Orders and processing
How long does it take to process my order?
Most orders are processed within 3 to 5 business days, not counting weekends and holidays.
Will I get tracking?
Once your order ships, you get a confirmation email with tracking information where it is available.
Shipping
Where do you ship?
We ship within Canada and the United States, and to select international destinations.
How much does shipping cost, and how long will it take?
Shipping rates and availability are calculated at checkout, based on your location and the shipping method you choose. Delivery times are estimates. They vary by location and method, and carrier delays or customs processing can change them.
My order is late or looks lost. What do I do?
Email support@niaura.ca with your order number. We will do our best to help.
Returns and refunds
What is your return policy?
You can return items within 14 days of delivery. The 14 days start when your order is delivered, not when you placed it. Items must be unused, unworn, and in their original condition and packaging. Some items cannot be returned for hygiene or safety reasons. The product page marks these at the time of purchase.
How do I request a return or refund?
1. Email support@niaura.ca with your order number and the reason for the return.
2. We send you return instructions once your request is approved.
3. After we receive and inspect the item, an approved refund goes back to your original payment method within 7 to 10 business days.
Who pays for return shipping?
You pay for return shipping. Original shipping costs are not refunded, unless the return is due to our error.
Can I exchange an item?
Email support@niaura.ca with your order number and what you would like instead. Our team will tell you what is possible.
My item arrived defective, or it is not the one I ordered. What now?
Email support@niaura.ca with your order number. We arrange a replacement or a refund at our cost.
Where do I send my return?
Return instructions, including where to send your item, come by email after your request is approved. Please wait for them before you ship anything back.
Contact
How can I reach you?
Email support@niaura.ca. Our policy pages list email as the contact channel.
Consultations
Can I book a consultation?
Yes. Book the Asoebi Consultation (CA$85, 1 hour) or the Custom Clothing Consultation (CA$100, 1 hour) on our Book Online page at https://www.niaura.ca/book-online, using the Book Now button. For details on what each consultation covers, whether it is in person or online, deposits, cancellations and available times, email support@niaura.ca.