Pick Up Questions

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.

How does pick up work?

If you are within the GTA (Greater Toronto Area), there’s an option presented to you at check out under the Shipping section called “Pick up at warehouse” where your order will be prepared at the warehouse and set aside for you to retrieve! Pick up orders typically take 2 hours at the minimum to prepare, or a maximum of 1 business day. You will be notified by our customer service team once your order is ready for pick up!

What days can I go to pick up my order?

Our pickup hours are between Monday to Friday: 7am to 5pm. This does not include any holidays/weekends. Our customer service will email you to advise of any closures so you know which days you can pick up your order!

What is a Loyalty Card?

We have recently introduced an In Person Pick Up Loyalty Card Program, wherein you’re able to get a stamp for every order over $25 (after any discounts/coupons/Natura Cash/gift cards used) on a Loyalty Card. This card has 10 stamps that will get stamped each time you pick up a $25+ order at our warehouse. Once you pick up 5 eligible orders, you can redeem the card and get a $10 gift card, and once 5 more eligible orders are picked up, get another $10 gift card. Or, if you complete the full card with all 10 stamps without redeeming the 5th stamp, you get a $25 gift card!

Can I earn a stamp on previous orders/if I forget my Loyalty Card the next time I pick up?

Unfortunately, no. Previous purchases that have been picked up would not be eligible for a stamp. If you do not have your card at the time of pick up, we would not be able to provide a stamp next time, so make sure you don’t forget it when you come to pick up!

What happens if I lose my Loyalty Card?

If you lose your card, we’ll give you new one, however, any stamps earned on the lost card are not transferrable, and cards are not stackable/mergeable (ie; if you find your old card and it has 3 stamps, and your new card has 2 stamps, they cannot be merged).

Can someone pick up on my behalf?

Of course! So long as the person has your order information for verification, they can pick it up for you. It would be best to contact our customer service team so that they can advise our warehouse as well just in case! Please note however if they do not have your Loyalty card when they come to pick up your order, we would not be able to provide a stamp retroactively.