Frequently Asked Questions
GENERAL QUESTIONS
Where are these products from?
All items are produced in Ghana.
Are these products natural?
Yes, all products are natural. They are unrefined and have not otherwise been processed. These items are intended for topical use only. So while they are non-toxic, it is not recommended for ingestion.
Do these products work for all skin and hair types?
All products are safe to use for most skin and hair types. Whether they will provide the desired benefits for one’s skin or hair type requires trial and error. Our products are not intended to act as substitutes for medically prescribed treatments.
What payment methods do you accept?
We accept most major credit cards including Visa, Mastercard, American Express, Discover, and Diners Club. All prices are shown in Canadian dollars.
REFUND POLICY
Can I request a refund, return, exchange or cancellation on my order?
All sales are final. Returns and exchanges are not permitted. All taxes and shipping expenses are non-refundable.
Can I make changes to my order after it has been placed?
No changes can be made to an order after it has been placed.
SHIPPING AND DELIVERY
How are shipping costs calculated?
Shipping costs are calculated based on the weight of the parcel and destination. All packages are shipped from Toronto, Ontario. Free shipping is offered for orders over $100 to all provinces and territories.
Do you ship internationally?
Currently, we only ship to Canada & the United States. Please sign up to our mailing list for updates on when we may expand to international shipping in the future. Scroll to the bottom of the page to find the mailing list sign up.
When will I receive my order?
Orders are processed and sent out for delivery 1-3 business day(s) after being received. If an order is received on or the day before a statutory holiday, then it will be processed on the following business day. You will first receive an email to confirm that your order is being processed and then another email with your tracking number when your order has been sent out for shipping. Please check your spam mail folder if it cannot be found in your inbox. Please refer to the estimated delivery time that you select when placing your order. In most cases, it will take 2-9 business days for a package to be delivered (not including processing time), depending on your location. Please be advised to anticipate potential delays by Canada Post due to COVID-19.
I accidentally typed in the wrong delivery address. What can I do?
Please send an email to ghanagold.ca@gmail.com within 24 hours of placing your order. Otherwise, the order will be processed and sent to the address provided. In the case that a package is returned to us, the customer will be responsible for any reshipping charges to deliver the items to the updated address.
What if my package is marked delivered but I haven’t received it?
Please use your tracking number on the Canada Post website to check the status of your delivery. The tracking number can be found in the email notification that was sent to you when the order was shipped. Please check your spam mail folder if it cannot be found in your inbox. In the case that a package is deemed undeliverable and returned to us, the customer will be responsible for any reshipping charges to resend the items.
We are not responsible for any package that is lost or stolen after it is sent out for delivery. All sales are final and we will not replace or refund items in most cases. All taxes and shipping expenses are non-refundable. Please ensure that you have provided the correct address when placing your order and that you or a trusted person is available to receive it upon delivery. Understandably, a missing parcel can be a frustrating experience. Please thoroughly exhaust all possibilities as well as inquiring with your local post office to determine if your package was indeed lost by Canada Post.
My items arrived damaged. What can be done?
Please send an email to ghanagold.ca@gmail.com within 24 hours of receipt. Your email should include your full name, order number, tracking number and photos of the parcel and items. We will then determine if any further action is required on our end to resolve the issue. After this time period, we will no longer be able to assist with any damaged items.