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 $59 (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 three delivery methods:

• FedEx (for major cities only)
• Canada Post 
• Pick-up from Warehouse 

For the FedEx 1-3 Day (to Major Cities Only) or Expedited Canada Post, 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. Some packages may be too heavy and/or bulky for us to ship, and shipping costs may vary depending on size/weight/destination of shipment, which may exceed or be close to the order total, in which case we would not be able to cover the costs, and will reach out to you to provide alternative shipping options. Availability may fluctuate over time based on city or region availability.

 

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 Fedex Express Saver	3-6 Business Days 2-3 Business Days  2-4 Business Days
YT, NT, NU, NL, 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, NL and affected by extreme weather conditions/impacted and/or spoiled due to long transit times to these locations cannot be refunded. 

Orders placed for pick-up can be collected from our location at 3650 Odyssey Drive, Unit 1, Mississauga, ON, L5M0Y9, between the hours of 7am - 5pm, Monday - Friday. You will receive an email from customer service once your order is ready for pick-up! Orders placed for pick-up will be held at the warehouse for 7 business days. Should you require additional time / extra accommodations, please let our customer service team know so that they may advise our warehouse accordingly. Please also be mindful of any temperature sensitive items in your order (should this be applicable) when requesting additional time for pick-up as orders are prepared when you are emailed by our customer service team. They will contact you once your order is ready for pick-up and send a reminder email after 5 business days. Should there be no contact / follow up / no pick-up after 7 business days, the order will be canceled and returned to inventory. Any orders returned to inventory due to no pick-up / no follow up are subject to a $7 restocking / handling fee. Please bring a piece of photo ID for pick-up. If you are sending someone on your behalf, please send them with the order confirmation email, so we can confirm who they are picking up for! Kindly allow at least 2 hours before pick-up for your order to be processed. 

 

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 / Parcels

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. 

Once a parcel is considered safely delivered by the courier, the responsibility for the package transfers to the customer. Parcels which are delivered safely, and are stolen after, are not eligible for reimbursement through our claims process. At that point, you will be limited to the eligibility for reimbursement based on the courier’s claims process, which we will be happy to assist you with.

 

Returns and Refunds 

We accept all returns on applicable products within 14 days from shipping date. Returned products should be shipped to 3650 Odyssey Drive Unit 1, Mississauga, Ontario L5N 0Y9. 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. 

All returns must be approved by customer service via email before sending them back to us. If you have any issues with your order, please contact our customer support team at info@naturamarket.ca. 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 the exception of snack items (chips, crackers, puffs) and refrigerated items with no less than 15 days remaining. If our team missed a date, please contact us and we will be happy to address this for you. Do not dispose of the product before the issue is resolved. 

 

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.