FAQ

Here are the answers to many common questons we are asked:

Important Shipping Information

What forms of payment do you accept?

Pricing Policy

What is your refund policy?

How do I track my order?

Why should I NOT choose “Expedited US Commercial/Business” shipping method?

When will I receive my order?

How will my order be shipped to me?

Do you provide insurance? What if I have to file a claim for lost or damaged parcels?

Do you ship world wide?

Is there a handling fee?

Important Shipping Information

1. The parcel is the responsibility of the client once we have placed it into the care of the carrier which the client has chosen. Please note that actual delivery time may be longer if the package is held at customs.  In the event that the package does not arrive within Canada Post standards (note that orders shipped outside of Canada will not have guaranteed delivery standards) please contact us and we will assist in filing a claim through Canada Post for you.  Please note: You are responsible for importation of your order. We cannot be held responsible for returned, damaged or destroyed packages by customs. Please make sure you know your regulations for importation into your country or region. There may be additional delays of your shipment due to customs.

2. Please click HERE for Canada Post Delivery Standards.  HERE for Delivery Standard Updates.

3. Please allow 1-2 business days (up to 2 weeks for specialty compounded products such as Visorb-PS) for order processing prior to shipping; shipping fees quoted by Canada Post’s system is a quote only; you will be notified should there be a discrepancy prior to the shipment of your order.

4. We reserve the right to charge a professional fee for advice on specialty items such as Natural Medicine and Veterinary Supplies, and for designing programs. This fee will appear as “Dispensing/Program Fee” on your receipt.

5. Please note that Canada Post will not allow us to remove the “Expedited US Commercial” or “Expedited US Business” shipping option, even though they will not allow us to ship via that method. Please do not choose this shipping option. See the “Why should I NOT choose “Expedited US Commercial/Business” shipping method?” FAQ for more information.

6. Prices are being updated online as they are changed in-store, and can change without notice. See the “Pricing policy” FAQ for more information.

7. All prices are in $CAD and all quantities are in singles unless indicated.  Prices may be subject to change without notice.  See the “Pricing policy” FAQ for more information.

What forms of payment do you accept?

We accept the following methods of payment:
1. VISA

2. MasterCard

3. Money Orders

Pricing Policy

Prices are being updated on our website as they are changed in-store, and can change without notice. Specials price is in effect while deal quantities last. In the event of discrepancies between prices posted online and in-store, we will contact you prior to processing your order.

What is your refund policy?

Authorization will be granted for products returned to us at the address below in its original packaging and condition.

Returns must be received within 30 days of original shipment, excluding homeopathics, pesticides, batteries, film, and books, which are not returnable.

There will be a restocking fee of 20% on all items returned after 30 days. Exceptions to this policy are granted for those products which are 100% money back guaranteed.

Unfortunately we cannot refund shipping charges.

Please also feel free to contact us regarding your order.

How do I track my order?

The parcel is the responsibility of the client once we have placed it into the care of the carrier which the client has chosen. However, if the client has chosen a method of shipping that has tracking capability, then we will be able to provide you with a tracking number for your shipment.

To track your order, click here. Please have your Canada Post order item number ready.

Why should I NOT choose “Expedited US Commercial/Business” shipping method?

Although “Expedited US Commercial” or “Expedited US Business” is sometimes listed as a shipping option, Canada Post will not allow us to ship via this method. There is also a likelihood of customs and/or brokerage fees associated with this shipping method which would be the responsibility of the customer as per our usual shipping policies. Canada Post however, is unable to remove this option from our website! To ensure smooth processing of your order, please do not choose this method of shipping.

When will I receive my order?

Please allow 1-2 business days for the processing of your order prior to shipping out. Should there be any issues with your order (i.e. shortage of stock) you will receive follow-up contact via e-mail.

Within Canada:
The following table is a guideline of the standard delivery times via Canada Post within Canada.

Locally Regionally Nationally*
Regular Parcel 4 buisness days 5-7 business days 6-12 business days
Expedited 2 business days 2-4 business days 3-7 business days
Xpresspost Next business days Next business day 3 business days
Priority Courier Noon next business day Noon next business day 2 business days

*between major Canadia cities

Please note: Delivery Standards are subject to change without notice. Canada Post does not count the day the package was received by them as a day.  Canada Post Delivery Standards can also be found HERE, and updates to these standards HERE.

To track your package, click here. Please have your Canada Post order item number ready. This number will be provided if you have chosen a method of shipping that has tracking capability.  If you feel you should have tracking capability for your order but you did not receive a tracking reference number from us, please Contact Us.

***The parcel is the responsibility of the client once we have placed it into the care of the carrier which the client has chosen.

To the U.S.A.:
Canada Post Delivery Standards:

Click HERE for standards via Xpresspost U.S.A.
Click HERE for standards via Expedited Parcel
Click HERE for standards via Small Packets – U.S.A.
Click HERE
  for standards via Purolator International

Please note: Canada Post does not count the day the package was received by them as a day.  Canada Post Delivery Standards can also be found HERE, and updates to these standards HERE.

***The parcel is the responsibility of the client once we have placed it into the care of the carrier which the client has chosen. Please note that actual delivery time may be longer if package is held at customs.

International:

International delivery standards between major participating city centres:

International Surface Parcel 4 – 6 weeks
International Air Parcel 6 – 10 business days
Xpresspost International 4 – 7 business days
Purolator International 2 – 3 business days

Please note: Delivery Standards are subject to change without notice. Canada Post does not count the day the package was received by them as a day.  Canada Post Delivery Standards can also be found HERE, and updates to these standards HERE.

***The parcel is the responsibility of the client once we have placed it into the care of the carrier which the client has chosen. Please note that actual delivery time may be longer if package is held at customs.

How will my order be shipped to me?

Orders are usually shipped via Canada Post. You have the option of choosing the speed of service (i.e. regular parcel, expedited etc.). Alternate preferred methods of shipment can be accommodated by request. If that is the case, please first complete your order with the default shipping method. Second, include your order number , indicate your preferred method of shipment (i.e. Purolator, FedEx etc.) and include your billing account number in an email to our shipping department at orders@cloverdalewellness.com.

Please note: You will be required to fill out a delivery method even if you do not wish to ship via Canada Post. The final calculated charges will include the shipping charges as calculated by Canada Post, however, rest assured that your final total will be adjusted before your credit card is charged. If you are paying by money order, we will send you the adjusted final total via e-mail.

If shipping via courier, it is imperative that you indicate your account number as certain couriers will not accept a package without an account number.

Do you provide insurance? What if I have to file a claim for lost or damaged parcels?

We normally ship via Canada Post unless otherwise instructed by the customer by email to orders@cloverdalewellness.com. Insurance will be available from Canada Post, or other carrier if the client so chooses. The parcel is the responsibility of the client once we have placed it into the care of the carrier which the client has chosen. A minimum amount of insurance is usually added automatically by Canada Post (normally up to $100 value of the package plus the actual cost of shipping) but if you would like for the package to be fully insured for its entire value, please email us at orders@cloverdalewellness.com and we will contact you with the final shipping charges and obtain approval prior to shipping.

From time to time the courier will request that Cloverdale Wellness file a claim; we will be happy to assist in this process but funds will only be refunded once we have received it from the courier.

Please note that we take the utmost care in packaging ALL of our orders and in ensuring that the address you provided is accurate when we ship the order out. Cloverdale Wellness is not responsible for lost, stolen, abandoned or damaged parcels.

Do you ship world wide?

Yes, we ship worldwide, however, Cloverdale Wellness is not responsible for duties, brokerage and related fees or taxes that may be applied when shipping outside of Canada.

Is there a handling fee?

No! Orders placed through Cloverdale Wellness online store are not subject to handling fees. We will package your order at no additional charge. All you pay are the actual shipping charges.

Orders placed through e-mail or telephone may be subject to a $5 handling fee. Large packages or orders requiring extensive protective padding maybe be subject to a $10 handling fee.

 

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