FAQs
How can I contact Broken Open Apothecary?
You can reach us anytime at support@brokenopen.com — our customer care team is here to help with any questions, concerns, or order needs.
Do you ship worldwide?
Yes, we currently ship to most countries around the world.
Where do you ship from?
We ship from trusted warehouses in both the United States and Hong Kong, depending on product availability and your delivery location.
This helps us keep shipping efficient and your costs low.
Can I change or cancel my order?
We begin processing orders quickly, so please reach out within 12 hours of placing your order for any changes or cancellations. After that, your order may already be in fulfillment. If that's the case, you're still welcome to return your item once it arrives for a full refund.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, AMEX), Shop Pay, and PayPal.
When will my order be processed?
Orders are processed Monday through Friday, usually within 1–3 business days. Processing times may be extended during peak seasons or holidays. Once shipped, you'll receive a tracking number by email.
How long will it take to receive my order?
Most orders arrive within 2–4 weeks, depending on your location and the product. Some items may arrive separately if shipped from different suppliers.
What if I don't receive my order?
If your order hasn’t arrived within 30 days of shipment, please reach out — you're eligible for a full refund or reshipment.
Will I be charged customs or import taxes?
Prices shown on our site are in CAD or USD (based on your location) and are tax-free unless stated otherwise. Depending on your country, customs fees or import taxes may apply once the item arrives. These are the buyer’s responsibility. For more information, please contact your local customs office.
How do I return an item?
Email us at support@brokenopen.ca with your order number and the reason for return. We’ll send you detailed return instructions. Items must be unused, in original condition, and returned within 30 days of delivery.
What if the item I received is damaged or incorrect?
We’re so sorry. Please contact us right away with your order number and photos of the damaged or incorrect item. We’ll make it right as quickly as possible.
When will I receive my refund?
Refunds are processed to your original form of payment. Credit or debit card refunds typically take 7–10 business days to appear, depending on your card issuer. If you haven’t seen your refund after 10 days, please contact your bank or card company first before reaching back out to us.