SOTERIA

WHY CHOOSE US? Our mission statement is committed to developing premium personal care products for both the individual and family. Our focus on quality, innovation, convenience, and customer satisfaction demonstrates our focus in maintaining our market leadership. Soteria views each day, each challenge, as an opportunity to learn and build strong customer, partner and employee relationships. Soteria strives for success on all levels. Company Information: Empire Emports Inc. is a privately held Canadian manufacturer and distributor of consumer health and beauty products. Soteria products are developed and manufactured to ensure the highest levels of quality for our valued customers. Soteria offers a wide range of private label and wholesale opportunities and is pleased to partner with progressive companies. Soteria is based in Toronto, Canada with distribution channels throughout North America and abroad. For more information, visit www.empireemports.com

Shipping Most orders will ship the same day if the order is received before Noon local time during the weekday (Monday - Friday), and the product is in stock. We do carry a large inventory but occasionally, we do have products on back order. Orders will ship with Back Orders unless you request that they ship complete. Empire Emports measures products in CM and weighs them in KG. Custom orders may have a longer delivery time. Our standard method of shipping is Expedited Canada Post to keep shipping costs as low as possible. However, we can also ship via: XPRESSPOST (higher costs than Expedited, but a little faster) UPS (more expensive than Express, but a little faster delivery) PUROLATOR (about the same costs as UPS) We can also ship orders using your organization's courier account. Please inform the sales staff if you require faster delivery, a different delivery option, or your own courier account, otherwise, the order will be shipped Expedited Canada Post. We receive an estimate from Canada Post and Purolator on how much it will cost to ship and an estimated delivery date to your destination. This is based on the physical or dimensional weight of the product(s). Delivery dates can be extended depending on stock levels and issues outside of our control. While we strive to ensure that the shipping charged on our website is accurate, in the case of an error, we reserve the right to alter the shipping cost as required. We will contact you if there is an error and see if you would prefer to change the shipping option. If no other shipping options are available, we will need to collect payment information to cover the excess cost in order for the order to be shipped. For shipping options that do not provide a tracking number (IE. shipped through letter mail). Empire Emports is not able to confirm delivery via these shipping options. If there is a claim that the order was not received, we will not be able to send out a replacement order or refund your purchase. International Shipments. We recommend using a service selection that provides a tracking number. Canada Post or Purolator may provide a shipping option that not provide a tracking number (usually the cheapest option). It is solely up to the customer to visit the Canada Post or Purolator web site to find out if the service option providing a quote will assign a tracking number. Empire Emports is not responsible for orders that are lost when a shipping option that cannot be tracked is selected. Damage During Shipping Empire Emports inspects packaging and contents before an order leaves our warehouse. Unfortunately, from time to time, a package may arrive damaged. We must advise that if this does occur, please refuse the package delivery. If the damaged package is received by the receiving party, we regret to inform that we are unable to accept a return on this product or provide a refund. By receiving the item, Empire Emports Inc. is unable to claim that item from the respective delivery company. Items Not Delivered We are not in the business of shipping. This is up to the courier that you select to have your order shipped to your shipping address. If you do not receive your order, we will track the shipment to determine its status. If the shipment shows that it has not been delivered and there is a large amount of time since the last update or it is past the estimated delivery date, if requested and if available, we will submit a trace to be put on the package to find out what has happened. If the courier determines the package lost, we will replace the order at no charge to you. In the case where the package shows delivered and you have not received it, if requested and if the option is available, we will put a trace on the package. However, when the package shows delivered, the courier will just confirm that it was delivered. In this case, the order will have to be replaced at your cost, but we will cover the shipping charges. The shipping charges will be the exact service and courier that you selected originally during your order. If items were not received because the incorrect address was entered under the Shipping Address. If this occurs, and Canada Post was chosen as a shipping option, we are unable to call Canada Post to reroute the package. We will need to wait for it to be returned to Empire Emports. Once it has been received back, we will reship your order. When the error is not due to Empire Emports, you will be responsible for the return shipping charges and the new shipping charges to resend the package(s) back out to you. If Purolator was selected, there is a chance that we may be able to have the package rerouted. If this is not possible, you will be responsible for any return shipping charges billed to Empire Emports on top of the shipping charges to send the package(s) back out to you.

Returns & Exchanges ALL RETURNS & EXCHANGES require an RMA to be completed. The RMA needs to be completed by you on our website - Returns is found under Customer Service at the bottom of our website. You must be signed into your online account, if you do not have one - please create one. This needs to be done to be able to submit an RMA. Please enter the product details of the item you wish to return. Remember to let us know what needs to be done in the Return Details. Refund, Exchange, etc. Also take the time to let us know why this return is occurring. Refunds processed will be for the product(s) only, outgoing shipping charges will not be refunded. Failure to complete any of these requirements will slow the RMA approval process. Approved returns must have the RMA number on the shipping label, failure to do so may result in your return being refused at delivery. Returns that do not have RMA approval that are received will be charged a Restocking Fee of 20%. Custom orders are non-returnable. Empire Emports may require further clarification or information regarding the return before approving the RMA. This clarification and information may be required to complete the request. Our sales team can answer questions about the return process, but can not complete the return on your behalf. All products must be returned in the manufacturer's original packaging, clean and with a complete description of the problem and a copy of the original invoice. Items that have been worn, washed, used, mistreated or otherwise abused cannot be returned and may be mailed back to the customer. Items being returned for repair must be cleaned, disinfected and free of any potential health hazards prior to being shipped back. We repair most nylon/Cordura cases and bags from any manufacturer. Repair charges are based on the type of damage and repairs required. NOTE: For warranty repair on some products, you may be required to send the product back to the original manufacturer. In most cases, custom orders are non-refundable. However, a Restocking Fee of 20% is applied to custom orders or special orders being returned that we have approved in certain circumstances. We reserve the right to apply a restocking fee on returns that exceed the standard 30-day return policy and inspect the product for damages, use prior to return, missing parts, etc. There are no refunds outside of 30 days from purchase date. Exchanges that are not due to workmanship will not be accepted outside of 30 days. All return shipments are pre-paid by the customer and we will not reimburse those shipping charges. If the exchange/return is at the fault of Empire Emports, it will be our discretion to reimburse for reasonable shipping charges. Absolutely no returns will be accepted COD and will be returned the customer. We do recommend a courier, like Canada Post, where a tracking number is provided. It is the customers' responsibility to ensure the return in case it is lost in transit. Empire Emports is not responsible for lost packages by the mail/courier company. In the case of exchanges were Empire Emports did not commit an error with the order, shipping of the exchanged product(s) is to be paid by the customer. Due to health concerns and the possible risk of cross-contamination of infectious diseases, products used for medical diagnostics and testing may be non-returnable. Certain clothing, like undergarments, are also non-returnable. Please complete an RMA request to see if the product can be returned. In order to avoid delays with your RMA request, if you have spam control with your email application, please add sales@empireemports.com, orders@empireemports.com and customerservice@empireemports.com to your safe list. Empire Emports is not responsible for any delays if the RMA emails are not received. Once an RMA is approved, please ship your item(s) to us within 30 days of the RMA being approved to the address below. RMA's are cancelled after 30 days of inactivity and you will need to obtain another RMA to process the return. IMPORTANT: Ensure you put your RMA # on the shipping label. Your item(s) may be returned to you if this is not present. The time frame to complete the return process comes down to how long it takes to receive the product back from you. Refunds are processed within 5-7 days of receiving the product back. Exchanges are usually handled on the day they are received, stock permitting. We do not price match or offer price protection on items that may subsequently go on sale. Return Address Empire Emports Inc. Attn: Returns - {Your RMA Number} 6505 Vipond Drive, Mississauga, ON, L5T 1J9 Note: Once product is shipped back, please send an email to sales@empireemports.com containing the RMA as the subject and in the message body, the courier service used and the tracking number.