RETAIL | WHOLESALE

GIFT GIVING MADE EASY!

Help & Customer Service

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  • What is Green Earth's Accessibility Policy?
    Our Accessibility Policy can be found here.
  • What is Green Earth's in-store Return/Exchange Policy?
    Our in-store Return/Exchange Policy can be found below and at the bottom of every store purchase receipt.

    Store Purchases

    We want you to be completely satisfied with your purchase. With original receipt you can return new product, in sellable condition, with original box and packaging. There is a fifteen (15) calendar day time limit on all refunds and exchanges. With a gift receipt Green Earth will gladly offer an exchange or store credit.

    Refunds will be provided in the same tender that the purchase was paid in, including the same credit card number.

    With the original receipt, Green Earth may, at our discretion offer an exchange for the same item, for Green Earth merchandise of greater or lesser value of the original retail purchase amount or issue store credit equal to the value of the original retail purchase amount. All one time exchanges will be processed as nonreturnable.

    If an item is purchased and then discounted within 15 days of the original purchase, the difference may be refunded within that 15 day time limit with the original receipt only. The purchase will then be processed as a Final Sale. Any duplicate receipts or receipt copies require investigation before a refund or exchange will be offered.

    (With original receipt, items defective after opening will ONLY be exchanged for the identical item within 15 calendar days from the original date of purchase).

    Green Earth reserves the right to refuse the return of any merchandise at any time and for any reason.

    Green Earth cannot be responsible for products not purchased at our stores.

    Never leave products unattended. Please act responsible with any candles, Fire Pots, and other flammable, or fire related products. Green Earth assumes no responsibility for injury, damage, or loss arising from the misuse of any product.

    Green Earth reserves the right to offer repair to defective products prior to an exchange or refund.

    Green Earth reserves the right to request valid identification prior to accepting merchandise for a return.

    Customers will be required to fill out a Return Voucher to verify the return was completed.

    A Green Earth representative may contact you to confirm your customer service expectations were met.


    The following items are Non-Returnable:

    • Custom or Special Order Items
    • For hygienic reasons, we are unable return or exchange certain products; this includes but is not limited to:
      • Body Jewellery, Earrings and Hair Clips
      • Personal Massaging Products
      • Oral Musical Instruments
    • Opened Music or Food Products
    • All re-usable bags
    • Damaged Items
    • Discontinued
    • Promotional Items
    • All Products Containing Software
    • Webkinz
    • Shipping & Handling charges
    • Christmas/Seasonal Items
  • What is Green Earth's Privacy Policy?
    Our Privacy Policy can be found here.
  • Placing an Order

    • Does Green Earth have Gift Cards?

      Yes we do!

      Gift Cards are available for purchase online (here) and in-store.

      A Green Earth gift card is a wonderful solution for corporate incentives, employee rewards, sales incentives as well as personal celebrations such as birthdays, weddings, anniversaries, or to simply say thank you.

      When you can't decide what to give, let them choose from an array of unique items with a Green Earth gift card. Simply add a gift card to your order -- it's the ideal gift for every occasion, season and reason, or the perfect 'just because'.

      An electronic gift card is good towards any purchase at www.greenearthstores.com.

      All other (plastic) gift cards are good towards any in store purchases at all Green Earth store locations.

      Terms & Conditions

      In store cards have no value until activated at the register. Present a gift card at time of purchase and the available balance will be applied towards your purchase.

      A gift card has no cash value and cannot be refunded or exchanged. Green Earth is not responsible for lost, stolen, damaged or destroyed cards or for funds used without your knowledge or consent. A gift card is the property of Green Earth and is subject to the conditions of the Green Earth gift card program. Green Earth reserves the right to discontinue or change this program at any time. Use of a gift card signifies acceptance of these terms and conditions. Take a gift card to any Green Earth location to check its balance.

    • What does "In Select Stores Only" mean?

      PRODUCT AVAILABILITY:

      Available Online

      • The item is in stock at our Online Distribution Centre, so the item may be purchased online.
      • Please note: Though the item may show available online, due to the queue process (first-come first-serve), items may sell out at some point between submitting your order and picking your order. If this happens, you will be notified prior to any credit card charges made to your credit card.

      In Select Stores Only

      • The item is not in stock at our Online Distribution Centre, so the item can not be purchased online, and may only be purchased in the select stores listed.
      • Please note: To ensure a successful store visit, we recommend you call the select store in advance to verify availability. Visit the Store Locator for contact information by clicking here.
    • What is Green Earth's online Return Policy?
      Our Online Return Policy can be found below and attached to your order confirmation email at time of purchase as well as part of your online order invoice (sent when your order ships).

      Online Order Returns

      Returns must be initiated within fifteen (15) days of receiving your order. Items must be returned in new, sellable condition, with original box and packaging, and will not be accepted at any Green Earth store location

      Shipping costs are non-refundable. Refunds will be applied to the same form of payment used to place your order, 2 to 3 business days after we receive your return.

      To Return An Online Order

      1. Email online@greenearthstores.com for return authorization.
        Include the following information in your email: Customer Name, Order Number (located in the top, right-hand corner), and Invoice Date.
      2. Once authorized: Re-package your item(s) such that potential for damages are eliminated. There are no refunds for returns which arrive damaged.
      3. Clearly label the box:
        Attn: Online Returns
        Re: [Your Order #]
        Green Earth
        75 Midpark Crescent
        London, Ontario
        N6N 1A9
        
      4. Have any courier of your choice deliver the package. Canada Post is typically the preferred choice.
      5. Once the package is received and inspected for damages, a credit for the value of the item(s) + Applicable Taxes will immediately be put back onto your credit card.

      Green Earth will notify you of your refund via e-mail after the returned item has been received and processed.

      Green Earth reserves the right to refuse returns on items received from the customer in non-sellable condition and damaged during return shipment.


      The following items are Non-Returnable:

      • Custom or Special Order Items
      • For hygienic reasons, we are unable return or exchange certain products; this includes but is not limited to:
        • Body Jewellery, Earrings and Hair Clips
        • Personal Massaging Products
        • Oral Musical Instruments
      • Opened Music or Food Products
      • All re-usable bags
      • Damaged Items
      • Discontinued
      • Promotional Items
      • All Products Containing Software
      • Webkinz
      • Shipping & Handling charges
      • Christmas/Seasonal Items
    • Shipping

      • Flat Rate Shipping / What are your shipping rates?

        Flat Rate Shipping

        Shipping cost stays the same no matter what you buy.

        Domestic (within Canada)

        • Canpar: $9.95
        • Fedex Ground: $18.95
        • Canada Post regular parcel: $21.95

        Unites States / International:
        We do not currently offer flat rate shipping to customers outside of Canada.

      • Are there any additional charges or duty?

        Any duties, or taxes levied against packages arriving from outside the United States are determined by U.S. Customs and Immigration and are the responsibility of the recipient. Green Earth has no control over, and is not responsible for any delays in transit time due to customs processing.
        Additional charges for customs clearance must be borne by the recipient; Green Earth has no control over these charges and cannot predict what they may be.


        I agree that any charges directed to Green Earth from the carrier due to address changes, redirects, or corrections regarding my shipment will be automatically charged to my credit card in addition to an $8.00 administrative fee.

        If for any reason the courier cannot deliver a parcel and returns it to the shipper, a charge equal to the out bound delivery rate will also be applicable.

      • When will my order ship?

        Orders leave our warehouse within 2 days when you place your order before 12:00pm (Monday to Friday). You will be notified of any delays. Holidays excluded.

        Order placed by... Order leaves on...
        12:00pm on MondayWednesday
        12:00pm on TuesdayThursday
        12:00pm on WednesdayFriday
        12:00pm on ThursdayMonday
        12:00pm on FridayTuesday
        12:00pm on SaturdayWednesday
        12:00pm on SundayWednesday

      • Do you ship worldwide?
        Yes!
      • Canada Post Terms & Conditions

        Canada Post Shipping

        Canadian Customers:

        Please visit www.canadapost.ca for full list of Canada Post delivery times, terms & conditions.

        Regular Parcel

        Regular Parcel shipping does not guarantee a delivery time. Green Earth assumes no responsibility if the package does not reach the destination. You will receive a tracking number and delivery confirmation; a signature will be required to receive your package.

        Xpresspost

        Xpresspost shipping time is 1-2 days. You will receive a tracking number and delivery confirmation; a signature will be required to receive your package.

        Priority

        Priority shipping has next day on time delivery guarantee from time of shipment. You will receive a tracking number and delivery confirmation; a signature will be required to receive your package.

        You may choose to have your order sent without the requirement of a signature; in that case, Green Earth cannot be held liable for lost, damaged, or stolen shipments.

        In the event delivery cannot be completed, a notice card will be left for you to pick up your package at the designated postal outlet. After 15 days the package will be returned, but can be re-shipped at your expense. In the event you opt out of re-shipment, we can refund to you the amount of your order minus the original shipping charges. Please note Canada Post delivery times for residential deliveries are 8am-8pm, Monday to Friday.

        Customers from the United States:

        Please visit www.canadapost.ca and www.usps.com for full list of terms & conditions.

        Xpresspost

        Xpresspost shipping has 2-3 day's delivery time that comes with an on time delivery guarantee from time of shipment. You will receive a tracking number and delivery confirmation; a signature will be required to receive your package.

        Expedited

        Expedited shipping is the economical ground service. This does not come with on time delivery guarantee from time of shipment. You will receive a tracking number and delivery confirmation; a signature will be required to receive your package.

        You may choose to have your order sent without the requirement of a signature; in that case, Green Earth cannot be held liable for lost, damaged, or stolen shipments.

        Packages will be shipped via USPS in the United States. The United States Parcel Service will leave a notice card if you are not home directing where you can pick up your package.

      • CanPar Terms & Conditions

        Visit www.canpar.ca for full list of Canpar terms & conditions.

        Canpar shipping is not available to PO Boxes or RR addresses.

        Canadian customers:

        Shipping is done via Canpar Ground. You will receive a tracking number, and a signature will be required to receive your package. In the event a signature cannot be obtained or no one is present at the shipping address at the time of delivery (after 2 attempts); the package will be returned, but can be re-shipped at your expense. In the event you opt out of re-shipment, we can refund to you the amount of your order minus the original shipping charges if you prefer. Please note Canpar delivery times fall within the hours of 9am to 5pm, Monday to Friday.

        You may choose to have your order sent without the requirement of a signature; in that case, Green Earth cannot be held liable for lost, damaged, or stolen shipments.

        Customers from the United States:

        Visit www.ups.com for full delivery times, terms and conditions.

        The standard shipping option is through Canpar (in Canada) via UPS, where a signature may not be necessary for delivery of your order. Green Earth will not be held liable for any lost, stolen, or damaged packages in the event a package is left on a doorstep, porch, or any similar areas.

      • FedEx Terms & Conditions

        Visit FedEx.ca to find full delivery times, terms and conditions.

        Note: FedEx Ground shipping is not available to PO Boxes.

        You may choose to have your order sent without the requirement of a signature; in that case, Green Earth cannot be held liable for lost, damaged, or stolen shipments.

    • Checkout

      • What does "No Signature Required" mean?
        By default, we include a signature requirement where possible for each shipment. Please check each carrier's own terms & conditions to verify what a "No Signature" option, or excluding the signature requirement will include.
      • What is a CVV number?

        CVV is an anti-fraud security feature to help verify that you are in possession of your credit card.

        Visa/Mastercard

        The three-digit CVV number is printed on the signature panel on the back of the card immediately after the card's account number.

        American Express

        For American Express, the four-digit CVV number is printed on the front of the card above the card account number.

  • After I Order...

    • How do I track my order?
      Visit our Order Management page. Enter your order ID (found on your confirmation email) and email address to find your order and view all its information.
    • How do I add to my order?
      There is currently no way to add to an existing order once placed. Simply place another order and we will combine what we can to save on shipping where possible.
    • How do I remove an item from my order?
      Visit our Order Management page to view and remove items from your order when necessary. Enter your order ID (found on your confirmation email) and email address to find your order, then adjust as needed.
    • How do I cancel my order?
      As long as your order has not shipped yet, you are free to cancel it anytime. Visit our Order Management page to view and cancel from your order. Enter your order ID (found on your confirmation email here) and email address to find your order, then adjust as needed.
  • Damages

    • How do I report a damaged item?
      Any damages to the outer packaging must be noted when signing for delivery if a signature is required. In the event of any damages; the damaged product, product box, original packing carton (where applicable) as well as all packaging material must be kept for carrier pickup and/or inspection until the claim is resolved. Clear digital photos (of the packaging and product) must be sent to online@greenearthstores.com to initiate a claim within 5 days of the delivery date of your package.
  • Returns

    • How do I return an item I ordered online?
      Our Online Return Policy can be found below and attached to your order confirmation email at time of purchase as well as part of your online order invoice (sent when your order ships).

      Online Order Returns

      Returns must be initiated within fifteen (15) days of receiving your order. Items must be returned in new, sellable condition, with original box and packaging, and will not be accepted at any Green Earth store location

      Shipping costs are non-refundable. Refunds will be applied to the same form of payment used to place your order, 2 to 3 business days after we receive your return.

      To Return An Online Order

      1. Email online@greenearthstores.com for return authorization.
        Include the following information in your email: Customer Name, Order Number (located in the top, right-hand corner), and Invoice Date.
      2. Once authorized: Re-package your item(s) such that potential for damages are eliminated. There are no refunds for returns which arrive damaged.
      3. Clearly label the box:
        Attn: Online Returns
        Re: [Your Order #]
        Green Earth
        75 Midpark Crescent
        London, Ontario
        N6N 1A9
        
      4. Have any courier of your choice deliver the package. Canada Post is typically the preferred choice.
      5. Once the package is received and inspected for damages, a credit for the value of the item(s) + Applicable Taxes will immediately be put back onto your credit card.

      Green Earth will notify you of your refund via e-mail after the returned item has been received and processed.

      Green Earth reserves the right to refuse returns on items received from the customer in non-sellable condition and damaged during return shipment.





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