Q: Do you accept returns? What is your return policy?
A: If you have any issue with your purchase, whether you received a defective product or the wrong item, please email firstname.lastname@example.org. All issues are with on a case by case basis. Please save your package, snap a photo of the issue you are having and contact us immediately. We will make every effort that you are happy with your purchase. We will always do our best to provide the most comprehensive customer service possible, and strive to go above and beyond however...
- Due to health and hygiene considerations, all opened and used items cannot be returned or exchanged.
- Lost items in the mail will not be Stark's responsibility. Please choose a shipping method that requires signature upon delivery.
- Please read our ingredient decks (lists) carefully. If you have any allergies, sensitivities or general questions, please email before you make a purchase.
- Shipping fees are not refundable.
- No bad attitudes are tolerated. We're on the same team, fam.
Q: Talk to me about shipping.
A: Well, ok then! Our shipping costs are calculated automatically at checkout. No, I cannot "find an alternative" for you, unfortunately. You'll see there are several carriers and service types available, so please choose which is most reliable to you. Also, I cannot control when or how the package is delivered to you once it leaves my warehouse, so please be sure to ship to an address that is reliable or where someone is there to accept the package for you! Please contact the shipping provider with your tracking number if you require a change in delivery, etc. Note that these services are not available for basic shipping options.
To non-US and non-CAD customers... please note that all duties, customs fees, etc that your country charges are your responsibility and not calculated at checkout.
Int'l orders are shipped once per week (on Wednesdays.).
Stark is not responsible for any lost packages. :) Please upgrade to tracked shipping (when available to you) if lost packages are a common issue.
Note that International Air and International Surface do not have any tracking numbers, and the surface option can be very, very slow (several weeks to get from Canada to Europe!). Upgrading international shipping to a tracked or express service is highly recommended.
Q: I submitted an order, now I want to change it.
A: As order submission and shipping is one of the only outsourced portions of my business, no amendments can be made once an order is submitted. Please check your order, address and shipping method carefully before submitting.
Q. Samples, please! Where are the free things!?
A. Ah, but nothing in life is free! Free samples considerably increase my overhead (costs) and so instead I offer small bottles (15 mL) of our premium oils for trial. Please do not email me asking for free samples for trial, I won't respond due to high level of email inquiries... and being a solo entrepreneur! (I don't like being rude, but I need to respect my time!)