Shipping, returns & claims

All sales are final. Because many of our goods are handmade, personal-care, and consumable items, we do not accept returns or exchanges and we do not offer refunds on purchases made through this website.

Packages marked "Return To Sender" will not be refunded. Parcels marked "Delivered" do not qualify for a refund or replacement. Parcels marked "Abandoned" do not qualify for a refund or replacement, and a claim cannot be filed on an abandoned parcel.

Orders are packed and shipped in the order they are received. Shipping cost is calculated and shown at checkout. All UPS packages carry insurance via the courier.

The courier assumes responsibility for your package once they pick it up from us. Wóngā Āyítí is not responsible for lost or stolen packages, or for packages that arrive damaged — a claim must be filed with the courier directly.

If you would like your package insured above the courier's standard coverage, email wonga.ayiti@gmail.com with your order number as soon as you receive your confirmation email. This is an additional service with an additional courier charge, which will be discussed by email before finalizing.

Wóngā Āyítí is not responsible for packages sent to wrong, incomplete or insufficient addresses, phone numbers or email addresses provided at checkout. Please double-check your details.

All international orders may be subject to import fees, duties and local taxes, which are the responsibility of the customer. Wóngā Āyítí does not collect or remit import fees, duties, VAT or local taxes on your behalf, and has no control over international carriers, customs policies, or arrival time frames.

Colognes and perfumes may not be shipped internationally due to flight restrictions.

No refunds are given if a package is refused at customs or if delivery attempts fail. International orders are considered abandoned if delivery is unsuccessful, are not eligible for "Return To Sender," and may be discarded by customs or the courier.

Brokerage fees generally apply to regular ground shipments and cover processing paperwork and paying taxes and duties to the Canada Border Services Agency (CBSA). Fees are calculated on the value of the product and can be as much as $100 USD.

UPS customers may choose to self-clear. Call 1-800-PICK-UPS and UPS will provide the email address or fax number. To self-clear:

1. 01Refuse delivery and advise the courier that you will pay duties and/or taxes directly to CBSA.
2. 02Write down the shipment identification / tracking number. The shipment is returned to the courier's warehouse for a limited time.
3. 03Visit a local CBSA office that offers accounting services to the public.
4. 04Bring the shipment identification / tracking number, the commercial invoice (receipt), and personal identification.
5. 05You will receive an official receipt showing the duties and/or taxes paid to CBSA.
6. 06Present a copy of that receipt to the courier, in person or by fax, and arrange receipt or delivery of your shipment.

If that seems like a lot of work, you may simply opt to pay the brokerage fee — but you should know you have a choice.

All UPS packages carry insurance up to $100 USD (limit applies to both domestic and international shipments, plus shipping, not handling). If a package is missing, lost, stolen, or arrives damaged, a claim must be filed with UPS.

1. 01Visit www.ups.com and create a free account.
2. 02Enter the tracking number and click search, then click the File A Claim button.
3. 03On the File A Claim tab, select "Single Claim," then "I am the recipient of the package," then either "package is lost" or "package is damaged," and click Next.

The investigation takes up to 8 business days. UPS will mail a letter with their findings. If the package is found, it will be routed to you. If it is lost, the letter will ask for proof of purchase to be uploaded to the claims dashboard for review. If approved, UPS mails a check for up to $100 for the lost or damaged items.

If you do not hear from UPS within 8 business days, contact UPS directly at 1 (800) 742-5877, or email wonga.ayiti@gmail.com with your order and tracking number for assistance.

A claim cannot be filed on packages marked as abandoned.