Shipping policy

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.

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 imputed a unit number for your order if you live in a condominium or apartment. contact us if your order isn't received. If your unit number wasn't inputted and we receive 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?

Yes.

Why is there a shipping fee for PO Box addresses?

We’re happy to ship to PO Box addresses!

However, due to the unique requirements of PO Box deliveries, a flat shipping fee of $25 applies to all PO Box orders, including those that would otherwise qualify for free shipping.

Here’s why: PO Box shipments require specialized packaging that’s significantly smaller and more expensive than our standard shipping boxes. Additionally, PO Box deliveries must be dropped off directly at the post office rather than picked up by our regular courier, which adds extra time and logistics to the fulfillment process.

We’ve kept this fee as low as possible to cover these additional costs while ensuring your order arrives safely. If you’d prefer to avoid the PO Box fee, we can ship to your home address, workplace, or any other street address where you can receive packages—this way you can take advantage of our free shipping on orders $150+.

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 do I do if we receive a package marked undeliverable?

If we receive a package marked undeliverable, we 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.