Please contact us through the contact form on our Contact Us page with the product name, lot number and number of bottles you wish to return, and your original order number. Return request will be reviewed and processed.
Please note: Packages that are received without approval will not be accepted for refunds.
If you received a package that has been damaged, please save the original box and all of the contents. Please email us as soon as possible.
FOR THOSE ORDERS SHIPPED TO CANADA:
We ship items into Canada using the United State Post Office as our broker (International Priority Airmail). There is no duty that will be charged upon delivery HOWEVER you may be required to pay HST taxes or GST taxes. These taxes may or may not be collected by your local delivery carrier upon delivery of your package. In addition, orders are only usually trackable until the item actually leaves the United States. Once your order has left the United States, it is not trackable.
How long will it take to receive my order?
On average, we see orders being delivered usually within 8 to 14 business days. However on occasion orders may delivered as late as 25+ business days depending if there are any customs issues. Transit times also vary on the method of shipping selected during check-out.
Regardless of which carrier you choose to ship with, you pay no import duties when bringing your order into Canada. Because of the Free Trade Agreement between the US and Canada, you are able to order up to $2,500 CAD without incurring any import duties.
Shipping vitamins and supplements into Canada is regulated by Health Canada. Due to Canada's import regulations, some products may not be available for purchase. If a product is restricted to Canada, this will be noted in the cart along with instructions to remove that product before you’ll be able to complete your purchase. Please note that Canada sometimes prohibits the importation of more than a 90 days’ supply of some dietary supplements (Canadian Natural Health Products) in a single order. Please know that Well Labs cannot guarantee our import restrictions are up to date. It is the responsibility of the customer (you) to make sure your the items you are ordering comply with the import regulations of Health Canada. For more information on the policies of Health Canada, click here.
Unfortunately, we cannot issue a refund of any kind for orders seized or destroyed by Customs unless the order is returned back to our warehouse in an undamaged and resalable condition. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed.
We welcome your feedback. If you find a product that needs to be restricted or allowed to ship to Canada, please contact us with the product name and a link to the relevant regulatory agency policy from your local authority’s website. We’ll inspect the issue immediately and update our restrictions accordingly. In addition, we love to know how long it took for your delivery. To leave feedback, please let us know here.
Errors in Address:
If you make an address error on your order, please note that we cannot change the delivery address after an order has been submitted. Please know that we work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you've made an error in the shipping information on your order. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and we'll only be able to refund you for the cost of merchandise only.
Although it is rare for international orders to get lost or delayed, please be aware that it can happen. Due to the import clearance process in your country and depending on the shipping method you chose, international orders can take up to 30 business days to clear customs. An international order will not be considered ‘lost’ until 30 business days from the date of shipment. We are unable to process claims until 30 business days period has passed. In the event your order has been lost, you must contact our customer support department at firstname.lastname@example.org and report it as lost to us within 60 calendar days of date of purchase. Depending on your location, courier selection, and any history of similar problems, we’ll work to help resolve this issue. Orders that hasn't been reported within 60 calendar days will not be eligible for refund. Refunds are not available if you choose International Airmail as a shipping method and your order is lost.
If your parcel is being returned to sender due to any reason such as : Unclaimed, Incomplete/Insufficient Address, Prohibited/Banned items, or being Refused only once the parcel arrives back to our facility will a refund for the purchase price of the products minus the shipping cost be issued. Before a refund is granted, the parcel must be checked in at our facility. You may be responsible for return shipping fees. Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition, we can not issue a refund. We cannot be held responsible for delays and transit times if your parcel is being returned. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed.
Well Labs cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related delivery delays or seized products. However, please note that the vast majority of international shipments do not experience problems or delays, and our customers are very rarely assessed additional fees. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. As Well Labs is a United States based company, we bill all our customers who use a debit or credit card in U.S. Dollars and allow the customers card issuing company to process the conversion. By ordering from Well Labs you agree to our policies above. Well Labs reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion.