We’re here to make your favourite health & wellness products accessible across Canada. Below, you’ll find everything you need to know about shipping and pickup options in your region, and our return, refund, and damage policies.

Shipping & Delivery

• We ship to all Canadian provinces and territories.
• Eligible orders over $59 (before tax, after discounts) qualify for free shipping. Some remote areas may be subject to additional fees, including orders with heavy items.
• Shipping fees are calculated at checkout based on destination and weight.
• Orders are typically processed within 1–2 business days (excluding weekends/holidays), with a minimum of 3–5 days during high volume periods or supply delays. 
• You’ll receive a tracking number once your order ships via Shipping Confirmation email.
• P.O. Boxes are supported in select areas only and may be subject to additional shipping charges.

Shipping by Region

Here is a breakdown of shipping details by region.

Region	Shipping Details
ON, QC	Free Shipping over $59 (before taxes & fees), estimated delivery time same-day to 2 days*
AB, BC, MB, SK	Free Shipping over $59 (before taxes & fees), estimated delivery time 2 to 6 days* delivery times may vary by location.
NB, NS, PEI	Free Shipping over $59 (before taxes & fees), estimated delivery time 3 to 7 days*, some delays possible during peak seasons.**
NL, YT, NT, NU	Free Shipping over $59 (before taxes & fees), estimated delivery time 5 to 10 days*. Additional fees may apply in remote areas. While we do our best to deliver promptly, delivery times aren't guaranteed, and we're unable to offer refunds for delays or spoilage in these regions.**  Frozen shipping restricted***

* Orders typically take 1 - 2 business days to process before they ship out – excluding weekends and holidays, and eligible same-day deliveries. However, we do reserve 2 to 3 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.
** Shipping Fees may vary depending on the extended location and weight applied to the order. The order may be denied at checkout if shipping is not available to the destination as per the courier.

*** Frozen items cannot be shipped to these territories and provinces.  Due to the lengthy delivery time, most frozen products are susceptible to damage in transit.

Local Pickup (Mississauga, Ontario)

Orders placed online for pick-up can be collected from our location at 3650 Odyssey Drive, Unit 1, Mississauga, ON L5M 0Y9, between the hours of 7 AM- 5 PM, Monday-Friday. Please be advised that pick up will not be available on statutory holidays and weekends, and any pick up orders unfulfilled will be available on the next business day.

For same-day pickup, the cut-off time for placing the order is 2 PM. Any orders that are submitted after this cutoff time will be prepared for the following business day. You will receive an email from our warehouse once your order is ready for pick-up! Orders placed for pick-up will be held at the warehouse for 5 business days. Should you require additional time, please let our customer service team know via [email protected] so that they may advise our warehouse accordingly!

Please note, extensions may not be done if your order contains perishable products. Should there NOT be any retrieval/follow-up for the package after 5 business days, the order will be cancelled and returned to inventory. Any orders returned to inventory due to no pick-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 an order confirmation email and advise our team accordingly, so we can confirm who they are picking up for.

Returns & Refunds

We accept returns within 14 days of the shipping date on eligible items. All items must be unopened, unused, and approved via email by our customer support team at [email protected]. Customers are responsible for return label costs, and products must be returned unopened and in the original condition*. If the item(s) arrived damaged or were sent in error, we may request a proof of receipt for the return label, and once the damage/error is confirmed at our warehouse, a refund for the item(s) and return label will be issued. 

Returns should be sent to: 3650 Odyssey Drive Unit 1, Mississauga, ON L5M 0Y9

NaturaMarket.ca doesn't accept the following Non-Returnable Items:

• Any open items
• All grocery and food products
• Health and personal care items
• Baby care products
• Refrigerated & frozen items

*There will NOT be any exceptions for product taste/odour preference on opened products, as we do not retain a satisfaction guaranteed policy. 

Product Freshness Guarantee

At Natura Market, we are committed to delivering fresh, high-quality products. To ensure you receive items with an acceptable shelf life, we follow these minimum freshness standards when shipping your order:

Minimum Shelf Life at Time of Shipping

• General Products: Shipped with at least 30 days remaining before the best-before date.
  
  
• Breads, Buns, Wraps, Tortillas, Chips, Puffs, Non-Seed/Nut Snacks, Cookies, and Crackers: Shipped with at least 15 days remaining.
  
  
• Select* Refrigerated and Frozen Items: Shipped with at least 7 days remaining.*Please See Product Disclaimer

These timelines are based on typical shelf life received from manufacturers and account for extended transit times from our suppliers to us, and then to you. If any item in your order arrives outside of the guaranteed timeframe, please contact our customer support team immediately upon delivery so we can make it right.

We cannot, unfortunately, guarantee safe delivery of this product to provinces other than Ontario and Quebec. In the warmer months, we pack our chocolates with ice packs to help protect them from heat in transit. There is no way to completely protect chocolate containing/coated products from melting. If you live outside of ON or QC, please use your discretion if you still wish to order this product, as we would not be able to compensate you in case the product melts in transit.

The ice packs used produce condensation, which may get on the wrappers. The ice packs must touch the chocolate to be effective. It starts out frozen but will thaw in transit. It is not meant to arrive frozen, but to help keep chocolate cold for an extra day. We used food-safe ice packs, and the condensation is just water gathering from the environment. Your chocolates have an inner / foil wrapper, and the chocolates will be fine to eat. Please use your discretion if you still wish to order, as we would not be able to compensate you in the case that condensation gets on the wrappers

Damaged or Missing Items

Please inspect all items carefully upon delivery. Any product damages or missing items must be communicated to us within 48 hours after the parcel is delivered. A damaged product must be reported with a clear photo of the damage for a refund or store credit to be processed. Please contact our customer support team and send a clear photo of the contents of each product to [email protected] or by clicking Contact Us. Once we receive and review the email, we will inspect the product and issue a refund/credit as applicable. Please 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.

Delivery Instructions (Porch Piracy Prevention)

To ensure your order is successfully and safely delivered, please monitor the shipment with the tracking number provided in the Shipping Confirmation email. Should the delivery require specific instructions (ex., I will be unavailable from 2 PM - 4 PM,  Please leave the package with Concerige, Please ring doorbell/knock on door, Redirect to Post Office, etc.). Please contact us or send an email with your order number and the specific instructions for the courier to [email protected]. We strongly recommend making the appropriate arrangements for the shipment(s) to be retrieved upon delivery.

Once a parcel is considered safely delivered by the courier, the responsibility for the package transfers to the customer. Parcels that are considered stolen after delivery with proof/confirmation, will not be 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.

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 product to our warehouse (including return postage and handling).

• Incorrect / Incomplete / Undeliverable address
• No one is 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 credited. Should you reject the order, it will be refunded upon return only in the amount of its total, minus shipping fees, return costs as well as items damaged as a result of its return. 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.

Sold Out or Discontinued Items

Occasionally, an item sells out or may be backordered, 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 cannot offer retroactive refunds on shipping costs.

Still Have Questions?

We’re happy to help. Contact us at [email protected] or through the Contact Us page, and our support team will get back to you.