Shipping & Return Policy

Thank you for shopping with Arau. As a growing, local business, we strive to keep our policies simple, transparent, and fair for both our customers and our operations.

Shipping & Delivery Information

ARAU primarily utilizes Canada Post for standard shipments across Canada. However, we may use alternative carriers or delivery methods at our discretion to improve service, efficiency, or delivery reliability.

1. Domestic Shipping Only

To ensure the highest level of care and timely delivery, Arau proudly ships exclusively within Canada at this time. This allows us to offer reliable shipping rates and dedicated service to all our customers nationwide.

2. Shipping Rates & Free Shipping Tiers

Within British Columbia (BC):

Flat rate of $8.80 on orders under $50 (pre-tax). -

FREE SHIPPING on orders of $50 and over (pre-tax).

Rest of Canada (Non-BC):

Flat rate of $18.80 on orders under $100 (pre-tax).

FREE SHIPPING on orders of $100 and over (pre-tax).

3. Local Vancouver Fulfillment (Business Account):

For select Business Account clients within the Greater Vancouver area, orders may be fulfilled via direct local delivery.

Eligibility is determined at ARAU’s discretion
Delivery timing will be coordinated directly

Orders fulfilled via local delivery are considered delivered once received in person.

4. Processing Times

Orders are typically processed and prepared for shipping within 3 business days.
Once dispatched, you will receive a confirmation email with tracking information.

5. Risk of Loss & Address Accuracy

Once an order has been handed over to the shipping carrier, ARAU is not responsible for delays, loss, or theft in transit.

Customers are responsible for:

Providing accurate shipping information
Monitoring shipment status

Orders marked as “delivered” by the carrier are considered fulfilled.

Return & Refund Policy

Due to the personal and hygiene-sensitive nature of our products, we take health and safety seriously. Please read our guidelines below before initiating a return.

1. Eligibility Window

You have 30 days from the date you receive your order to request a return or exchange.

2. Conditions for a Return

To be eligible for a refund:

Items must be unopened, unused, and in original packaging
Proof of purchase is required

We do not accept returns on:

Opened or used products
Custom blends or personalized orders
Samples
Clearance or final sale items

ARAU reserves the right to refuse returns that do not meet these conditions.

3. Business Account Orders

Orders placed under a Business Account may be subject to different conditions:

Generally considered final sale, especially for bulk or recurring purchases
Not eligible for return unless defective or agreed in writing

Customers are encouraged to test products in smaller quantities before placing larger orders.

4. Return Shipping & Original Shipping Fees

Customers are responsible for return shipping costs
Original shipping fees are non-refundable

For orders that qualified for free shipping:

A standard outbound shipping cost ($8.80 BC / $18.80 Rest of Canada) will be deducted from the refund

5. How to Start a Return

Please do not send items back without contacting us first.

Email: contact@arau.ca

Include:

Order number
Reason for return

If approved, we will provide return instructions.

6. Damages and Issues

Please inspect your order upon arrival.

If your item arrives:

Broken
Leaking
Damaged

Contact us within 48 hours of delivery with:

Clear photos of the product and packaging

ARAU will assess and determine eligibility for replacement or refund.

7. Non-Returnable Situations

Refunds will not be issued for:

Improper use, handling, or storage
Change of mind after opening
Natural variation in scent, colour, or consistency

Last Updated: May 2026