Help Topics
Order / Back Order Status
Q. Where's my order (it’s late)?
A. Standard delivery varies, depending on where you live. You should receive your order within 3 - 6 business days after processing is done at our warehouse. However, there can be significant delays as a result of customs clearance or processing.
At times there might be a mistake in stock count and because of that, there might be a delay in processing the order. In such cases, we will quickly get the product(s) from our store(s) or our supplier(s) and ship your product as soon as possible.
If these periods have been excessive and you have not received your order after more than a week, then please contact us by email or phone. We will track your order and provide you with an expected delivery date. We can also investigate if anything appears to be wrong.
Q. When do I get my back ordered items?
A. It may already be en route to you!
We get shipments of products daily. However, if the back-ordered item is a result of a manufacturing problem or defect, the wait may be much longer. Companies also regularly “rebrand” the products they carry, which can take months.
If we feel that the item you ordered will be delayed more than expected, we will notify you by phone or email and suggest a similar item (or refund) as an alternative. At any time before we ship your back order, you may cancel your backorder or substitute it with another item.
Damaged, Missing or Incorrect Items
Q. I received a damaged or incorrect item. How do I get this resolved?
A. We will reship the appropriate item ASAP and make arrangements to pick up the incorrect or damaged item. Please contact us by email or phone. Be sure to include your name, order number, and a description of the product in question. We might also request for a picture of any damaged product(s) to be emailed to us. We wouldn’t require you to mail these 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 as we’ve had this happen before. We do try our best to carefully double-check each order before packing. However, we are never 100% perfect. If you cannot locate an item you ordered in the box, contact us and we will immediately ship a replacement out at no cost to you.
You may also request a credit or refund if desired. Just contact us by email or phone.
Returns
Q. How do I return an item?
A. The following refund policy applies to all products except those that state “final sale” on the product page. We offer a 100% hassle-free return policy to our valued customers within 14 days of the date you receive your order.
Please contact us by email or phone before shipping your product. Please mention the following when emailing us: Order Number and the reason for return.
To get a full refund, the product MUST be unopened. Open products will qualify for online store credit once we receive the product back in our warehouse.
If merchandise arrives damaged: it is best to REFUSE it back to the carrier attempting delivery. If you accept the package 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 and packing it arrived in, notify Healthy Planet immediately to arrange for a pick up of 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 current rent manufacturer restrictions.
Q. Why don't you accept returns on certain items?
A. Several manufacturers do not take returns from any distributor or retailer such as ourselves under any circumstance. As a result, we must either raise our prices for this manufacturer's products or keep our prices low and not accept returns. We have chosen the latter.
The other exception applies to all food and grocery items. Taste is very subjective and certain nutritious items will never taste the same as expected. Our return policy identifies the items for which we do not accept returns. Please factor this into your purchase decision.
Institutional, International and Military Destinations
Q. Do you ship internationally?
A. Yes.
For orders to Canada or U.S. destinations, you may order easily through our website. The shipping charges will be displayed on the checkout page, and there is a minimum to meet to qualify for free shipping.
If you live internationally (outside of North America), shipping fees will be indicated on the checkout page and reflect the exact cost we pay to Canada Post. Typically, charges to South Asia, the Caribbean, and Europe are quite high.
Shipping Charge
Q. How much is your shipping charge?
A. When you spend $100.00 or more on your order in the United States, we'll ship your package to you for free!*
If your order falls below the minimum for free shipping, it will be subject to a flat rate shipping charge of $23.99. Please keep in mind that expedited shipping costs from Canada to the USA are quite high, and this is the most affordable option for us to keep the cost of the products we carry low.
Payment Methods
Q. What credit cards do you accept?
A. Credit cards accepted include Visa, MasterCard, American Express, and Visa Debit. We also accept PayPal payments and several other options including Apple Pay.
Q. Do you ship C.O.D.?
A. No
Q. Do you need my credit card number every time I call?
A. Yes. For security purposes, we need to confirm your card number and expiration date every time you order. We do not “store” this information anywhere for safety.
Medical / Fitness Advice
Q. I have a certain medical condition. What do you recommend for it?
A. Unfortunately, we can't recommend any specific product or treatment for a medical condition 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 will be happy to answer questions about the product or brand. We can also make brand recommendations based on ingredients you’d like to avoid.
Can't Find an Item You Want
Q. There is a product I've purchased from you before, but I don't see it listed. Do you still carry it?
A. If we carried an item in the past, it's quite possible that we still carry it. Most likely, it’s simply out of stock or on backorder from the supplier. If this is the case, it may be out of stock for a prolonged period of weeks or months. If we’ve never carried the product before, you can request a product so our purchasing department can investigate further.
Q. Are you going to carry a new product I've heard about?
A. Typically, we try to carry the latest and trendiest products available. Unfortunately, a lot of products are more difficult to obtain stock of regularly, which impacts our purchasing decisions. Please reach out to us via phone or email to request the product you are looking for.
Q. Where are your stores located?
A. Unfortunately, at this time all our physical store locations are within Canada.
Price Changes / Guarantee
Q. How long are prices good for during a sale?
A. The web always displays current, updated prices.
Some pricing may inaccurately reflect a previous sale in the search results. However, it should appear correctly on the actual product page. This is because it can take up to 24 hours once a sale ends to reflect the regular price of the product. In these situations, we are happy to honour the (finished) sale for our customers, provided they contact us by phone or email.
“Wholesale” / Resale Accounts
Q. I own a gym and would like to carry some of your products. Do I get a discount?
A. Unfortunately, no. While we do sell to many personal trainers, gyms, doctor offices and organizations, these discounts are only available in our physical store locations across Canada. We may consider a discount for large orders on an individual basis. Please email us for a quote on especially large orders