Shipping & Returns Policy

We currently ship only to physical addresses in Canada and the United States. We do not currently ship to other countries. We may not be able to ship to every remote area, P.O. box, military address, freight forwarder, or address that a carrier or print provider does not serve. If we cannot fulfil an order, we will notify you and refund any amount paid for the unfulfilled items.

Our physical products are made to order through Printify and independent print providers. This means an item is produced after you place your order rather than taken from pre-existing inventory. Some orders contain items that are produced by different providers and may therefore arrive in separate packages, on different dates, and with separate tracking links.

The production time and delivery estimate shown at checkout are good-faith estimates, not guaranteed delivery dates. Production may take longer during high-volume periods, holidays, weather events, carrier disruptions, quality checks, or circumstances outside our reasonable control. We will provide tracking when it is available.

We will meet our delivery obligations under applicable consumer-protection law. For Québec consumers, if we do not provide a delivery date in the contract, the law may treat the period beginning on the purchase date as relevant to your cancellation rights. If an item is not delivered within 30 days after the stated delivery date, or where no date is stated within the period set by law, you may have statutory rights to cancel. Nothing in this policy limits those rights.

Shipping charges and applicable taxes are displayed at checkout before you complete payment. For U.S. deliveries, sales taxes, customs duties, import charges, or carrier brokerage charges may apply depending on the shipment and destination. Unless we expressly state at checkout that a charge is included, charges assessed by governmental authorities or carriers after shipment are the customer's responsibility.

Please enter your delivery address carefully. You are responsible for providing a complete and accurate address, including apartment, unit, buzzer, or postal/ZIP code information. If you notice an error, email hello@healingnarrativescounselling.com immediately with your order number. We will try to update the order before production or shipping, but cannot guarantee changes once a print provider or carrier has begun processing it.

If an order is returned or cannot be delivered because the address was incorrect, incomplete, unclaimed, or refused, additional production and shipping costs may apply before we can resend it. We will contact you before charging any additional amount.

Contact us immediately by email if you need to cancel. Made-to-order production can begin quickly, so we cannot promise cancellation after an order has been submitted. If production has not started, we will cancel when feasible and issue a refund. If production has started, the order may no longer be cancellable except where applicable law gives you a cancellation right.

If an item arrives damaged, defective, misprinted, materially different from its description, or incorrect, email us within 30 days after delivery. Include your order number, a clear description of the problem, and clear photographs of the item, packaging, and shipping label where relevant. We may ask for additional information reasonably needed to investigate.

After review, we will arrange an appropriate remedy, which may include a reprint, replacement, partial refund, full refund, or another remedy required by law. You usually do not need to return a defective item before we resolve the issue.

If tracking has not updated for an unusually long time, or your package has not arrived, contact us by email with your order number. We will investigate with the print provider and carrier. We may request that you check with household members, neighbours, your building manager, or the carrier where tracking shows delivered.

A package marked delivered is not automatically eligible for a replacement or refund. We will assess the circumstances case by case and will honour any remedy required by applicable law. A package that is confirmed lost in transit may be reprinted, replaced, or refunded.

Because physical items are made to order, we generally do not accept returns, exchanges, or refunds for a change of mind, an incorrect size selection, an unwanted colour, or normal manufacturing variation. Please review the product description and size guide before ordering. This policy does not limit your rights for a defective item, an item that does not match its description, or any statutory right that applies to your purchase.

Digital products, including downloadable PDFs, workbooks, guides, and other files, are delivered electronically and cannot be physically returned. Except where mandatory law requires otherwise, all digital-product purchases are final and non-refundable once the download link or file has been delivered, accessed, or downloaded.

If your file is defective, corrupted, inaccessible, or materially different from its description, email us with your order number and a description of the issue. We will provide a working copy, restore access where reasonably possible, or provide another remedy required by law.

This policy is in addition to, and does not replace, legal rights that cannot be waived. Québec consumers may benefit from statutory legal warranties, including that goods must be fit for their ordinary purpose, correspond to their description, and be durable for a reasonable time. If you believe a legal warranty applies, contact us by email.

When a refund is approved, we will issue it to the original payment method unless another method is required or agreed. Your bank or payment provider may take additional time to post the refund. If you validly cancel an online purchase under Québec consumer-protection law, the timing for reimbursement and any card chargeback rights are governed by that law.

For order help, cancellations, shipping questions, digital-product access, or a return issue, email us and include your order number and the email address used at checkout.