shipping & returns
Return and Exchange Policy
Returns & exchanges are permitted within 7 days of receiving your shipment. If there are no damages to the product and its original packaging remains intact, we will do our best to fulfill your request.
Please note: to start a return process, all labels must remain intact, and the products must not be opened.
Upon receipt of your purchase, please ensure that your product is in good condition. If not, please notify us immediately and send photographic proof of the damage as well as the original receipt to thecoolestbrand@gmail.com within 72 hours of receiving your order.
If your return is approved, your refund will be processed, and a credit for the product value (minus the transport cost) will be applied to your original method of payment.
Return shipping (of the returned product) is the customer’s responsibility
Final Sale
Sale & ’Sample Sale' items are final sales and are not eligible for a return or exchange. Please note that all candles, bath soak salts, body scrubs, scrub cubes, shower steamers are final sale.
Defective or Damaged Goods
If your item(s) is defective or damaged upon arrival, you must contact us within 72 hours of receiving your item(s) for an exchange. Please email us at thecoolestbrand@gmail.com for instructions on how to proceed.
Gift Cards
Gift cards and store credit never expire and may be used in-store or online. We do not replace any lost or stolen gift cards or store credits. Gift Cards are electronic version only.
SHIPPING
We currently ship within Canada and the U.S.
CANADA:
We offer a standard shipping option on all orders across Canada. Provided all items are in stock, orders will ship within 1-2 business days. You will be notified as soon as your order is shipped, and you will be given a tracking number. Since we ship all of our products from Toronto, Canada, delivery will depend on where you're located and can be delayed due to customs and national holidays. For orders less than $99.00, the shipping cost for orders in Toronto is $10.00, and for GTA and Canada is $20.00
Please note that we rely on BIKE COURIER NATIONEX & Freightcom (UPS, FedEx, Purolator) and their affiliated services within Toronto, GTA, and Canada and cannot always guarantee that shipments will be delivered on time. In case of any questions, please email us at thecoolestbrand@gmail.com
USA:
Standard Shipping $25.00. To get a better idea of delivery time, please refer to the tracking link in your shipping email.
Sales Taxes + Duties
Sales tax will be applied automatically during the checkout process to Canadian customers.
We’re not responsible for any customs or duties on international orders levied by your country on imported goods. The prices reflected on www.handsomecreatures.com do not include or reflect customs and duties. We are unable to provide estimates on customs or duties charges as they vary for each country.
SHIPPING ADDRESS (can I change my shipping address?)
If you need to make an address change, please email us through our contact page within 30 minutes of the order being placed. We will try our best to change the shipping address, but we can’t make any guarantees. However, once a label has been generated, we cannot change the shipping address.
Please double-check the shipping address and confirm any unit/apartment numbers, special instructions before completing the order. An extra delivery fee will be applied if missed due to the receiver's issue.
MY ORDER SEEMS LOST. WHAT DO I DO?
Please note that we are not responsible for any lost or missing packages, but if you believe your package is lost, please email us at thecoolestbrand@gmail.com, and we will launch an investigation with the respective carrier.
We do not offer refunds for lost packages. Our team will provide a solution to find your package, or if deemed missing, we will offer a replacement package after the carrier investigation is complete. Please note that these investigations, when opened, can take up to 14 business days to be rectified
MY TRACKING IS SHOWS DELIVERED BUT I DIDN’T GET MY ORDER
If the shipping address is to a building, UPS/FedEx/Purolator may either deliver the package to a security guard or concierge desk, or if you have a parcel locker in the mail room, it may be left there.
Community Mailbox: If you typically receive mail at a community mailbox, you’ll most likely receive a key in your mailbox to a larger parcel locker. Please check with neighbors or anyone in your household who may have accepted the package on your behalf. If the package is deemed delivered but is not found, we can open an investigation with the carrier. Please note that we do not offer refunds for packages deemed delivered via tracking. In approved scenarios, our support team may offer store credit for the value of the order once the investigation with the carrier is complete.