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Order Status
When will my order ship?
 
  • Most orders are shipped within 1-3 business days of receipt of payment.
  • You will receive an e-mail notification when your order has been shipped. You will then be able to track your parcel with your Canada Post tracking number.
  • To find your tracking number, go to -> My Account -> Track Packages -> Current Order. Your Tracking number will be displayed on your current order after it has been shipped.
  • Ki Aroma usually ships via Canada Post Expedited which takes approx. 1 to 7 business days to most Canadian cities.
Has my order been shipped?
 
  • Click the "My Account/Login" link at the top right hand side of Ki Aromas site.
  • Then click "Review orders / track packages".
  • Then click "View or change order".
  • This page will show your order status: example Shipped or Processing.
  • When your order status is shipped, you will see your Canada Post tracking number.
How do I track my order?
 
  • To track your package, click the "My Account/Login" link at the top right hand side of Ki Aromas site.
  • Then click "Review orders / track packages".
  • Then click "View or change order".
  • Then click "Track your package".
  • Copy your Canada Post tracking number (numbers only).
  • Click "http://www.canadapost.ca" and follow the Canada Post instructions to track your package.
Can I change or cancel an item in my order?
 
  • When we receive your payment, your order is locked and cannot be changed.
  • Before we, receive your payment, your order may be editable depending on the order status.
  • Click the "My Account/Login" link at the top right hand side of Ki Aromas site.
  • Then click the "Change quantities / cancel orders" link to find and edit your order.
  • Then click "View or change order".
  • This page will let you know if your order is still editable.
My order never arrived.
 
  • Click the "My Account/Login" link at the top right hand side of Ki Aromas site.
  • Click "Review orders / track packages to find your order.
  • Click " View or change order".
  • Be sure that all of the items in your order have shipped already.
  • If you order displays your tracking numbers, check with the Canada Post to confirm that your packages were delivered.
  • If your packages each show a status of "delivered", please contact Customer Service for assistance.
An item is missing from my shipment.
 
  • Click the "My Account/Login" link at the top right hand side of Ki Aromas site.
  • Click "Review orders / track packages to find your order.
  • Click " View or change order".
  • Be sure that all of the items in your order have shipped already.
  • If you order displays your tracking numbers, check with the Canada Post to confirm that your packages were delivered.
  • If your packages each show a status of "delivered", please contact Customer Service
How do I return my product?
  We have a 100% Customer Satisfaction Guarantee. This means that any item can be returned within two weeks of receipt of your order for a full refund on the cost of goods (excluding shipping charges).

All products must be returned intact. We are unable to credit partially used, opened products or packaged products without original packaging. If we do not receive the item or it is damaged, we will be unable to issue a refund or credit.

If an error has been made by us on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the customer and they will be accountable for return freight. Please submit orders in writing whenever possible.

All returns must be shipped by Canada Post Regular Parcel Service. If returned by any other shipping method, customers will be responsible for any surplus charges.

If the cost of a returned item is $5 or less, a credit will be applied to the customer's account. There will be no refund or replacement for that product.

Please contact Customer Service for your Return Authorization Number which should be clearly marked on the outside of the box. Returned items will not be accepted without a return Authorization Number.
I received the wrong product.
  Please contact Customer Service within 72 hours of receiving the product.
Can I backorder an item?
  No. Backorders are not available.