General FAQ
11. How do I cancel my order?
Contact our Customer Service by email at info@camelushome.ca within 1 hour of placing your order to process a cancellation. Cancellations are not guaranteed when the product has already been shipped and can only be made during business hours Monday – Friday, 9:00am – 5:00pm EST. We cannot cancel orders for you on Saturday or Sunday.
Please note the shipping cost cannot be refunded.
If you are unable to process a cancellation in time, you can initiate a return once you receive your order.
22. When will I receive my order?
In-stock orders dispatch within 24 hours. Delivery can take up to 10 days; allow longer for Yukon, Northwest Territories, Nova Scotia and Newfoundland. Use the tracking number in your shipping confirmation to follow your order. Delivery estimates may be affected by carrier or weather delays.
33. I made a mistake in my order (address, size, etc). Can I Fix it?
Customer Service by email at info@camelushome.ca within 30 minutes of placing your order.
If the customer provides the wrong address and the order has already been shipped, we might have to work with the carrier to change to the new address but there is $25 fee applicable to this option.
If we are unable to do this on time, the item will be sent to the original address and Camelushome cannot guarantee any refunds for this product.
In case the item is returned to us due to inaccurate shipping information, we will start a refund for you for the returned item minus the applicable $25 fee.
44. Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping. Please keep this in mind when receiving deliveries.
55. Where does Camelushome ship from?
Orders from our Canadian store ship from Canada. If you need delivery by a particular date, contact info@camelushome.ca before ordering.
Payment FAQ
1What methods of payment do you accept?
PayPal and card payment options are available at checkout. The checkout page shows the payment methods available for your order.
2Will I be charged sales tax?
Enter your shipping address at checkout to see the taxes calculated for your Canadian order.
Service issues
11. My order is incomplete.
If you receive an incomplete order, please email us immediately at info@camelushome.ca, within 1-2 days.
Refund policy
11. What is your return policy?
If you are unsatisfied with your purchase for any reason, we are happy to accept returns within 14 days from the day your product arrives.
To be eligible for a return, your item must be unused, undamaged and in the same new condition that you received it. It must also be in the original packaging. We recommend to ship duvets in a vacuum plastic case to reduce the shipping cost.
Please NOTE that customers are responsible for all return shipping charges and packaging and that we are not able to process returns for items listed as Final Sale.
When you receive a refund, the cost of return shipping will be deducted from your refund. If 14 days have gone by since your product arrived, unfortunately, we cannot offer you a refund or exchange.
22. How can I return my order?
If you are eligible for return, we welcome you to request a return authorization by emailing info@camelushome.ca, and we’ll guide you through the process, we’ll send you a prepaid return label or instructions on Return Shipping Label retrieval to send the item back. Returns will be refunded in the original method of payment.
Please NOTE that customers are responsible for all return shipping charges and packaging.
33. How can I exchange an item?
At this time, our system is not set up to process exchanges. The best way to move forward is to initiate a return for your original items and repurchase the items you would like in a new order. Please contact us at info@camelushome.ca to initiate a return with your order #.
Please note that we are not able to process returns for items listed as Final Sale. We only replace products if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@camelushome.ca and we will help you through the steps.
44. What if I received a damaged product?
If you receive a damaged product, please email us at info@camelushome.ca immediately. After 3 days we cannot refund the money as we cannot prove it was shipping or warehouse damage. Provide a picture of the product so we can understand the scope of the damage.
55. When will I receive my refund?
Please allow 7 to 10 business days for your return to process. We will send an email notification once the item(s) have been received and the refund has been initiated. From this date, the refund amount will appear back in the original account.
If you return your items after 14 days from the day your product arrives, we reserve the right to refuse your return.
63. Why am I charged before my order has shipped?
Our payment provider only allows us to capture funds within seven days of you placing your order – otherwise we must cancel your order, re-enter it and contact you for your credit card information again. We’d prefer to charge you at time of shipment, but we do so when you place your order to prevent future inconvenience.
74. What's the status of my order?
You can track your shipment's progress using the tracking number sent to you in the confirmation email.
85. What if I need to modify the contents of my order?
If you would like to add items to your existing order, please place an additional order. We do not store your credit card information and cannot process changes made after the order is placed.
We also cannot remove items from an existing order. Instead, please return any unwanted items once you receive your order.
93. Can I mix and match within a Set?
Our sets are pre-bundled, and you cannot mix and match size, color or fabric.
Sales & Promotions
11. Does Camelushome have any sales events?
Yes! We typically have several sales per year in our website, the biggest one around Black Friday / Cyber Monday. Please note, we do not offer price adjustments to purchases made prior to or after sales events. We do not “double discount.”
22. Does Camelushome offer coupons, rebates or promotions?
Our discount codes are advertised on our website, promotional emails upon subscription and in our Social Media pages. We are a direct-to-consumer brand, cutting out licensing and distribution fees to make our premium quality home essentials as accessibly priced as possible. We will not honor codes found on third-party discount, coupon or promotion websites.
Orders
11. What if an item I want is out of stock during the sale?
Sale items are while supplies last. Once the item is back in stock the sale discount will not apply.
22. Are you able to hold, delay or combine orders?
No, orders will ship and process once placed. We will be unable to make changes or delay orders.
Shipping
11. Can I get my order expedited?
Check the delivery options and charges shown at checkout. If you need your order by a specific date, email info@camelushome.ca before ordering to ask about availability.
22. Where does Camelushome ship?
We ship within the U.S.A., including Alaska and Hawaii, Canada including Northwestern Territories, Nunavut and Yukon; and internationally.
Please note that the arrival times vary depending on the shipping address.
Bedding
1What materials are used in your bedding?
Our camel wool duvets have 100% camel wool filling and a 100% organic cotton shell. Our current duvet cover sets contain 60% organic cotton and 40% eucalyptus lyocell. Check the individual product listing for its materials and care instructions. Contact info@camelushome.ca if you need certification documentation for a particular product.
22. How should I care for my bedding?
For information on how to care for your Camelushome bedding items, please refer to the care instructions posted in the description of each product on our website.
