivery.

Because each category of products in our catalogue (i.e. crewnecks, mugs, journals, candles) may vary in the amount of time needed for production, it's normal for products within the same order to be fulfilled and shipped out to you at different times, based on when your products are ready to ship.

If, for example, you order a few journals and a couple of mugs, you'll receive your journals in one package and your mugs in another. Each package may be tracked using the Shop app, if applicable in your region.

 

Oh no! I entered the wrong address for my order. What can I do?

If your order has yet to be shipped, please send the order number and the correct address to outherehealing@gmail.com and we’ll update that for you!

If the wrong address was entered and the order has already shipped, unfortunately we'll be unable to change the address or redirect the package. Undeliverable orders will be returned to us or to one of our partnering suppliers. You'll be notified when the order has been returned to sender. At that point, upon your confirmation of the correct shipping address and payment for the re-shipping charge, we’ll resend your order and you’ll receive a new tracking number, if applicable.

 

I've been waiting for aaaaaages – how long will my order take to arrive?

We can't wait for you to receive your order and are grateful for your purchase and your patience!

Step 1: Please have one more glance at our estimated shipping times for Canada, U.S. and international orders, which is posted a bit further up on this page as well as on our shipping info page. While orders are expected to be delivered in these time frames, we can't promise that orders will never be affected by mail service disruptions, delays in production time, or other unpredictable circumstances.

Step 2: If you have a tracking number via the Shop app, have you tried checking it? Please be sure to check that out before contacting us, as it may offer some helpful answers!

Step 3: If your package has not arrived after the estimated delivery time stated, please let us know by contacting us at outherehealing@gmail.com. We'll investigate and try to get some answers and/or a solution for you!

Please note: investigating a lost package can take 5-10 business days.


Tracking says that my order was delivered, but I haven't received it.

Please confirm that the address listed for the order is accurate, and contact your local postal service as they may have further information about your delivery. The item may have been left for pick up at the post office or mistakenly dropped off at a neighbour's door.

Please note: Once the order has been transferred over to the shipping service, it is entrusted fully to their care and responsibility. Out Here Healing is not responsible for packages being incorrectly marked as delivered.

 

Got a question that isn't answered above?

Give us a shout on our contact page and we'll get back to you in 1-3 business days.