Help Centre

Firstly, just a friendly remember that these are hand bottled and hand crafted items made out of small batch, organic ingredients, which involves a much more rigorous process than your average hair and skin care products! 

Now to answer the questions; Orders are typically received 14 days after the order is placed. We aim to ship all orders within 2 business days of the order being placed. For example, if your order was placed on Monday, that order would likely ship on Thursday of the same week. If your order was placed on Thursday your order would likely ship the following week on Tuesday. 

We are happy to accept returns within 30 days of the purchase date. Simply send us a quick email stating you would like to return your order, and send it back to the return address provided. While the buyer is responsible for the return shipping we will be happy to refund the original purchase price. If all items ordered are returned, we will also cover the cost of the initial shipping charge!  Predictably, if other items in the order are kept we are not able to refund your original shipping charge. (Also, don't forget to include your order number!).

Returns Address:

ATT:  RETURNS

Carina Organics 

304 Kennard Avenue

North Vancouver, British Columbia

V7J 3J8 Canada

Order confirmations are sent out immediately. Junk mail filters can sometimes accidentally label those emails as 'junk mail'. Should you not find a confirmation email in your inbox after placing your order, be sure to check the 'spam filter' folder in your email account.

Once an order is placed, it is immediately sent to our formulation department. Fun fact, did you know that your order online is made fresh? Every unit that leaves to you, is usually formulated within 48 hours of shipping. No sitting on store shelves! 

Predictably, we are typically not able to make changes or substitutions to orders once they are sent to formulation, so be sure to make sure you have chosen the right items If you do notice a mistake in your order, or wish to make a change, do feel free to email (support@carinaorganics.com) or call (1.800.663.0479) us as soon as you can, we will do our utmost to assist. Please be sure to include your order number and full name in the correspondence. We also may be able to cancel or refund your order so you can place another with the correct items.

We are so sorry about the mix-up. 

If there is an issue with the order you have received we kindly ask that you provide a clear photo of the packing slip (clearly displaying the order number and any initials marked) and all units received. One of our service team members will be happy to further assist in resolving this issue!

We offer a 30-day refund policy on all items purchased directly from us. Please reach out through our contact page and we will be happy to assist. To exchange a product, we must refund the original one and you will need to place a new order for any new items. 

We do not currently sell our products directly on Amazon nor do we permit any partners to do so. If you are purchasing our products from Amazon you are doing so from an unlawful source. Additionally, we do not sell our products on, nor are partners with (Walmart, Ebay, or Etsy). We are not able to assist with returns on any Amazon, or other third party, orders nor able to verify their authenticity. If you would like to report a seller on any of the above platforms to us, please do send a note to support@carinaorganics.com. 

In the event you are attempting to order a high volume, or quanitity of products, your order may be tagged for review. Please note we do not permit the resell of any of our products purchased from store, without prior authorization. Product limits may be in place to ensure this does not occur. If you need further assistance in the placing an order with high quantities of product, please let me know via email at support@carinaorganics.com. 

Absolutely! Our Extra-Gentle Shampoo was formulated specifically with colour treated hair in mind. Our Extra-Gentle Shampoos have a lower pH to help lock in colour and are available in 3 different scents, including Sweet Pea, Citrus, and Unscented. Certain hair dyes (Henna) may be lost over time with frequent shampooing. Our Shampoo/Body Wash products are also safe to use on colour treated hair. 

All Carina products are free of gluten, soy, as well as other common allergens. Our products do not contain any nut based ingredient (with the exception of Coconut). With that being said, we do source our ingredients from local farms where nuts may be produced and we are not a certified nut free company. If you have any concern regarding allergies, we do recommend a spot test be done to rule out any complications/reactions

No we do not offer free samples at this time in sample sizing. Rather than sending out free samples, we offer a 100% satisfaction guarantee on all our products. If you do not like the product in any way, you can simply let us know and send it back within 30 days of your order being placed. We will reimburse you for the full price of the product and even your initial shipping charge.

All Carina Organic's lines are vegan and animal friendly. We do like to point out that our Botanical Therapeutic skin care line does contain small amounts of organic locally sourced bees wax from a small, natural hiving farm on the lower mainland of British Columbia just a few hours from our facility for those looking to avoid bee's wax. 

The skin's ideal pH is about 5.5 to 6.0, so our products are pH balanced with that in mind.Our shampoo’s and body washes range between pH 5.5 & 6.5. Our baby shampoo ranges between 6.5 & 7.0 pH; which eliminates irritations and leads to a “no tears” bath time. Our conditioners are slightly different in pH, ranging between 4.5 and 5.5. This is by design; a lower pH helps to close the hair cuticle, making it smooth, shiny, tangle-free and more manageable.

We are happy to accept returns within 30 days of the purchase date. Simply send us a quick email stating you would like to return your order, and send it back to the return address provided. While the buyer is responsible for the return shipping we will be happy to refund the original purchase price. If all items ordered are returned, we will also cover the cost of the initial shipping charge!  Predictably, if other items in the order are kept we are not able to refund your original shipping charge but will still be happy to refund the product being returned as well as any applicable taxes. (Also, don't forget to include your order number!).

Please use the below address for your return and be sure to include your order number: 

ATT: RETURNS 

(ORDER AB1234)

Carina Organics 

304 Kennard Avenue

North Vancouver, British Columbia

V7J 3J8 Canada

Should we notice abuse of the return policy by a customer or account, or if an order is flagged for unauthorized resale, we reserve the right to refuse returns, refunds, replacements, or claims.

Please use the below address for your return and be sure to include your order number: 

ATT: RETURNS 

(ORDER AB1234)

Carina Organics 

304 Kennard Avenue

North Vancouver, British Columbia

V7J 3J8 Canada

We currently accept Visa and Mastercard as well as any credit card, such as AMEX or otherwise, processed through Paypal. Predictably, we accept Paypal as well. 

We use various carriers depending on destination and, as a result, shipping times vary. Canadian orders typically arrive within 10 business days. Orders to the USA typically take between 7-15 business days, depending on customs. 

We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we will send you a tracking notification, via the carrier, with your tracking number for each order along with the associated tracking link. Please be sure to check your spam folder for the tracking information and note it will be from the carrier, for example FedEx or Canada Post. 

If you have your tracking number but it is not immediately updating this is because the numbers are generated as soon as the order is placed. Please allow a few days for the tracking to update. 

Canada         

 Fee          Minimum for Free Shipping

$7.99        $99.00

Please note in order to receive free shipping, the check-out cart total needs to reach $99.00. In the event you are using a discount code, the cart total will need to total $99.00 after the discount is applied. You likely guessed this as this but we like to mention it just to be safe! 

Once an order has left our facility, please note it can take 1-3 business days for shipping couriers to update further tracking details on their website. This is most notable with packages going to the United States when clearing customs. 

Please note, on occasions, 1-2ml may leak out of bulk sizes ( 1 litre and 4 litre units). Packages are typically airmailed to get to you as soon as possible and the pressure changes from air to ground may result in a stickyness around cap. Rest assured your unit has not been tampered with or otherwise. In the event you have experienced a significant loss of product please refer to the 'damaged package' section of our help centre. We will get you sorted! 

If you see that your parcel is being returned back to Carina Organics, simply reach out to us via email at support@carinaorganics.com or through the contact page link at the bottom of this page and let us know! We can reship your order a second time at no cost to you, though please note we may require an alternate shipping address.