FAQs

Shipping, Handling, Processing Times & More

How Long Does it Take to Process My Order?

Please allow 1-3 business days for order processing but may take up to 7 business days during high volume periods. In the exception that we are unable to fulfill your order within this period, we will be in touch.

Lost, Stolen or Missing Packages

We are not responsible for lost or stolen packages; however, a claim will be filed to our package carrier. If a package is returned to us due to a customer error (e.g., incorrect address or package refusal), the customer will then be responsible for any reshipment charges. 

If a package is lost, stolen or is missing, there will be a claim made for it as soon as possible. We ask you to please allow 1-4 weeks to receive your package and a little longer during peak holiday periods and during inclement weather conditions.

After 90 days, insurance claims can no longer be filed and returned packages will be forfeited.

How do I make changes to my order?

If you notice an error in your order confirmation, such as incorrect shipping address or size, kindly send us an email at hello@apothera.co and we'll be happy to adjust for you if your package has not yet shipped. Once your package ships, it is no longer possible to make any changes to your order.

My package isn't here?

Please check to see if your address is correct.

Contact your local post office mentioned in your tracking email. They will be able to provide more information as to where your package is. We do not have control over packages once they are handed over to the post office.

For packages stuck “in transit,” please allow a 4-week wait period for your package to delivery as these inconveniences may happen.

If your package has still not arrived, please contact us at hello@apothera.co and we will try our best to work out a solution together. 

I live in Toronto. Can I pick up my order in-person?

Due to ensuring safety for our team during the COVID-19 pandemic, we do not offer in-person pickup at this time.

About Your Order

Gift Note: Can I include one with my order?

Absolutely! We are more than happy to enclose a note with any order. When you go to your cart before the checkout page, there is a comment box where you can add your note.

If you forget to include the note on the Cart page, simply email us at hello@apothera.co to include what you would like your note to say and please include your order number for identification. If we have not already packed your order, we will be happy to include the note for you.

Please limit the note to 300 characters or less. ☺︎

Combining two separate orders: Can I combine them?

Yes! Please email us at hello@apothera.co as soon as possible. We will do our best to accommodate your request.