FAQ

I live in Saskatoon and Area. Can I pick up?

Of course! When you select “pickup”, please contact us with your preference. We currently have two pickup options. Shopify doesn’t have a great platform for listing these, so we do our best. We currently have:

Martensville pickup – Contactless 24/7 pickup

This code changes on rotation, please contact us after placing your order via one of the methods listed and we will provide instruction

Saskatoon pickup – Available Tuesday to Saturday during business hours

This is a pickup point only. We drop off your orders here on Tuesdays and Fridays between 10am and 11am. If you have placed an order between Friday and Monday, your order will be available Tuesday for pickup. If your order has been placed Tuesday-Thursday, your order will be available Friday for pickup. Please ensure you are picking up your order within a decent time frame as this is a pickup point only. Respect Covid protocols when picking up in Saskatoon.

Please note that if your address is located in Saskatoon or south and you have selected pickup, you default pickup is in Saskatoon at Dandelion Art Framing & Gallery. If your address is north in Martensville, Warman or Dalmeny, your default will be Martensville.

Please note that for ALL Saskatoon addresses, shipping is not included in your purchase.

What is the return policy?

At this time we are not accepting returns. Due to the nature of the item(s) you have purchased, they are natural items produced by the earth and known to have natural flaws and imperfections. This is normal and uncontrollable. Due to this, at this time items are not eligible for exchange, return or refund. However, you can always contact us for any questions at mountainaura.yxe@gmail.com

What are the shipping options?

Shipping is through Canada post tracked parcel at a flat rate within Canada of $15 for orders under $150, and free for orders over $150. Complimentary shipping insurance is provided by Canada post, which covers $100. Additional insurance can be purchased for a charge for orders totalling over $100 in value. To purchase additional coverage, please contact Mountain Aura PRIOR to your purchase. Once your purchase has taken place, additional coverage cannot be added.

Shipping for USA shipments is through Canada Post, transferred to USPS upon transfer across the border. USA shipping is a flat rate of $25 CAD and is a tracked parcel service. Complimentary shipping insurance is provided by Canada post only when available. If you would like to purchase shipping insurance, please contact Mountain Aura PRIOR to your purchase. Once your purchase has taken place, additional coverage cannot be added.

Purolator Courier shipping is available by request, at 100% cost to the consumer. This service is only available upon request and by prior quote approval.

What are the international taxes, duties, etc. that I have to pay?

All customs fees, brokerage fees, duties and taxes for import of goods are the responsibility of the purchaser and are calculated by the country the goods are entering. Mountain Aura takes no responsibility for your import of goods. In the event that the package is not acceptable for import at the USA border, Mountain Aura accepts no liability for goods returned or abandoned and no refund will be issued. It is the purchaser’s duty to know if the product being imported will be acceptable into the country it is being imported into.

We can promise you that Mountain Aura will do everything within our control to make sure correct documentation and packing is completed so your package will clear customs with ease.

When will I receive my order?

Once your order is received, we usually pack your order for transit within 1-3 days. Your order will ship within 2-5 days after being received, and depending on Canada post transit times, you can expect to see your order within 3-5 business days from shipping. That is a total turn-around time of around 5-7 business days average. During higher than average transit times (and during Covid-19 delays) you can expect transit times to be a bit longer. Please monitor your tracking information and if you have concerns, or your package has been 14 business days with no movement, please do not hesitate to reach out to us!

Tracking can be done at: https://www.canadapost.ca/trackweb/en#/home

If you require your item in a faster time frame, please reach out to us! We offer expedited shipping by request. We can give you a quote!

What do I do if I have not received my order?

If you have been waiting more than 14 business days, please reach out to us ASAP and we will look into your order and get to the bottom of it. We want to make sure you are happy and if you have not yet received your order, we want to know why. We take great pride in our work however we have seen delays in Canada Post during times of high volume.

What do I do if I received a damaged item

We inspect every single item prior to shipment which means your item(s) left in pristine condition. This means we will have to complete a claim with Canada Post. Please retain all shipping materials in the condition they arrived in, as well as the damaged item. We will need this for the claim. Contact us asap with images of the damaged item as well as images of the packaging and we will start the process on making things right for you.

How do I make changes to an order I’ve already placed?

Please contact us IMMEDIATELY either via Instagram or Email, with your order number and change requests, as we have a tendency to get things done quickly. If you need to make a change, we will do what we can to help! Please note that not all change requests can be accommodated after an order has been placed.

Where are you located?

We are located at the heart of Saskatchewan, Canada, just north of sunny Saskatoon in a city called Martensville. The population here is just short of 10k people and the highlight of Martensville is the local Tim Hortons. We are only 8 minutes north of Saskatoon which has a population of 273K people and is absolutely beautiful in the summer. The city sits on a river and is surrounded by beautiful farmlands and lush trees and hill sides.

How is the product made? Where do the materials come from?

Products are mined in their respective countries and either processed on site into smaller material or shipped to another location to be cut down. That material is then made into the shapes you purchase by hand carving on a diamond saw blade or diamond sanding paper. The first step is by cutting down raw material into a workable size. From there, the product is shaped into a product closely resembling the size and shape of the finished product, and from there, the product gets a polish by slowly reducing the grit and then buffing until a mirror like shine is produced.

Materials are sourced from all over the world, but I always try to source from small vendors who (for the most part) deal with the mines directly. This takes out the middleman and keeps the profits in the pockets of the miners and gem cutters and helps promote fair trade for product. The vendors and cutters I deal with are relationships I have built on trust and respect.

The countries I deal with most for products are:

Brazil, Pakistan, Argentina, Indonesia, China, India, Uruguay and South Africa.

Wherever possible, I also promote female workers in developing countries. I recently purchased a shipment of handmade rope incense, produced by a coop of Nepalese women. Their coop uses all the funds raised to create education programs and mental health workshops in Nepal for young women. You can shop my ethically sourced, female made Nepalese Rope Incense here:

How do I contact your company if my question isn’t answered here?

Click here to get access to the most direct contact access!

Shipping

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

How long will it take to get my order?

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

What shipping carriers do you use?

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

Product

Can I return my product?

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

Can I get my product personalized?

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

Other

Any question?

You can contact us through our contact page! We will be happy to assist you.

Customer support

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Flat Rate Shipping Within Canada and USA

We ship within Canada and the US for flat rate costs meaning you can keep adding to that cart without worrying about shipping costs

Pickup Locally in Saskatoon, SK

We offer local pickup in Saskatoon, Saskatchewan at a Dandelion Art Framing & Gallery pickup point

Payments

We accept all major credit cards and payment providers. We also accept e-transfer, contact us via either Instagram or email and we will gladly arrange a transaction

Contactless Pickup Locally in Martensville, SK

We offer local contactless pickup in Martensville, Saskatchewan at Mountain Aura home base