Shipping & Returns
Please note not all products are in stock at all times. Variances can occur. We will make every attempt to ship out your order as soon as possible. Orders placed by NOON Pacific Standard Time(PST Tues - Fri) typically ship out that day or next business day. Once your product(s) has shipped, you will receive a shipment confirmation via email. A shipping tracking # will be included, if available. In general, orders are shipped Tuesday - Friday (excluding holidays). Saturday shipping is not available. Standard delivery is by postal service unless item is too large, then we will decide which appropriate carrier to use. You may contact us if you wish your order to be shipped a certain way. Ship times for postal service can and do vary between 2 days and 6 weeks for International shipments. If you are in need of your order faster, please specify when you place the order and we will contact you regarding pricing.
Average shipping prices: While we do not control the rates with Canada Post, they do offer us a slight discount for the volume we send with them. This site is connected to the real-time Canada Post rate server when you place your order. The rate you see is an actual rate sent based on the weight and size of your order. If you are thinking the rate is high, try shipping a 3-5 pound box to grandma in another province! Yup, Canada Post rates are not cheap, but they are insured. Below will give you an idea what a few of the rates we see are, of course depending on your exact postal code: BC- 3 bottles = $11, 6 bottles = $14. AB- 3 bottles = $10, 6 bottles = $12. ON- 3 bottles = $15, 6 bottles = $20. QC- 4 bottles = $15. NFLD- 2 bottles = $14. NB- 1 bottle = $15.
Abnormal shipping times
Normal ship times by postal service within N. America are between 2 days and six weeks, longer for International destinations. If your shipment has taken longer than six weeks we can re-ship your package at additional cost (if standard post was selected). If you chose to have insurance and/or tracking number then we can submit a claim with the shipping company and re-ship your order. PLEASE BE PATIENT WITH THE MAIL. We have no control over your package after it leaves our building. We, like you, are hoping and beleiving that the post office can do their job well. If this is unacceptable, please choose an alternate shipping option.
Wrong item or quantity shipped
If we make an error with your order, please notify us right away (within 7 days of receiving your shipment). We will remedy the mistake with the correct product. In the rare circumstance where the product is no longer available, we will help you select an alternative or credit your account.
If we sent you more products than you ordered, please notify Customer Service and return the additional quantity. Please notify us within 7 days or you will be billed for the additional quantity, even if you didn't order it.
Damaged in shipping
If your shipment was damaged in transit we will gladly send you a replacement. In the unlikely event that an exact replacement is unavailable, we will offer an alternative product with similar features. If you do not want the alternative product, we will gladly give you a refund for your original purchase when we receive the return of your original product. Any product(s) returned must follow our Exchange / Return Policy. Contact Customer Service to proceed.
You can cancel your order without charge provided the order has not been picked, packaged or sent already. Re-stocking charge is 20%. Also, any product we order in for you cannot be canceled without charge. If you are unsure about this policy, please state no backorders during the order process.
Backorders are filled automatically by us unless we are instructed not to ship any backorders at the time of order placement. You need to do nothing more to ensure you receive the balance of your order. We ship backorders as soon as they become available from our suppliers. That means that if a manufacturer is out of stock, then we must wait unti they fulfill their order to us before we can ship it to you. This we have no control over unfortunately.
Not all products are in stock at all times unless stated in the listing. Variances can and do occur in our inventory. If you require an inventory answer, please email or call us before placing an order.
Returns are subject to a 20% restocking fee. For your protection, we recommend that you get a certificate of posting, available free from the Post Office, which will enable you to claim should the goods be lost or delayed in the post. ChiliHeat.com will not accept responsibility for any goods until we receive them. NO RETURNS ON OPENED BOTTLES OR CONTAINERS!
Customs and duty
Please note that all shipments to US and Rest of World destinations may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be.