Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it to firstname.lastname@example.org.
Filter by Topic
- Order Questions
- Account Questions
- Policies and Pricing
- Invoices, Charges and Gift Cards
- Bulk Orders & Supplements
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Q: Has my order shipped?
After placing your order, you may click the "My Account" link at the top right hand side of our site or go to the account login page to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.
Q: How do I track my order?
Click the "My Account" link at the top right hand side of our site or go to the account login page to track your order.
Q: I received the wrong product. What can I do?
If you feel that you have received the wrong product, please contact customer service. and keep your invoice as we will require it.
Q: How do I return my product?
We want you to enjoy the products that you have chosen. If you are dissatisfied with an item, please review the guidelines available on the Shipping and Returns page.
Q: My order never arrived. Help!
Click the "My Account" link at the top right hand side of our site or go to the account login page to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
Q: An item is missing from my shipment. What can I do?
Make sure to review your order through our account login portal. You can find it in the top right-hand corner of our website. Confirm that all your items have been shipped and that your packages were delivered. If your order displays your Package Tracking, confirm with the shipping company that your packages were delivered. If it says that each of your packages was delivered, please contact Customer Service for assistance. Once you connect with Customer Service, we will be better able to review your order. Our Pack Protection Policy ensures the perfect pack every time. We will examine our scan logs as well as our packing station cameras to determine if an item was missed during the pack. Our Customer Service Team will reach out to you right away with the results.
Q: How do I add an order note?
To add an order note please click on the Cart icon in the upper right corner then click VIEW CART. Do NOT select Checkout. Once you View Cart you will see your Total in the upper right hand corner. Under that is ORDER INSTRUCTIONS. Click on that and you will be able add order notes.
Q: How do I create an account?
Q: How do I edit my account information?
If you need to edit your information, you can make changes to your account through our "My Account" portal. Go to the top right hand side of our site to find the portal or you can visit the account login page.
Q: I forgot my password. How do I recover it?
Click the "My Account" link at the top right hand side of our site or go to the account login page. Under the login box you'll see a link that says "Recover Password". That link will send an email to you with your password. For more detailed instructions on how to recover/reset your password please click HERE.
How much is my shipping?
Free Shipping on Orders $99 or More: Canada Post, Purolator, UPS or local Couriers Plus delivery - Add $99 or more worth of items into your cart (before taxes, fees & after discounts/promo codes), smaller orders are charged a flat rate $9.95*. Rural/Remote areas: Certain locations (as deemed by each individual carrier) do require additional shipping charges at. These areas do not qualify for flat rate shipping or free shipping. If this is the case, we will email you before shipping your order.
Do you ship overseas?
Currently, we only ship within Canada and the USA.
What shipping carriers do you use?
We use all major carriers, and local courier partners. You can select your preferred delivery method during checkout.
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What are your Estimated Shipping Times?
You can find Canada Post Expedited, UPS Standard and Purolator Ground shipping times for your area on the Shipping and Returns page on our website.
My tracking number isn't working. Help!
Tracking numbers are assigned as soon as the order is ready to be picked and packed in our warehouse. However, the tracking number is only active after your carrier picks up and scans the package into their system. We need them to pick up your package to show true movement of your package. Essentially it is in limbo until they pick up the parcels at our warehouse. You will most likely receive a true status after 8pm EST of the day you received notification. Please note that Couriers Plus does not currently provide a tracking number or tracking info.
Policies and Pricing
What is Your Low Price Guarantee?
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money! We offer price matching to ensure you have the lowest price available. To Price Match Please make sure you have the following information before contacting us so that we can assist you as quickly as possible! Go through our Contact us form and indicate the following: - The complete URL (web address) of product page on the competitor's website. - Details of the product name, brand and product - Details of the price difference (including discounts, shipping, and other fees, if applicable). - Must be the same product and in stock on website you are trying to match - A Canadian website in CDN$ Please note: We will not price match after the order has been shipped. Expired and short-dated items do not qualify. Please contact us for your price match request
Is this website secure?
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.
Do I have to pay sales tax?
Yes, all orders are subject to 5% GST, 9.975% QST or 13-15% HST.
I have a question on my charges. What should I do?
Click the "My Account" link at the top right hand side of our site or go to the account login page to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
Invoices, Charges and Gift Cards
I need a copy of my receipt/invoice. Can you send it to me?
You can find invoices for your orders through your account. Click the "My Account" link at the top right hand side of our site or go to the account login page to print invoices.
When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).
Do You Sell Gift Cards?
SupplementSource.ca gift cards make the perfect gift. When you give a gift card, you can be certain that the person gets exactly what they want. We offer gift cards in $10, $25, $50, or $100 value. You can purchase a gift card online on our website.
How Do I Redeem a Gift Card?
You’ve been given the gift of gains! When you’re ready to redeem your gift card, simply select the products that you would like and apply the gift card code provided with the gift card at checkout. Once submitted, the gift card amount will be automatically applied to your shopping cart. Please note that orders containing ONLY a gift card are not eligible for samples. Gift cards are not included in volume discounts and cannot be used to help you get to the free shipping threshold or free with purchase products.
How do I use a coupon?
After adding items to your cart, proceed to checkout and enter your coupon code before selecting your shipping provider.
Bulk Orders & Supplements
Do you sell in bulk?
Yes, we do! Stores typically order from us, and we frequently sell to customers who like to stock up on a great deal. For larger orders we need to know if your establishment has a loading dock. If you would like to order in bulk, please contact us first to ensure the expiry dates are sufficient for your needs. We will not issue refunds or except returns on products that are ordered in bulk and have not first been date checked.
Do I need to take supplements?
There are many benefits of taking supplements no matter your level of physical activity or diet. Supplements can help you achieve your fitness goals like muscle gain, help with sleep, or to help with general health and wellness, or joint health. SupplementSource.ca has supplements for beginners and advanced fitness plans.
I’m not sure what products to order. Do you have recommendations?
We recommend speaking with your healthcare provider to discuss your health needs and what type of supplements might benefit you most. We also have blogs that highlight supplements for specific goals which can help with discovering products.
Do supplements really work?
It’s important to know that supplements should not be used to replace a healthy diet that is high in nutrients. Supplements are there to enhance your current diet and fitness plan. Products tend to include at least one ingredient that is beneficial for your body like vitamins, minerals, amino acids, or enzymes. We recommend starting with a fitness goal or what you want to achieve first, then pairing it with a supplement.
What exactly is protein?
Protein is an essential part of your body’s muscles. It helps to repair and build muscle tissue. It can be found in your skin, internal organs, eyes, hair, and even in your nails. It’s also used by your immune system to make antibodies that fight off infections. Not only that, but protein also helps to regulate your blood sugar, metabolize fat, and produce energy for your body. Protein is vital and helps keep your body healthy and energized throughout the day.
How soon will I see a difference after taking supplements?
Every person and their body are different which means that supplements may ‘activate’ differently for every person. Some ingredients can show fast results like melatonin for helping with sleep. Others take more time to show the benefits like ones for general health or multi-vitamins.