Loading... Please wait...

Shop by Categories

FAQ

Frequently Asked Questions

 

Shopping Cart (Click here for more graphical details)

How Do I Use The Online Shopping System?

At Health Palace the process is easy, quick and simplified. Here are the steps to follow:

Your shopping Cart

First you need to find and choose the product that you want to order .Once you find the product that you want you can directly add that product to the cart by clicking on add to cart button.

Note: Some of the products are available in different formats, flavour and sizes. In these cases by clicking on the choose option button, on the next window you will be able to decide about the options. Then click on add to cart button.

By this, you place the product into your shopping cart. You can always remove it later or delete it.

Note: Clicking on add to cart does NOT obligate you to order it. It is just like you are putting a product into your shopping basket when you are at the grocery store.

Click back on your browser or the Keep Shopping button at the bottom of the shopping cart to keep shopping for more products. If you are ready to checkout, go to the next step.

Changing Quantity: To change the quantity that you are ordering, open the drawer beside the items in your shopping cart and choose a new number for the quantities that you prefer. Then your shopping cart will be updated automatically and the new price total will be appeared.

Removing Products: To remove products from your shopping cart, click on the Remove button next to the item or choose zero from the drop down menu.

Clearing Your Basket: To start over with an empty shopping cart; simply click on the Remove button and remove the items from your basket.

Make sure that all the products in your cart are exactly what you want. Then you can estimate your shipping cost by clicking on Estimate shipping and Tax.

Once you are ready you can click on proceed check out button.

CHECK OUT (Click here for more graphical details)

Step 1: Account Details

At this point there will be 2 options either you already have an account with us Or you are a new customer.

If you have an existing account with health Palace please go ahead and enter your email address and pass word.

If you are a new customer choose to register an account. We need some information such as your address to be able to ship the items. So please fill out the form precisely.

Step 2: billing and account Details

Note: At the end of the form you will choose to have the same or different address for billing and shipping. By this the customers are able to shop for their friends and sent the package at their door.

Separate Billing and Shipping Address? If the address that you want the products shipped to is different from the one on your credit card or PayPal account, you must enter your separate shipping address in the shipping address area of the form. Not giving us your correct billing address may cause your order to be declined or delayed

Step 3: shipping Details

If your shipping address is different from the billing address at this page you will enter the shipping address and other enquires.

If your billing and shipping address is the same you will skip this step and move on to the next step.

Step 4: shipping Methods:

At this point a list of choices for shipping is available. After choosing a suitable method of shipping, please continue to complete the last step.

Note: free shipping will appear as an option automatically whenever applicable

Step 5 - Order confirmation

Here you will see the product which you have purchased and the shopping method and finally the total amount to choose a payment method.

You can choose your payment option. You can pay by credit card (Visa, MasterCard, American Express, or Discover) which is the most popular option, or through your PayPal account.

Enter Your Payment Information: This step is where you will enter your payment info. And follow the instructions.

 Back to Top

Payment methods (Click here for more graphical details)

How Can I Pay For Products?

You can Pay Online by  Visa, MasterCard, American Express, Discover and others credit cards (depending your country) using PayPal. You will be guided to PayPal payment gateway at the conclusion of the checkout process. 

Also, you can pay in store by Credit Card ( MC / VISA ) at  416- 273-4809.

How Do I Pay By PayPal?

It is very easy to use. Simply choose the PAYPAL option in your shopping cart where it says: "Payment Method".

Once you submit your order and address information you will automatically be taken to the PayPal site to submit your payment. That page will have our name and payment information on it, along with the total amount due. Simply fill out the form and make your payment. That's it! We will ship your order within 48 hours!

If you do not finish this part of the process, your order will not be shipped.

How Do I Use My Credit or Debit Card to Make a PayPal Payment?

You can select your debit or credit card each time you make a payment:   

Just keep in mind that if you have a balance in your PayPal account, we'll use that before your debit or credit card. If you don't have a PayPal account, you can enter your debit or credit card information during checkout to complete the payment.

Click on Review and Continue button. Verify your address and payment info one last time to be sure it is 100% correct. Click on SUBMIT ORDER. Congratulations! You are done. On the next screen you will get your order number and a copy of your receipt. You will receive a receipt by e-mail also. You will then be notified by e-mail when your orders ships or if there are any problems with your order.

What Is PayPal?

PayPal, the trusted leader in online payments, enables buyers and businesses to send and receive money online. PayPal has over 100 million member accounts in 190 countries and regions. It's accepted by merchants everywhere, both on and off eBay.  

Is It Safe To Use PayPal?

PayPal helps protect your credit card information with industry-leading security and fraud prevention systems. When you use PayPal, your financial information is never shared with Health Palace.  

What If I Do Not Have A PayPal Account?

No Problem. You do not need an account to pay for your purchases.

When you proceed to payment in the Health Palace Secure Checkout, it will redirect to PayPal checkout where you have an option to choose a way to pay “Pay with my Pay Pal account” or “Pay with a credit card”.  

When you select “Pay with a credit card” you can pay with Visa, MasterCard, Amex, discovery or others credit cards (depending on your country).

Will I Get A PayPal Receipt?

Yes. A receipt will be issued to you electronically (email).

Is My Credit Card Secure?

All online transactions made at Health Palace are handled with industry standard SSL encryption. When you enter your credit card number into PayPal’s on-line order form, it is transmitted across the Internet in an encrypted form. As a Merchant, PayPal DOES NOT ALLOW US TO HAVE ACCESS TO YOUR CREDIT CARD OR BANKING INFORMATION, this security is to ensure that you are protected.  

 Back to Top

Shipping Methods 

Shipping - Canada

What Canadian Shipping Methods Are There?

Based on our research among many shipping methods we came up with the most reliable and reputable ones.

In your shopping cart, you have the option to choose different delivery methods and companies ( Canada Post or FedEx) depending on your necessities.

What Are Your Canadian Shipping Rates?

Generally the shipping rates are different based on what is in your shopping cart, delivery methods and their providers (Canada Post or FedEx). You can find out what the fee will be for your order by clicking on Estimate shipping and Tax at the shopping cart page.

Do have a Flat Rate Shipping For Canada?

Yes, Our Ontario Flat rate per order is $4.99* ; and Across Canada flat rate per order is $8.99 to be shipped via Canada Post Regular Parcel.

*exceptions applies $4.99 Flat Rate per order only applies for GTA (Great Toronto Area). Rest of Ontario Flat Rate is $5.99.

Do You Offer Any Free Shipping For Canada?

Yes, there is a free shipping optionis  for Canadians who their purchases pass certain amount depending on their provided shipping address . These orders will be shipped via Canada Post Regular Parcel or Fedex Ground.

Across Canada Free shipping: for orders Over $99* before tax. 

*exceptions applies

Do You Apply Any Other Additional Fees And Charges?  

At Health Palace you enjoy great prices or shipping fees,without any additional hidden fees or handling charges. 

How Long Does Shipping Take In Canada?

Delivery times will be different depending on the method you choose and your address. Normally it might vary between 48 hours to maximum 3 weeks. As soon as your package is ready to go you will be notified by an email from Carrier.

Estimated Shipping by shipping Carriers applied for major urban centres and based on business days. Saturday, Sunday, and Holidays do not count as shipping days. If you live outside the area of a major urban centre please add 2-4 business days to the shipping time.

*All time frames are estimates and may be change depending on various circumstances.

Canada Post

Regular Parcel: most economical solution for your shipping needs within Canada. Regular Parcel™ shipping service is your low cost alternative when price is more important than speed. (Local – 2 business days, Regional – 3 up to 5 business days, National – 4 up to 15 business days)

Expedited Parcel: is a cost-effective, ground delivery service within Canada. (Local – 1 business day, Regional – 1 up to 5 business days, National – 2 up to 7 business days)

Xpresspost Certified: is a fast and reliable way with the ability of tracking your items on line and signature is necessary to receive the item. On time delivery guarantee (Local – next business day, Regional – next day to 2 business days, National – 2 to 5 business days )

Xpresspost: shipping service is a fast and affordable way. (Local – next day, Regional – next  to  2  business days, National – 2 - 5 business days)

For more information please refer to Canada Post Terms and Conditions

 

FedEx Intra-Canada   

FedEx Ground: You can rely on FedEx Ground to provide day-definite delivery within 1 to 7 business days for packages.

FedEx Experss: For items that require faster delivery across Canada. Delivery is available 1-4 business days.

** Some restrictions apply. See the Terms and Conditions section of the FedEx Service Guide at fedex.ca for details.

Note: On the official holidays and weekends most of the shipping companies do not operate in Canada and this might cause some delays on deliveries.

Will I Be Notified When My Package Ships?

Yes! Usually clients will receive a shipment notification via an email from the shipping company and this will give you other important information. Ensure you check your junk mail folder and add them to your allowed email list.

Will I Get A Tracking Number?

Yes! Usually, The Carrier will send you a shipment tracking email. In it, you are provided with a tracking number to track your order. Ensure you check your junk mail folder and add them to your allowed email list.

How do I know that my package will be delivered successfully?

At Health Palace our priority is to make sure all the packages are delivered to our clients in their original condition. Therefore, we ship the items by using reliable delivery methods and minimizing risks of lost or damaged packages to as low as possible.

Health Palace offers different methods of shipments. Canada Post, FedEx, UPS, and Purolator. The flat rate shipping and free shipping options are done through Canada Post.

All the packages receive a tracking number to confirm delivery and it is provided by the carrier. Once the shippment process is completed by the carriers, you will receive an automatic email from them providing tracking number and more specific details like expected delivery time.

All the packages are delivered under the condition of "DO NOT SAFE DROP". Under this condition packages are not left on the safe areas around your house like porch, lawn, or any other areas. If you are at home, you'll get the package; otherwise, a notice of delivery will be left for you indicating where and when you can pick your package from the closest postal office. Normally postal office will ask your name and an ID to release the package to you. Signature is collected in majority of cases in the postal office.

Packages with a higher value will have a mandatory signature requirements regardless of going to the postal office or receiving it at your door.

To minimize clients' losses in case of human erros or accidents, all the packages are insured. However, insurance does not cover total value of the goods; and Insurance claims are submitable and payable only after carrier completes all their investigations and paperwork.

I checked my tracking number and...It hasn’t been updated in a few days and it shows the package is just sitting there?

In some instances there is a delay between when the scanning of your item occurs and when that information is presented in the Canada Post or Fedex tracking tool. While the tracking tool does provide progress of items in transit to their destination, the main purpose of  that is to provide confirmation of delivery.

When Will My Order Ship?

Our priority is to make sure you receive your package in as quickly as possible!

Usually orders are processed within 72 hours, except those orders received after 12.00 a.m. on Fridays (EST) to Sundays or the ones placed on Holidays.

If most part of your order is in stock, that part might be sent out at the same schedule as above.

If your order is on backorder, we will ship your order the day that your items come in. Don't worry, because it barely happens! If we do have a backorder, it is usually for only a few days at the most and it happens when the manufacturer does not provide the product as quickly as it has been unticipated.

Note: Orders containing variety of different items and/or the liquid products may take 2-3 extra days for preparation.

Liquid and fragile items may be arranged on a specific day for carriers to pick up.

Note: HealthPalace.ca reserves the right to cancel any order due to stock availability or information errors. We usually process and ship products out within 1-3 bussiness days, unless the inventory is out of stock due to a backorder from the manufacturer and we are waiting for new deliveries. A representative will contact you and notify you of the delay. Also; you will be able to find these information posted on your account.

On the official holidays, weekends, and in bad wheather conditions, shipping companies do not operate or will cancel their services in Canada and this might cause some delays on deliveries.

Note: Some international and/or USA deliveries require extra paper work and verifications for custom and the carries this may delay the shipping time.

 Back to Top

Shipping - USA

What Shipping Methods Are Available to USA?

Based on our experience and research among many shipping methods we came up with the most reliable and reputable ones to make the process easier for our international customers.

In your shopping cart, you have the option to choose different delivery methods and companies (Canada Post, FedEx, and UPS) depending on your necessities.

What Are Your Shipping Rates To USA?

Generally the shipping rates are different based on what is in your shopping cart, delivery methods and their providers (Canada Post, FedEx). You can find out what the fee will be for your order by clicking on Estimate shipping and Tax at the shopping cart page.

How long does Shipping Take To USA?

Delivery times will be different depending on the method you choose and your address. It varies between 7 business days to 4 weeks depending on your address. As soon as your package is picked up you will be notified by an email from the Carrier.

Note: Some international and/or USA deliveries require extra paper work and verifications for custom and the carries this may delay the shipping time.

Note: that tracking numbers may not appear as active until your package has been received at the sorting facilities in your country.

Delays happen depending on the customs agency and rules in your country. Our customer service will keep track of your shipment to make sure you receive your order.

Note: On the official holidays and weekends most of the shipping companies do not operate in Canada and this might cause some delays on deliveries.

Canada Post

Xpresspost - USA (Estimated 7-14 business days delivery) provides delivery that is fast, cost-effective and the ability to easily confirm the status of your shipment online.

Expedited Parcel™ - USA (Estimated delivery in 9-18 business days) it is the most economical ground shipping service to the USA.

Tracked Packet™ - USA (Estimated delivery in 12-24 business days) it is a reliable and cost effective shipping service for USA. (Note: This method does not provide tracking number.)

Small Packet™ - USA Surface (Estimated delivery in 14-30 business days) it is the most economical and it is not time-sensitive shipping service to the USA. (Note: This method does not provide tracking number.)

For more information please refer to Canada Post Terms and Conditions

 Back to Top

Shipping – International

We frequently ship many packages internationally. We do our best to update our procedure to provide best possible services every day.

What International Shipping Methods Are There?

Canada post

Priority Worldwide: (Estimated Delivery in 2 or 3 business days)

Xpresspost – International: (Estimated Delivery in 7-21 business days). It is quick, cost-effective, and available to 50 countries worldwide providing the ability to easily confirm the status of your shipment online.

Light Packet - International: (Estimated delivery in 6- 18 business days), specialized for small and lightweight items (less than 500g) to international destinations for an economical price.

International Parcel – Air: (Estimated delivery in 7 - 40 business days) a reliable and cost effective shipping service for larger parcels to international destinations. This is the fastest way to send parcels to destinations not served by Xpresspost – International.

International Parcel – Surface: (delivery may take up to 60 business days) This shipping method provides the lowest cost for international shipping and it is the most selected one among other methods. this is suitable for non time sensitive orders to international destinations.

For more information please refer to Canada Post Terms and Conditions

Note: Some international and/or USA deliveries require extra paper work and verifications for custom and the carries this may delay the shipping time.

Note: that tracking numbers may not appear as active until your package has been received at the sorting facilities in your country.

Delays happen depending on the customs agency and rules in your country. Our customer service will keep track of your shipment to make sure you receive your order.

Note: On the official holidays and weekends most of the shipping companies do not operate in Canada and this might cause some delays on deliveries.

 Back to Top

In Store Pay 

I Visited Your Website, But I Do Not Want To Order Online, Will You Offer The Same Deals & Prices If I Drop By?

There are some deals that are only applicable for customers that order by online; therefore, if we do not receive an order from you through the online shopping, the price and the availability of that product will not be applyed at the physical store.

I Want To Order Online but I Do Not Want To Pay Online, Can I Pay In Store For My Order?

Yes you can pay in store. Pay in store is an alternative to PayPal for those who do not feel comfortable to leave their information with PayPal. In this case Health Palace require your credit card information on the phone and provide you a receipt of transaction for total amount that you have been charged for.

Note: We do not keep your credit card information on file.

How can I pay for my purchase in the store?

Pay in store is an alternative to PayPal for those who do not feel comfortable to leave their information with PayPal. In this case Health palace require your credit card information on the phone and provide you a receipt of transaction for total amount that you have been charged for.

Back to Top

Sales Tax & Prices

Will I Have To Pay Taxes Or Duties On The Shipment?

Every country is different and it depends on different factors. At Health Palace we try everything to make sure that you either don't have to pay any fees or at least minimize them. Check the laws in your country to be sure.

Based on our experience, most foreign customers do not pay any fees when they receive the shipment. If you do get charged, they will charge you at the time of delivery. If you refuse the shipment because of these fees, we can refund you for the products when we receive them back, while, the shipping or return shipping costs are not refundable.

If there is anything to help you out regards, Please contact us.

American customers can benefit from DUTY FREE shopping! We try to see how could be done to provide the same to customers in other countries!

Does Your Prices Tax Included?

The subtotal does not include tax, and Taxes if applicable (Canadian Customers) will be added to your invoice.

What Currency Are Your Prices Based On?

Both domestic and International orders are priced in Canadian dollars. All International payments will be made in this currency. Normally the credit card company will automatically convert your currency to Canadian dollars and pay the appropriate amount. 

Back to Top

Customs

Is There Any Restricted Product to Ship To My Country?

Any product could be shipped to any country! However, it is your responsibility to know what is legal and what is not. We will always ship discreetly for your privacy.

Note: we do not take any responsibly for any customs restrictions, tariffs, or other regulations that may apply in countries outside Canada. In order to find the right answers to your questions, we recommend speaking with your customs office, although we will ship any products you order to the address you provide.

Since each country has its own laws and regulations ,The responsibility is yours to check with your country's Customs office to see if your country allows the shipment of products you ordered (or wish to order) to your country.

In our part and we follow the exact directions in your order. We will ship the products that you pick to the address that you provide If  for whatever reason the package is seized by Customs Officials, the refund will not be issued unless all products are returned to us in their original condition which most of the time the stopped items are returned to us. For any Reason if the package is returned to us by Customs Officials, you are still responsible for any shipping charges. Shipping Charges are calculated based on the weight of the package; small packages are cheaper than heavy protein buckets.

Note: Those parcels which were held up, rejected, returned, opened for inspection by customs , and unclaimed or rejected packages are discarded and will not be subject to any amount of refund, exchange or store credit.

Based on experience, Most orders make it through customs fine, very rarely problems with international shipments will occur and almost all products are legal in almost all countries.

What Happens If The Package Is Stopped By Customs?

Rarely, due to circumstances outside of our control, some international orders get stopped by the customs agency in your country.

Note: we do not take any responsibly for any customs restrictions, tariffs, or other regulations that may apply in countries outside Canada. In order to find the right answers to your questions, we recommend speaking with your customs office, although we will ship any products you order to the address you provide.

Since each country has its own laws and regulations ,The responsibility is yours to check with your country's Customs office to see if your country allows the shipment of products you ordered (or wish to order) to your country.

In our part and we follow the exact directions in your order. We will ship the products that you pick to the address that you provide If  for whatever reason the package is seized by Customs Officials, the refund will not be issued unless all products are returned to us in their original condition which most of the time the stopped items are returned to us. If your package is stopped by the customs agency in your country, you may or may not receive a notice from them. If the products are indeed illegal in your country, they will most likely return the package to us. If they do, there may be a return shipping fee.

For any Reason if the package is returned to us by Customs Officials, you are still responsible for any shipping charges. Shipping Charges are calculated based on the weight of the package; small packages are cheaper than heavy protein buckets. Keep in mind that you can have the package shipped again. We will try to help you out!

If the package is not sent back to us or if it is destroyed, we will not be able to refund any part of the purchase price due to circumstances outside of our control. We apologize for the inconvenience and we hope you will give us a try again with different products.

Note: Those parcels which were held up, rejected, returned, opened for inspection by customs , and unclaimed or rejected packages are discarded and will not be subject to any amount of refund, exchange or store credit.

Based on experience, Most orders make it through customs fine, very rarely problems with international shipments will occur and almost all products are legal in almost all countries. 

Back to Top

Backorders & Discontinued Products  

What Happens If A Product I Ordered Is Backordered?

The good news is the backorders are VERY rare. If you notice that a product according to our site is "ON BACKORDER", you can still order the product, and we will ship it immediately when it comes back in. most backordered items are back in stock within only a few days. We will notify you by e-mail within 72 hours letting you know the item is on backorder, and then via an automatic e-mail you will know when the order ships.

Also you always can find the same information on the status of your order, refunds, and back orders by loging into your Health Palace account.

Since, usually the backordered item will be in stock within a week or couple of days, the order will be on hold until everything is in stock. Otherwise you will be notified and you can choose to change the item or cancel it at any time.

What If A Product I Ordered Is Discontinued?

Manufacturers sometimes discontinue a product so it will be no longer available to us, at this point the product will be taken off from the site before running out. If you order the item and then it is discontinued, you will get notified by e-mail. You can then change your order to a different item or cancel it. We apologize for inconvenience and refund you fully for the discontinued item.

Back to Top

Special Orders & Professional Brands 

How Do I Special Order Items That Are Not On Your Site?

If you are looking for an especial product which is not presented on our website, please do not hesitate to contact us via email: info@healthplace.ca or call at 416 273 4809. Our customer service will help you to see if it is available or not, then you will be notified about the price and how long will take to order that product for you.

I want to order a product, but I cannot find it?

Contact us by e-mail, or call us at 416-273-4809 and our Customer Care Center will assist you in finding the product you are looking for and take your order or help you order on-line.

Note: We have access to extensive selection of products that might be not shown on our website. However, you can order your product by e-mail, telephone or by visiting us at Health Palace physical store.

I notice that you carry professional brands (Genestra, Unda, Thorne, etc), but I cannot find the specific professional product that I need, can I order it directly to you?

Yes you can. All professional brands and their products are available; however our website only displays limited of those products. Simply, you can order your product by e-mail, telephone or by visiting us at Health Palace physical store. At any aspect our customer service will do the best to provide the best accessible and convenient way to take your orders.

Back to Top

Return Policy   

What is the return policy on products I buy from your website?

Store credit and a refund when applicable are provided on unopened products in their original packaging and shape returned to the store in person or via a return shipment no later than 30 days from the shopping date. A copy of your receipt is required. Store Credit and Refunds are not applied on items returned after 30 days from shopping date. A refund will be issued for non openend merchandise only, minus a 25% restocking fee.

Refunds, Exchange, and Store Credits are not applicable for Special Orders, Bulk orders including more than 4 items of the same sku, Homeopathic Products, Liquid Items, Probiotics, Food Items, and Cosmetics including but not limited to: Shampoo, Conditioner, Lotion, Cream, Ointment, Soap, Aroma Therapy, Essential Oil, Massage Oil, Hair Color, Sun Screen, Deodorant, and or any other beauty products.

Note: No Refunds, Exchange, and Store Credits on the unclaimed, Rejected and/or Received orders containing Special Orders, Bulk orders including more than 4 items of the same sku, Homeopathic Products, Liquid Items, Probiotics, Food Items, and Cosmetics including but not limited to: Shampoo, Conditioner, Lotion, Cream, Ointment, Soap, Aroma Therapy, Essential Oil, Massage Oil, Hair Color, Sun Screen, Deodorant, and or any other beauty products.

Note: Those parcels which were held up, rejected, returned, opened for inspection by customs , and unclaimed or rejected packages are discarded and will not be subject to any amount of refund, exchange or store credit.

Any of mentioned products getting to our warehouse and/or the store from a non supplier source will be disposed of immediately. This is to respect the health and safety of each and eveyone of our clients and for the integrity of products and services. 

Can I Return or Exchange A Product That I Opened Already?

We can not refund for opened products.

Refunds are not accepted on items returned after 30 days from shopping date. Opened products are subject to 40% restocking fee and are not including shipping costs.

Refunds, Exchange, and Store Credits are not applicable for Special Orders, Bulk orders including more than 4 items of the same sku, Homeopathic Products, Liquid Items, Probiotics, Food Items, and Cosmetics including but not limited to: Shampoo, Conditioner, Lotion, Cream, Ointment, Soap, Aroma Therapy, Essential Oil, Massage Oil, Hair Color, Sun Screen, Deodorant, and or any other beauty products.

Note: No Refunds, Exchange, and Store Credits on the unclaimed, Rejected and/or Received orders containing Special Orders, Bulk orders including more than 4 items of the same sku, Homeopathic Products, Liquid Items, Probiotics, Food Items, and Cosmetics including but not limited to: Shampoo, Conditioner, Lotion, Cream, Ointment, Soap, Aroma Therapy, Essential Oil, Massage Oil, Hair Color, Sun Screen, Deodorant, and or any other beauty products.

Note: Those parcels which were held up, rejected, returned, opened for inspection by customs , and unclaimed or rejected packages are discarded and will not be subject to any amount of refund, exchange or store credit.

Any of mentioned products getting to our warehouse and/or the store from a non supplier source will be disposed of immediately. This is to respect the health and safety of each and eveyone of our clients and for the integrity of products and services. 

Do You Charge A Re-Stocking Fee For Returns?

Yes we do. It is Depending on the reason for the return, if it has been opened or not, and how long after the products is going to be returned. Opened products are subject to 40% restocking fee and unopened products are subject to 25% restoking fee. Refunds do not  include shipping costs.

How do I cancel or modify my order?

Once an order is placed, we are unable to cancel or modify it. If we get your cancellation request within 24 hours Only Store Credit will be issued so client could use that toward purchasing correct or substitute items. Please send a massege directly from your Health Palace account immidiately. Otherwise we are unable to gurantee the cancellation. Please note modification to your order or cancelation of an order is a time consumming process and involves several steps. 15 %  cancellation fee may apply. We are un-able to cancel or modify an order after 24 hours.

If accidentally you ordered a wrong product and we have been notified of a cncellation early enough, there will be a possibility to credit the total amount , so you can use it immidiately toward the correct items.

What Do I Do If I Received A Wrong Product!?

All of the orders are electronically verified eliminating errors in shipment. If you have received a wrong product, simply e-mail us at info@healthpalace.ca and provide us your name, order number and the item that was not correct and what item you should have received. We will check into this immediately, arrange for the wrong product to be returned to us, and send out the correct product as soon as possible. 

A full refund including shipping costs - if applicable - will be applied for the in-correct item/s if you no longer want us to resend them to you.

Please note the refund would be only possible when Item is intact and not opened. Opened items are subject to store credit after 40 % Restocking Fee. Do not open the seals before making sure  that you have received or ordered correct item/s.

What Do I Do If  I Received A Damaged Product?

All items are electronically and manually checked to prevent any defective item from getting through. We would like to reassure all of our clients that we do not stock any damaged, defective, or expired products. Products are chosen from those manufactures that put an extra effort for their quality control providing high standards and stand by their products. All the products are ordered frequently and fresh from the manufacturers. The products are carefully checked and examined several times; once when they are received, before going on our shelves, before being sent out, and finally during packing process.

The priority is to package the items in a proper way to get to you in a perfect condition. Rarely an item may be damaged during shipment due to mechanical process in Carriers facilities. In this case please contact us within 24 hours after receiving the package only via emailing at info@healthpalace.ca and provide us with your name, order number, the damaged item, its LOT number, Expiration Date, and a photo of the damaged box and good/s. (Important: the images must be current with the date).

With those information we contact the Carrier and open a claim and based on the results we arrange return and replacement. Extra information might be required.

Unfortunately this is a time consuming process taking about 10-20 business days. If you need the replacement urgently please re-order the item and when the case is resolved you will recieve a refund, replacement, or store credit.

Note: returns are not guaranteed if you contact us later than 24 hours after receiving the damaged or deffective product.

Note: We are unable to speed up the process as we are depended on the third party and unable to re-ship the item until the paperwork is completed.

Important note: We are unable to process any claim, if the package is damaged or opened for inspection at customs. Insurance and carriers will not take responsibility for this matter. Please confirm with the rules and the laws of your country and customs before ordering any item.

Note: Those parcels which were held up, rejected, returned, opened for inspection by customs , and unclaimed or rejected packages are discarded and will not be subject to any amount of refund, exchange or store credit.

My order arrived, but contains a damaged product. What do I do?

Rarely an item may be damaged during shipment due to mechanical process in Carriers facilities. In this case please contact us within 24 hours after receiving the package only by e-mail. Please be sure to include your order or invoice number in the e-mail, and explain the situation and include photos. Examples of damaged items are broken glass, cracked plastic bottles, safety seal removed or torn off, and bottles leaking. Dented bottles or packages are most often not considered damaged because this does not take away from the safety or potency of the product inside.

Please note the damage should be reported within 24 hours after receiving the package only via emailing at info@healthpalace.ca and providing your name, order number, the damaged item, its LOT number, Expiration Date, and a photo of the damaged box and good/s(Important: the images must be current with the date).

With those information we contact the Carrier and open a claim and based on the results we arrange return and replacement. Extra information might be required. 

Unfortunately this is a time consumming process taking about 10-20 business days. If you need the replacement urgently please re-order the item and when the case is resolved you will recieve a refund, replacement, or store credit.

Note: returns are not guaranteed if you contact us later than 24 hours after receiving the damaged or deffective product.

Note: We are unable to speed up the process as we are depended on the third party and unable to re-ship the item until the paperwork is completed.

Important note: We are unable to process any claim, if the package is damaged or opened for inspection at customs. Insurance and carriers will not take responsibility for this matter. Please confirm with the rules and the laws of your country and customs before ordering any item.

I received my order, but an item is missing. What should I do?

All of the orders are electronically verified eliminating errors in shipment. At HealthPalace.ca, we try to ensure that 100% of the orders are complete and perfect. If you are missing an item, we apologize. Please contact us by e-mail and we will rectify the situation as soon as possible.

What if I entered my address incorrectly?

Additional charges will be applied if the delivery address is incorrect, or if the package needs to be returned or forwarded to a different location.

Note: There will be an extra shipping charge applicable for the package being returned , forwarded, and gets re- shipped. Refund or credit amount for the returned packages will be less the first time shipping plus the same method retuning shipping charge; and restocking fee is applicable.

Note: To re-ship a retuned package, there will be a second time re-shipment cost on top of the first time shipment and returning shipment charges. The restocking fee is waved.   

I have not received my order and it has been passed more than one month since I have placed my order, what should I do?

If you order has been shipped inside Canada or USA, Please email us in order to open an investigation with the shipping carrier.

Unfortunately this is a time consumming process taking about 10-20 business days. If you need the replacement urgently please re-order the item and when the case is resolved you will recieve a refund, replacement, or store credit.

Note: We are unable to speed up the process as we are depended on the third party and unable to re-ship the item until the paperwork is completed.

Note: For the USA small package surface or air by Canada post, only Canada post and the Us mail will investigate it when 60 days is passed and you have not recieved the package. 

Note: No claim can be opened after 80 days from the date that orders have been placed; therefore Health Palace will not be responsible of any lost package or refunds.

Note: Those parcels which were held up, rejected, returned, opened for inspection by customs , and unclaimed or rejected packages are discarded and will not be subject to any amount of refund, exchange or store credit. 

How Long Do Refunds Take?

You should expect to receive your refund after we receive the product in its original shape and package. Reverse transactions should go through several steps and will take some time to appear on your statement. Please allow minimum of 14 business days. 

How Do I Process My Return? 

Once you Email us, the customer service will be guiding you through. If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

I returned my product and still haven't received a credit. When will I receive my credit?

Reverse transactions should go through several steps and will take time to appear on your statement, please allow minimum of 14 business days. Also you will be notified via an automatic email.

Back to Top

Disclaimer:

If a package is returned due to address errors made by the customer, refusal by the customer to accept the package or country’s laws prohibit ordered items from entering the country, the customer will be responsible for extra applicable shipping fees billed by the shipping carrier.

If the package is stopped by customs department and returned, the customer will be responsible for any applicable extra fees (such as shipping fees, quarantine, and 25 % restocking fee).

If the package is not sent back , if it is destroyed for any reason, or the products are not the same ; including but not limited to: original packaging , SKU number, LOT number, and Expiration date; the customer will not receive any refunds on the purchase price.

If return shipping cost is more than the purchase price, the carrier will be instructed to abandon the package, and the customer will not receive any refund or credit for the order.

If package delivery has been seized by customs or abandoned by shipping carrier, the customer will not receive refund or credit for the order.

Health Palace Shipping with Canada Post Terms and Conditions

Shipping Service Agreement: For complete terms and conditions regarding the shipping service selected, consult the Canada Postal Guide at http://www.canadapost.ca/personal/tools/pg/manual/default-e.asp or visit your local Post Office. Note: the terms and conditions, including what is acceptable to mail and customs requirements, will be those in effect when your package is mail.

Limitation of Liability: Liability coverage against loss or damage of up to $100.00 CAD of the shipment's value is included. The availability and the limits of liability coverage depend on the service selected, country of destination, and the nature of the items being shipped. Some exceptions and conditions apply. Note: shipments which are subject to liability coverage and which contain glass, ceramic, or perishable/temperature sensitive items are covered only for loss, not damage. Coverage for loss or damage is NOT available for the following items: cash, stocks, bonds, lottery tickets, negotiable premium coupons, traveller's cheques, and trading stamps, non-mailable items or improperly packaged items, etc. Canada Post's liability is limited to the lesser of the actual or the declared value; less any compensation received by the claimant from any other source plus postage and taxes. For details, refer to the Canada Postal Guide at http://www.canadapost.ca/personal/tools/pg/manual/default-e.asp Making a claim: To initiate a claim, you must contact Customer Service toll free at 888-550-6333 or by email at http://www.canadapost.ca/personal/corporate/about/contact_us/customerservice-e.asp. Claims must be submitted within 90 days for shipments within Canada and within 6 months for all other shipments. Information regarding non-mailable matter can be found at http://www.canadapost.ca/tools/pg/manual/PGnonmail-e.asp#1378185

Privacy Policy     

We respect and value your privacy. You may visit our web site at any time and your identifying personal information will be used only to support the relationship between you and our store. In this regard, we guarantee that we will not sell or provide your personal information, either in whole or in part, to anyone for any reason, unless required to do so by order of law. For more detailed information regarding our Privacy Policy, please visit terms and Conditions link provided at the bottom of each page.  

Back to Top

Security Information     

At our site you are provided by full protection on any personal information such as your name and contact information (your mailing address, contact telephone number/s, and other pertinent identifying information you may provide to us in order to serve your needs). In addition, we use the latest and most up-to-date security software to encrypt your payment information, including your personal and credit card data. For more detailed regarding our Security Policy, please click on the Terms and Conditions link provided at the bottom of each page.   

Back to Top


Previous Next
SiteLock shopbot CA - Health Palace

 

Account Info
  • My Account
  • Order Status
  • Wish Lists
  • Gift Certificates
  •  

    Customer Service
    How to place an order
    How to quick reorder
    How to track your package
    Shipping Canada
    Shipping USA
    Shipping International

     

    Company Info
    Terms of use
    Privacy Policy
    Shipping & Delivery
    Sitemap

     

    Office Hours
    M-F 10am - 8pm EST
    SAT 11am - 4pm EST

     

    Contact Info
    3601 Highway 7 Unit 114
    Markham, Toronto L3R0M3 Phone:
    416-273-4809
    905-604-1203
    1-800-657-5002
    Contact us
    Email US

    Connect with us:

    HealthPalace/Facebook
    Facebook
    HealthPalace/twitter
    Twitter
    GooglePlus/HealthPalace

    Google Plus


     

    All prices are in Canadian Dollars and valid only in our online Store. Product availability, pricing, and promotions are subject to change without notice. Copyright 2017.

    The information on this web site is not intended to be a substitute for advice from your doctor or your health care practitioner. You should never ignore medical advice from your healthcare professional or delay in seeking such advice because of information obtained from this site. You should always consult with your doctor or your healthcare practitioner, and read all information provided by the manufacturer of a product on or in any product label or packaging, before taking any dietary, nutritional, herbal or homeopathic supplement, before starting any diet or exercise program or before adopting any treatment for a health problem. Health Palace is not responsible for any typographical errors or misprints.