Blugenics Innovations Inc. is not responsible for packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer. A replacement shipment will NOT be sent out until the original has been returned to and received by us.
If a package is returned to Blugenics Innovations Inc. due to an incorrect or incomplete shipping address provided by a customer, the customer will be charged a fee of up to $25 to cover the return shipping and redelivery costs. If the customer decides not to pay this fee, then Blugenics Innovations Inc. will refund their order. Products returned will be subject to a 10% restocking fee, based on the product purchased, or minimum charge of $10. Shipping charges will not be refunded.
If an online order has been entered with incorrect address information, please contact us as soon as possible to make the necessary corrections.
In some circumstances, we can correct this prior to the parcel being sent out.
CONTACT: Customer Care at firstname.lastname@example.org or call 1-844-807-0245
For orders originating outside of the United States or Canada, please contact email@example.com for shipping options and/or availability.
Undelivered or Lost Parcels
Blugenics Innovations is not responsible for parcels which have been lost or stolen once shipped from our warehouse and in the property of Canada Post.
However, in the rare occasion when this happens, we will work with the customer affected through Canada Post to start a service ticket investigation into the whereabouts of the package. As part of this investigative process, Canada Post will typically contact the customer by email* or phone to ask questions about the missing parcel as reported (email* is the preferred method for contact). Generally, this process can take up to 14 business days to complete. If the volume of parcels being handled by Canada Post is high or if the procedure has a setback for some reason, the process may take longer than the suggested time frame of 14 business days. Please note that Canada Post’s investigation is not something over which Blugenics has any control.
*Please be sure to check your email junk folder, sometimes Canada Post emails are marked as junk.
In cases where the service ticket is completed, and Canada Post has confirmed that the parcel sent by us is lost/no longer trackable, a replacement order will be released. We are unable to guarantee this outcome and will not release a replacement if the findings of the investigation determine that the parcel was delivered. We understand these things can happen and do our best to help our customers in these situations, as we genuinely want all customers to receive the Karen® products that they order.
Please note, replacement parcels will not be issued until the service ticket investigation is completed by Canada Post – no exceptions.
Once we receive word from Canada Post that the service ticket is complete, we will notify the customer of the outcome and proceed from there based on the result.