Payment Disputes & Chargebacks
Payment Disputes & Chargebacks
Last updated: 19 October 2026
Something wrong with an order placed at www.ca-celestialguild.com? Parcel not received, item damaged or incorrect, a duplicate charge or a refund that hasn't arrived: this page explains how to tell us and what your options are. In most cases a simple email sorts it out within a few days.
1. Contact our customer service first
Email contact@ca-celestialguild.com or use our contact form, and include:
- your order number and the name used on the order;
- the order date and, where relevant, the amount charged;
- a description of the problem and, for a damaged or incorrect item, clear photos of the item and its packaging.
Our team answers every email, Monday to Friday, 9:00–17:00 (Eastern Time). We will never ask for your card details by email.
2. What we do
- Parcel not received: we open an investigation with the carrier; if the parcel is confirmed lost, we send a replacement or issue a full refund, whichever you prefer.
- Damaged or defective item: replacement or full refund, with return shipping at our expense.
- Item not as described or incorrect: we send the correct item or issue a full refund, with return shipping at our expense.
- Duplicate or incorrect charge: we check the payment and refund any amount charged in error to your original payment method.
Refunds go back to your original payment method and, depending on your bank, usually appear within 5–10 business days.
3. Your rights with your bank or card issuer
You can contact your bank or card issuer at any time to dispute a charge (a chargeback). Contacting us first does not affect that right or the time limits your card issuer applies. If you do open a dispute, please let us know so that we can send your card issuer the details of your order.
This page does not affect your rights under applicable Canadian consumer protection laws. See also our Return Policy and Shipping Policy.
