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    ORDERS

    “How do I place an order?”

    Ordering online from good natured® is fast and easy… and you can do it 24 hours a day, seven days a week. If the product you’re looking for isn’t available in our online store, just drop us a line at shop@goodnatured.ca - we’d be happy to help you get your hands on it!

    “What payment methods can I use?”

    We accept all major credit cards including Visa, Mastercard and American Express, as well as PayPal.

    “Will I get an order confirmation when I complete my purchase?”

    We are required to collect PST and GST on all product orders shipping within Canada. We do not charge PST on packaging orders. Additionally, all provinces in Canada require that we collect sales tax on shipping charges.

    “Do you charge taxes?”

    Once you’ve placed your order, you’ll receive a confirmation email shortly. We’ll also send you emails when your order has shipped, when it’s about to be delivered and when it arrives. If you don’t receive an order confirmation email, check your “junk” folder as it may be in there. If you still don’t see it, send us a note at shop@goodnatured.ca and we’ll make sure you get it. 

    “When will my credit card be charged?”

    One-time Orders:
    We will authorize your purchase on your credit card at the time you place your order.

    Subscribe & Save Orders:
    We will authorize your first shipment on your credit card at the time you place your order. Then, your credit card will be charged prior to each subscription release date.

    “Can I cancel or modify my order?”

    Yes, you can. You can cancel or modify your order at any time before it’s shipped. Just log in to your good natured® account to manage your order.

    “Where can I find my order number?”

    You can find your order number at the top of your order summary in your good natured® account or you can find it at the top of your order confirmation email.

    “Why was my order cancelled?”

    We never cancel an order unless you ask us to or we aren’t able to fulfill it. It may that your shipping or billing information was incorrect or some information in your order is incomplete. We will send you a notification with details on why your order was cancelled and to see if there’s anything we can do to help.

    SHIPPING

    “What are my shipping and delivery options?”

    We are currently only shipping to addresses in Canada. Our standard shipping rates are based on the value of your order as follows:

    • $0 to $20 : $4.95 shipping fee.
    • $20.01 to $50.00 : $9.95 shipping fee.
    • $50.01 to $100.00 : $14.95 shipping fee.
    • $100.01 and up : FREE shipping. Yay.

    If you’re in Vancouver, you can always pick up at our office at:
    good natured Products Inc.
    814 – 470 Granville St.
    Vancouver, BC V6C 1V5

    “Can I ship to a PO Box?”

    In many cases, we are able to ship to a PO box using our standard shipping. If we have any issues with your shipment, we’ll get in touch to discuss and you’ll have an opportunity to cancel your order if we can’t accommodate shipping.

    “How do I track my order?”

    We will send you a notification when your order ships, when it’s on its way to you and when it arrives. In between these notifications, you can always track your order and delivery timing in your good natured® account.

    “What if my order is damaged?”

    Our return and exchange policy for home and office products lasts 30 days from the date of purchase. If more than 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, so please make sure to let us know at shop@goodnatured.ca right away if your order is damaged.

    For non-refundable goods, we provide you with 48 hours after delivery to send us any applicable evidence of discrepancies in quantity, incorrect goods or damage to your order to shop@goodnatured.ca. In this case, we’ll remediate the discrepancy by replacing the goods or applying a credit to your method of payment. Except as outlined above, all packaging sales are made on a one-way basis and are not returnable or refundable.

    “My tracking information says my order was delivered, but I haven’t received it. What do I do?”

    We’re sorry your order hasn’t found its way all the way home yet. When the tracking information says that the package has been delivered, it means that it has been delivered to the shipping address provided when you checked out. You can try the following options to try to locate it:

    1. Double-check the shipping address you provided for your order to make sure it was correct.
    2. Check with your household members, colleagues or neighbours at that address in case someone else picked it up for you.
    3. Check with the security guard, mailroom or front desk.
    4. Contact your local post office to see if they are holding the package for you.
    5. Wait 24 – 48 hours for your package to arrive—on rare occasions, the carrier may mark the package as being delivered earlier than it actually is.

    If you’re still not able to locate your package, send us a note at shop@goodnatured.ca with your order number and we’ll be happy to help.

    “What if I’m not present to receive my shipment?”

    Depending on the shipping provider, they may try to re-deliver on the next business day or they may send your shipment to a local pick-up point. Some carriers will also let you change the delivery address – you can access this option by clicking on the tracking number in your account order detail page.

    “What happens if my order was returned to sender?”

    We might already be aware of this and be getting in touch, but please send us a note at shop@goodnatured.ca right away so we can get this resolved.

    RETURNS & EXCHANGES

    “I’ve changed my mind about my purchase. How can I return or exchange it?”

    Our return and exchange policy for home and office products lasts 30 days from the date of purchase. If more than 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    Except if damaged, all packaging sales are made on a one-way basis and are not returnable or refundable.

    “What if I want to return a multi-box shipment?”

    Please contact us at shop@goodnatured.ca before returning any shipment to us. In some cases, we do not require that a shipment be returned.

    “When will I receive my refund for my returned product?”

    If your order is eligible for a refund, we’ll process that back to your original method of payment. Keep in mind it may take several weeks for the refund to appear on your statement.

    “Do you refund shipping charges?”

    We do not refund shipping charges. For more information about our return policy, please click here.