Frequently Asked Questions
Order / Back Order Status
Q. Where's my order?
A. Standard delivery depending on where you live, you should receive your order within 2 - 6 business days after processing is done at our warehouse.
Canada post takes approximately the following times within Canada for shipping
- East coast destinations take 1 - 4 business days.
- Midwest destinations take 2 - 5 business days.
- West coast destinations take 4 - 7 business days.
If these time periods have been exceeded and you have not received your order then please contact us by Email. We will track your order and provide you an expected delivery date.
Q. When do I get my back ordered items?
A. It may already be en-route to you now! We try to get a new shipment of items within 10 days. However, if the back ordered item is a result of a manufacturing problem, the wait may be much longer. If we feel that the item you ordered will be delayed more time than expected, we will notify you by phone or email and suggest a similar item as an alternate. At any time before we ship your back order, you may cancel your back order or substitute it with another item.
To check the status of a back order please contact us by Email. Be sure to include your name, Order Number and a brief description of the item in question.
Damaged, Missing or Incorrect Items
Q. I received a damaged or incorrect item. How do I get this resolved?
A. We will reship the appropriate item and make arrangements to pick up the incorrect or damaged item. Please contact us by Email. Be sure to include your name, invoice number, postal code and a brief description of the product in question. We might also request for a picture of the damanged product(s) to be emailed to us.
Q. I received my order and I'm missing an item.
A. If the missing product is small, empty all the packing material to be sure the item is not hidden. We check each order before packing. However we are still not 100% perfect. If you cannot locate the item, contact us and we will immediately ship a replacement at no cost to you.
You may also request a credit or refund if desired. Just contact us by Email. Be sure to include your name, postal code, invoice number and a brief description (including item number) of the missing product. We might also request for a picture of the damanged product(s) to be emailed to us.
Q. How do I return an item?
A. The following refund policy applies to all products except those stating their own refund policy with the product description
We offer 100% hassle-free return policy to our valued customers within 14 days of the invoice date.
Please contact us by Email before shipping your product. Please mention the following when emailing us: Order Number and the reason for return, its that simple.
In order to get full refund the product MUST be unopened. Open products will qualify for store credit once we receive the product back. Store credit will depend on the amount of product consumed.
If merchandise arrives damaged: it is best to REFUSE it back to the carrier attempting delivery. If you accept the package make sure it is noted on the carrier's delivery record in order for Healthy Planet to file a damage claim. Save the merchandise AND the original box and packing it arrived in, notify Healthy Planet immediately to arrange for a carrier inspection and a pick up of damaged merchandise. When you contact Healthy Planet please provide the proof that the product(s) is/are damaged. Clear picture of the damaged product is an acceptable form of proof. If you do not notify Healthy Planet of damaged goods within the first 14 days of arrival, our regular return policy will override any claim of damage, and will fall under all current manufacturer restrictions. Call 416-640-5713 to arrange for carrier inspection and a pick up of damaged merchandise.
Only exception to the above rule is cosmetic item(s), there is no return on cosmetics items.
DEFECTIVE products can be returned directly to Healthy Planet within 14 days from the invoice date, at Healthy Planet discretion for: credit, replacement or exchange.
Manufacturer restrictions do apply and are outlined in our detailed policy. Any item that is missing the UPC can ONLY be replaced with the same item. After 14 days, all manufacturers' warranties apply.
The only exceptions to the return policy are products from Metagenics, bars and Juicers. For Juicers you have to directly contact the manufacturer.
Q. Why don't you accept returns on certain items?
A. There are several manufacturers who do not take returns from any distributor or wholesaler like ourselves. As a result, we must either raise our prices for this manufacturer's products or keep our prices low and not accept returns. We have chosen the latter.
The other exception applies to all bars. Taste is very subjective and certain nutritious bars will never taste like a candy bar. All product descriptions will identify the items for which we do not accept returns. You will then be able to factor this into your purchase decision.
Institutional, International and Military Destinations
Q. Do you ship internationally?
A. Yes. For orders to Canada and all U.S. Territories, you may order through our website. Orders to other international destinations can also be ordered through our website but for shipping cost you will be contacted via email by our customer Care. While checking out in our website choose 'Scarborough Store pickup' option.
Q. How much is your Shipping Charge?
A. When You Spend $59.99 or More On Your Order in Canada, We'll Ship Your Package To You For Free*!
Under these amounts, shipping is $7.50 in Canada*. International shipping is charged at the actual rate.
*Please note that orders shipped to the Yukon, NWT, Nunavut and few remote areas in other provinces(All remote areas are listed in Table 9) carry additional shipping charges based on weights. Select products will not qualify for free shipping, this would be indicated on the corresponding product page.
Q. What credit cards do you accept?
A. Credit cards accepted are Visa, MasterCard, American Express, Visa Debit, Master Debit and we also accept Paypal payments.
Q. Do you ship C.O.D.?
Q. Do you need my credit card number every time I call?
A. Yes. For security purposes, we need to confirm your card number and expiration date every time you order.
Medical / Fitness Advice
Q. I have a certain medical condition. What do you recommend for it?
A. Unfortunately, we can't recommend any product for a medical condition or disease. We suggest you contact your doctor or health care provider for recommendations. If your doctor would like you to take a specific supplement, we will be happy to answer questions pertaining to the product.
Can't Find an Item You Want
Q. There is a product I've purchased from you before, but I don't see it listed now. Do you still carry it?
A. If we carried an item in the past, it's quite possible that we still have it in stock. You can request a product by clicking HERE and our Purhcasing department will look into it
Q. Are you going to carry a new product I've heard about?
A. Typically, we try to carry the latest products available. Please click the HERE to request the product you are looking for.
Q. Where are your stores located?
A. Click HERE to see the list of our stores.
Price Changes / Guarantee
Q. How long are prices good for?
A. The web always displays current prices. We cannot control when various manufacturers change their prices. When they change prices, we update our prices immediately/shortly.
Wholesale / Resale Accounts
Q. I own a gym and would like to carry some of your products. Do I get a discount?
A. Yes, if you qualify. We sell to many personal trainers, gyms, doctor's offices and organizations. We will consider higher discounts for much larger orders on an individual basis. Please Email us for quote on large orders. Shipping and handling charges are the same as regular orders.