Canadian orders: change-of-mind returns
Online or email orders delivered in Canada may be returned if eligible within 15 calendar days of delivery; in-store purchases within 15 calendar days of purchase. Proof of purchase is required. Items must be unopened, unused, with the original seal intact, in original packaging and in resaleable condition.
Contact us before sending anything back, with your order number or receipt, the product name and the reason. Once approved, we will send the return address and instructions. Ship within 14 calendar days of approval using a tracked, insured service and keep your proof of shipment.
Eligible change-of-mind returns carry a restocking fee of 15% of the price actually paid for the returned item. Return shipping is paid by the customer and original shipping is not refunded. We will tell you about any other proposed deduction before you proceed. Exchanges follow the same eligibility rules; please contact us first.
Items not eligible for change-of-mind return
- Opened, used or unsealed items, or items damaged, expired or unsaleable because of storage after delivery.
- Bulk food, custom-sliced or specially processed items, gift sets, free gifts and samples.
- Clearance items and items clearly marked final sale before purchase.
Packaged health products, American ginseng and other food items must meet the unopened, sealed and resaleable requirements above. Using a discount code or a general discount does not by itself make an eligible item final sale.
Damaged, defective, expired-on-arrival or incorrect items
Please contact us promptly. Report obvious damage or incorrect items within 48 hours of delivery where possible, with your order number and photos of the product, packaging, seal and batch or expiry date. Keep the item and packaging until you receive our instructions. The 48-hour timeframe is a recommendation and does not exclude quality issues discovered later or your legal rights.
We will review the issue and arrange a suitable exchange or refund. No restocking fee applies when a quality issue, shipping damage or our error is confirmed. If a return is needed, we will provide a return label or cover reasonable return shipping agreed in advance. The change-of-mind limits above do not affect reporting these issues.
Individual experience with health products varies. Not noticing an expected effect is generally not a product defect; this does not affect claims about quality issues or items not matching their description.
Cancelling an order
To cancel before shipment, contact us immediately. We will try to stop the order but cannot guarantee cancellation once processing has begun. If cancelled before shipment, we refund the cancelled items and any shipping that no longer applies. After shipment the return process applies, without affecting your legal rights.
Delivery issues and international orders
Some parcels may require a signature. Please watch the tracking information and contact us promptly about delivery problems. If a parcel is returned because of an incorrect address, refusal, unpaid import charges or failure to collect, we will explain the actual shipping and return costs and any applicable restocking fee before arranging a refund or reshipment. Carrier errors, our errors and customs issues are handled according to their cause. We will make reasonable attempts to contact you before treating a parcel as abandoned; refunds and deductions depend on the circumstances and applicable law.
Orders shipped outside Canada, including to Mainland China, Hong Kong, Taiwan, Malaysia, Singapore, Indonesia, the Philippines, Vietnam, cannot be returned or exchanged for change of mind. If an item is damaged, defective, expired on arrival or incorrect, please still contact us promptly. Your rights under applicable law are not affected.
Refunds
After we receive and inspect an approved return, we will email you the outcome. Approved refunds are initiated within 5–10 business days to the original payment method; your bank or payment provider may take additional time. Taxes on returned items are adjusted as required. If you have not received your refund, please contact us.
Contact
Email return requests to [email protected]. This policy does not limit any non-excludable rights or remedies you have under applicable law. Last updated: 2026-11-02.