General Questions

What is your return policy?

Unfortunately, we do not accept returns or exchanges on items purchased. We cannot accept returns on food products (extracts and teas included) that have been shipped to a customer. This would violate all health and safety regulations and for sanitary reasons. Once an item has shipped, it cannot be returned to us.

Where do I leave a review?

We love reading your reviews. Please email us at support@naturalhealthmarket.ca and let us know what you think about our products.

Why was I charged HST on a consumable product?

Taxes are charged in accordance with your province / territory, and the applicable tax rates on each product.

Why can’t I reach you over the phone?

The best way to contact us is via email at support@naturalhealthmarket.ca. Our emails are monitored frequently.

Do you charge in CAD or USD?

We are a Canadian company and all of our prices are displayed and processed in CAD.

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. Purchases are done via Paypal, or with your card through our secure external processing company.

I’ve already submitted an order. Can I change my order or add an item to my existing order?

Unfortunately, we cannot add items to an existing order as we do not store your credit card information and are unable to charge your card for an additional amount. It would have to go on a new order.

What is the expiry date on your herbal blends and extracts?

Our herbal blends don’t expire, however they are freshest within the first 24 months of receiving your order.

Checkout Questions

Why is my credit card being declined? There are no issues with my card.

The card is not going through due a discrepancy between your billing address and the address your bank has on file for this card. Please make sure you have the correct billing address, which is exactly as it appears on your credit card statement.

Please note that you may see a pending amount on your card. It has not been charged twice. The transaction that happened is not an actual charge but a pre-authorization from a failed payment attempt due to incorrect billing address. This is out of our control, but don’t worry! It will automatically drop within 3-5 business days, depending on your bank. 

I cannot checkout, can I call and pay over the phone instead?

Please connect our customer service team at support@naturalhealthmarket.ca if you are having any issues checking out.

Do you accept pre-paid credit cards?

Since there is no address associated with these cards, they usually will not work. You should attach the cards to your Paypal account, and try purchasing using Paypal.

Can I use my American (or other non-Canadian) credit card on your website?

Since there isn’t an option to enter a non-Canadian country as a billing address, they won’t work directly. Please create a Paypal account, add your non-Canadian credit card, and check out using this option.

Shipping and Delivery Questions

How is shipping determined?

Shipping is based on weight and postal code. All shipments are quoted differently based on what is ordered and which carrier has the lowest price. Natural Health Market receives quotes from over 10 common carriers to offer you the best rate.

Where can I pick this up?

4 – 4161 Morris Drive, Burlington, Ontario.

What to do if my shipment is delivered damaged?

To submit a damage claim, photos of the damaged product(s) will be required. 

The customer has the right to refuse the shipment based on damaged goods and must make Natural Health Market aware prior to any new shipment being sent. 

How do I change or cancel my order?

If your order has not shipped, you must contact us via email at support@naturalhealthmarket.ca to cancel your order.

How fast does my order ship?

All orders are processed within 1 to 3 business days (excluding weekends and holidays).

My item was stolen, how can I get a refund?

We are not responsible for lost or stolen items. All our shipments are sent using carriers with added insurance. If your package was stolen or not received, a claim must be filed with the carrier to report the issue. The carrier will investigate the issue and address it accordingly.

Do you ship internationally?

At the moment, we only ship within Canada. Please visit our vendor websites to see if they are able to deliver to your country.

I made a mistake on my shipping address, but my order is shipped, what do I do?

Please send your order number, as well as full and exact mailing address ASAP to support@naturalhealthmarket.ca, and our customer service team will advise and assist further.

What happens if I am not at home to receive my order?

The courier may safe-drop your package, or they will leave a slip indicating the post office / station to pick it up from. Please pick up your order as soon as practicable. 

What happens if I don't receive my order?

Please double check that you imputted a unit number for your order if you leave in a condominum or apartment. contact us if your order isn't recieved. If your unit number wasn't inputted and we recieve the return, we are charged for the shipping and have to charge the customer a second freight charge if we attempt to reship the order. 

Do you deliver to a P.O. box?


Can I request a delivery time for my package?

We can’t control the exact time and date that the courier delivers. Please ensure you deliver to an address that you have access to easily. If you are not present at the time of delivery, it may be safe dropped, or a slip left for collection.

How soon can I expect my order to be shipped after placing it?

Our standard processing time for orders is 1 to 5 business days from the date of order placement. It's important to note that these processing days do not include the transit time it takes for your parcel to reach its destination. The processing time is dedicated to preparing and packaging your order to ensure it meets our quality standards before being handed over to the shipping carrier.

We appreciate your understanding and patience during this processing period. Once your order has been shipped, you will receive a confirmation email along with tracking information, allowing you to monitor the transit progress and estimated delivery date. If you have any specific concerns about the status of your order, please feel free to reach out to our customer support team, and we'll be happy to assist you.

What we I do if we receive a package marked undeliverable?

If we receive a package marked undeliverable, w will initiate an inquiry with the courier to determine the reason for the failed delivery.

What happens after you inquire with the courier?

Once we have received information from the courier regarding the reason for the failed delivery, we will proceed accordingly to resolve the issue.

Who is responsible for the shipping costs for reshipment?

If the reason for the package being deemed undeliverable is due to an incorrect address provided by the customer, the customer will be responsible for covering the shipping costs for the reshipment.

How will I know if I am responsible for the reshipment costs?

We will communicate with you directly regarding the outcome of the inquiry with the courier and any associated costs for reshipment.

Can I avoid reshipment costs in the future?

To minimize the risk of undeliverable packages and associated reshipment costs, please ensure that you provide accurate and complete shipping information when placing your order.

What if I have further questions or concerns about a package marked undeliverable?

If you have any additional questions or concerns regarding a package marked undeliverable, please don't hesitate to contact our customer service team. We're here to help resolve any issues and ensure you receive your order promptly.

Health Questions

Can I drink herbal teas while on medications?

Herbs can strongly affect the body. Some don't work well with prescription medicines. This is called a medicine interaction. We always recommend that you discuss these decisions with your healthcare provider.

Can I ingest the herbal extracts while on medications?

Herbal extracts can strongly affect the body. Some don't work well with prescription medicines. This is called a medicine interaction.We always recommend that you discuss these decisions with your healthcare provider.

Can I mix herbs with western medication?

It is generally not recommended to mix herbs with western medication without consulting with a healthcare professional. Some herbs may interact with certain medications and can cause negative side effects.

Are there any specific herbs that should not be mixed with western medication?

Some examples of herbs that should not be mixed with certain medications include St. John's Wort and antidepressants, ginkgo biloba and blood thinners, and garlic and blood pressure medication. However, this is not an exhaustive list and it is important to consult with a healthcare professional before mixing herbs with any medication.

Can I continue taking my medication while taking herbs?

It is important to consult with a healthcare professional before making any changes to your medication regimen. They will be able to advise you on whether it is safe to continue taking your medication while also taking herbs.

Can herbs be used as an alternative to western medication?

Herbs may be used as a complement to western medication, but they should not be considered a substitute without the guidance of a healthcare professional. Many herbs have medicinal properties, but they can also have side effects and may interact with other medications.

What should I do if I experience side effects or negative interactions while taking herbs and western medication?

If you experience any negative side effects or interactions while taking herbs and western medication, it is important to stop taking the herbs and consult with a healthcare professional immediately. They will be able to advise you on the appropriate course of action and determine if any changes need to be made to your medication regimen.

What is shilajit?

Shilajit is a blackish-brown mineral-rich substance that is found primarily in the Himalayan mountain range. It is believed to have been formed by the compression of plant matter over millions of years. It is commonly used in Ayurvedic medicine as a general tonic and for a variety of health conditions.

What are the benefits of shilajit?

Some potential benefits of shilajit include: increased energy and stamina, improved mental clarity and focus, support for healthy aging, improved digestion, and support for healthy immune function. However, it is important to note that more research is needed to confirm these potential benefits.

How should shilajit be used?

Shilajit is typically consumed in small amounts, usually in powder or capsule form. It is commonly added to warm water or milk and consumed as a tea. It is also used in traditional Ayurvedic medicine in various formulations such as with ghee and honey.

What are mineral dense powders?

Mineral dense powders are supplements that are made from concentrated sources of minerals, such as clay, ash, and algae. They are often used to support overall health and well-being.

What are the benefits of mineral dense powders?

Some potential benefits of mineral dense powders include: support for healthy bones and teeth, support for healthy digestion, and support for overall mineral balance in the body. However, it is important to note that more research is needed to confirm these potential benefits.

How should mineral dense powders be used?

Mineral dense powders are typically consumed in small amounts, usually in powder form. They can be added to water, juice, or smoothies. It is important to follow the recommended dosage on the product label and not to exceed the maximum daily intake.

Are there any precautions or side effects associated with the use of shilajit or mineral dense powders?

As with any supplement, it is important to speak with a healthcare professional before beginning to use shilajit or mineral dense powders, particularly if you have any pre-existing health conditions or are taking any medications. These products may have side effects or interact with other medications.

Pricing Policy Questions

Does our Canadian company offer price matching with American vendors?

No, our company does not have a price matching policy with our American vendors.

Why doesn't our Canadian company price match with American vendors?

The primary reason is that we do not always offer the same online sales and promotions as our vendors based in the United States.

What determines the pricing and promotions offered by our Canadian company?

Our pricing and promotional strategies are determined based on various factors, including market conditions, supply chain costs, local competition, and customer demand within the Canadian market.

Can customers expect the same prices and promotions as those offered by our American vendors?

While we strive to provide competitive pricing, we cannot
guarantee that our prices will always align with those offered by American
vendors. We operate independently and tailor our pricing to suit the Canadian market and its unique dynamics.

How can customers stay informed about our Canadian company's current sales and

To stay updated on our latest sales and promotions, we encourage
customers to visit our official website regularly. Additionally, subscribing to
our emails or following our social media channels can provide timely
information on exclusive offers and discounts.

Are there any advantages to purchasing from our Canadian company instead of American vendors?

Yes, there are several advantages to consider. By purchasing from
our Canadian company, customers can benefit from localized customer support, faster shipping within Canada, and potentially avoid import duties or customs fees associated with cross-border transactions.

Can customers negotiate prices or request price matching on individual products?

While we do not offer price matching with our American vendors, customers can contact our customer support team to inquire about any ongoing promotions or
discounts that may be available for specific products. Our team will be happy to assist with any pricing-related queries.

How can customers provide feedback or suggest improvements regarding pricing and promotions?

We value our customers' feedback and suggestions. If you have
any recommendations or ideas regarding pricing and promotions, we encourage you to reach out to our customer support team or use our designated feedback
channels. Your input helps us enhance our offerings to better serve our Canadian customer base.