Frequently Asked Questions
- Shipping Methods
- Pay and Pick–up in the store
- Products
- Sales tax
- Payment methods
- Return policy
- Privacy Policy
- Security Information
- Contact Us
We can ship to virtually any address in the world. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
Our Ordering Policies and Procedures are explained below and if all of your questions are not answered here, please feel free to contact us.
All orders are processed within 24 hours except for orders received after on Fridays (EST) to Noon Sundays. There are different delivery methods available and you can choose the one which is more suitable for you.
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 us.
In your shopping cart, you have the option to choose different delivery methods and companies (Canada Post, Fedex, UPS) depending on your necessities.
We have arranged free delivery option and flat rate fee for Ontario and Canada, please review and take advantage of this opportunity.
At the shopping cart there is another choice to pick up at the store. Easily go ahead and place your order then complete the payment process, we pack your order and arrange the pickup time with you. You will show a copy of your receipt at the store and will have your package. This way is ideal to save time and it is free of extra fees. Also we use the same method for those who have an especial order. It means they are looking for an option which is not listed online.
Tip; at our website due to our amazing prices, the more you shop let say mix and match or couple of one specific item, the more you will save. As a result the shipping cost will be divided to the number of items which works out a lot more cost effective than any where else.
The free option and flat fee shipping will be delivering by Canada Post “Regular Parcel” which provides delivery within 2 business days local, 3 to 5 business days regional, and 4 to 9 business days national, between most major urban centres.
I visited your website, but I do not want to order online will you offer the same deals and 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 applicable at the physical store.
I want to order online but I do want to pay online, can I pay in your physical store when I pick up my order
Yes you can pay in the physical store. In this case, after you choose your products and proceed to checkout, you need to fill the information required in the Secure Checkout; in the step 3 (Shipping Method), you need to select the "In-Store Pickup", and in the step 4 (Order Confirmation) choose "Pay in Store" and then just press continue and your order will be place.
Note: remember that you need to order through the online store if you want to get the deals and availability of the products shown in this site.
How Do I know if you have received my order and it is ready to pick up?
A Helath Palace representative will get in touch with you to notify you of your order’s status.
Do I need to provide any document to pick up the order?
No; only you will be asked to sign an acknowledgement of receipt when picking up your order.
Does extra charges applicable to this pick-up service?
You can PICK UP your order, free of charge, at the health Palace store where this option is available.
Note: The products you have ordered will be available at the Health Palace store maximum within 7 days following the confirmation of your order, after that time Health Palace do not guarantee the price and/or the availability of your order.
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 carry extensive selection of products that are not shown on this 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 direct to you?
Yes you can. We carry all the line of the professional brands; however our website only display our top selling products . You can order your product by e-mail, telephone or by visiting us at Health Palace physical store.
The subtotal does not include tax, and Taxes if applicable, will be added to your invoice.
How can I pay for my 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.
Or You can Pay at the physical Store at 3601 Highway 7, Unit 114, Markham, Ontario., when you pick up your order. We Accept Visa and MasterCard.
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.
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 24 hours!
If you do not finish this part of the process, your order will not be shipped.
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 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.
What is the return policy on products I buy from your website?
At our online store a full refunds 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 .Refunds are not accepted on items returned after 30 days from shopping date.
At rare cases refunds maybe provided on opened products 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 .Refunds are not accepted on items returned after 30 days from shopping date. Opened products are subject to 20% restocking fee.
Refunds are not applicable for special orders.
Refunds are not including shipping costs. However, a full refund including shipping costs will be applied if the return is a result of our errors (you received an incorrect product).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
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.
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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 visiterms and Conditions link provided at the bottom of each page.
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.