Below are some common customer FAQs, but if you still have questions please contact our Customer Support Team at 519.886.6465 or customerservice@avariahb.com.
We recognize that with the constantly changing COVID-19 situation around the world, this is an unprecedented time for everyone. Our thoughts go out to each and every one of you. Please stay safe and healthy. We have been closely monitoring how the COVID-19 outbreak has been evolving and our priority is the health, well-being and safety of our customers, employees and communities. Our actions and decisions follow the recommendations from the Public Health Agency of Canada and local authorities.

At this point, we do not anticipate any product supply problems, but if so, please be understanding. Our storefront is open and we have taken the required precautions, but if you would like to shop online, you can order all of our products from www.kalaya.ca

Our Measures
At present, our storefront is open and we are offering pick up. We invite you to shop online. You can have your order delivered or pick up from our location in Cambridge.
We are taking increased sanitization measures and remind all employees about the hygiene practices they should adopt to prevent the spread of the virus.
As a preventative measure, we are asking that all employees who are returning from abroad or who are experiencing flu-like symptoms to stay at home for 14 days.
As soon as you make your order, you'll receive an order confirmation email from us to let you know that we received your order. You'll receive another email when your order is being processed, which means that it is being picked and packed with care by our shipping team. Finally, you'll receive one more email to let you know when we've shipped your order! If you have a question about the status of your order, please reply to your order update email (you can also email us at customerservice@avariahb.com). Providing us with your order number (which you can find in your order confirmation emails) will allow our customer care team to help you more quickly.
Didn't receive an email confirmation for your order? This is probably because your email provider is putting our emails in your "Spam" or "Junk Mail" folder. If not, we may be experiencing a high number of orders. If after 3 - 4 business days you still have not received a confirmation, please contact our customer service team via customerservice@avariahb.com anytime or call us Monday-Friday, 9am-4pm (Eastern). Our team can verify the email address and ensure you receive a confirmation email.
You will be charged as soon as you make an order.
As the status of your order changes, you'll receive notification emails. These emails will indicate when we receive your order, when your order is being processed, and when we ship your order from our shipping centre. We welcome you to reply to any of your order update emails (or you can reach us at customerservice@avariahb.com) if you have any questions about your order. Please have your order number (which you can find in your order confirmation emails) ready to help us find your records quickly!

Please be advised that COVID-19 is resulting in delays in delivery. Please refer to your shipping information email for your tracking number. We appreciate your patience.
We are unable to add items to an order, after it has been placed. We can, in some cases, edit the shipping address information or remove an item(s) associated with an order- however this type of request is time-sensitive. Once an order has entered the processing stage, we are not able to guarantee that amendments to an order will be possible. Please call 1.855.830.4961 or email our Customer Service team at customerservice@avariahb.com as soon as possible, if changes are desired, and we'll be happy to help/advise, as best as possible.
You can check your order history anytime by logging into your account. Select 'My Account' to view your previous orders.
Add the products that you'd like to purchase to your shopping cart - keep in mind, your discount will not be subtracted from the price yet. Proceed to checkout, and as soon as you get to the page on which you give your information you'll notice the "Gift Card or Discount Code" field. Enter the code in the box provided and the amount will be discounted from your order! Coupons are one use per purchase and cannot be used in combination with other rewards points or discount codes. Unless stated otherwise, coupons are one use per customer.
There are a few different reasons why a coupon may not be working. First things is to ensure that you're entering your coupon into the "Gift Card or Discount Code" box at checkout exactly as the code is written. Lastly, please double check the email or card through which you were provided the code to double check the expiry date. If you're still experiencing some difficulties using your coupon code, please send an email to our Customer Service team at customerservice@avariahb.com or give us a call toll-free at 1.855.830.4961 and we'll be happy to take a closer look on your behalf. Please note, some products are not eligible for coupons use. Avaria HB reserves the right to disable codes at any time. Disabled codes will not be re-issued.
With orders of $50.00 or more (excluding tax), free shipping is available. This includes handling and is available to customers in Canada only. With flat rate shipping, your parcel will arrive approximately within 3-5 business days in Ontario and 7-10 business days in the rest of Canada. Shipments are sent via UPS and Canada Post.

For orders under $50.00, flat rate shipping is available for a flat rate shipping cost of $11.99. This includes handling and is available to customers in Canada only. With flat rate shipping, your parcel will arrive approximately within 3-5 business days in Ontario and 7-10 business days in the rest of Canada. Shipments are sent via UPS and Canada Post.

Pick Up.
Our storefront is open and we are now offering a pick up option for all online orders. When placing your online, select 'Pick Up' when checking out. You will receive a Pick Up confirmation email once your order is ready to be collected. We're located at Unit 5, 650 Jamieson Parkway, Cambridge, ON N3C 0A5. Please remember to bring your order confirmation number with you.
We are currently unable to offer shipping to the U.S., however our products are available on Amazon.com through our official Kalaya Store: https://www.amazon.com/stores/page/E7694872-DA73-424B-8887-22C25BD04047
Yes, when you check out you'll be able to select the option to pick up your order from our location in Cambridge. Your order should be ready for pickup within a few days. Once ready you will receive an email with pickup instructions.

Pick Up Location
Unit 5
650 Jamieson Parkway
Cambridge, ON
N3C 0A5
Your order should be ready to collect within a few days of placing your order. You will receive a pick up confirmation email with pickup instructions once it is ready.

Once ready for pickup, you can collect your order from our location in Cambridge, Monday-Friday from 12pm to 4pm. Please remember to bring your order confirmation (found on your order confirmation email) with you when you're ready to pick up your order.
You'll only be able to see the Pick Up tab if:

All the products in the cart are eligible for pickup.
All the products are available in inventory at a pickup location.
You are paying for the order with a credit card or debit card. If you pay using Shop Pay, Apple Pay, Google Pay, Amazon Pay, or PayPal on the first step of the checkout, then the pickup option is not available.
You have not used express checkout options.
You cannot choose to have some items shipped and some items picked up in store on the same order. If you would like to do so, please place two separate orders.
When your order is ready to be collected, you will receive a pickup confirmation email. From this time, you can collect your order Monday-Friday from 12pm to 4pm.

When you arrive, please come into our storefront entrance and wait for a member of staff.
A member of our team will then request your order number (found on your order confirmation email), please have this ready.
We will then place your order on a table. Once our member of staff has moved a significant distance away, please collect your order.
Check your order and confirm that the order is correct before leaving our storefront.
You cannot choose to have some items shipped and some items picked up in store on the same order. If you would like to do so, please place two separate orders.
Orders are typically processed within 1-2 business days. With flat rate shipping, your parcel will arrive approximately within 3-5 business days in Ontario and 7-10 business days in the rest of Canada. Shipments are sent via UPS and Canada Post.

Please be advised that COVID-19 is resulting in delays in delivery. Please refer to your shipping information email for your tracking number. We appreciate your patience.
As soon as your order has shipped, we'll notify you by email providing you with the tracking information for your package! Use this number to track your shipment online or reply to any of your order update emails. Our Customer Service team will be happy to help you track your order!

Please be advised that COVID-19 is resulting in delays in delivery. Please refer to your shipping information email for your tracking number. We appreciate your patience.
Avaria Health & Beauty Corp. stands behind a satisfaction guarantee & 30 day money back guarantee should you be unhappy with a purchase. Message us through our Contact Page, or email customerservice@avariahb.com and let us know which products you would like to return, and why. An Avaria HB Team Member will get in touch to confirm the return, and then a refund will be issued on the products returned. Please note that return shipping costs are the responsibility of the customer and will not be covered by Avaria Health & Beauty Corp. Simply dial into our helpful Customer Service Desk at 1.855.830.4961, and an Avaria HB Team Member will be happy to assist you directly and facilitate the return. We will do our best to accommodate you; however, there are just a couple of conditions that must be met for the return and subsequent refund to be issued: Opened or used products, or any items marked as non-refundable on the product page are not within our return guidelines. We also cannot accept any returns from products in the following categories: Items which have been removed from their original packaging, assembled or modified and any items marked as non-returnable on the product page.
Message us through our Contact Page, or email customerservice@avariahb.com and let us know which products you would like to return, and why. An Avaria HB Team Member will get in touch to confirm the return, and then a refund will be issued on the products returned. Simply dial into our helpful Customer Service Desk at 1.855.830.4961, and an Avaria HB Team Member will be happy to assist you directly and facilitate the return. Please send returned items to: Avaria Health & Beauty Corp. Unit 5, 650 Jamieson Parkway, Cambridge, ON N3C 0A5 Canada.
You can create an account with Kalaya by selecting 'Register' in the top menu. Once you've created an account with us, you can save time at checkout and receive exclusive discounts via our promotional emails.
To make any changes to the email address associated with your Kalaya account, it is necessary to contact our Customer Service Team directly. They can be reached by phone, toll free at 1.855.830.4961 Monday-Friday from 9am-4pm (Eastern), or by email to: customerservice@avariahb.com. Our Customer Care team does their very best to respond to all email inquiries within 1-2 business days.
Select 'forgot my password' on our account log in page and enter the email you would like to send the link to reset your password to. Follow the link to reset your password and complete the two new password fields. Please note that this has to be the same email address as your Kalaya member account.
You can sign up for emails from Kalaya by creating an account. Select 'Register' at the top of the page and complete the required information.
You can unsubscribe from our emails by selecting 'Unsubscribe' at the bottom of any email sent by Kalaya.
No, we have a strict policy against sending unsolicited emails. If you'd like to receive emails from us, you can sign up on our homepage. If you'd like to unsubscribe from our emails please select 'Unsubscribe' at the bottom of any promotional email sent by Kalaya.
When you visit Kalaya.ca or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.
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