Shipping policy

Shipping policy

Order Processing

  • Orders cannot be canceled or modified once submitted.

  • Orders placed by 10:00am local time Monday–Friday are processed the same day. Orders placed after this time, on weekends, or on major holidays are processed the next business day.

Shipping Information

  • All orders ship from Canada.

  • We partner with Canada Post

Delivery Responsibility & Liability Limit

  • Auburn Esthetics Inc. is responsible for your order until it is accepted by the carrier.

Damaged or Missing Items

  • Claims for damaged or missing items must be reported within 30 days of delivery/expected delivery by emailing canada@blackcoralwax.com.

  • Please include photos and order details when reporting damages to help us process your claim quickly.

Lost or Stolen Packages

  • If your tracking shows “Delivered” but you cannot locate your package, notify us immediately at canada@blackcoralwax.com

  • We will assist you in filing a claim with the carrier.

  • Once a package is marked as delivered by the carrier, the customer assumes responsibility for its safety.

  • At our discretion, we may offer reshipment or store credit, but refunds are not guaranteed in these cases.

Lost Package Policy

Initial Response
 If you suspect your package is lost, please contact us immediately at canada@blackcoralwax.com. We will respond within 48 business hours and begin our investigation.

Investigation Process

  • Tracking Verification (within 24 hours): We will confirm the latest tracking updates and contact the shipping carrier.

  • Carrier Investigation (up to 14 business days): Carriers typically investigate and scan their network before confirming a package as lost.

  • Resolution (within next 7 business days): If the carrier confirms the package is lost, or if the package cannot be located within the investigation period, we will process a replacement shipment or refund.

Customer Requirements
To expedite your claim, please provide:

  • Order number

  • Tracking number (if available)

  • Confirmation of your delivery address

  • Any carrier communication you have received

Our Commitment
We understand how frustrating a lost package can be. We commit to working with you and the carrier to resolve the issue as quickly as possible. Updates will be provided by email throughout the process.

Important Note
Packages may occasionally be delayed, rerouted, or mis-scanned and then delivered later. For this reason, we ask that you allow the full carrier investigation period before a package is considered permanently lost.

Customer Responsibility

  • Customers are responsible for providing accurate shipping details (name, address, phone number, email).

  • Orders with incorrect or incomplete information are not eligible for free reshipment or refund.