Frequently Asked Questions

Q. Where's my order?
A. Standard delivery depends on where you live, but orders are typically delivered within 2-5 business days across Canada. Delivery time within Ontario is 1-2 business days, provided it isn't a seasonal holiday. 

Canada Post, Purolator, and FedEx typically deliver within the following time frames:

• East Coast destinations take 1 - 4 business days.
• Midwest destinations take 2 - 5 business days.
• West Coast destinations take 4 - 7 business days.

If it's been a prolonged period and you still have not received your order, then please contact us by email. We will track your order and provide you with an expected delivery date. 

Q. When do I get my back ordered items?
A. It may already be en route to you! We do receive shipments from our suppliers daily. However, if the back-ordered item is a result of a manufacturing defect or rebranding, the wait can be much longer. If we feel that the item you ordered will be delayed more than expected, we will notify you via phone or email and suggest a similar item as an alternate. At any time before we ship your back order, you may cancel or substitute for another item.

To check the status of a back ordered product, please contact us by email. Be sure to include your order number and the item in question.

Q. I received a damaged or incorrect item. How do I get this resolved?
A. We will happily 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, order number, and a brief description of the product in question. We may request for a picture of the damaged product(s) to be emailed to us so we can provide you with a refund without the need to send back the product.

Q. I received my order and I'm missing an item.
A. If the missing product is very small, empty all the packing material to be sure the item is not hidden. We check each order before packing. However, we are unfortunately still not 100% perfect and human errors do occur. If you cannot locate an item within your shipment, please contact us and we will immediately ship a replacement out at no cost to you.

You may also request a credit or refund instead if desired. Just contact us by email. Be sure to include your name, order number and a description of the missing product. We may also request a photo of the box to speak with our packing department.

Q. How do I return an item?
A. The following refund policy applies to all products except those stating their refund policy with the product description

We offer a 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.

To get a 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 1-888-974-4722 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.

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 $10.99 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, Visa Debit, Master Debit and we also accept Paypal payments.

Q. Do you ship C.O.D.?
A. No.

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.

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.

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 at Healthy Planet, but it is simply out of stock or on backorder. You can request a product by clicking HERE and our purchasing department will look into it. Alternatively, if we do carry the product, but it is on backorder, our customer service team can give you a better idea of when it might come back into stock.

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.

Q. How long are prices good for?
A. The web price always depicts the most current price & sale promotion. While we cannot control when manufacturers change their prices, or when sale promotions begin - we are willing to honour previously ended sales up to a week after the sale finishes. Typically, when prices change, we update our product page pricing immediately/shortly thereafter. That being said, they can take a few hours to update from when they are originally posted. Please keep this in mind, especially if your time zone is outside of EST.

Q. Can I get a price match with another online retailer?
A. We do not have a price-matching policy. However, we do still recommend reaching out to our online customer support team via email or phone (1-888-974-4722) to inquire. Our management may be willing to price match another online Canadian retailer, provided it is their regular (standard retail) price and not a promotional sale, special offer, or discounted product. Please note that the physical retail stores will not price match online flyers or websites.

Q. Can I stack multiple coupons/discounts for online purchases?
A. Unfortunately, we do not allow multiple discounts to be applied to any product. We will only honour one discount per item, and the highest discount available will be applied (i.e. if a coupon is higher than the current sale price of an item - but you won't get both).