On occasion there may be an issue preventing your order from being shipped. If you haven't heard from us you may have missed a phone call and/or an email in regards to the problem. Please open a support ticket or call us toll free at 1.877.544.8787 right away.
Declined Credit Card
We may be having problems processing your credit card due to the information being supplied was incorrect. If your card has been declined, you will receive and email stating that we could not process you order. A card will automatically be declined if we do not have accurate billing / contact information for the card holder.
Over Sold Products
One of the items you order may have been accidentally over sold. We will always try calling you and emailing you with the details you have supplied to clarify the problem. We may have an acceptable replacement product available such as another flavor, or the product may be on-route. If the product is on back order you will be given the opportunity to remove the item or wait for it to be shipped when it is in at no extra cost. We only charge you for the portion of your order that has been sent to you. On the rare occasion where a product was expected in and did not come we will notify you and clear that product off of your order. We may also substitute if possible, a multiple of a smaller size to equal the originally ordered size for the same price. For example 2 x 60 caps instead of a 120 caps size. We will do our best to fill your order so there are no unnecessary waits for you.
Incorrect Shipping Details
If your shipping address isn't being accepted into our shipping system we will always try calling you and emailing you to find the correct details so the order can be shipped right away. Please make sure to include any Suite/ Unit numbers as Canada Post will return packages to us with any incomplete addresses.
Your first time order may have been suspicious looking and for security reason of our customers and our business we will hold these orders. We will always try calling you and emailing you to remedy this situation if it happens. If you are subjected to this fraud check it will be a onetime occurrence only. Please be sure to include exact billing address information, especially if using another person's card. If we are unable to contact the card holder, the order will be deleted. Any order over $500 may be subject to investigation and contact with the card holder will be necessary. We may require a Drivers Licence number prior to processing the credit card.