STORE POLICY
Due to the nature of our products we do not allow returns unless your order is defective or packaging error on our part. If your product is defective we will issue a replacement or credit.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please contact us within 5 days from date of delivery at thebclabco@gmail.com.
To be eligible for a replacement or credit, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. To start a return, you can contact us at thebclabco@gmail.com.
When returning an order, we recommend shipping with tracking number and insurance. Store credit is offered for all orders that have been processed and shipped. To receive a store credit or refund the order must be returned in the same condition as it was shipped. The item must be return in the original state, unopened, unaltered, unused and undamaged with all original tags, labeling and packaging.
Unfortunately, we cannot accept returns on sale items or gift cards. During sales & promotions all sales are final.
Order Cancellation, Additions & Changes
Because each item in your order is hand packed or made fresh just for you, orders that are cancelled after they have gone to fulfillment will incur a 25% cancellation fee. To request a cancellation of a current ‘pending shipment’ order, please email us: thebclabco@gmail.com. If your order hasn’t processed to our fulfillment center, no charge will be incurred and the order can be cancelled. If your order has reached our shipping department, it can't be cancelled and no refunds can be granted.
Shipping
Typical shipping times are 5 - 7 business days from order date. An email containing tracking information will be sent to you once your package(s) have been shipped. If you receive more than one tracking e-mail, this means you have more than one packaged shipped.
International Customers
Please note that all custom fees are the responsibility of the buyer and will be charged by the carrier upon final delivery.If you refuse your shipment due to custom fees you will be charged a 25% restocking fee and the original shipping fee is not refundable.
Damaged Freight / Lost Packages
Every effort is made to ensure a safe delivery, sometimes an order may be damaged during shipment. We want to know if something arrives to you in a damaged condition. To begin the process, we will require that you take pictures of the damaged product(s), and box material if relevant. Please e-email your damaged freight pictures to thebclabco@gmail.com.
Lost packages at the hands of a carrier are indeed a bummer. We get that! As the shipper, we are not responsible for parcels that we have correctly shipped. If your parcel becomes lost, please email us and we will contact the carrier to open a claim. Ultimately it is the carrier’s decision on how to handle the claim. If they accept responsibility, we will work out the details on getting a new shipment to you. If they do not accept responsibility, this issue is between you and the carrier. The BC Lab does not provide refunds, credits or replacements on parcels that were correctly shipped from our facility without the carrier accepting responsibility – this includes stolen parcels.
When using a customer provided FedEx or UPS account number, please note that the liability for damaged shipments rests on the account holder. This means if you have your order ship via your account, we cannot file a claim or re-ship products as we are not authorized to speak to the carrier regarding your account.