Updated May 15th, 2018

Shipping and Returns

Purchases will be shipped via Canada Post from our Vancouver distribution center. You can expect your purchase to arrive within 5 of business days from receipt of your order. For an additional charge, we can expedite delivery to most destinations in 2 of business days.

  • The shipping and handling cost for your order is based on the total weight of the order, and calculated automatically at checkout.
  • Free delivery is offered on orders over $75 (Canada only)
  • Please allow up to 2 business days to process and pack your order.
  • Orders are shipped on business days only. Business days are Monday-Friday, excluding public holidays.
  • Delivery times shown below are based upon normal business volume. You may choose to upgrade the shipping method for faster delivery. Not all delivery methods are available to all areas.

Note: Your package will come from our Canadian distribution facility located in Vancouver, Canada.

International Addresses

We only ship within Canada and some parts of North America.

Gift Cards

  • Gift cards are sent separately from other items.
  • Gift cards can be purchased online and are shipped via regular mail.

Out of Stock Items

Items that are displayed on the online store should be in stock, unless marked otherwise. If your item is out of stock we will contact you to discuss how you would like the order handled. We do not back order.

We apologize for the inconvenience this may cause.

Order Cancellation and Changes

We do not normally accept order cancellations or changes once an order has been processed. If you have a question about your order, please feel free to contact us and quote your order number.

Order Tracking

When your order is shipped from our warehouse, we will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package.

Refund Policy

Our policy lasts 30 days. If 30 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 and in the same condition that you received it. It must also be in the original packaging.

Returns

If you’d like to return or exchange an online order, please call customer service to obtain a return authorization, and we will be happy to help you.

Contact us

Opening times

Monday - Sunday:       10am to 7pm (PST)


Non-returnable items

  • Gift cards
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@lemongrasshousecanada.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@lemongrasshousecanada.com and send your item to: 209 Abbott Street, Vancouver, BC, V6B 2K7.

Shipping

To return your product, you should mail your product to:

209 Abbott Street, Vancouver, BC, V6B 2K7.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.