Refunds, returns, and exchanges

We accept returns up to 28 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.

In the event that your order arrives damaged in any way, please email us as soon as possible at info@u10sils.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at info@email.com.

FAQ

1. General questions

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

Can I change my order?

We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to support to info@u10sils.com.

Where do you ship?

We currently ship in Canada, the United-States, Australia, France, the UK, and Germany.

For shipping outside of these countries, please reach out to our support at info@u10sils.com.

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

Standard shipping times for the countries covered by our delivery partners is presented below. You can find them when choosing a delivery method before confirming your order:

• Canada: 2-10 days
• United-States: 2-10 days
  
• Australia: 5-10 days
• France: 5-10 days
• UK: 5-10 days
• Germany: 5-10 days

2. Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card.

We additionally offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay.

You can choose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: CAD, USD, and EUR.

If your credit or debit card uses another currency, then you will be charged in CAD, USD, or EUR, depending on the website you are on. Your bank will apply the corresponding conversation rate of the currency you choose.

Do you offer a 3 or 4 times payment option?

We accept 3 times payment thank our partner Affirm.

You will be able to choose that payment option at checkout.

3. Shipping

Where do you ship?

We currently ship in Canada, the United-States,Australia, France, the UK, and Germany.

For shipping outside of these countries, please reach out to our support at info@u10sils.com.

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

Standard shipping times for the countries covered by our delivery partners is presented below. You can find them when choosing a delivery method before confirming your order:

• Canada: 2-10 days
• United-States: 2-10 days
  
• Australia: 5-10 days
• France: 5-10 days
• UK: 5-10 days
• Germany: 5-10 days

Do you offer fast shipping?

We offer fast shipping in a select number of countries:

 

• Canada: 24h (14$)
• United-States: 24h ($14)
  
• Australia: 1-2 days ($24)
• France: 1-3 days ($24)
• UK: 1-3 days ($24)
• Germany: 1-3 days ($24)

You can select fast shipping after having entered your delivery location.

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Will I pay taxes for international shipping?

Deliveries in Europe will have to pay customs taxes.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer to the website of the delivery partner handling your delivery.

4. Returns

Do you accept returns?

We do accept returns with respect to the following conditions:

• The item must have been sold on our online store
• The item shouldn't have been used in any way
• The return or exchange request is made within 28 days of delivery
• The return is made within 14 days of the return or exchange request

To ask for a return, please contact our support at info@u10sils.com.

Can I exchange an item?

We do accept exchanges and they follow the same conditions as returns.

In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

Are returns free?

Returns within the Canada are free. You can refer to the delivery paper within your package to perform organize your return.

Returns from outside of Canada are the responsibility of the buyer.

Feel free to contact our support agents through our info@u10sils.com for more details. 

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

Is there a warranty?

We guarantee any of our products made by us and sold through our online store to be free of defects. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:

• The item must have been sold on our online store
• The item shouldn't have been used in any way
• The return or exchange request is made within 28 days of delivery
• The return is made within 14 days of the return or exchange request

If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed to info@u10sils.com.