FAQ

A NOTE REGARDING COVID-19 

Allume continues to ship orders worldwide. Please note:

-Processing orders may take longer than the ordinary 1-3 business days, as we only have one person managing shipments. A maximum of 5 business days is to be expected in some cases.

-Delivery delays may also occur once your order is dispatched, which are beyond Allume's control. But sit tight - your order will find its way to you! We kindly ask for your continued patience. If your package doesn't arrive after 30 business days, please contact us at info@shop-allume.com.

-We highly recommend that US customers opt for tracked shipping at checkout. This option allows you to pinpoint the location of your package, and also includes insurance in the event that it goes missing in transit. Please note that as explicitly outlined in our FAQ and "Shipping Policy" at checkout, untracked shipping is NOT insured, and we cannot provide refunds if the package is significantly delayed or lost in transit.

What payment methods do you accept?

Visa, PayPal and Interac e-Transfer. If you have a preferred payment method that isn't listed, please contact us at info@shop-allume.com; we accept other major credit cards manually, including Mastercard and American Express. 

How does Interac e-Transfer work?

This option is available to Canadian residents only. When you reach checkout, select "Interac e-Transfer". You will then be provided an email address to which the order total can be sent, along with a secret question and answer. Please note that if payment isn't sent within 48 hours, the order will be cancelled.   

Where do you ship?

Worldwide! 

What's your processing time? 

We ship orders within 1-3 business days. 

How does shipping work?

  • Canada: $10 CAD tracked shipping. 2-5 business days via Canada Post.
  • US (Recommended): $18 CAD tracked shipping. 2-7 business days via USPS.
  • US option #2: $12 CAD untracked shipping. 3-12 business days via USPS.
  • International: Rates calculated at checkout. 

We offer FREE domestic shipping on orders $150+. Applies to Canadian customers only. 

For US customers who select the lower cost untracked shipping option above, please note that Allume cannot be held responsible if a package is lost, stolen or held at the border; this method of shipping does not come with insurance, therefore items cannot be replaced or refunded. By choosing the untracked shipping option, you agree to the aforementioned terms. 

We'll be in touch with a confirmation the moment your package is on its merry way! 

Are your packaging materials environmentally friendly?

Yes! Allume boxes are recyclable and reusable. Our mailers can also be reused; better yet, they’re compostable. We’re continuously working towards greener options, so stay with us! 

What is your exchange and return policy?

All products on shop-allume.com are final sale. Exchanges are only offered if you received damaged goods or the wrong order (so long as the item is unopened and in its original packaging). Please contact us at info@allume.com within 30 days of receiving your package for details on how to proceed. Please note that we do not refund original shipping fees, though we'll gladly cover the cost of shipping the new item.  

Am I allergic to any of your products? 

All ingredients in our wellness products, such as lip balms, candles and moisturizers, are explicitly listed on their individual pages. Allume is not liable for any negative reactions or misuse of products resulting in injury. 

I'm an American customer. What currency will I be charged in? 

You will be charged in USD. Please note that our website automatically displays US prices, though Canadian prices will appear at checkout.  

Do I have to pay duty?

International customers (US and worldwide) may be subject to duty fees upon delivery. They are the buyer’s responsibility. Please consult with your customs office to determine what these additional costs will be prior to making a purchase.

Are your prices ever subject to change?

We reserve the right to alter the cost of products and shipping. 

How old do I have to be to place an order on Allume? 

Minors are strictly prohibited. Upon visiting shop-allume.com, you will be presented with an age-check. By clicking Enter, you confirm you’re of legal age in your jurisdiction. 

Do you sell cannabis?

No. We do not sell any products that violate the Cannabis Act. 

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Any further questions? Contact us at info@shop-allume.com.