Shipping policy
Shipping Policy
Free Shipping on Orders over $99*: Expedited Premium Shipping - 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*. Please note that post-purchase add-ons cannot be used to reach the $99 Free Shipping threshold. Also, for orders over $99, instead of us choosing the carrier, you may choose your carrier for a fee of $5 (Rural/Remote area fees may still need to be assessed).
Rural/Remote areas: Certain locations which are determined by our shipping providers do require additional shipping charges. 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.
Orders: We ship out of London, Ontario, Canada which includes all P.O. Boxes and rural roads via our Expedited Premium Shipping Carriers with a transit time of 1-6 business days across Canada.
Note: Weekends & holidays do not count as a shipping day.
*We reserve the right to combine shipments with orders going to the same recipient.
SHIPPING TIMES TO MOST MAJOR CITIES
These time frames are not guaranteed by SupplementSource.ca and are meant as a GUIDELINE ONLY. Times are subject to change based on remote or rural areas, during higher volume periods and during statutory holidays.
Estimated time does not include the preparation time required to get your order processed and ready to ship.
*These are estimates of regular delivery times but with inclement weather delays, couriers may experience unforeseen delays.
*US Orders: Do not qualify for free shipping and are automatically charged a flat shipping rate of $19.95. We are currently NOT shipping to the US.
Please note that there are certain locations that will require extra shipping charges. These areas do not qualify for flat rate shipping. If this is the case, we will email you before shipping your order.
Orders Placed: A 15% Cancellation Fee will be applied to any orders placed and then cancelled. Once an order is placed you cannot change and/or add products.
Payment Method: We offer the following payment options - Credit Card, Interact (email money transfer), PayPal, Shop Pay and Google Pay.
*We reserve the right to contact you before processing your order to request a change in the payment method for security reasons.
Customer Pickups: We operate out of a warehouse facility and in order to keep costs low and to conform with our insurance policy we cannot allow customer pickups. Local customers please order online as this is the quickest service we can provide.
Orders valued at $500 or more: High value orders from SupplementSource.ca require a signature upon delivery, with carriers such as (but not limited to) Canada Post, UPS, FedEx, or Purolator ensuring the package is only released to the recipient or an authorized household member.
If no one is available, a notice will be left with instructions for redelivery or pickup, and customers must collect their package within the carrier’s holding period.
Customers are responsible for providing a valid address where someone is available to sign, and carriers may request government-issued photo ID for verification.
The signature requirement cannot be waived, and no “safe drop” or “leave at door” options are permitted.
Customers will be informed of the requirement after checkout from our staff via email or phone call.
Undeliverable/unclaimed Packages: Occasionally packages are returned to us as undeliverable/unclaimed. When the carrier returns an undeliverable/unclaimed package to us, we will contact you to arrange for reshipment. We are charged by the shipper for the return postage and the additional charge incurred to reship. These charges will be charged to your account for actual shipping costs once received back MINUS the postage incurred to send it and the return postage. We will not process refunds to orders that are delivered to an incorrect address - please ensure your address is correct.
Lost/Stolen Packages: Occasionally packages are either lost or stolen we must allow up to 30 days for the carrier to complete their investigations along with the possible support of the authorities. During this time, we must allow them to complete before any order can be reshipped or refunded. If the package is suspected to have been stolen a police report must be filed within the 30-day period and the report number and officer badge number provided to us for follow-up. Without a police report we will NOT issue a refund.
Order Address Errors: Parcel/Shipping labels are generated directly from the information you provide on the 'checkout page'. Please ensure all information you enter is correct. If an error is made with your address and the Shipper has to correct the error to ensure delivery, an additional charge of $22.49 will be charged to your account. If the address cannot be corrected by the Shipper and the item is "returned to sender", we are charged by the shipper for the return postage and the additional charge incurred to reship. These charges will be charged to your account. If at that time you choose to cancel your order, we will issue a refund for the item(s) once received back at our warehouse MINUS the postage incurred to send it to you and the return postage to ship it back to us. Please double check your address to ensure it is complete and accurate.
*Although you may have received free shipping there is an actual cost. We pay the courier to ship your order. Any error or undeliverable/unclaimed packages you are responsible to cover that actual cost.
Track your order by clicking Track in your email or click on the Carrier below. Please have your tracking number ready.
Please contact customerservice@supplementsource.ca or call 1.866.980.5326