Welcome to the HealthyPlanetCanada.com Help Center. Your health and satisfaction with our site are of equal importance to us! Our FAQ's are here to help answer your questions about the products and services we provide
Healthy Planet Online Store
47 RAILSIDE RD
NORTH YORK ON M3A 1B2
We respond to e-mails we receive. Due to high volume of E-mails, we respond to emails within 72 hours. If your inquiry is of an urgent nature, then please call us at 1-888-974-4722 instead of emailing us. Please do not hesitate to send us an e-mail with any questions or suggestions you may have. We will always do our very best to help you.
We are available to take your calls Monday to Friday: 10:00 am to 6:00 pm EST (Eastern Standard Time). Our Online Customer Service Help Desk is closed on weekends.
- Outside of Toronto: 1-888-974-HPCA(4722)
- Local Toronto: 416-640-5713
- Fax: 416-446-1459
Problem with my order
- Where's my order?
Standard delivery depending on where you live, you should receive your order within 1 - 6 business days after processing is done at our warehouse.
Once order is been processed then we will email you the tracking number. After that Canada post takes approximately the following times within Canada:
- 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, please contact us by email at [email protected] . We will track your order and provide you an expected delivery date.
- When do I get my back ordered items?
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 email at [email protected] . 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 my order and I'm missing an item.
We will reship the appropriate item and make arrangements to pick up the incorrect or damaged item. Please contact us by Email at [email protected]. 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 damaged product(s) to be emailed to us.
Q: I received a damaged or incorrect item. How do I get this resolved?
A. If the missing product is small, empty all the packing material to be sure the item is not hidden. We double 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 at [email protected]. Be sure to include your name, postal code, invoice number and a brief description (including item number) of the missing product.
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
Healthy Planet offers a 14 days return policy on selected items based on manufacturer return policies. For further information not listed, please contact your Healthy Planet account manager.
Please e-mail our Returns Department at [email protected] to obtain a Return Merchandise Authorization (RMA) number before shipping your product. NO returns of any type will be accepted without an RMA number. For faster service, please have the following information on hand when calling for an RMA number: customer name, invoice number, serial number and nature of the problem.
All products returned MUST: be 100 percent complete, contain ALL original boxes and packing materials, have original UPC codes on the manufacturer boxes, contain all manuals, blank warranty cards and other accessories and documentation provided by the manufacturer.
You are responsible for shipping charges on returned items; Healthy Planet will match your shipping method on your replacement or exchange item(s). Healthy Planet is not responsible if your shipping career loses or damages the item. You are responsible for making sure we receive the product(s) back.
20% Re-Stocking fee might be charged and also Shipping cost might be deducted when returning products.
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. If you do not notify Healthy Planet of damaged goods within the first 15 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.
DEFECTIVE returns can be returned directly to Healthy Planet within 14 days from the invoice date, at Healthy Planet discretion for: credit, replacement, exchange or repair.
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.
NON-DEFECTIVE returns can be accepted directly by Healthy Planet within 14 days from the invoice date, at Healthy Planet's discretion for: credit, exchange. All NON-DEFECTIVE returns are subject to a 20 percent restocking fee.
Healthy Planet reserves the right to authorize product returns beyond 14 days from the invoice date. Original shipping charges are refunded on returned items. Customers are responsible for all shipping charges back to Healthy Planet on returned items, and Healthy Planet will pay the shipping charges on the replacement or exchange item(s) going back.
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 'Warehouse pickup' option for international shipment.
- Shipping Charge
Q. How much is your Shipping Charge?
A. When you spend $49.99 or more on your order in Canada, we'll ship your package to you for FREE!* Free shipping is automatically calculated during your checkout. It's as easy as 1-2-FREE!
*Please note that orders shipped to the Yukon, NWT, and Nunavut carries an additional shipping charge.
- Payment Methods
Q. What credit cards do you accept?
A. Credit cards accepted are Visa, MasterCard, American Express, JCB, 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 call for quote on large orders. Shipping and handling charges are the same as regular orders. We will mail you an application to set up your account. Just call Customer Care at 1-888-974-4722 Monday - Friday, 10:30 a.m. - 5:00 p.m. EST. Or contact us by email at [email protected]. The application will require you to send us a copy of your seller's permit and business license.