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.

Please note: Our collaboration with third-party suppliers in the production and shipping of your ordered items also means that some products within the same order may be fulfilled and shipped out to you at different times, based on when each custom-made product is ready to come home to you.

 

How long does shipment take?

Estimated shipping times are as follows:

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

Can I return/exchange?

At this time, returns and exchanges are not accepted. If there is an issue with your order such as a defect, please email hello@outherehealing.com within 7 days of delivery to fix any issues or concerns.

***ALL SHIPPING COSTS ARE NON-REFUNDABLE***

 

Can I cancel my order?

Cancellations are permitted as long as the order has not yet been shipped. If the order has been shipped, we are unable to cancel your shipment. You can email hello@outherehealing.com to check the status of your order.

 

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 hello@outherehealing.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 hello@outherehealing.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. 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 hello@outherehealing.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.