Frequently Asked Questions

Q. Where's my order?

A. Standard delivery time can vary somewhat drastically, depending on where you live. If you’re ordering from the USA, please keep in mind orders ship from Canada. You should receive your order within 3 - 5 business days after processing is done at our warehouse. 

UPS and DHL take approximately the same time.

At times there might be a mistake in stock count or inventory. Because of that, there might be a minor delay in processing the order. In such a case, we will quickly get the product(s) from our store(s) or our supplier(s) and ship your product(s) as soon as possible.

If these periods have been exceeded and you have not received your order within a reasonable timeframe, then please contact us by email. We will track your order closely and provide you with an expected delivery date.

Q. When do I get my back-ordered items?

A. It may already be en route to you! We get deliveries from our suppliers on a daily basis. 

However, if the back-ordered item is a result of a manufacturing issue, the wait may be much longer. 

If we feel that the item you ordered will be delayed more time than expected, we will notify you by phone or email and suggest a similar item as an alternate substitution. At any time before we ship your back order, you may cancel your backorder or substitute it with another item.

To check the status of a backorder please contact us by email or phone. Be sure to include your name, Order Number and the item(s) in question.

A. Please contact us ASAP. We will reship or refund the item(s) and make arrangements to pick up the incorrect or damaged item. Please contact us by email or phone for details. 

Be sure to include your name, Order Number, and a brief description of the product(s) in question. We might also request a picture of the damaged product(s) to be emailed to us to prevent the hassle of shipping them back.

Q. I received my order and I'm missing an item.

A. If the missing product is small, please empty all the packing material to be sure the item is not hidden in the wrapping. We carefully check each order before packing. 

However, we are a small team. We are not 100% perfect. If you cannot locate an item you ordered, please contact us and we will immediately ship a replacement at no cost to you.

You may also request a credit or refund if desired. 

A. The following refund policy applies to all products except those which indicate “final sale” within the product description on the product page. 

We offer a 100% hassle-free return policy to all of our valued customers within 14 days of the date the order was received.

Please contact us by email before shipping your product(s). 

Please mention the following when emailing or calling: 

• Order Number.

• The reason for return.

• The condition of the product (opened or sealed).

Q. What qualifies for a return?

A: In order to get a full refund, the product MUST be unopened. Open products will only ever qualify for online store credit once we receive the product back. 

If merchandise arrives damaged: it is best to REFUSE it back to the carrier attempting delivery. If you accept the package, please make sure it is noted on the carrier's delivery record for Healthy Planet to file a damage claim. Save the merchandise and the original box or packaging it arrived in. Notify Healthy Planet immediately to arrange for a pick up of any damaged merchandise. 

If you do not notify Healthy Planet of damaged goods within the first 14 days of arrival, our regular return policy will override any claim of damage and will fall under all manufacturer restrictions. Call toll-free at 1-888-974-4722 to arrange for a pick up of damaged orders.

The only exceptions to the above rules are:

•  Cosmetic and personal care item(s).

• “Professional brands” including Cyto-Matrix, Restorative Formulations, NFH, Metagenics, Genestra, and Pure Encapsulations. 

• Food and grocery items.

The above are all considered final sale, unless received expired, defective, or damaged.

Q. Why don't you accept returns on certain items?

A. There are several manufacturers who do not take returns from any distributor or retailer like ourselves. As a result, we must either raise our prices for this manufacturer's products or keep our prices low and not accept returns on these products. We have chosen the latter.

The other exception applies to food and grocery items. Taste is very subjective and certain ‘natural’ products will never taste like one may expect. 

A. Credit cards accepted include Visa, MasterCard, Visa Debit, and AMEX. We also accept PayPal payments, ApplePay, and WePay.

Q. Do you ship C.O.D.?

A. No.

Q. Do you need my credit card number every time I call to place an order over the phone?

A. Yes. For security purposes, we need to confirm your card number and expiration date every time you order over the phone. We do not save this information anywhere, primarily for security purposes. 

A. Unfortunately, we can't recommend any specific product for a medical condition, ailment, or disease. We suggest you contact your doctor or healthcare provider (such as a naturopath) for recommendations. If your doctor would like you to take a specific supplement, we would be happy to answer questions about that specific product. We can also make brand recommendations. 

A. If we carried an item in the past, it's quite possible that we still have it. It may be temporarily out of stock or on backorder. If you believe this to be the case, please reach out to us via phone or email for more information. 

Q. Are you going to carry a new product I've heard about?
A. Typically, we try our best to carry the latest products available. If you’d like to make a recommendation, we are happy to inquire with our distributors.

Q. Where are your stores located?

A. Unfortunately, at the moment we only have physical store locations within Canada. 

A. The web always displays current prices. We cannot control when various manufacturers increase their prices. Please understand that this is what causes any changes in our own pricing, as we price according to our suppliers. When they change prices, we update our prices immediately/shortly thereafter.

Q. Can I get a price match with another online retailer?

A. We do not have a price-matching policy. We recommend reaching out to our online customer support team via email or phone (1-888-974-4722) to inquire. Our management may be willing to price match another online retailer, provided it is their regular (standard retail) price and not a promotional sale, special offer, or discount.

Q. Can I stack multiple coupons/discounts for in-store purchases?

A. Unfortunately, no. We do not allow multiple discounts to be applied. We will honor one discount per item, and the highest discount available will be applied.