We offer 2 types of Products through our site, Grow supplies and Biological Pest control. Please refer to the Policy for the specific product group you have ordered. 

Biological Pest Control Refund / Replacement Policy

All sales are final and there shall be no product returns under any circumstances. 

All Koppert products are guaranteed to arrive at your location alive; however, to ensure this, you must be available to receive your order upon delivery. We encourage our customers to check the viability of the live beneficials upon receipt.

Optimize Organics Inc and Koppert Canada Limited cannot be held liable for live shipments left unattended at your address of delivery.

If you have concerns that your order may have been damaged, please contact us immediately by e-mail. All complaints must be reported within 24 hours of receipt of shipment and be accompanied by photo or video evidence demonstrating the lack of vitality. 

If appropriate, we will replace your order free of charge or issue a refund. Order replacements will ship the following week. 

Order cancelations or modifications must be requested by email before the weekly shipment deadline (Wednesday 12pm PST); if you need to make any changes to your order, contact us as soon as possible! Orders cannot be canceled or changed after 12 pm PST, Wednesday of the ordering week.

Grow Supplies Exchanges & Refunds

All sales are final. We only accept returns and exchanges for products that have been damaged during shipping, or do not match the description of the item purchased or are defective. 

Our policy lasts 7 days. If 7 days have gone by since your delivery of your purchase, unfortunately we can’t offer you a refund or exchange. 

Optimize Organics Inc is not responsible for lost or stolen packages after they have been delivered to the address indicated on an order. 

There are certain situations where only partial refunds are granted including, Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

For damaged products to be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please email photographic proof of damage along with a receipt or proof of purchase, and a description of how the damaged product was received to [email protected] 

For  defective products or products not matching the description of the item purchased, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please email a description of product deviation along with a receipt or proof of purchase to [email protected] 

Once your email request for an exchange or refund is received and inspected, we will send you an email to notify you that we have received your request. We will also notify you of the approval or rejection of your refund/Exchange and if any further action required. In some instances we may request you send the item back to us. 

If you are approved,  then your exchange will be processed, or credit will automatically be applied to your credit card or original method of payment. 

Shipping

To return your product, you should mail your product to: Optimize Organics, 575 Rifle Rd, Kelowna, BC, V1V2H2, Canada.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.