Shipping policy

This Shipping Policy outlines our end-to-end fulfillment standards to ensure predictable delivery outcomes for every order placed with Heartfull Herbals.

1) Order Processing

  • Handling SLA: 1–3 business days (Mon–Fri, excluding holidays).

2) Shipping Methods & Transit ETAs

Orders ship from Collingwood, Ontario via trusted carriers (Canada Post). 

  • Domestic Standard: 2–4 business days after dispatch

ETAs are carrier estimates and may vary due to weather, peak volume, customs, or service disruptions beyond our control.

3) Rates & Free Shipping Threshold

  • Dynamic Rates: Calculated at checkout based on weight, dimensions, destination, and service level.

  • Free Standard Shipping (Domestic): Orders over $80.00 CAD (after discounts, before tax).

4) Split Shipments

To accelerate delivery, we may ship your order in multiple parcels at no additional cost. Each parcel will have a unique tracking number.

5) Order Tracking & Notifications

  • Email confirmations are sent at order placement and shipment (with tracking).

  • Tracking may take 24–48 hours to populate after label creation.

  • Multiple-item orders may generate multiple tracking updates.

6) Address Accuracy & Delivery Outcomes

  • Please verify shipping details at checkout. Once an order enters Processing, edits may not be possible.

  • Undeliverable/Return-to-Sender: For incorrect addresses, refusal, or unclaimed parcels, we can reship (additional postage applies) once the parcel is received back in sellable condition. Correct address must be confirmed before reshipment is sent. 

7) Delivery Confirmation & Safe-Drop

  • A carrier scan of Delivered constitutes proof of delivery to the address provided.

  • If package theft is a concern, consider a secure destination or request signature confirmation (fees may apply).

8) Botanical & Temperature Considerations

Some herbal products are heat- or cold-sensitive. At our discretion, we may:

  • Adjust ship days (e.g., avoid weekend holds), and/or

  • Add insulation/ice packs during extreme temperatures.
    These measures mitigate—but do not eliminate—temperature risk once in carrier custody.

9) Restricted Items & Destinations

We comply with all applicable regulations for botanical goods. Orders may be cancelled or excluded from shipment to jurisdictions where certain ingredients are restricted or prohibited. Impacted customers will be notified and refunded for any unshipped items.

10) Delayed, Lost, or Damaged Parcels

  • Delayed: If no tracking movement for 7+ business days (domestic) or 14+ business days (international), contact us for a carrier investigation.

  • Lost: If a carrier declares a parcel lost, we will replace or refund—your choice.

  • Damaged: Email photos of the outer box, inner packaging, and product within 7 days of delivery so we can file a claim and expedite a resolution.

11) Force Majeure

We are not liable for delays or failures caused by events outside our reasonable control (e.g., natural disasters, labor disputes, carrier interruptions, regulatory actions).

12) Contact

Email: hello@heartfullherbals.com