Refund & Exchange Policy

Refund & Exchange Policy

At StemnRootz, all sales are final.
We do not accept returns, exchanges, or refunds under any circumstances due to the nature of herbal products and for safety and hygiene reasons.

Damaged Packages:

If your order arrives damaged, please note that Canada Post is responsible for all lost or damaged parcels.
Customers must file a claim directly with Canada Post:

Within Canada: 1-416-979-3033

Outside of Canada: 1-866-607-6301
You will need your tracking number and package details to start the investigation.

Wrong Item Received:

If you received the wrong item, please email us at stemnrootz@icloud.com within 3 business days of receiving your order.
Please include:

Your invoice number

A clear photo of the item you received

A brief description of the issue
We will review your request and ship the correct item to you if an error occurred.

Lost Packages:

If your package says "delivered" but you cannot locate it:

First, check your community mailbox, front desk, neighbors, or delivery notes.

Contact Canada Post to file a missing package claim.
Once your claim is filed, email us your case number, invoice number, and full name so we can assist if needed.

Incorrect Shipping Addresses:

Please double-check your shipping address before completing your order.

We are not responsible for packages returned due to incorrect or incomplete addresses provided at checkout.

If your order is returned to us, you will be responsible for paying a new shipping fee to have the package resent.

We cannot reship any returned packages until the new shipping fee is paid.

Important:

We are not responsible for postal service delays or failed deliveries once a package has left our facility.

Thank you for understanding and supporting our herbal business!