Naturamarket.ca Shipping & Returns Policy

NATURAMARKET.CA SHIPPING & RETURNS POLICY

 

Shipping Area and Rates

NaturaMarket.ca ships only within Canada and only to Canadian Provinces. Shipping rates are calculated in real time during checkout based on destination and weight of the package. International Shipping is not available at this time.

Free Shipping

Orders over $49 (before sales tax and after any promotion or discount) are eligible for free shipping.  YT, NT, NU, NL and Remote Areas are excluded from our free shipping program. We are sorry, we do not provide service to these areas at this moment. Should you place an order, we would not be, unfortunately, able to address any issues related to your order delivery or product spoilage related to weather conditions (such as freezing of liquids in the winter or melting of chocolate in the summer). All orders from excluded areas would be placed at customer's risk. Please note that your order may also be cancelled if we are unable to ship it. List of Remote Areas can be found HERE

Order Processing Times & Order Tracking

Once an order has been processed, we are unable to upgrade or change shipping methods. We are also unable to add a product, modify or cancel the items on your order once it has been confirmed.

Orders typically take 1-2 business days to process before they ship – excluding weekends and holidays. However, we do reserve 3 to 5 business days to fulfill your order in case any of the items are out of stock due to delayed shipments from our suppliers, or during busy seasons. You will receive an email confirmation with your order tracking number when your order ships. Please read the shipping notification email carefully. 

We currently use two delivery services – FedEx and Canada Post. For the FedEx 1-3 Day (to Major Cities Only) or Expedited Canada Post shipping option, we retain the discretion to choose the courier, based on a number of factors, including shipment size / weight, shipping distance, as well as available service within your area. Currently, FedEx service is only available for Major Cities, and cannot be used to ship to rural and remote areas, or Canada Post PO boxes.

Destination

Service Level

Delivery Speed

ON, QC

Canada Post Expedited

Canada Post Xpress

FedEx Express Saver

2-3 Business Days 

1-2 Business Days 

1 Business Days

All Provinces

Canada Post Expedited

Canada Post Xpress

Canada Post Regular

Fedex Express Saver

3-6 Business Days

2-3 Business Days 

4-9 Business Days

2-3 Business Days

YT, NT, NU, NF,

Remote Areas 

No Service 

Your order may be cancelled due to high shipping costs.

No food spoilage would be refunded or replaced 


Note that delivery date is always an estimate only, delivery times may vary depending on your location, weather conditions and other factors. It is a customer's responsibility to track the package and pick it up on time from the community box, at the door or Post Office, as your package may be delivered sooner than ETA and/or left at your door. Any spoilage of temperature sensitive products resulted due to prolonged pick up time will not be refunded. Products ordered and delivered to any remote location, YT, NT, NU, NF and affected by extreme weather conditions cannot be refunded.

Returned Parcels

If your order is returned to us for any of the following reasons we will refund your payment method for the product returned minus the original shipping fees and any additional fees incurred to return the products to our warehouse (including return postage, handling).

- Incorrect / Incomplete / Undeliverable address
- No one available to accept the delivery
- Order refused by the customer for any reason including damaged product/products

Please do not reject the whole order if it contains a damaged item. It will be re-shipped or refunded. Should you reject the order, it will be refunded upon return only in the amount of its total less the return shipping fee. 

Should any corrections need to be made to any incorrect shipping information at the fault of the customer, and delivery re-attempted, a standard fee of $14.50 + HST (as charged by the courier) will be added to your payment and charged to the method used for the purchase.

Damaged or Missing Products

Please inspect all items carefully upon delivery. Any product damages or missing items must be communicated to us within 24 hours after the parcel is delivered. A damaged product has to be returned to us in order for a refund to be processed. Please contact customer support to request a return label. Once received, we will inspect the product and issue a refund as applicable. In some cases, a photo confirmation may be requested instead, if a product is damaged severely and cannot be shipped back. Please send a clear photo of the contents of each product to info@naturamarket.ca. DO NOT DISPOSE / CONSUME of the damaged product before the issue with it is resolved. Note, that if the product is not available, we will not be able to offer a refund/credit or re-ship it.

Returns and Refunds 

We accept all returns on applicable products within 15 days from shipping date. Returned products should be shipped to 7075 Edwards Blvd Unit 4, Mississauga, Ontario L5S1Z2. NaturaMarket.ca will ONLY pay for a return label if a product arrived damaged or was shipped in error. Otherwise, the customer is responsible for the shipping costs. We recommend consulting with us prior to shipping back any products and getting a tracking number for your return so you can follow its arrival back to us. Please note that a product is required to be returned in order for a refund to be issued. Sometimes we might be able to issue a refund based on a photo confirmation of a product damage.

NaturaMarket.ca doesn't accept returns of the following items:

  • Any opened items
  • All grocery and food products
  • Health and personal care items
  • Baby care products

We guarantee that we will not ship any product with less than 30 days remaining before its best before date, with an exception of chips, puffs, cookies and crackers that will be shipped out with no less than 15 days remaining.

Sold Out or Discontinued Items

Occasionally an item sells out or may be back ordered and we may need to issue a refund or cancel your order. Once your order is shipped, you will receive a Credit Memo confirming the refund. Thus, your credit card will not be charged for sold out or discontinued items. Note that we are not responsible for any out of stock items and cannot guarantee product availability on the website at all times. If an item comes back in stock after your order was placed and shipped we will not be able to honour any shipping fee refund requests.