General Questions

What is my order status?
We ship your order in 1-2 business days, but it may take 2-3 business days during peak periods and sales, or if we are waiting for an item to arrive.
Do you have a physical store / Where are you located?
We do not have an in-person location, and ship to the convenience of your house ($59 for free shipping!) from our online store! We do also offer a pickup option, if you are within the GTA (Select Pickup at checkout, from 7am - 5pm Monday - Friday!)
Can I pick up my order from your warehouse?
Yes! If you are in pickup range (the GTA), you can select the Pickup option at checkout! Except for holidays we are open for pickup 7am - 5pm Monday - Friday! You will receive an email once it is ready for pickup.
Where do I leave a review?
Please click on the link in the review email received, sign in, and scroll to the bottom of each product page for the review section!
What coupon codes do you have?
Coupon codes / other sale and promotional offers are sent out often through our newsletter emails, which you can subscribe to at the bottom of our website!
Why was I charged HST on a food product?
Taxes are charged in accordance with your province / territory, and the applicable tax rates on each product.
What is your phone number?
You can find our phone number at the bottom of any of your order or shipping info emails, as this is meant for existing customers. It is for voicemails only - our customer satisfaction team cannot make outgoing calls, but will answer by email!
Why can’t I reach you over the phone?
Our customer phone line is for leaving voicemails, which would be answered by email by our customer satisfaction team. However the best way to contact us is via email, at!
I cannot log in / reset my password, what should I do?
Below the login field, there is a Forget My Password button. After entering your email address, you would receive a password recovery email. Please exit out of all windows before resetting.
I have not received my order confirmation, where is it?
Please double check the spelling of the email you used to create the account, or check your junk / spam folder. Otherwise, you can contact customer service at!
My Tracking Number is not showing any update, is it invalid?
Please allow the shipping company some time to update the information on their website. Normally the status changes within 24 hours after the pickup, once they scan it into their system. The tracking number is not active now as there has been no status change since the parcel was picked up. Please try again later.
Can I be unsubscribed from your emails?
To unsubscribe from our newsletters please click Unsubscribe button at the bottom of any newsletter. If you do not see the button, try another web browser. We cannot, unfortunately, unsubscribe you from system generated emails following your order delivery as they are directly related to your purchase. Please simply disregard Review requests if you do not wish to share your feedback with other customers.
Do you charge in CAD or USD?
We are a 100% Canadian company and all prices displayed on the website are in CAD.
What is Natura Cash / How do I earn it?
Natura Cash is a store credit system, not a cash back program, thus you do not accrue a balance for placing an order. Some products are sold with a special Natura Cash reward offer on a promotional promotion. Occasionally, there would also be other ways to earn Natura Cash, such as reviewing the purchased products, for example. Please subsribe to our newsletter and stay tuned.
Is your website secure / Is my credit card safe?
We do not store credit card information on the website, and information is encrypted when going between our website and your internet browser via an SSL Certificate. Purchases are done via Paypal, or with your card through our secure external processing company!
I’ve already submitted my order. Can I add an item to my existing order?
We cannot, unfortunately, add items to an existing order as we do not store your credit information and are unable to charge your card for an additional amount. It would have to go on your next order.
Please, mind that only logged in users can submit questions