Shipping policy
You should receive a confirmation email immediately after purchase. If you do not receive a confirmation email, please contact us orders@ninekeysbotanica.com so we may verify your order. In most cases, this occurs when an incorrect email address was entered at checkout or the message was filtered into a spam or junk folder.
Shipping labels are created as orders enter the fulfillment process. Once your label is generated, you will receive an email containing your tracking information.
Standard order fulfillment time is up to 5 business days (not including shipping time).
Certain items, including spiritual waters and fixed candles, are ritually prepared and may require up to 10 business days for fulfillment prior to shipment.
Shipping time begins once the courier has received the package and is based on the shipping service selected at checkout. Nine Keys Botanica does not control carrier transit times or delivery schedules once the package has been released to the courier.
Delays caused by the shipping carrier, holidays, weather, or other circumstances outside of our control do not qualify for order cancellation or refund once an order has shipped.
Customers are encouraged to order in advance when items are needed for specific ritual dates or spiritual work.
By placing an order, the customer acknowledges and agrees to these processing, fulfillment, and shipping timelines, including carrier transit times outside of our control.
Packages marked "Return To Sender" will be refunded minus the cost of shipping and handling.
Nine Keys Botanica is not responsible for lost or stolen packages. You must file a claim with the courier directly. If items arrive damaged you must file a claim with the courier directly. The courier assumes responsibility of the package once they pick it up from us. If you want your package insured above what is covered by the courier please email orders@ninekeysbotanica.com as soon as you receive your confirmation email for your order along with your order number. Be aware that this is an additional service and there is an additional charge by the courier for this service that will be discussed via email before finalizing.
Nine Keys Botanica is not responsible for packages that have wrong, incomplete or insufficient addresses, phone numbers, or emails provided to us by the customer during check out. Parcels marked as "Delivered" do not qualify for a refund nor replacement. You must file a claim with courier if you have not received items marked as "Delivered." Parcels marked as "Abandoned" do not qualify for a refund nor replacement. A claim can not be filed on parcels marked "Abandoned."
International Orders
All international orders may be subject to import fees/duties and local taxes that are the responsibility of the customer to remit. Nine Keys Botanica has no control over international carriers, customs policies. and package arrival time frames.
Colognes, perfumes or other flammable items may not be shipped internationally due to flight restrictions.
No refunds are given if a package is refused for delivery at customs, or failed delivery attempts by courier.
International orders are abandoned if delivery is unsuccessful. International orders are not eligible for "Return To Sender" and attempts to do so are treated as abandoned and parcel shall be discarded by customs or the courier.
Shipping To Canada via UPS
Brokerage fees generally apply to regular ground shipments and cover the costs of processing the paperwork and paying the taxes and duties to the Canada Border Services Agency (CBSA). The fees are calculated on the value of the product being shipped and can be as much as $100 USD. UPS customers do have the option to self-clear and UPS will provide the email address or fax number if customers call 1-800-PICK-UPS.
- refuse delivery and advise the courier that you will pay duties and/or taxes directly to CBSA
- write down the unique shipment identification/tracking number. The shipment will be returned to the courier’s warehouse for a limited period of time
- visit a local CBSA office that offers accounting services to the public. Directory of CBSA Offices and Services
- You will need the shipment identification/tracking number, the commercial invoice (receipt), and personal identification when you visit the CBSA.
- You will be given an official receipt indicating that you have paid duties and/or taxes paid to the CBSA.
- A copy of this receipt must be presented to the courier, either in person or by fax, at which time receipt or delivery of the shipment may be arranged.
If that seems like a lot of work then you may opt to pay the brokerage fee but at least you should know that you have a choice.
File A Claim with UPS
All packages from UPS carry insurance*, up to $100 USD**. If a package is missing, lost, stolen, or arrives damaged, a claim must be filed with UPS. To begin a claim:
1) Visit www.ups.com and create an account, it's free.
2) Enter the tracking number and click search. Then click on the File A Claim button.
3) Click on the File A Claim tab. Select "Single Claim," "I am the recipient of the package," and the either "package is lost" or package is damaged." Then click Next.
The investigation takes up to 8 business days. Once the investigation is over, UPS will send a letter in the mail stating their results and course of action. If it's found it will state that it will be routed your way. If it's lost then the letter will ask for proof of purchase to be uploaded to the claims dashboard for review for compensation. Once the review is completed by UPS, if approved, they will send a check in the mail, up to $100**, for the damaged or lost items. If you do not receive communication from UPS in 8 business days you can contact UPS directly at 1(800) 742-5877 or reach out to the shipper at orders@ninekeysbotanica.com with your order and tracking number for assistance.
*A claim can not be filed on packages marked as abandoned.
** Limit for both domestic and international. Plus shipping, not handling.