Raven Alchemy Website Policies

privacy and online store policies

 
PRIVACY POLICY:

PRIVACY POLICY GENERAL TERMS
Raven Alchemy is committed to respecting your privacy and keeping your personal information confidential and secure. Any and all information collected on this site will be kept strictly confidential and will not be sold, disclosed to third parties or reused without your permission. Any information you give to us will be held with care and will not be used in ways that you have not consented to.

 

WHAT PERSONAL INFORMATION IS COLLECTED?
Personal information is recorded information about an identifiable individual other than business contact information and would include, but is not limited to, such things as an individual’s name, email address, phone number and other contact information.

 

INFORMATION COLLECTED AUTOMATICALLY (COOKIES):
Some of our web pages use “cookies,” which are small amounts of information stored by your web browser software on your work station. 

Cookies are designed to track browsing history on a website generally for the convenience of the user. They help websites “remember” what areas of a website a browser has accessed or used previously. Cookies can, however, be misused, and have become a privacy concern for some because they can be used to record and analyze an individual’s broader browsing history.

The cookies we use on our websites and what we use them for are described below. This site operates on “implied consent,” which means that by visiting and clicking through the site, we assume you agree with this usage. If you do not agree, then you should not use our website, or you can delete the cookies after visiting our sites, or use your browser’s anonymous usage setting (called “Incognito” in Chrome, “In Private” in Internet Explorer, “Private Browsing” in Firefox and Safari). 

More information on cookies, what they are used for and how to delete cookies after visiting this site can be found at allaboutcookies.org/cookies/session-cookies-used-for.html

 

SOCIAL MEDIA BUTTONS
You might see social media buttons on Raven Alchemy’s website. Social buttons let visitors share, bookmark or connect you to our other social media pages. In order to connect social buttons to the relevant external sites, there are scripts from those domains, which are outside of this site. Those sites could be collecting information about what you are doing all around the internet, including this site. To be certain what information those sites collect, and how to opt out, check the respective policies of each site.

 

PAYMENT PROCESSING
Raven Alchemy does not itself store debit or credit card information on its servers. We utilize a third-party payment processor, Square, to manage and process payments in order to guarantee the security of your information. Customers should review Square’s Privacy Policy for more information on their data collection practices.

 
ONLINE STORE POLICIES:

SHIPPING
Raven Alchemy is proudly Canadian and uses Canada Post to deliver all products nationwide and to the United States.  Buyers are responsible for any customs and import taxes that may apply, and Raven Alchemy is not responsible for delays due to customs.

WHEN WILL I RECEIVE MY ORDER?
After receipt of your order, orders are shipped to Canadian addresses only, and shipped out the next business day.  Raven Alchemy receives online orders Tuesday - Friday only. You can select from 2 shipping options in the check-out process: Standard Shipping and Xpress Post Shipping.

If you have selected the standard shipping option and live in a major urban centre, you can expect to receive your items in approximately 3 to 8 business days.

 

If you have upgraded the shipping of your order to Xpress Post and live in a major urban centre, you can expect to receive your items in approximately 3 business days. Please allow a few extra days for delivery to non-major urban centres and rural areas.

 

Please note our shipping office is open Tuesdays - Fridays and closed all Statutory Holidays, so if you order over a weekend please add a few more days for delivery.

 

WHAT ARE THE SHIPPING FEES YOU CHARGE?
We generally allow Canada Post to determine the shipping costs for all our products based on the buyer’s delivery location and the weight and size of the product(s) ordered. As a rule of thumb, most orders below $150 CAD are charged $15 CAD shipping.

We ship our orders via Canada Post : Xpress Post, and we provide a tracking number to you by email once the order has shipped. If you live in a remote area, your order may take a few extra days to reach you. We encourage all customers to select the “insured shipping” option to ensure all orders are delivered successfully. 

 

WHAT IS “INSURED SHIPPING” FROM CANADA POST?

When you select “Insured Shipping” as an option upon checkout, your package is marked as a guaranteed delivery. Insured Shipments will require a signature. If you do not receive your package, a credit will be issued for the full amount of your order (excluding shipping costs).

*Please note Insured Shipping is only offered as a paid add-on to your order

and is not available in all delivery locations in North America.


If you select Insured Shipping, and you don’t receive your package after two days past the expected delivery date, contact us. You will be eligible for a full reimbursement of the cost of the items on the order, and you can simply place the order again. Please note that a trace/investigation with Canada Post must be initiated before refunds are processed.


NON-INSURED SHIPPING

If you have NOT selected the “Insured Shipping” option, and you don’t get your package after two days past the expected delivery date, please contact us. Raven Alchemy will attempt do a trace with Canada Post but these investigations by Canada Post may take 10 or more business days to complete. If they are able to find the package, Canada Post will re-ship it to you free of cost. If the package is deemed “unrecoverable,” refunds will not be offered.

LOST/UNRECOVERABLE ORDERS 

Please contact us so we can help, but please know that Raven Alchemy assumes no responsibility for lost orders due to:
 

  • Wrong address provided by the customer (including typos or auto-correct errors)

  • Customer change of address / residence

  • Theft after delivery

  • Package being rejected upon delivery (by doorman or other).

 


RETURNS POLICY

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused, undamaged, unopened and in the same condition that you received it. To complete your return, we require an original receipt or proof of purchase/invoice from the buyer.


You must contact Raven Alchemy within 14 days of delivery, and items returned must be sent back within 21 days of delivery. We do not accept order cancellations once they have been processed, but please contact us if you have any concerns about your order. 

Please note that due to the nature of the items, the following items can't be returned or exchanged, unless they arrive damaged or defective:

  • Custom or personalised orders

  • Perishable products (like food or flowers)

  • Digital downloads

  • Intimate items (for health/hygiene reasons)

Once your return is received and reviewed, we will contact you via phone or email to notify of the approval or rejection of your refund or exchange. Once approved, your refund will be applied to your credit card or original method of payment, within 14 days. Please note some credit card companies and banks take additional days to post refund payments.

 

CONDITIONS FOR RETURNING ITEMS
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Buyers are responsible for any customs and import taxes that may apply. Raven Alchemy is not responsible for delays due to customs.

 

FREQUENTLY ASKED QUESTIONS:

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards, Interac E-transfers, and if you are based locally in the Whistler Sea to Sky area we can arrange for cash on delivery. 

 

IS TAX INCLUDED IN THE PRICE?

Yes, to make it easy for our customers all applicable taxes are included in the price of all Raven Alchemy products as shown in the checkout price.

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