|Frequently Asked Questions|
How old do I have to be to order from eVitality.ca?
To order at eVitality.ca, you must be of the age of maturity as defined by your province or state. If you're not an adult, please have a parent or guardian make your purchase for you.
How do I know that my order has been received?
As soon as you make your order, you'll receive an order confirmation email from us to let you know that we received your order. You'll receive another email when your order is being processed, which means that it is being picked and packed with care by our shipping team. Finally, you'll receive one more email to let you know when we've shipped your order! If you have a question about the status of your order, please reply to your order update email (you can also email us at email@example.com). Providing us with your order number (which you can find in your order confirmation emails) will allow our customer care team to help you more quickly.
I didn't receive an order confirmation, what should I do?
Didn't receive an email confirmation for your order? This is probably because your email provider is putting our emails in your "Spam" or "Junk Mail" folder. If not, we may be experiencing a high number of orders. If after 3 - 4 business days you still have not received a confirmation, please contact our customer service team via Facebook anytime or call us Monday-Friday, 8am-4pm (Eastern). Our team can verify the email address and ensure you receive a confirmation email.
When will I be charged for my order?
You will be charged as soon as you make an order.
How do I check the status of my order?
As the status of your order changes, you'll receive notification emails. These emails will indicate when we receive your order, when your order is being processed, and when we ship your order from our shipping centre. We welcome you to reply to any of your order update emails (or you can reach us at firstname.lastname@example.org) if you have any questions about your order. Please have your order number (which you can find in your order confirmation emails) ready to help us find your records quickly!
Can I make changes to an order that has already been placed?
We are unable to add items to an order, after it has been placed. We can, in some cases, edit the shipping address information or remove an item(s) associated with an order- however this type of request is time-sensitive.
Once an order has entered the processing stage, we are not able to guarantee that amendments to an order will be possible. Please call 1.855.830.4961 or email our Customer Service team at email@example.com as soon as possible, if changes are desired, and we'll be happy to help/advise, as best as possible.
How do I check my order history?
You can check your order history anytime by logging into your eVitality.ca account. Select 'Your Account' to view your previous orders.
Can I still shop during COVID-19?
We recognize that with the constantly changing COVID-19 situation around the world, this is an unprecedented time for everyone. Our thoughts go out to each and every one of you. Please stay safe and healthy.
We have been closely monitoring how the COVID-19 outbreak has been evolving and our priority is the health, well-being and safety of our customers, employees and communities. Our actions and decisions follow the recommendations from the Public Health Agency of Canada and local authorities.
At this point, we do not anticipate any product supply problems, but if so, please be understanding. If you would like to shop online please do so.
- Our storefront is limited to two customers are a time. We invite you to shop online if possible.
- We remind all employees about the hygiene practices they should adopt to prevent the spread of the virus, specifically frequent handwashing.
- As a preventative measure, we are asking that all employees who are returning from abroad or who are experiencing flu-like symptoms to stay at home for 14 days.
How can I use a coupon?
Add the products that you'd like to purchase to your shopping cart - keep in mind, your discount will not be subtracted from the price yet. Proceed to checkout, and as soon as you get to the page on which you give your information you'll notice the "Gift Card or Discount Code" field. Enter the code in the box provided and the amount will be discounted from your order! Coupons are one use per purchase and cannot be used in combination with other rewards points or discount codes., Unless stated otherwise, coupons are one use per customer.
Why isn't my coupon working?
There are a few different reasons why a coupon may not be working. First things is to ensure that you're entering your coupon into the "Gift Card or Discount Code" box at checkout exactly as the code is written. Lastly, please double check the email or card through which you were provided the code to double check the expiry date. If you're still experiencing some difficulties using your coupon code, please send an email to our Customer Service team at firstname.lastname@example.org, message us on Facebook or give us a call toll-free at 1.855.830.4961 and we'll be happy to take a closer look on your behalf.
Please note, some products are not eligible for coupons use. eVitality.ca reserves the right to disable codes at any time. Disabled codes will not be re-issued.
How much does shipping cost?
Flat rate shipping comes at a cost of $11.99, which includes handling, and is available to customers in Canada. We are no longer shipping to the U.S. With flat rate shipping, your parcel will arrive approximately within 7-10 business days in Ontario and 10-14 business days in the rest of Canada. Please note additional delays may occur due to the current postal service delays in Canada. Shipments are sent via UPS and Canada Post.
For our U.S. customers, you can purchase Kalaya items on Amazon
Free shipping is available to anyone and everyone whose cart totals $50 and over (before taxes & after any coupon codes that have been applied). All of the information under 'Flat Rate Shipping' applies for free shipping, only it's absolutely free!
Customers are able to pick up their goods at our head office in Cambridge for free. When placing your order online, leave a note in the available section of the checkout process and we'll have it ready for you within 5 business days. Our new location is located at Unit 5, 650 Jamieson Parkway, Cambridge, ON N3C 0A5.
When will I receive my order?
Orders are typically processed within 4-5 days. With flat rate shipping, your parcel will arrive approximately within 7-10 business days in Ontario, 10-14 business days in Canada, and 7 - 14 business days in the United States. Shipments are sent via UPS. Shipments are sent via UPS.
To ensure your order arrives before Christmas, please place your order by December 11th 2020. We cannot guarantee that orders placed after this date will arrive before December 25th 2020. During our Holiday Closure (Dec 19th 2020 - Jan 4th 2021) there will be a delay with processing and shipping your orders. Your order will be processed within 10 business days and then should then arrive within another 7-10 days in Ontario and 10-14 days in the rest of Canada.
Our storefront will be closed from 12pm on December 24th and all day on December 25th and 28th. Please note that there will be a slight delay with processing pickup orders between December 18th and January 4th. We will also be closed from 12pm on December 31st and all day on January 1st.
How do I track my order?
As soon as your order has shipped, we'll notify you by email providing you with the tracking information for your package! Use this number to track your shipment online or reply to any of your order update emails. Our Customer Service team will be happy to help you track your order!
What is your return policy?
eVitality.ca stands behind a satisfaction guarantee & 30 day money back guarantee should you be unhappy with a purchase. Message us through our Contact Page, or email email@example.com and let us know which products you would like to return, and why. An eVitality Team Member will get in touch to confirm the return, and then a refund will be issued on the products returned. Simply dial into our helpful Customer Service Desk at 1.855.830.4961, and an eVitality Team Member will be happy to assist you directly and facilitate the return.
We will do our best to accommodate you; however, there are just a couple of conditions that must be met for the return and subsequent refund to be issued:
- Products must be purchased from the eVitality website. If you purchased a product that we offer from another retail outlet you must return the product to where you purchased it from.
- Products must be returned within 30 days of purchase.
- Products must not be over used and the packaging must not be damaged in any way.
- Avaria Health & Beauty Corp. is not responsible for damages incurred during shipping.
- A copy of the purchase receipt and reason for return must be included with your returned product(s).
- Original shipping & handling charges are non-refundable, and cannot be returned.
- eVitality.ca will not pay for return shipping charges.
- Returns sent by courier will not be accepted. Parcels must be sent by mail.
- Please allow up to 30 days for your return to be processed from the day you return your package. We will notify you by phone or email once we have processed your return.
- Returned items are normally credited in the original form of payment.
- Refunds are processed when the products have been received by the eVitality warehouse.
Opened or used products, or any items marked as non-refundable on the product page are not within our return guidelines.
We also cannot accept any returns from products in the following categories:
- Items which have been removed from their original packaging, assembled or modified
- Any items marked as non-returnable on the product page
How do I return an item?
Message us through our Contact Page, or firstname.lastname@example.org and let us know which products you would like to return, and why. An eVitality Team Member will get in touch to confirm the return, and then a refund will be issued on the products returned. Simply dial into our helpful Customer Service Desk at 1.855.830.4961, and an eVitality Team Member will be happy to assist you directly and facilitate the return.
Please send returned items to: Avaria Health & Beauty Corp. Unit 5, 650 Jamieson Parkway, Cambridge, ON N3C 0A5 Canada.
How do I create an account?
You can create an account with eVitality.ca here. Once you've created an account with us, you can gain loyalty points, save time at checkout and receive exclusive discounts via our promotional emails!
How can I change the email on my account?
To make any changes to the email address associated with your eVitality.ca account, it is necessary to contact our Customer Service Team directly. They can be reached by phone, toll free at 1.855.830.4961 Monday-Friday from 8am-4pm (Eastern), by email to: email@example.com or by Facebook. Our Customer Care team does their very best to respond to all email inquiries within 2 business days.
I forgot my password, how can I log in to my account?
Select 'forgot my password' on our account log in page and enter the email you would like to send the link to reset your password to. Follow the link to reset your password and complete the two new password fields. Please note that this has to be the same email address as your eVitality.ca member account.
How do your loyalty points work?
Log in to your store account and shop! Customers with an account automatically get points applied. Get 5 points for every $1 you spend (excluding any shipping fees & taxes). You can check your store balance by logging into your account and going to the 'Use Points Page'.
You can use your points to redeem rewards as discount codes. You can apply the discount code on the payment page during checkout. One discount code can be used per order.
What are your Membership Account Terms & Conditions?
If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. If you are under 18, you may use our website only with involvement of a parent or guardian. eVitality.ca and its associates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.
How do I sign up for the Newsletter?
You can sign up for eVitality.ca monthly Newsletter by creating an account with eVitality.ca. Register for an account here.
How do I unsubscribe from the Newsletter?
You can unsubscribe from our Newsletter by selecting 'Unsubscribe' at the bottom of any email sent by eVitality.ca.
Will I receive junk email after I order from you?
No, we have a strict policy against sending unsolicited emails. If you'd like to receive our monthly newsletter, you can sign up on our homepage. If you'd like to unsubscribe from our newsletter please select 'Unsubscribe' at the bottom of any promotional email sent by eVitality.ca. If you aren't signed up for our newsletter then you'll only receive notification emails from eVitality.ca when you place an order. Those emails are just to keep you up to date on the status of your order.
What is your policy on electronic communications?
When you visit eVitality.ca or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.