SHIPPING POLICY

We’re happy to offer free farm pickup for local customers. Just choose “Pick Up” at checkout, and we’ll email you once your order is ready. Pickup is currently only available at our DeWinton, Alberta location at Countryside Tree Farms.

Orders for delivery are processed within 3 business days, packaged with care, and shipped from Dewinton, Alberta.

We ship across Canada with a flat rate of $14.95. All shipments go out with UPS, and you’ll receive a tracking number once your parcel is on its way.

Please note: Custom or large/bulk orders may have different shipping fees.

Delivery usually takes 2–10 business days after the order has been shipped, depending on your location.

Double-check your shipping details before completing checkout. Customers are responsible for costs if an incorrect address causes a package to be delayed or returned. While we can’t replace lost or stolen parcels, we’ll always do our best to help track them down through UPS.

If you have questions about shipping, email us anytime at hello@kootenaylavender.com

DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged, please keep the packaging and send us a photo at hello@kootenaybranch.com so we can help file a claim and arrange a replacement.

We proudly stand behind our products. If something is defective, we’ll replace it free of charge within 3 months of your purchase. Just email us with a description and photo of the issue, and we’ll send a replacement along with a tracking number. In most cases, you don’t need to return the defective item unless we request it.

RETURN POLICY

Need to return something? Please reach out to us at [your email] with your order details so we can guide you through the process.

Our return window is 15 days from the date you receive your order (or from your in-store purchase). Returns requested after this period cannot be refunded.

To qualify for a return:

Items must be unused, in original packaging, and in the same condition you received them.
Customers cover return shipping costs, which are nonrefundable. If your return is approved, the original shipping fee will also be deducted from your refund.
We recommend using a trackable shipping method, as we can’t guarantee receipt otherwise.

Send returns to:
Kootenay Branch & Lavender
31-2255 Drive West

Foothills, AB T1S 5E9

Once we receive and inspect your return, we’ll notify you by email. Approved refunds will be processed back to your original payment method.

WHOLESALE INQUIRIES

For any wholesale inquiries please fill out the form on special requests and orders under the contact section in the menu.

We will get back to you within 3-5 business days