FAQ

ProductsPoliciesOrders & Shipping

Products

Natural Ingredients
Whenever possible Crystal Hills sources certified organic ingredients or harvests them from our own farm. We also source ethically wild-harvested and fair trade ingredients that are not available as certified organic.

Weight and Measurement
All Crystal Hills products are sold by weight not volume. Contents may settle during transportation, this is especially seen in the bath salts. Our products are made with natural raw materials and the final product may vary slightly in color/texture.

How long will my products stay fresh for and what is the best way to store them?
To guarantee product freshness and effectiveness each container indicates the products shelf life once opened ( #M). Products are best stored in a cool, dark place away from direct sunlight, excess moisture, heat or humidity. Sugar scrubs may be stored in the shower, just take care not to leave water sitting in the jar.

Do you test on animals?
Crystal Hills does not test products or ingredients on animals. We source suppliers who share the same philosophy as us.

Are your products vegan?
Most of our products are completely vegan but please refer to the label as some may contain honey, propolis, beeswax, etc. Please note Crystal Love and Crystal Dreams sugar scrubs are not considered vegan.

Are Crystal Hills products hypoallergenic or allergen free?
Our products are made free of the top allergens, however we cannot guarantee that they are exclusively hypoallergenic or allergen free. Although our products are manufactured using ingredients that are free of wheat or nuts, it is extremely difficult to guarantee that there has never been any cross contamination at a supplier’s location. We always recommend doing a patch test prior to trying any new product. The best way is to place a small amount on the inside of the wrist or inner elbow. Should any redness or irritation occur, discontinue use.

Fragrance or perfume is listed on the labels. Do you use synthetic fragrances?
No, we only use a proprietary blend of natural essential oils. The words ‘fragrance’ or ‘parfum’ are used to comply with cosmetic labelling requirements.

Are Crystal Hills products safe for use during pregnancy?
Our products are gentle and natural however we do recommend that any expectant mother check with her physician or obstetrician prior to using any products.

Policies

Privacy and Security
Crystal Hills will never sell or share your personal information. Orders and personal data are encrypted using Secure Socket Layering (SSL) to ensure your privacy is protected. Your credit card number is transmitted directly between the issuing bank and the credit card processor or Paypal. We do not keep or receive any credit card information.

Returns and Exchanges
Should you receive a damaged item, please contact us within 7 days of receiving the product. Kindly provide details and a picture.

If for any reason you are not satisfied with your purchase, we will be happy to complete an exchange or refund. We will send you a Return Authorization Form or you can download then the merchandise must be returned within 30 days of purchase. Unfortunately, shipping charges are not refundable.

If you experience an issue with a product that was purchased from a retail location, please contact them directly about their return policy.

Customer service can be reached by phone 1-844-644-7817 or at info@crystalhills.com.

Sales Tax
We are required to collect provincial taxes on orders, with the amount being determined by provincial legislation.

Orders & Shipping

Can I place an order and have it shipped to someone else?
Definitely. When you are at the checkout, please fill out the correct shipping address of whom you would like the package addressed to.

Do you accept international orders?
Unfortunately at this time we only accept orders placed from North America.

How can I track my order?
As soon as we ship your order, you will receive a notification email that will include a tracking link from Canada Post or Fedex.

Can I order by phone?
Yes, orders can be processed over the phone during standard business hours.

What are your business hours?
Our office and lab are open from 8:30-4:30 pm PST however our online store operates 24 hours a day, 7 days a week for your convenience.

How do I know if my order was placed successfully?
Once you place an order on www.crystalhills.com, you will receive an email notification to the email you provided while placing the order. This confirms that your order has been received.

Do you offer promotional codes?
Yes, occasionally we may offer online promotional codes for new products. These offers are only redeemable for orders placed on the crystal hills site and cannot be used on other websites.

How long does it take to receive a shipment?
Orders are processed within 2-3 business days, Monday to Friday. Delivery estimations are based on the time given by Canada Post or Fedex. Please refer to the tracking number for the shipment for updates.