Below are some common customer FAQs, but if you still have questions please contact our Customer Support Team at 1.885.830.4961 or customerservice@avariahb.com.
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.
We are no longer sending printed invoices with orders, in an effort to reduce our paper usage and digitize our processes. You can review your order in the order confirmation email or shipping confirmation email. Alternatively, if you have an account with Kalaya, you can review your order history by logging into your account and selecting 'Your Account'.
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!
Unfortunately, we are unable to change an order after it has been placed. If you require it, please visit our Return Policy.
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 economy shipping is available. This includes handling and is available to customers in the U.S. only, excluding Hawaii, Alaska, Puerto Rico, and the U.S. Territories. With free economy shipping, your parcel will arrive approximately within 3 to 8 business days. Shipments are sent via UPS.

For orders under $50.00, economy shipping is available for a flat rate shipping cost of $6.99. This includes handling and is available to customers in the U.S. only, excluding Hawaii, Alaska, Puerto Rico, and the U.S. Territories. With flat rate economy shipping, your parcel will arrive approximately within 3 to 8 business days. Shipments are sent via UPS.

Standard shipping is available to all orders for a flat rate shipping cost of $9.99. This includes handling and is available to customers in the U.S. only, excluding Hawaii, Alaska, Puerto Rico, and the U.S. Territories. With standard shipping, your parcel will arrive within 2 to 5 business days. Shipments are sent via UPS.
This will largely depend on the shipping method you select, however we do try to get our products to you as quickly as possible. Our warehouse guarantees a 24 hours order fulfillment turnaround, and our shipping options vary from 2 to 8 business days in transit.

All orders placed will receive a tracking number so that you may monitor your order shipment.
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.
You have 30 days after receiving your order to decide if you want to keep or return your items. Returned items will be credited back to you for the full amount of the purchase price per each purchased product in your original form of payment or in store credit, offered through a gift card.

Message us through our Contact Page or email us at customerservice@avariahb.com to let us know which products you would like to return, and why. A team member will get in touch to confirm the return, and then a refund will be issued upon the products return to the warehouse.

When returning an item, you are responsible for the cost of return shipping, and must provide a tracking number to a Customer Service representative. Original shipping charges will not be credited or refunded when returning items. To qualify for a refund, all items must be in the same condition in which you received them (sealed packaging without interference).

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, email customerservice@avariahb.com, or simply dial into our helpful Customer Service desk at 1.855.830.4961 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.

Package the item(s) in a way to ensure they arrive in the same condition you received them in. Be sure to include a note stating "Return of Order Number ___" inside the outer package.

Please send returned items to:
Rakuten Super Logistics
Attn. Avaria Health & Beauty Corp.
325 Lasley Avenue
Hanover Township PA 18706 USA

Keep a record of the tracking number and share it with your Customer Service Representative.
Unfortunately, at this time, we do not offer shipping to Hawaii, Alaska, Puerto Rico, or the U.S. Territories. However, we are working to be able to offer this service in the future.
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.com 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.
Our products are researched, formulated and manufactured in Canada, and therefore we can offer a wider range of our product line within Canada. However, as we grow, we are working to make more products available to our increasing U.S. customer demand.
Unfortunately, our Canadian website does not ship to U.S. addresses at this time. If there is a specific product you are hoping to become available on our U.S. website, please feel free to reach out to us through email or on social media.
As a Canadian company, we do not charge U.S. federal or state tax on our U.S. website. If you’re shopping within the U.S., it is your responsibility to self-assess your specific tax payable when you file your state return each year.

If you’re shopping within Canada, please shop on our Canadian site, www.Kalaya.ca.
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