customer care

Welcome to the peaceful tranquility of the silk road aromatherapy and tea realms.

Below is a list of our shipping, exchange and legal policies. For more information, please contact us directly. We will be happy to assist you. Click here for our contact information.

• shipping
• damage, shortage and mail order returns
• in-store exchanges & returns
• product handling & care
• pricing
• liability
• legal

shipping
All orders are shipped expedited via Canada Post, freight prepaid. US orders are shipped via Xpresspost USA.

The cost of shipping the goods will depend on how much you order and where you live (the weight and size of the item, as well as the distance it is shipped, affect the cost). Please note that we will not know the exact price of shipping until we have packed the goods.

damage in shipping
All merchandise sold hereunder will be shipped at the Buyer's risk, and risk shall pass to the Buyer upon our delivery of merchandise to a carrier. Therefore, all claims involving loss or damage to merchandise should be solely against the carrier. Claims for damaged goods should be made directly to the carrier (Canada Post). Contact a Canada Post representative at 1 888 550 6333. Remember to retain all packing materials, including the box the goods arrived in, as Canada Post may need to inspect the damage.

shortage
Claims for shortage are to be made in writing to silk road (via fax or e-mail) within 5 business days from the receipt of goods.

mail order returns
The authorisation of a silk road representative is required for any returns. The request must be made in writing (via fax or email). Returns will be refused unless they have been authorised and the goods are in original cartons. For product safety reasons we regret that we cannot accept returns of tea; essential oils; bath and beauty bar products; carrier oil; and bath, body & massage oils.

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in-store exchanges & returns
Items must be exchanged or returned within 14 days of purchase.

Items must be unused and in good condition. We cannot be responsible for items once they have left the store. We will not perform exchanges or refunds on items that have been damaged through usage or improper care (e.g. broken, cracked, chipped).

For health and safety reasons we do not accept the return of personal care products or food items. These include bath, body & massage oils; essential oils; skincare products; bathsalts and tea.

Items for return must be accompanied by a receipt. Items not accompanied by a receipt can be exchanged for their current value. No refunds without a receipt.

product handling & care instructions
Our teas and aromatherapy products are heat and light sensitive. Although our teas are sold in metal tins and our essential oils are packaged in dark glass bottles, these all-natural, preservative free products should be stored away from direct sunlight and heat sources. To maintain our products' superior level of quality and freshness, avoid exposing them to moisture, steam, and extremes of light and temperature.

To ensure your enjoyment of wares purchased at silk road, we provide you with instructions on how to care for your merchandise. If the instructions are followed properly, your merchandise can be enjoyed for a long time. Unless specified otherwise, do not put your item in a dishwasher or use on a stove, in the oven or in a microwave. Click for care instructions for stainless steel, bamboo, cast iron and glass products.

pricing
All prices are in Canadian dollars. Merchandise will be invoiced at the prices in effect on the date of shipping. While we hope to maintain our prices as long as possible, they are subject to change without notice due to unforeseen increases in cost.

If you are a US customer, you can get the most up-to-date conversion rates by clicking here. You will need to pay for your merchandise with Visa, Mastercard, American Express or JCB. Your credit card company will automatically convert the funds from Canadian to US dollars and list the information on your statement.

liability
silk road cannot be held responsible for misadventure resulting from the misuse or the use of any of the products or methods mentioned in this online brochure.The information outlined should not be used to treat any ailment or to imply in any way that any of our products and/or their use are a treatment or prevention for any health or medical condition.

Individuals with health conditions and/or who use medication should consult their doctor before using any aromatherapy products. Contraindications include pregnancy, breastfeeding, asthma, epilepsy and chemotherapy. Individuals with health conditions or who use medication should consult their doctor if they intend to start drinking tea.

silk road aromatherapy products are for external use only. Keep out of reach of children and pets. Keep off of painted, varnished surfaces and away from open flame.

legal
The collection of information in this document is the intellectual property of silk road. Copyright 2006 by silk road. All rights reserved. No part of this document may be reproduced in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from silk road.