Shipping & Returns

Shipping

A) Home Delivery

HealthSnap offers free shipping on qualifying orders of $50 or more after discounts and coupons and before taxes to most locations in Canada (See “Remote Locations” Section Below). Canceling or returning items may affect your order's eligibility for free shipping.

Note: Shipping charges are subject to change without notice.

Processing Times

We do our best to have your order packaged and shipped from our distribution centre within one business day (on the very same day if we can!). However customers may experience a delay of 1-3 business days for any of the following reasons:

The billing address submitted on the order does not match the customer's payment information
The name submitted on the order does not match the customer's payment information
The shipping address on the order is invalid

Estimated Time For Delivery

Once your order is shipped and en route to you, tracking information will be emailed to you from Canada Post. Estimated delivery times below are based on Canada Post Delivery Standards from the date that the order is done processing and leaves our distribution centre in the Greater Toronto Area (not the date that an order is placed). Delivery times listed here are measured in business days, excluding weekends and statutory holidays:

Canada Post Delivery Standards

Regular Parcel

Local

Up to 2 Days

Regional

3 to 5 Days

National

4 to 9 Days

Note: Actual delivery time may vary from these estimates.

Delayed, Missing, or Damaged

In the event where the delivery date of your order falls behind the expected delivery date put forth by the courier, please contact us at info@healthsnap.ca.

For damaged shipments please contact us at info@healthsnap.ca and we will file a claim with the courier on your behalf to recover the value of the damaged or missing goods as well as any shipping charges paid on the order.

Winter Shipping Policy

Cold Canadian winters and liquids can be a bad mix. Liquids can freeze and containers can burst.

We place “Keep From Freezing” labels on parcels containing items with a freezing risk including (but not limited to) liquid cosmetics (mascara, foundation, nail polish, etc.), liquid skin care products (creams, moisturizers, etc.), liquid personal care products (shampoo, bodywash, hair colour, etc.), and RTD protein shakes. Unfortunately this does not guarantee your order will not be exposed to subzero temperatures at some point en route to its destination. Canada Post does not assume responsibility for associated damages, and nor can we. During the winter months from November to March, ordering products with a freezing risk is not recommended unless you are willing to accept responsibility for temperature related damages.

Re-Shipment Policy

In the event your order is returned to us without any delivery attempts being made, you may be eligible to have the parcel re-shipped free of charge so long as the address entered originally is determined to be a valid and complete address. If it is determined that the address had been entered incorrectly when placing the order, such as a missing apartment number or an incorrect street address, re-shipped orders are subject to additional shipping charges. In the event customers would like to return orders due to an invalid shipping address on the original order, orders must still meet the criteria outlined in our returns policy as well as a $5 restocking fee.

B) Home Delivery

Where available, HealthSnap users have the option of picking up orders from affiliated pharmacies free of charge.

Once a Pharmacy Pickup order is processed by HealthSnap, customers will be sent an email confirming the order and advising them of the time that the order will be available for pickup.

Customers will have 30 days from the date of purchase to pickup orders. After 30 days, orders will be returned to our warehouse.

Note: Pharmacy Pickup is currently only available at specific locations in Ontario.

Estimated Time For Pharmacy Pickup

Orders will be made available for pickup the next business day.

You will receive a pickup confirmation email as your order arrives at the pharmacy.

Note: Actual Pharmacy Pickup times can vary by location. Check the pharmacy page for details.

C) Remote Locations

Remote locations are all locations that Canada Post refers to as Air Stage Locations where all mail must be airlifted for more than six months of every year as a viable surface transportation alternative is not available.

HealthSnap does not currently offer free shipping or free return shipping from remote locations.

Returns

HealthSnap offers Easy Returns and will provide Free Return Shipping to most locations in Canada. If you are not completely satisfied with a purchase made on HealthSnap.ca, most unopened items can be returned up to 30 days after the date of purchase. All returned products must be accompanied by an original sales receipt and in saleable condition. Please include all original packing material with each product. Once the items have been received and deemed eligible for return (see non-returnable items below) we will refund the price and tax paid on those items. Unfortunately, we do not refund shipping charges paid on orders that do not meet the $50 free shipping threshold.

We cannot generally accept the return of products that are opened and/or are returned more than 30 days after the date of purchase. However, such products may still be covered under a manufacturer’s warranty, so if you have a problem you can try calling the manufacturer using the contact information on the product packaging.

Returns requested as a result of an invalid or incomplete shipping address are only eligible for a full refund less a $5 restocking fee.

Note: HealthSnap does not currently offer free return shipping to remote locations

Non-Returnable Items

The following products/ services are generally not returnable or refundable:

Items that are opened, damaged, or otherwise not in saleable condition;
Items sold at a discounted price via a promotion, clearance, or coupon code;
Items returned more than 30 days after the date of purchase;
Sexual wellness products;
Private label products (i.e. health One products).

Returns Process

Within 30 days of purchase email returns@healthsnap.ca with subject line "HEALTHSNAP RETURN" outlining the items that you would like to return and the reason for the return, to receive a link to print off a Free Return Shipping Label;
Pack the items to be returned in a box (preferably the box it came in);
Affix the Return Shipping Label to the box;
Write “HEALTHSNAP RETURN” and the Order Confirmation Number (sent in the email confirming the order) visibly in permanent ink on the box;
Drop the properly packaged and labelled box off at a Canada Post location. A complete list of Canada Post Offices can be found here;
Once the return is received at the HealthSnap warehouse it will be examined by our staff to determine whether the returned items are in saleable condition or otherwise returnable;
After the return has been examined by our staff, the customer will be sent an email authorizing or rejecting the return;
If the return is accepted, HealthSnap will issue the customer a refund within a couple of weeks in the same tender as the original purchase (i.e. if you used a credit card a refund will be issued to the card).