Frequently Asked Questions

We are a physical store, and our inventory levels are combined. If there's a person buying in store at the same time you placed your order, item will show as available.

Item(s) will be refunded without your authorization if it does not constitute 50% or more of your order.

Other reasons:

- You ordered a frozen item and you did not choose REFRIGERATED MATERIAL at checkout

- Inventory levels not accurate due to human error, products stolen from store, products expired and website not updated at moment of purchase.

We cannot reverse refunds. We won't be able to ship refunded items.

This is a time-sensitve task that will only depend if our team is able to do so before it's too late. We do not cancel orders via email! We will only cancel orders thru our phone number at the store 514-738-4638. We are not obliged to cancel an order based on this time-sensitive characteristic. Please be aware that if your order was not succesfully cancelled, we won't be able to refund you.

You can always click on "Forgot password". If you get a message "No account associated to this email", It may be that you have not created an account with us.

You may have ordered several times with us and received loyalty points as well. That does not mean you have created an account.

Please CREATE AN ACCOUNT with your email, and you will be able to see your past orders and associated points.

We are not able to control the time and date companies deliver your package. If you are not present or business is closed, it may be safe dropped, or a slip left for collection. If the box contains perishables, it will be ok for some hours, even a day. We will not be responsible if your order is dropped at a courier location for you to pick up later.

Montreal

Please add "OFFICE" as a note in your order to help us out on scheduling the order, if it does not fit in the route of the day it would be scheduled for the next buisness day. Please click here to know what happens if you do not notify us promptly.

You most probably did not add gel packs, we are not able to send Ice Creams - Popsicles without them. Keep in mind to not order these items in hot days. By adding gel packs, it will help them to maintain coolness, they would arrive a bit melted as if you went to our store and back home. Expect 3-4 hours maximum for the box to be outside in a regular car.

Note: Water Popsicles can definitely go back to the freezer, they will melt 30-40 minutes of being outside!

We will not refund these items if they arrive melted, NO EXCEPTIONS! Keep that in mind.

Unfortunately, as soon as you place your order, we are not able to modify it. It will be shipped as original.

We have a feature that's called PICK UP. You can try place a "pick-up" order so we can add it to you original order. You'd need to call (no email due to time sensitive task) the store with your new order number. If we are not able to put it together in time, you can always request a refund on the pick-up order. It will not be shipped/delivered separately.

The only reason we'd do a replacement is on orders related to Promotions. If there's a promotion based on quantity, and we are missing an item(s), that missing item will be replaced by another item (already ordered by you on the same order) so you don't lose the promo.

If you don't want a replacement during a promotion, please write NO SUBS. Keep in mind that we may fulfilll the rest of the products and reverse any promotion you may had because of the missing item. We will not honor the discount in question.

We have this information well explained on our shipping page, click here for full details.

We ship all over Canada, time varies depending on your province. We send multiple notifications thru our partners so you are updated on the shipping notification. Here is a guide for you to have an idea

Montreal Area

We use our own drivers, so we have full control of timing and delivery. It's the only we can do same day if you order before 11:00am (on weekdays). Range of hours - Usually between 2:30pm and 9:00pm. You will get 4 notifications along the way (range of 2 hours with a tracking link - optimo tracker, on its way with a LIVE tracker, order delivered with a photo)

Rest of Canada

We fullfill all our orders within 24 business hours (unless they have perishables). After you get your tracking number, you will get your order in:

Ontario - Quebec 1-2 business days

Manitoba - Nova Scotia 2-4 business days

All other provinces 4-6 business days

Keep in mind we cannot control courier's schedule, so be sure to check your tracking numbers. These estimations are for reference, we do not guarantee them!

You should have received an email notification with a "VIEW YOUR ORDER" button. There's a tracking number associated to it, it should take you to the courier's page for the most updated information.

Montreal exception

If you go to the website, your order most likely will say "delivered". Please disregard the website's information, that only means that your order has been fulfilled. The tracking link sent by OPTIMO TRACKER, will give you an Estimated Time and a LIVE TRACKER for you to follow along.

Montreal

This information is not accurate for Montreal. Check your LIVE TRACKER from OPTIMO ROUTE). Search on your email inbox and junk, just in case, for Optimo Tracker. It will give real time information. On your confirmation email, we have a message Please disregard the "delivered" message from the website. There are three notifications you will get from Optimo Tracker, all of them with a link that 3 stops before yours you can use to see a LIVE scenario of your box. That way you are aware of where you box is, at all times.

All over Canada

The information should be accurate on the courier's tracking number page. Please contact the courier if you have any questions.

We take pride on shipping all our orders in record times! If you order has not been shipped within 48 hours, something is delaying your order. Please check your junk mail, we may have sent you an email explaining the issue. If you have not received that email, please contact us to orders@naturesante.ca

We run our own drivers' operations for Montreal Area orders. Expect your order to be delivered in a regular car to your door and/or lobby if a building. We do not go upstairs to apartments.

For orders outside Montreal, we will select the most cost-effective courier to ship your order, unless you choose a specific courier. If you choose Fedex Ground, our team will ship it with Fedex/UPS as they offer a similar service.

All our shipping options have the refrigerated fee included unless it mentions NO REFRIGERATED ITEMS on the shipping method description

Our operational system shows a photo of where the box was left (Montreal). This photo, along with 4 other notifications, would be sent to you during the transportation process so you know exactly where your box is. Box will be left in front of your home and/or lobby if you live in a building. We do not go upstairs, we leave it in the mailbox if available! If not, it will be left at the most suitable space for deliveries.

Stolen/lost boxes happen rarely. By buying from us, you acknowledge we do not refund and/or replace lost/stolen boxes. We will not be legally liable for orders lost and/or stolen. This information is also written on your other email notifications.

If you are in Canada, and you are over the minimum threshold for free shipping, there are two exceptions:

- Area related

Yukon & Northern Territories

PO Boxes

Prince Edward Island

Remote Locations

Other

- Weight related

Orders over 4kg may be subject to an overweight fee (shipping cost minus our part of the shipping up to 4kg).

If your order has not been shipped within 2 business days, maybe you are within the exceptions. In both cases, we should have emailed you an email explaining how to proceed. Please check your junk mail.

Note: Our system does not allow to charge your payment method anything extra, so everything would have to be authorized and processed by you.

There are four possible scenarios:

- Pre-select shipping option before

It may be that you tried to checkout before and the website enabled a shipping option beforehand, you will have to go to the payment details page. You would have to scroll down on the Shipping Method page so you can choose the Free Option yourself. If you still don't see it, check other scenarios below.

- Local delivery 

For orders in Toronto, Ottawa, and Vaudreuil area we have a handling fee that may include but is not limited to Refrigerated Fees, fast shipping, and fulfillment. This handling fee is waived if your order is above $120 (excluding REFRIGERATED FEES)

- Perishable items 

Shipping charges are waived on any order above a minimum threshold depending on your area (click here to check your area). Refrigerated items will incur in a FEE that includes insulated wrapping and ice packs to ensure the safeness of your perishables. Keep in mind that items may not be frozen/cold if you select the standard shipping options, including the Free options). We suggest you go to our REFRIGERATED FAQs to know exactly what to expect from each service we provide. There's a specific service for each client's needs.

- 50% off deal

Since the pandemic in 2020, we put our hottest promotion on HOLD. As a community, we decided to bring it back with two conditions: no guarantee of same-day delivery, and a handling fee on any order outside Montreal. This handling fee is $5 added to any other fee associated with your items.

Please refer to our shipping rules for more information

You have 14 days after the purchase date to return a non-perishable item if you don't like it. Items must be unopened and its original condition. You can send an email to orders@naturesante.ca to confirm that you sent a unopened item for refund.

Our return addres is:

NATURE SANTE - Returns

5006 Queen Mary Road

Montreal, QC H3W 1X2

Check our return policy here

Only premise: Unopened, original condition, and not expired). If you buy in-store you have 14 days to exchange an item. If you buy online, you will have to bring it in-store or ship it at your cost for us to offer an exchange (outside Montreal - we will only refund you so you can buy the item you want).

Unfortunately we do not accept open items to be exchange/refunds, no exceptions. The only reason we can take open items is because they are damaged/broken in transit. If a products needs to be returned because its damaged and/or broken, we will cover the shipping costs. Please note that a product is required to be returned in order for a refund to be issued, regardless of the situation. Sometimes we might be able to issue a refund based on a photo confirmation of a product damage. Do not dispose the item in question unless you get our authorization to dispose it. No exceptions.

Contact our team at orders@naturesante.ca within 48 hours of receiving the order. Send photos that shows the issue.

We will contact you to find a solution for you. Do not dispose the product until we contact you and tell what would be the next step. We may be sending a return label to get a refund/exchange. We will not refund an item if its disposed/open without our authorization.

Contact our team at orders@naturesante.ca within 48 hours of receiving the order. Send photos that shows the issue.

We will contact you to find a solution for you. Do not dispose a wrong item, we will be sending a return label to get a refund/exchange. We will not make refunds based on a mistake from our side.

We do! We are proud to say that our Queen Mary location offers all our 14.5k products. We are small, but packed with everything you have on our website. We are open 7 days a week

Visit our Store

Conveniently located in front of Snowdon Metro!

5006 Queen Mary Rd Montreal, QC H3W 1X2

Mon - Fri 10:00 - 19:00 | Sat - Sun 11:00 - 19:00

We prepare all our pick-up orders within 4 hours (between 12:00pm and 4:00pm). You will receive a notification when your order is Ready for Pick up. You are more than welcome to come in and get your pick-up order, we can also bring it outside (curbside pick up).

Please call the store when you are in front of the store, not before!

NO PICK UPS DURING THE WEEKEND!

If you do not want to wait for your "ready for pick up" notification, no problem! Just call when you are outside, and we will prepare it for you. This exclusive service is only valid between 10:00am and 5:00pm.  We will drop everything we are doing and prepare your order on spot. We kindly suggest to wait for our "order ready for pick up" message.

NO PICK UPS DURING THE WEEKEND!

We do! Just wait for your "ready for pick up" notification, and call our store just when you are in front of the store. We took a few minutes to bring it outside.

NO PICK UPS DURING THE WEEKEND!

Only premise: Unopened, original condition, and not expired). If you buy in-store you have 30 days to exchange an item along with your receipt. We will not be able to refund/exchange items without a VALID INVOICE - No exceptions.

Credit card bank statements are not valid for exchange/refund

You do! Just be sure to share your phone number/email to our cashier clerk.

Every perishable item would have a paragraph at the beginning of the description stating if it's a refrigerated/frozen item.

Check how we handle our refrigerated items and what to expect from our standard services to make it affordable for most clients. If you are looking for a styro foam box and VIP PRIORITY service, please contact our team at orders@naturesante.ca

Packaged frozen foods can remain safe to eat beyond their expiration date, typically for 6-12 months, as long as they have been stored properly at a consistent freezing temperature of -12°C or lower. The date on frozen food packaging is a quality indicator, not a safety indicator. It indicates when the food will be at its peak flavor and texture if left outside the freezer, you have a year if kept frozen to maintain the quality. We do take our products out of the shelves after 6 months past the Best Before Date.

Some brands are helping clients understand the information on Best Before by writing "Best if frozen before xx/xx". We are aiming that all clients use this term so its crystal clear for everyone

Create and/or login to your account, and you will be able to see your points on the bottom left corner (purple box that says NS LOYALTY PROGRAM). If you get a "incorrect email" notification, it may be that you have not created an account on the website (despite having placed order already)

We do not require clients to create an account to place orders. As soon as you do, points will temporarily be added to your email (as a temporary account). Whenever you have time to create an accounts, those points will be there for you. Points will not expire.

Points do not expire. You have no commitment to use before a specific time, They will be there for you to redeem in the future.

It's simple to redeem points

Create and/or login to your account, click on the bottom left corner (NS LOYALTY PROGRAM). Click on "Redeem points to get discount on your order". If you haven't created one, regardless of having placed orders, you need to do so.

Click on the menu "redemption catalog

Scroll right/left the amount you want to redeem (maximum the subtotal amount you have on your cart). Coupon will be created, and you can apply it to the cart.

You have 24 hours to use it. If you decide not to use the coupon code, no worries, points will go back to your account after 24 business hours.

If it's not showing, it may be that you the code creation was not completed, go the question "how do I redeem my points" to follow the instructions.

If you did see it on the cart, you may have disable it by mistake, it may happen. Don't worry, points will go automatically after 24 hours. Give it time to go back! We won't be able to apply it manually since the code is encripted and we cannot retrieve it.

If you have not processed the order, you can always click Cancel Coupon in your cart:

You can also click on the X next to the code at checkout as well

If you are not able to cancel it, you can always wait until the codes expires. Points will go automatically to your email account.

Let's explain it straight forward. You get 1% cash back with any of your orders, no limitations! You get 2% cash back on Wednesdays with an order over $50.

100 points = $1 redeemable . Example: If you 500 points to redeem, you are eligible for a $5 redeemable coupon to use in your next purchase.

No. Our website only allows one code per order