Shipping & Refunds
Domestic Shipping (Canada)
Order Processing:
Orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email.
You will receive another notification when your order has shipped.
Shipping Rates and Estimates:
Shipping charges for your order will be calculated and displayed at checkout.
Standard Shipping: 3-5 business days
Expedited Shipping: 1-3 business days
Shipping Methods:
We offer various shipping options through major carriers such as UPS, FedEx, and Canada Post.
Free standard shipping on orders over $100.
Tracking Policy:
Once your order has shipped, you will receive a shipping confirmation email with a tracking number.
You can track your package using the tracking number provided through the carrier’s website.
If you do not receive a tracking number, please contact us at info@akso.ca.
Delivery Issues:
If your package is lost or damaged during transit, please contact us immediately at info@akso.ca with your order number and details about the issue. We will address it promptly.
International Shipping (U.S)
Order Processing:
Orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email.
You will receive another notification when your order has shipped.
Shipping Rates and Estimates:
Shipping charges for your order will be calculated and displayed at checkout.
Standard International Shipping: 7-14 business days
Expedited International Shipping: 3-7 business days
Shipping Methods:
We offer various shipping options through major international carriers such as DHL, FedEx, and UPS.
Please note that international shipping rates vary based on the destination country and weight of the package.
Customs, Duties, and Taxes:
AKSO Marine Biotech Inc. is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
If customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Delivery Issues:
If your package is lost or damaged during transit, please contact us immediately at info@akso.ca with your order number and details about the issue. We will address it promptly.
Return, Exchange, and Refund Policy
Returns:
Eligibility for Returns:
Our policy lasts 45 days. If 45 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Proof of Purchase:
To complete your return, we require a receipt or proof of purchase.
Non-Returnable Items:
Gift cards
Sales items
Return Process:
To initiate a return, please contact us at info@akso.ca with your order number and reason for return.
If your return is approved, we will provide you with a return shipping label and instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
Refunds:
Eligibility for Refunds:
Time Frame: To be eligible for a refund, you must request the refund within 30 days of the purchase date.
Items must be returned in their original condition, unopened, and unused. Items that have been opened or used may not qualify for a refund.
Original Packaging: Items must be returned with all original packaging, including any accessories, flyers, or other materials that were included with the product.
Proof of Purchase:
To initiate a refund, you must provide proof of purchase. Acceptable forms of proof include:
Original receipt or order confirmation email.
Bank statement showing the purchase.
Online purchase order number.
Non-Refundable Items:
Gift cards
Sale or clearance items
Used items
Damaged items due to buyer’s fault
Refund Process:
Request a Refund: Contact our customer service team at info@akso.ca to request a refund. Provide your proof of purchase and reason for the return.
Return Authorization: Our customer service team will provide you with a Return Authorization Number (RAN). This number must be included with your returned items.
Shipping: Return the item(s) to the address provided by our customer service team. You are responsible for the cost of return shipping unless the item was received damaged or defective.
Inspection and Approval: Once we receive your returned item(s), our team will inspect them to ensure they meet the eligibility criteria. We will notify you of the approval or rejection of your refund within 5 business days.
Refund Issuance: If approved, your refund will be processed, and a credit will be applied to your original method of payment within 5 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.