Shipping Policy


Shipping Issues & Damaged Goods Policy


Damaged Items in Transit
If your order arrives with any damage, please accept the items from the carrier - DO NOT REFUSE DELIVERY. Instead notify us within 7 days of receiving the shipment so we may file a claim for the damages against the carrier.  To help us file the claim, we’ll need clear photos of the damages-please include multiple angles, showing the outer packaging as well as each damaged product.   We’ll send a replacement at no cost to you and handle the claim process with the shipping provider. 


Note: If we are unable to file a claim due to your refusal of delivery, lack of photo evidence of the damaged items we will not be able to send you a replacement at no cost - you will be billed as a new purchase. 


Returns
You may return unused, unopened items within 30 days of delivery. Return shipping is the responsibility of the customer. Once we receive and inspect the returned items, we’ll issue a refund for the product cost, less our original shipping expense.

Please note, the following items are not eligible for return or refund:

  • Clearance items
  • 5G Pumps
  • Sample sizes

Order Cancellations & Refunds Before Shipping
If you need to cancel an order before it ships, please contact us as soon as possible. We'll issue a full refund minus a 3% fee, which helps cover non-refundable processing charges from our payment provider.


Missed Deliveries & Returned Shipments
If a delivery is missed after all attempts by the carrier, the order will be automatically returned to us. If delivery is refused you will be responsible for the return shipping cost.

Changes Made to Delivery Address ( After Shipped ): We’ll send you an invoice for the additional shipping charges billed for any changes made to delivery instructions. 


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How to Close the Loop?

Our "Close the Loop" Program encourages our customers to send back containers, clean and  sanitized, to be reused for their next order.  

It's as simple as returning your ECO COMPANY Containers to: 
108-6994 Greenwood St.
Burnaby, BC V5A 1X8
Canada

We will sanitize and re-use them for your next order.  When customers do this they are repurposing existing containers rather than throwing them away.

As well, you will receive a $10 deposit credit against your order when you reuse your pails. NOTE: Any pails returned that have not been cleaned and sanitizer will not be eligible to receive the deposit credit.  

Example:

I return 5 pails, order 3 new ones - You would receive 3 x $10 deposit against your new purchase, and you would have 2 more credits on file to use for your next order!

Need help?

Contact us at info@ecocompany.ca for questions related to shipping questions.