Refund policy

Food items such as cold-pressed oils or vegan seed butters, nut butters:

Certain types of items cannot be returned as we will not be able to sell them at a later date. Perishable goods such as cold-pressed oils, fats and vegan nut butters, vegan seed butters can not be returned. Custom products can not be returned (such as special orders or personalized items), and personal care goods (such as beauty products, skin oil, skin creams) can't be returned either. We also do not accept returns for other customized food items, wholesale items or bulk items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

To start a damaged item claim you can contact us at info@ostro-organics.ca. Please provide pictures of your damaged goods right when you received them. We will follow up with instructions on how we will proceed. In most cases we will send you a replacement item. If a customer insists on cancelling the order instead of receiving a replacement item, we will deduct shipping and handling fees first before issuing a refund.

You can always contact us for any specific questions at info@ostro-organics.ca.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. As most of our bottles and jars are made of glass, breakage during shipping can happen.

You can always contact us for any issues or questions regarding damaged goods at info@ostro-organics.ca.

Refunds
We will notify you once we’ve received and inspected your claim, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any issues or questions regarding ordering at info@ostro-organics.ca.

We are a family owned and operated business and we do take every issue seriously. We usually get in touch with you as soon as you contact us and work hard on resolving any issues that might have occurred.

Merchandise other than food items such as T-shirts, Caps etc.

We have a 30-day return policy on fan merchandise (such as T-Shirts, Caps) which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ostro-organics.ca. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ostro-organics.ca.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. As most of our bottles and jars are made of glass, breakage during shipping can happen.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food oils, vegan nut/seed butters), custom products (such as special orders or personalized items), and personal care goods (such as skin oils, beauty products). We also do not accept returns for items that were purchased in bulk, wholesale or other custom quantities ordered. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.