FAQ - Apothetique
Effective Date: November 1, 2023
Welcome to Heilios! We've put together some answers to your frequently asked questions to make your shopping experience more convenient and enjoyable.
ORDERING
1. How do I place my order?
Placing an order with Heilios is easy. Simply browse our website, select the products you'd like to purchase, add them to your cart, and proceed to checkout. Follow the prompts to provide your shipping and payment information, and you're all set!
2. What payment methods do you accept?
We accept various payment methods, including major credit cards and digital payment options. You can view the accepted payment methods during the checkout process.
3. Am I paying in US or Canadian dollars?
Transactions are processed in Canadian dollars.
4. Can I send a personalized note with the order?
To leave a personalized note with your order, please select, “include a complimentary gift message” upon checkout and enter your gift message in the corresponding field.
5. How do I change or cancel my order?
Once an order is placed, it is on its way! Regrettably, we cannot accommodate changes to orders once they're confirmed. If you wish to return or exchange any items in your order, please get in touch with our Customer Support team, and they'll be glad to assist you. You can contact them through our [Contact Us] page.
6. How can I stay updated on Heilios promotions and new products?
To be in the loop on our freshest deals, newest additions, and exclusive offers, subscribe to our newsletter family. Simply drop your email in the subscription box on our website's front page, and you'll be the first to know about all the good stuff headed your way.
SHIPPING
1. Where do you ship?
Currently we ship to the US and Canada by USPS or Canada Post through our online store. We are able to ship anywhere in the world. International shipping will be at your own expense; please see below for more information.
2. What are the shipping costs & estimated shipping times?
We offer free Expedited Parcels to the US on orders over $100 CAD and that to Canada on orders over $75 CAD.
3. Do you ship to P.O. Boxes?
Yes, please allow approximately 12 to 14 days for delivery via Canada Post, as delivering to P.O. boxes generally require longer delivery times.
4. How do I track my order?
After placing an order, you will receive a confirmation email. When your order is shipped, you'll receive a shipping confirmation email with tracking information, allowing you to track your package's delivery status. Please allow 24-48 hours from the time the tracking number is issued for updates to be reflected.
RETURNS & EXCHANGES
1. What is your return & exchange policy?
Due to the botanical nature of our products, all sales are final. We encourage you to explore our product descriptions attentively and don't hesitate to reach out if you've got questions before you place an order. Our aim is your delight, after all.
If, by any chance, an item arrives damaged,goes missing during its journey to you, or is defective due to something on our end, we’ve got your back. Kindly email shop@heiliostcm.com within 7 days of delivery with details of the issue (including your order number) along with a photograph if the product is damaged. Once processed, we will be happy to replace the item or offer a store credit. Your satisfaction is our priority.
PRODUCTS
1. Do you test your products on animals?
We want to make it absolutely clear: We've never, and we will never, subject any of our Heilios products to animal testing.
2. Are your products vegan?
All of our products are considered vegan. As a friendly reminder, you can always find the complete list of ingredients on the product's information page, and they are consistently printed right there on the label. We believe in full transparency and never sneak in any undisclosed ingredients!
3. Do your products contain fragrance?
Every ingredient we use is not only 100% natural but also of the highest therapeutic quality, and have undergone rigorous GC/MS testing. Whenever we can, we opt for certified organic oils. You won't find any artificial fragrances in our products because we firmly believe in the healing virtues that botanical extracts offer.
SAFETY RECOMMENDATIONS
1. Are Heilios products safe to use on children and babies?
We advocate for thoughtful and well-informed use of essential oils, especially when it comes to the younger members of our community. We deeply respect the role of parents and acknowledge that they bear the ultimate responsibility and decision-making for product use.
Typically, our natural health products are formulated with adults in mind. Unless a specific product is explicitly designed for infants and children, we generally advise against using them for young ones. Our primary recommendation is to consult with your trusted healthcare practitioner before introducing any essential oil-based products to your infants and children.
If you're considering incorporating essential oils into your children's routine, knowledge is key. We encourage a mindful approach that involves using fewer products across the board when it comes to babies and children. Remember to read the product label for essential safety information and store the products securely, out of reach of children.
We also advocate for the 'less-is-more' philosophy and recommend minimizing product use around children. Your children's well-being and safety are our utmost concern.
2. Should I be concerned about using your products during pregnancy?
If you ever find yourself with concerns about using our remedies during pregnancy, we strongly recommend reaching out to your trusted healthcare provider. We understand that the journey of pregnancy is a precious time for both you and your baby, and we prioritize safety above all else.
In line with our commitment to safety and compliance with Health Canada's usage restrictions, we do not recommend using our products during pregnancy. It's important to note that, to the best of our knowledge, there are no known records of complications involving mothers or babies related to essential oils in our remedies. However, we believe in taking every precaution to ensure your safety and peace of mind.
3. Can I use your products on my pets?
It's our top recommendation to have a direct conversation with your trusted veterinarian or animal practitioner before introducing any essential oil-based products for use near or on your pet.
At Heilios, we prioritize a cautious approach. Understanding the potential risks associated with applying essential oils to your pet's fur or skin, we strongly advise seeking guidance from your veterinarian or trusted animal practitioner before using or exposing your pet to any of our products. Your pet's well-being is paramount to us.