How can I find the status of my order?
You may find the status of your order by logging into your account. Once you have signed in, your order history will appear with your order details, including fulfillment status.
Can I make changes to a recently placed order?
Once an order has been placed, changes cannot be made through your account. Should you need to alter your order regarding items purchased or your shipping address, you may contact us using the live chat app (to the right of the screen), by e-mail at firstname.lastname@example.org or at 1-844-431-8100 to inform us of the changes you would like to make.
How long will it take to receive my order?
Standard processing time is 24-48 hours. Once your shipping label has been printed, you will receive tracking information via email. Due to a large volume of orders during Holidays and promotions, processing time may vary during this period. For more accurate information about shipping delivery timeframes, visit our Shipping page.
Do you ship internationally?
We are currently only shipping to addresses across Canada.
How much does shipping cost?
We offer FREE Expedited Shipping through Canada Post or UPS, on all orders ABOVE $125 (before taxes). If an order is placed that is below $125, there is a standard flat shipping rate of $15 Canada-wide. Should you need your order to ship faster, please contact us for those requests regarding your delivery.
How do I find the tracking details for my order?
Once your order has been shipped, you will receive an e-mail notification with the tracking number. Please be advised to look in your Junk/Spam folder if you do not see it in your inbox.
Why is there no tracking information for my order on the carrier's website?
The tracking details of your order will appear once the first scan has been posted by the shipping company. Please allow 24 hours for the details to be updated to make room for delays. If they do not show after 24 hours, please contact us for more information.
DISCOUNTS + PROMOTIONAL OFFERS
How will I be updated when you are having a promotion?
For the most in-depth information about our current promotional offers and discounts (both in store and online), please sign up for our Newsletter. You may subscribe by entering your e-mail address in the subscription box located on the homepage. If you do not want to sign up, you can check back to our main page (our promotions are often advertised there) or click the gift box icon located on the left hand side of each page.
How do I apply a coupon code to my order?
To activate a coupon code, enter in the “Discount Codes” section of your Cart and the price will automatically be adjusted. Please not that you may only use one coupon per order and some exclusions do apply.
Do I receive any samples with my order?
Each order will receive a minimum of 3 samples.
How come my payment cannot be processed at checkout?
If you receive an error message related to credit card authorization failure, follow these steps:
- Be sure that the card is current and valid
- Double check that the billing address on the credit card matches your account billing address
- Try re-entering your CVC
Should an error message be received upon second attempt after validating the information you've entered, contact your financial institution for further assistance or give us a call at 1-844-431-8100.
What are your accepted methods of payment?
Online: Visa, MasterCard, Amex
Over the phone: Visa, MasterCard, Amex, Gift Card
ALL OTHER INQUIRIES
How can I contact Spirit Spa for product advice and all other inquiries?
We may be contacted by e-mail at email@example.com or by phone at our toll free number 1-844-431-8100 from Monday-Friday between 9-5pm AST. You may also use our LiveChat during your shopping experience in order to receive quick tips and advice while browsing for products. If you have sent an e-mail or left a message, please expect a reply within 24 hours. Should you have contacted us outside of our opening hours (or over the weekend), please expect a reply within 72 hours.
Cannot find a product that was purchased in the past?
If you cannot find a product that was purchased in the past, it could be that the product is no longer available for the following reasons:
- The item is discontinued
- The product has been re-packaged/re-branded with a different name
- The product is out of stock
*In the event where a product reflects as “out of stock”, you may request to be contacted once this item becomes available to order.
What is your return or exchange policy?
Please see our Refund Policy.
Why was my order cancelled?
Your order may have been canceled due to an issue with the method of payment, or a discrepancy regarding inventory — in which case we will make multiple attempts to contact you for a product alternative or full refund. Should you not receive notification as to why the order was cancelled, please contact us for additional information.
Can’t find an answer to your question?
Please feel free to use the contact form below, contact us at firstname.lastname@example.org or call our toll free number 1-844-431-8100 and we will be happy to help.