Refund Policy

Please contact us for returns.  We will not refund orders unless we are first contacted.  This allows us the opportunity to review the problem and determine how best to address the issues. Please be sure to include your order number in all correspondence.

Returns must be made within 30 days of purchase & products must be sealed. A refund will be issued less the ACTUAL postage incurred by us by the courier, whether the order was over or under $99 AND the return postage incurred to us by the courier.  Your return is also subject to a 15% restocking fee

Note: ALL SALES are FINAL with any Clearance products sold. No returns will be accepted

For any damages or claims, please retain the shipment and packaging for inspection for a period of 30 days. Failure to retain the shipment and packing for inspection may result in the claim being denied.

Refund Review Process: 

Before issuing any refund, our team conducts a thorough review in partnership with the product supplier. This process helps us identify patterns of abuse and protect against fraudulent activity, which is unfortunately common in the supplement industry.

When a refund or return request is made, we contact the supplier to review the customer’s past return and refund history. Together, we look for trends such as:

• Duplicate claims for identical reasons across multiple orders.

• Frequent refund requests that exceed what would be considered normal usage.

• Inconsistent explanations or patterns that suggest potential misuse of the policy.

By cross-referencing customer history with our suppliers, we can ensure that legitimate refund requests are processed quickly and fairly, while fraudulent or repeated claims are flagged for further review. This process may take 3–5 business days to complete before we conclude if a refund or store credit will be provided, depending on what is most appropriate. This not only protects our business but also helps us keep prices as low as possible for all customers.

Partial Returns: should the order fall under $99, standard postal rate of $9.95 + tax (Canada Post), $12.95 + tax (UPS) or $9.95 + tax (Purolator) or $9.95 + tax (FedEx) will be deducted from the refund.

Order Discrepancy: Our goal is to ensure you receive your order quickly and 100% accurate. If you find an error with your order, please contact us within 48 hours of receiving your package. Please ensure you keep your invoice that contains your full order details.

Bulk Purchases: If you would like to order in bulk (2 or more of the same item), 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.

Cancelled Orders:  If your order is cancelled (potential fraud detected, etc.) your funds will be refunded immediately.  However, it may take up to 7 days for your financial institution to release your funds.  This process is automatic, and we have no control of when your funds will be returned to you within the 7 days.

High Value Order Signature Policy:  For all orders valued at $500 or more, a signature is required upon delivery. Carriers such as (but not limited to) Canada Post, UPS, FedEx, or Purolator will only release the package to the recipient or an authorized household member. If no one is available at the time of delivery, the carrier will leave a notice with instructions for redelivery or pickup, and customers must collect their package within the carrier’s holding period.

It is the customer’s responsibility to provide a valid address where someone will be available to sign. Carriers may also request government-issued photo identification for verification purposes. Please note that this signature requirement cannot be waived—“safe drop” or “leave at door” options are not permitted. Customers will be reminded of this requirement after checkout by our staff via email or phone call.

Protein Tub Return Policy:  At SupplementSource, customer satisfaction is very important to us, but due to the high value and increased fraud risk associated with large protein containers, special return conditions apply. Customers with five (5) orders or fewer who request a return on a 5 lb container of protein are eligible to receive store credit only, which may be applied toward a future purchase. Direct refunds will not be issued for these items.

We recognize that protein powders can differ in taste, texture, and results from person to person. However, because of the high rate of fraudulent returns on large protein containers, refunds cannot be provided for unsealed products. To help avoid disappointment, we recommend selecting products and flavors you already know and enjoy.

Before purchasing, we encourage customers to review the nutritional label provided on each product page to confirm dietary compatibility. Please note that nutritional values may vary slightly between flavors.

Cosmetic Damage Policy:  We take great care to ship every order safely and securely, but occasionally products may sustain damage during transit that is beyond our control. If your order arrives damaged, please contact us at customerservice@supplementsource.ca and include clear photos of the damaged product, your invoice, both taped sides of the shipping box, and the shipping label on the box. Our team will review your claim as quickly as possible to determine the appropriate resolution.

Please note that minor cosmetic damage—such as scratches, blemishes, dented protein tubs, or crushed protein bar boxes—may not qualify for a full replacement/refund. In these cases, a store credit may be issued at the discretion of our customer service team after reviewing the submitted photos.

Clearance Powder Product Policy:  At Supplement Source, our goal is to provide high-quality supplements at the most competitive prices possible. As part of this commitment, some powdered supplements available in our Clearance section — including (but not limited to) pre-workouts, amino acids, hydration formulas, and electrolyte mixes—may clump or harden over time.

Clumping or hardening does not affect the safety, quality, or effectiveness of the supplement. In most cases, the product can be restored to normal consistency by:

• Breaking up the powder manually or with a blender (ensure the desicant crystals are not disturbed)
• Storing the product in a cool, dry environment after opening
• Ensuring the container is sealed properly between uses
• Important Purchase Notice
• Customers purchasing clearance powdered supplements should understand that additional preparation may be required before use.

Due to the significantly reduced pricing of these products, all Clearance items are considered final sale and are not eligible for returns, refunds, exchanges, or store credit.

By purchasing from the Clearance section, customers acknowledge and accept these conditions.

For more information about clumped products you can visit our blog post here: https://supplementsource.ca/blogs/posts/why-does-my-pre-workout-clump

Warmer months shipping policy: If you are ordering any Protein Bars, Bites, Brownies or Cookies please note that during the warmer months they may arrive melted. As we have no control over higher temperatures or temperature variances we will not accept any claims for melted product.

For any product claims submitted through SupplementSource.ca, we will not reship items as postage is not covered by the manufacturer. Alternatively, you may submit your product claim directly to the distributor/manufacturer.

**We reserve the right at any time to reject, correct, cancel or terminate any order for any reason whatsoever. If the price of any product you order was incorrectly displayed on our Website, we will provide you with an opportunity to place an order at the correct price.

Please contact us at customerservice@supplementsource.ca or call 1.866.980.5326