RETURNS & EXCHANGE
I want to cancel my order. What do I do?
Order cancellation must be reported within 1 hour of placing the order (unless it has been shipped). Your order number must be in the body of your e-mail request in order for us to successfully process the cancellation.
We don't accept cancellations due to discount code not applied to the order. Unfortunately, a discount code can't be applied to an order once it has been processed.
My products arrived damaged. What do I do?
Not to worry. Please e-mail us at email@example.com with images of the damaged goods and one of our team members will get back to you as soon as possible. Product images must be submitted with the e-mail in order for us to re-send the package. Damaged product(s) must be reported within 3 days of receiving the products (no exceptions). For non-tracked packages, damaged product(s) must be reported within 24 days of order date.
The Innate Life is not responsible for any damage to the products caused by freight forwarder companies such as Aramex, myUS.com or others. A customer must discuss with the freight forwarder company that our products are packaged in glass containers and must be re-packaged as they were shipped from our facility if they are taken out of the box for inspection.
I received the wrong product. What do I do?
We apologize for the convenience! It can sometimes happen as we try to ship out orders as fast as possible. Please send us an image of product(s) you received at firstname.lastname@example.org with your order number. One of our team members will get back to you as soon as possible with a resolution.
What is your refund, return + exchange policy?
Unfortunately, all our sales are final and products can’t be refunded or returned. We do not allow exchange on products. We apologize for the inconvenience!
ABOUT THE PRODUCTS
How do I store your products?
Please store all our products in a cool and dry place (away from sunlight).
Are your products cruelty-free?
Yes, all our products are cruelty-free.
What is the shelf life of your products?
The shelf life of our products is approximately 8 months. The shelf life begins the moment you receive the products. All our products must be stored in a dry place (away from sunlight). We recommend that the scalp treatment be stored in room temperature (20-25 degree Celsius). We use unrefined shea butter in our scalp treatment which may solidify or cause grainy texture below 15 degree Celsius. Please note that the graininess in the product does not affect its efficacy.
Are your products vegan?
All our products are vegan except the scalp treatment - normal and scalp treatment - dry. Our scalp Treatments contain a bit of beeswax.
Are your products safe for color treated hair?
Unfortunately, our products are not specifically formulated for color treated hair. Having said that, many of our customers with color treated hair do use them without any issue.
COVID-19 SHIPPING UPDATE
Are you still shipping orders?
Yes, we are still shipping orders as usual with 1-3 business days of processing time. However, delivery of orders may be delayed due to COVID-19.
Our courier partner, Canada Post is accepting mail and parcels for limited International countries due to temporarily service disruptions. As a result, we are only shipping to the following countries: Australia, Austria, Belgium, Canada, Croatia, Denmark, Finland, France, Hong Kong, Hungary, Iceland, Lithuania, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Sweden, Switzerland, United Kingdom and United States of America.
SHIPPING & DELIVERY
When will I get my order?
We ship from Toronto, Canada therefore shipment transit times may vary. We take approximately 1-3 business days to process all orders. Business days are Monday to Friday. Additionally, it can take 2-7 days for packages to be delivered within Canada. Non-tracked packages to USA take 2-3 weeks whereas tracked packages to USA take 1-2 weeks to be delivered. International packages take 2-3 weeks to be delivered. Sometimes international packages can get stuck at customs for additional 1-2 weeks which delays their delivery date.
Where is my tracking number?
All customers receive a shipping confirmation e-mail when their shipping label is created and their order is ready to be shipped. ALL Canadian and International orders come with a tracking number which is sent with the shipping e-mail. However, some US packages may not have tracking information. If you chose Free Standard Shipping or Non-tracked Standard Shipping during check out then your order will not come with tracking information thus will be delivered approximately 2-3 weeks after the shipping date. If you didn’t receive a shipment confirmation e-mail then please e-mail us at email@example.com.
Do you ship internationally?
Due to COVID-19 and temporary service disruption, our courier, Canada Post is accepting mail and parcels for limited International countries. As a result, we are only shipping to the following countries: Australia, Austria, Belgium, Canada, Croatia, Denmark, Finland, France, Hong Kong, Hungary, Iceland, Lithuania, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Sweden, Switzerland, United Kingdom and United States of America.
The Innate Life is not responsible for any custom or duties fees. Please check with your country's import rules before placing the order.
We ship via Canada Post/USPS so USA customers do not incur custom/duty fees.
Where is my order?
Please check your tracking number for the status of your order. If your tracking info doesn't seem right then please e-mail us at firstname.lastname@example.org. If you ordered from US and chose the non-tracked packet then please wait up to 3 weeks after your order date before contacting us.