DELIVERY POLICY
WHERE IS MY CURRENT ORDER?
Already placed an order & received a Cleanthilife.com confirmation email your order has “Shipped”? Within 24 hours from that email you should receive a tracking email with your tracking number and estimated delivery date. If the email isn’t in your inbox don’t worry as it might have gotten stuck in your junk/spam folder. If it has been 24 hours since you have received the Cleanthilife.com “Shipped” email and you haven’t received your tracking email please CONTACT US for the tracking number.
IS MY PACKAGE LOST OR DELAYED?
Not necessarily. In some instances, there is a delay between when the scanning of your item occurs and when that information is presented in the shipping company tracking tool. While the tracking tool does provide the progress of items in transit to their destination, the main purpose of the shipping company tracking tool is to provide confirmation of delivery.
IT SAYS MY PACKAGE HAS BEEN “DELIVERED SUCCESSFULLY”, BUT NOTHING HAS ARRIVED?
First thing is be sure to check everywhere — occasionally, carriers will leave deliveries with neighbors, building managers, or places like your porch, garage, or even behind bushes. Be sure to check your residential mailbox AND your community mailbox if you have one. With community mailboxes often a key is left in your personal box to give you access to the larger parcel box.
Your package also could be at the post office. Carefully check through all your mail to see if they left a delivery notice which will have instructions on when/where to pick up your package.
If you do not go get your package to the post office, with 5 days, the package will be sent back to us. We will be reshipping the package at your own fees. Those fees vary between €9.99 and €39.99 depending on your area.
Alternatively, your package might still be on its way. Sometimes the shipping company electronic updates can be a couple days ahead of the actual package being delivered. Be patient for a day or two more and your package should arrive.
If it has been 10 days from the Shipping company expected delivery date and your package still has not arrived CONTACT US and we will file a claim with shipping company and ensure your order is reshipped out immediately!
If you do not get your package, result of a invalid address given, or error from your part in the address, Cleanthi Life is not responsible for it. If the package is shipped back to us, we will be reshipping the package at your own fees. Those fees vary between €9.99 and €39.99$ depending on your area.
WHAT IF I AM NOT HOME WHEN MY ORDER ARRIVES?
It is up to the driver’s discretion whether to leave a shipping company Delivery Notice Card when delivering your order or whether to simply drop it off at your doorstep, with a building manager or doorman. If the driver feels it is best not to leave the package at the delivery location he/she will leave a Delivery Notice Card. The Card will say exactly what your delivery options are with your package.
If you do not go get your package within 5 days and the package is shipped back to us, we will be reshipping the package at your own fees.
MAIL FORWARDING
Shipping company does not forward parcels if you have your mail forwarded from your old address to your new address. So if you are in the moving process please be 100% sure that the address you shipped your order to is the address you will currently be in at the time of its arrival.
SHIPPING COSTS
~ OVERSIZE AND REMOTE SHIPPING COSTS
All oversize and remote order shipping costs are calculated individually. Most often if the order total is large enough we can ship it for free however on occasion some orders will incur additional shipping costs. We will ALWAYS let you know prior to shipping and let you know your options. Getting your order refunded is always an option if the cost of shipping doesn’t make sense based on the order.
SHIPPING SPEEDS
Orders placed before 1pm local warehouse time will ship out within 24 hours Monday to Friday. All other orders will be shipped out the next business day. *Estimated Shipping times are for major urban centres and based on business days. Saturday and Sunday do not count as shipping days. If you live outside a major urban centre please add an additional 1 – 3 days shipping time.
CAN I PICKUP MY ORDER?
We are very sorry to say that unfortunately not. At the moment we are not set up to accommodate walk in guests. On the bright side if you live in the area shipping should be next day”ish” so you should get your products super quick as it is!
REFUND POLICY
REFUND/RETURN POLICY
IN-STORE PURCHASES
If there is an issue with any store-bought products, you will need to refer to that same location, not us. They will follow their store policies regarding refunds or store credits if required. Then, they will get in touch with us directly.
You do not have to contact us. Unfortunately, we credit or refund online purchases only. Thank you for your understanding!
ONLINE PURCHASES
If you’re not 100% satisfied with your products for any reason, we will take them back within 30 days of the delivery date, even if it has been opened and/or used!
For all unopened products, you will receive a full refund on your payment method.
For all opened products, you will receive an online credit for future use.
~ HOW TO RETURN AN ITEM?
- Contact our Customer Service Team with the details of the return.
Please be sure to include:
- Your order number
- The expiry date of the product
- The lot number of the product
- The reason you are returning the product
- You will then be provided with a Return Authorization Number (RAN) along with instructions on how to send back the package to us.
- Once we receive the package, please expect 1-2 weeks to be processed and receive your refund or credit.
- To contact customer service, CLICK HERE.
