Shipping & Returns

DISCLAIMER

When purchasing products without a prescription, it's important to remember that these have not been prescribed by a naturopathic doctor and should not be considered a substitute for naturopathic medical care.

SHIPPING

We currently ship all orders within Canada through reliable shipping providers such as Canada Post or UPS courier. Regrettably, we are unable to offer shipping services to the United States or internationally at this time. We apologize for any inconvenience this may cause.

We are pleased to offer free local delivery and standard shipping within Canada for orders exceeding $150 (before tax). Please note that this offer excludes gift certificates and service packages. Shipping times typically range from 2 to 10 business days, depending on factors such as product availability, regional or national delivery, remote addresses, and holidays.

We are committed to minimizing our environmental impact and adopting sustainable practices throughout our operations. As part of this commitment, we have chosen to ship our products using recycled boxes. We firmly believe that utilizing recycled packaging materials is a responsible choice that aligns with our values and contributes to a more sustainable future.  We recognize that many of our customers share our concern for the environment and actively seek out businesses that prioritize sustainability. By shipping our products in recycled boxes, we demonstrate our commitment to eco-conscious practices and provide our customers with an environmentally friendly option. This resonates with like-minded individuals who value sustainable choices and strengthens their trust in our brand.

Please note that we do not ship back-ordered items. If any products are unavailable at the time of your shipment, we will promptly ship the available items and kindly invite you to consider re-ordering the out-of-stock items at a later time.

 

RETURNS POLICY

If you are not completely satisfied with any of our products, please inform us within 30 business days of your purchase. We will make every effort to assist you in determining the reason why the product is not meeting your expectations. Sometimes, product performance issues can arise due to unclear application instructions.

If, after consulting with us, you remain unsatisfied with the product and wish to return it, please follow the instructions provided below:

Products (excluding diffusers or other electronic items):

  • Returns require prior authorization.
  • All products must have their safety seals intact and containers should be free from markings.
  • To be eligible for a return, the item must be unused, in its original packaging, and returned to our clinic within 30 days from the date of purchase.
  • For web orders, original shipping charges are non-refundable, and a 10% restocking fee applies.
  • Return shipping arrangements are the responsibility of the customer.
  • Certain items cannot be returned, including food products and perishable goods such as refrigerated items or specific herbs.

Electronics (Diffusers):

  • All functioning used or opened electronic products can be returned within 30 days (with receipt) for a refund, exchange, or store credit, subject to a 10% restocking fee. Please note that this fee accounts for our inability to return the product to our supplier for a full refund or resell it at the original price.
  • All non-functioning (defective) used electronic products can be returned within the warranty period (which varies by product) with receipt for a full refund, exchange, or store credit.
  • All returned electronics are tested in-store before processing a return or exchange.

Service Packages (including Bioidentical Hormone Replacement Therapy - BHRT):

  • Service packages, including BHRT programs, are non-refundable once payment has been made.
  • This policy applies in all circumstances, including voluntary discontinuation.
  • In rare cases where services or products were paid for but not provided due to extraordinary circumstances or errors on our part, we may issue a refund or provide compensation at our discretion. Any such exceptions will be considered on a case-by-case basis.

Shipping Errors on Our Part:

  • In the event of an error on our end with shipping, such as sending the wrong product or incorrect packaging, we will provide a full refund (including shipping or delivery charges) once we receive the returned order.

Return of Unclaimed Parcels:

  • If an order is returned to us due to non-pickup by the customer, we will refund the order cost in Canadian dollars, excluding shipping charges. Please contact us in such cases to resolve the matter. We are happy to re-send the parcel to you, and additional shipping charges will apply.

We value your satisfaction and aim to address any concerns you may have regarding our products and services. Feel free to reach out to us for further assistance or clarification.

Thank you for your understanding and cooperation.