Return/Exchange Policy


Carbon Environmental Boutique is a Canadian company that offers sustainable, ethical and non-toxic products.

We have two separate in-store policies. One for regular stock, another for special order items:
We will gladly return or exchange any regularly-stocked item from our store. Returns will be accepted within 7 days. Exchanges will be accepted within 30 days. A receipt must accompany all returns or exchanges. The item must be returned in its original state, completely unused, with undamaged packaging. If there is no packaging, but only tags, then these tags must still be attached.  A 5% merchant fee will apply to all refunds to a credit card.

Special order items have a different policy. Since our products are not mass-produced, a return requires approval from upper management as well as our supplier. Often a 20% re-stocking fee will apply. If you have a special order item that is not satisfactory in any way, please call our store to begin this process.

Home Renovation products and services:
Home renovation products and services have their own terms and conditions. Please refer to your quotation.

Carbon Environmental Boutiques’s online policies. Please click on any of the following:

  1. Payment Methods
  2. Selling to Minors
  3. Return and Exchange Policy for products purchased online
  4. How to return your product
  5. How to exchange your product
  6. U.S. returns or exchanges
  7. Time Standards
  8. Delivery Details
  9. Delivery Areas
  10. Methods of Delivery
  11. Non-Returnable Items
  12. Damaged Goods
  13. Warranties
  14. Holiday Returns
  15. Phone Orders
  16. Currency Conversion
  17. Taxes

1. Payment Methods
All prices are in Canadian dollars.

The payment methods we accept for online orders are VISA, Mastercard, and money order. Once you place your order, a friendly Carbon staffer will contact you by phone within 24 hours to process your payment.

Money orders are processed quickly, generally within 1-2 business days. Once cleared your order will be processed and shipped out. Money orders must be in Canadian funds, and should be made payable to Carbon Environmental Boutique Ltd.
Please send money orders to:
Carbon Environmental Boutique
12543-102 Avenue
Edmonton, AB
T5N 0M4

Please do not mail cash.

2. Selling To Minors
For the protection of our shoppers, it is our policy to not sell to minors online. If you are under the legal age of majority and wish to purchase from our online store, please have a parent or legal guardian make the purchase for you.

3. Return and Exchange Policy for Products Purchased Online:
Our goal is to ensure that you are completely satisfied with your purchase. When you receive your package, we ask that you examine it closely prior to opening the factory sealed product packaging. If you are not satisfied with your order, you may exchange or return your product at our store within 30 days of receiving your order.

For your convenience, we also accept returns by mail. Please fill out our Return Qualification Authorization Form to request for a Return Merchandise Authorization (RMA) number. It will take approximately 2 business days before an RMA is issued to you. IMPORTANT: Packages returned without an RMA number will be refused. Your RMA number is valid for 14 days. Simply return the product in the same condition as when you purchased it, with all manuals, accessories, and the packing slip. Click here to fill out our Return Qualification Authorization Form.

All products (both defective and non-defective) must be returned unused in their original purchase condition, with the original packing material, blank warranty cards, manuals and any other item or accessory provided by the manufacturer. IMPORTANT: In the event that a returned order has items missing, damaged or broken the order may be refused, or the value of the missing materials may be deducted from the total credit amount.

On purchases made with a credit card, the same card used to make the purchase will be credited with the refund. The credit will be made within 5 to 7 business days of us receiving and verifying the returned merchandise.

Shipping and handling (S&H) charges are non-refundable; however, we will gladly refund your original shipping cost if you are returning an item because of an error on our part, or we have determined that the product is defective.

The customer is responsible for return shipping charges. We cannot accept COD deliveries. We highly recommend you insure your return shipment as your refund is contingent on the product being returned in perfect condition.

Due to copyright laws CDs, DVDs and videos in opened packages may only be exchanged for the same item. Books cannot be returned.

Returns due to Multiple-Chemical Sensitivites (MCS)
Carbon Environmental uses utmost caution to carefully select only the safest products to offer for purchase. Because we do take extra care with chemical considerations initially during the product sourcing phase, we do not evaluate this again after purchase for the purposes of refund or exchange. We cannot accept product returns or exchanges due to matters like allergies or reactions.

4. How to return your product
a) Please check the date on your receipt. Refunds are granted within 30 days of you receiving your order from Carbon Environmental.

b) For returns by mail please fill out our Return Qualification Authorization Form to request for a Return Merchandise Authorization (RMA) number. It will take approximately 2 business days before an RMA is issued to you. IMPORTANT: Packages returned without an RMA number will be refused. Your RMA number is valid for 14 days. Simply return the product in the same condition as when you purchased it, with all manuals, accessories, packing slip, etc. Click here to fill out our Return Qualification Authorization Form. In the event that you are shipped an incorrect product, we will gladly accept the product back and offer you a full refund once the return has been authorized.

c) Include your receipt with the item you are returning.

d) Ship product to: 
Carbon Environmental Boutique
12543-102 Avenue
Edmonton, AB
T5N 0M4
Canada
WRITE YOUR RMA NUMBER ON THE OUTSIDE OF THE BOX.

e) We’ll notify you of your refund via e-mail after we’ve received, inspected and processed the returned item. On purchases made with a credit card, the same card used to make the purchase will be credited with the refund. The credit will be made within 5 to 7 business days of us receiving and verifying the returned merchandise.

Please Note:
• All products (both defective and non-defective) must be returned unused in their original purchase condition, with the original packing material, blank warranty cards, manuals and any other item or accessory provided by the manufacturer. IMPORTANT: In the event that a returned order has items missing, damaged or broken the order may be refused, or the value of the missing materials may be deducted from the total credit amount.
• Installation is not refundable if the service has been performed.

5.) How to exchange your product
If you are not satisfied with a product you bought online at Carbon Environmental, for whatever reason, it is possible to exchange it. Simply follow these steps:

1) Return undesired product following the Return steps above. You will be issued a refund applied to the same payment method originally used for purchase once Carbon Environmental receives your return package.

2) Browse the Carbon Environmental website to purchase the desired replacement products.

6. U.S. returns or exchanges:
Please ship all returns prepaid, by insured Surface Mail via United States Postal Service (USPS). Because Customs would impose brokerage and duty fees on Carbon Environmental as though we were accepting goods from a U.S. supplier, we will not accept returns or exchanges from the United States that are sent via courier.

Where applicable, please contact your local customs office for information about any taxes or duties that may be assessed on a return shipment.

To avoid unnecessary delays, please write "Canadian Goods Returning" on the outside of the package. Please follow the rest of the steps outlined above for all returns or exchanges.

7. Time Standards
* In stock items will be shipped on Tuesdays and Thursdays using Canada Post Expedited Service. We consistently stock over 90% of our merchandise.
* Gift cards are usually shipped the same business day.
* Special delivery items require scheduling. An email will be sent to you with your delivery time and to confirm your order.
* Back ordered products are products not currently in stock due to disruptions in supply. If an item you’ve ordered has a back order status, we will contact you right away to let you know. At this time you may choose to substitute for a similar product, cancel the product from your order or wait until the item is again available. We are happy to discuss these options with you to facilitate smooth service. We will follow this same process if you order a combination of in stock and back ordered products. If we must cancel your back order because products become discontinued, we will notify you immediately.

Please Note: Availability displayed on our product pages may change while you complete the checkout process, as it is during this time that our system obtains updated inventory levels for the product(s) you have selected. Availability is only an estimate, and is subject to change. We do our best to provide you with the most up-to-date and accurate information. In the event that there is an error on our website we reserve the right to correct or cancel an order at any time, and/or edit an order to reflect the correction, and/or correct the error on our web site.

8. Delivery details
We may split your order into more than one shipment, depending on the availability of each product. If your order is split you will not be charged for the extra delivery, although your shipping charges may be split over the various invoices. If you need to receive one of your products sooner, we recommend that you place it in a separate order to avoid any possible delays. In the event that an item that is out of stock, we will notify you as soon as possible. At that time you may choose to accept delivery when the item is back in stock, or you may cancel or modify your order.

Carriers usually deliver between 8 am and 5 pm local time. If you are not home to accept delivery, a delivery notification card with further details and a pick up location will be provided. Please bring proper photo identification when you pick up your order.

9. Delivery areas
For your convenience, we deliver anywhere in Canada and the United States. To make sure that orders being sent to PO boxes and rural route addresses get to their proper destination, please include a physical street address, highway number and/or an emergency number with your order.

We are currently unable to accept or ship orders outside of Canada and the United States through our website. Please contact us via phone (780) 498-1900 or email info@carbonboutique.com if you are outside of Canada or the US.

10. Methods of Delivery
Most orders are processed within 24-48 hours from the time of order.

To give you the best possible service, we usually use Canada Post for shipping. This information is posted on our website as soon as your package ships.

Deliveries to major centers within Canada by Expedited Parcel are usually one to seven business days.

Greyhound and Fedex are considered backup carriers and may be used occasionally.

Carbon is not responsible for service disruptions that may occur with the shipping industry.

11. Non-Returnable Items:
The following products cannot be returned or exchanged:
* Products that have been used
* Products not in their original packaging
* Flor modular carpet tiles
* Cut items such as fabric, marmoleum, countertops, etc.
* Tinted paint
* Used filters, or filters in opened packages
* Books, CDs and DVDs as noted in our Return and Exchange Policy
* Washed or used clothing, linens, pillows, etc.
* All mattresses and mattress accessories
* Used personal care products or cosmetics
* Items marked as non-returnable
* Sale or clearance items
* Seasonal items (cards, ornaments, calendars)

12. Damaged Goods:
If your order arrived damaged, please contact us immediately. We will pursue action with the shipper to ameliorate the situation. If the error is ours, you will not be charged for additional shipping costs. We will then re-send your new order at no cost to you.

13. Warranties
Carbon Environmental honours all products covered under manufacturer’s warranty. Please call or email us with any warranty inquiries.

14. Holiday Returns
Items that meet our return or exchange policies as listed above, purchased during the November-December holiday gift-giving season, can be returned up until January 10th. Please do not return or exchange products during boxing week from December 26 to December 31st.

15. Phone Orders
If you are uncomfortable ordering products through the Internet, feel free to email, fax, mail or phone us with your order. Phone orders are accepted during all business hours:
Monday, Tuesday, Wednesday and Friday 10am-6pm MST
Thursday 10am-8pm MST
Saturday 10am-5:30pm MST
Sunday 11am-4pm MST

Email: info@carbonboutique.com
Phone: (780) 498-1900
Fax: (780) 498-1903

16. Currency Conversion
All prices are in Canadian dollars. Your credit card company will automatically make the exchange at their current rates (check with your credit card company for details).

Orders shipped to the United States are not charged Canadian taxes; however, all orders pass through customs and are subject to import duties, taxes, and custom processing fees. These charges will be calculated and billed directly to you. While these charges are usually relatively small, please be aware that they do exist. An invoice will arrive with your parcel or may follow in the mail. Recipients are responsible for paying these additional fees.

Please note: Carbon Environmental is unable to provide estimates for any customs fees. Check with your local customs office for more information.

17. Taxes
All Canadian customers will be charged 5% GST. Customer who live in a province with HST will be charged HST in place of the GST. Customers requesting products be shipped to the United States are not subject to Canadian taxes.


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