Shipping & Returns

Shipping

naturalfoodmart.ca ships out of two locations - orders for BC, Alberta, and Yukon Territory ship out of Burnaby, BC. For all other destinations in Canada, we ship out of Markham, ON. We ship orders only within Canada at this time and all orders must be made to destinations that are valid Canadian addresses or PO Boxes.

Orders with a pre-tax value of $49 or greater ship for free to Canadian addresses. A flat-rate shipping charge of $9.99 plus HST applies to all other orders. Remote addresses are excepted from this policy and are subject to an additional shipping surcharge.

Remote addresses typically consist of addresses that are infrequently serviced by shipping companies, and/or deemed by Canada Post as “Air Stage Offices”. An Air Stage Office is a Post Office to or from which all mail must be airlifted for part of the year as viable surface transportation alternatives are not available.

In the case where an incorrect shipping address is provided by the customer for an order which results in an unsuccessful delivery, the customer is responsible for the shipping charge incurred for the delivery, as well as the shipping cost charged to Naturalfoodmart.ca by the carrier for the return delivery. Please note that while we try our best to catch error in delivery addresses before the package is shipped, neither Canada Post nor Naturalfoodmart.ca is responsible for correcting an incorrect delivery address and it is the sole responsibility of the customer to ensure the delivery address provided is correct and deliverable by Canada Post. A deliverable address by Canada Post refers to the correct combination of street number, street name, PO Box number (if applicable), city, province and postal code.

If there’s an issue with your order

For any of the following issues with the products in your order:

Damaged on arrival
Defective
Incorrect shipment

Please send an email to info@naturalfoodmart.ca within 72 hours of delivery so we can assist you better. Include your order number, a picture of the product, along with a description of the issue(s) in your email. We will review the information and provide you a response within 48 business hours. If appropriate, we will refund you for the cost of product and provide a prepaid shipping label if a return is required.

Please do not discard any product prior to contacting us unless it poses an immediate health threat. We often receive reports of defective product that are simply due to colours variations from batch to batch that are common among natural food products. We stand by all our products and will provide full refunds for anything that is truly defective.

Other returns

If you are not completely satisfied with your purchase, please contact us by email at info@naturalfoodmart.ca within 14 days of delivery. Include your order number, a picture of the product, along with a description of the issue(s) in your email.

Note that all returns must be undamaged and deemed in sellable condition by Naturalfoodmart.ca. We can only accept unopened products that were not marked as non-refundable or final sale. Unless there is an issue with the order as noted in the section above, the customer is responsible for the costs of returning product to our warehouse. Naturalfoodmart.ca reserves the right to refuse any return or exchange.

We aim to process and complete the credit within 7 business days after we receive the return in sellable condition. All credits will be refunded in the original payment method when completed.