Shipping

CANADA - Shipping is done by Canada Post

Shipping prices are determined according to location and package size based on the Canada Post fees for all orders under $150.

Free shipping on orders over $150.

*Please note that Free Shipping is the subtotal of your order, therefore it is before taxes and after any promotional discount. Free shipping does not include digital products including gift cards.

We aim to process and ship your order within 3 business days, Monday-Friday. We do not ship on Saturday or Sunday. Orders received after noon on Friday will be processed on Monday. If there is a delay, we will notify you and let you know of the estimated shipping date.

Please understand that once an order has been dropped off to Canada Post the delivery times are estimates and outside of our control. Delays can happen depending on how busy Canada Post is, where you live, circumstances at sorting facilities, etc.

NaturalDermStore Policy for Resolving Lost Packages

At NaturalDermStore, we strive to ensure that every order reaches our customers in perfect condition and in a timely manner. However, in the rare event of a lost package, we are committed to resolving the issue promptly and fairly. Please follow the steps outlined below if you believe your package has been lost:

1. Confirmation and Verification of Shipping Address

  • Contact our Customer Care team to confirm the shipping address provided for your order.
  • We will verify the accuracy of the address against the information used for shipping.
  • It is the customer's responsibility to ensure the shipping address is correct. Any orders shipped because an address was incorrectly provided will not be refunded or replaced.

2. Check for Delivery Confirmation

  • Please note that on occasion a package will be marked as delivered and not dropped off by the shipping company. If it is not received within 24 hours of it being marked as delivered please reach out to the shipping company to see if their delivery person can locate it.
  • If the package is marked as "Delivered," please check the following:
    • Community mailbox, parcel locker, or secure delivery area.
    • With roommates, household members, or neighbours to see if anyone received the package on your behalf.

3. Initiation of Claims Process

  • If the package cannot be located, we will initiate a claims process with the shipping company.
  • To proceed with the claim, we will require:
    • The receiver's shipping address.
    • The receiver’s phone number.

4. Resolution Options

  • Once the shipping company confirms that the package is lost or is not in their possession:
    • We will process a refund for your purchase. OR
    • We can ship out a replacement package upon your request.
  • Please note that the shipper will be in contact with you (the receiver) to confirm that you did not receive your package. We cannot provide a refund or replacement until the shipping company has confirmed this with you and then relayed that information to us.

LOCAL PICKUP - FREE  

If you are in the Toronto area, you qualify for free local pickup at Connected Health & Skin (331 Queen St E, Toronto, ON). Please select the local pickup option if desired.

Pick-up orders not collected after 1 month will be considered abandoned and will be refunded to the original form of payment minus a 20% restocking fee due to costs associated with storage and reprocessing.

Email: info@naturaldermstore.ca