Ordering, Shipping & Returns
All your Questions Answered.
Ordering
NutriChem’s online store is a convenient and easy way to order the products that you need.
If you require assistance in locating a specific product or have additional questions, please email info@nutrichem.com or call our retail front store at 613-820-4200 ext 1.
You can also place an order by calling our retail store at the phone number provided above.
To buy these products, please follow the following steps:
Step 1: Please Create an account / Login. If you are already a member then go to step two.
Step 2: After creating an account please contact us via e-mail (info@nutrichem.com) or by calling at: 1-888-384-7855 (Mon-Fri 9:00 AM – 5:00PM EST).
Step 3: Once you contact us and provide the name of your healthcare practitioner, our customer service department will verify your prescription and then will give you the access to these products. If you are already logged in, please refresh the page, or log out and log in back again, then continue shopping by brand and/or search for the desired item – the add to the cart option should now be available.
Some professional brands prefer that their products are only to be consumed by and to be available to those clients who are being followed by their healthcare practitioner. Following the brand policy and based on our terms of use, NutriChem makes these products available to you when you confirm that you are buying certain items as per your healthcare practitioner’s advice.
Please be sure that we do not contact your practitioner and will not share your information. You cannot refund or exchange NFH, CytoMatrix, Ecological Formulas, and Restorative Formulation products.
For Canadian orders, tax will be charged based on the destination province or territory and will be calculated accordingly at the checkout. Orders placed to destinations outside of Canada are not subject to any tax at the time of ordering. However, duty fees/taxes may apply on arrival, depending on your location. By placing your order, you agree that you are responsible for paying these fees, if applicable, on arrival of your package.
Once you place your online order, you will be emailed a confirmation of your order with an order number. You will receive another email once your order is being shipped or is ready for pickup.
Depending on how far along we are in the process of fulfilling your order, there is a chance that we could make a change to it. Please contact us at info@nutrichem.com as soon as possible and describe the change that you wish to make. We will do our best to assist you, but if the order has already been processed and shipped, we may not be able to complete your request.
You are charged as soon as you place the order.
Canceling an order is a time-sensitive action, so it may not always be possible. If your order has not been shipped yet, we can cancel it. Please contact info@nutrichem.com as soon as possible and we will do our best to accommodate your request.
We accept Visa, Mastercard, and AMEX over the phone and online we can also accept PayPal payments.
Shipping
**November 19, 2024: All Canadian orders are currently being shipped via the most economical courier during the Canada Post labour disruption. All shipping outside of Canada has been temporarily suspended for the duration of the strike. Once the labour disruption concludes, we will ship all U.S. and International orders that have been placed during this period. We apologize for the inconvenience. For any questions, please reach out to info@nutrichem.com**
NutriChem ships worldwide! However, when shipping internationally, NutriChem CANNOT guarantee the arrival of the package. Our product ingredients are listed on the website, and we encourage you to be familiar with your own country’s regulations and import limitations for dietary supplements and/or the specific active ingredient(s) in our products.
NutriChem ships worldwide! However, when shipping internationally, NutriChem CANNOT guarantee the arrival of the package. Our product ingredients are listed on the website, and we encourage you to be familiar with your own country’s regulations and import limitations for dietary supplements and/or the specific active ingredient(s) in our products.
Please contact customer service at 1-888-384-7855 or email info@nutrichem.com should you have any questions before ordering.
Important notes about international orders: Absolutely no refunds will be given for materials lost, seized or otherwise not returned by customs or other government authorities. Items returned by said authorities may be refunded minus postage, handling and restocking fees provided they are returned without damage. Any required re-shipping of the package will be at the customer’s expense.
It is the customer’s responsibility to ensure they collect the package from their postal delivery office if required. If an order is returned to NutriChem due to not being collected from the destination delivery office, the customer will be responsible for any re-shipping fees.
The customer is responsible for any duties, taxes, or customs charges applied once the package arrives in the destination country.
**November 19, 2024: All Canadian orders are currently being shipped via the most economical courier during the Canada Post labour disruption. All shipping outside of Canada has been temporarily suspended for the duration of the strike. Once the labour disruption concludes, we will ship all U.S. and International orders that have been placed during this period. We apologize for the inconvenience. For any questions, please reach out to info@nutrichem.com**
NutriChem ships primarily with Canada Post to Canadian, US, and international addresses. Other shipping methods such as couriers are available upon request, fees may vary, please contact customer service for a quote. For international shipments, the customer is responsible for all customs charges upon entry of the package into the destination country.
NutriChem ships primarily with Canada Post to Canadian, US, and international addresses. Other shipping methods such as couriers are available upon request, fees may vary, please contact customer service for a quote. For international shipments, the customer is responsible for all customs charges upon entry of the package into the destination country.
If your order has been shipped, you can use your tracking number to track the progress of your order. If you are an international customer who has selected a non-trackable shipping service, unfortunately we are unable to track your package for you.
Shipping times/expected delivery dates are estimated and not guaranteed – however, if your shipment is taking longer than expected, please contact us and we will happily look into it.
** PLEASE NOTE: DUE TO COVID-19 PRECAUTIONARY MEASURES IN POSTAL SORTING FACILITIES, IN COMBINATION WITH A HIGH VOLUME OF SHIPMENTS, DELAYS CAN BE EXPECTED **
British Columbia, Alberta, Saskatchewan, Manitoba:
- Canada Post Expedited – Estimated 4-16 Business days
- Canada Post Express Post – Estimated 2-14 Business days
- UPS Express – Estimated 1-3 Business days
Ontario and Quebec:
- Canada Post Expedited – Estimated 4-16 Business days
- Canada Post Express Post – Estimated 2-14 Business days
- UPS Express – Estimated 1-3 Business days
Nova Scotia, New Brunswick, PEI, Newfoundland & Labrador:
- Canada Post Expedited – Estimated 4-16 Business days
- Canada Post Express Post – Estimated 2-14 Business days
- UPS Express – Estimated 1-3 Business Days
Northern Regions and Remote Centres:
- Canada Post Expedited – Estimated 4-21 Business days
- Canada Post Express Post – Estimated 4-16 Business days
- UPS Express – Estimated 5-6 business days
U.S.A.:
- Canada Post Expedited – Estimated 5-21 business days
- Canada Post Express Post – Estimated 7-14 business days
International:
- Small Packet International Air – Estimated 3-4 weeks, NOT TRACKABLE.
- Tracked Packet International – Estimated 6-21 business days, trackable.
- Xpresspost International: Estimated 4-18 business days, trackable.
*Shipping times do not include time for customs clearance.
Returns
Return Policy for Canadian and U.S. Orders
We will be happy to provide a full refund or exchange on unopened, undamaged, and unused product with original packaging.
In-store returns must be within 30 days of purchase.
Shipped returns are measured from date the order was received, as follows:
- Canadian orders must be returned within 30 days.
- US orders must be returned within 45 days.
- International orders must also be returned within 45 days.
Please see below for exceptions to return policy.
Final Sale – No Refunds or Exchange on products:
- products that require refrigeration (Probiotics, liposomal glutathione)
- personal beauty & hygiene products (soaps, lip balms, shampoos, facial moisturizers, lotions, deodorants etc.)
essential oils - homeopathic individual pellet tubes
- food/drink products including protein bars, drinks, teas
- books
- Sale items
- Special orders
Pharmacy Items & Compounded medications non-refundable:
- Pharmaceutical prescriptions
- Custom compounded medications
- Custom vitamins
Shipping & Delivery fees:
Shipping fees & delivery fees are non-refundable. No refunds will be given for materials lost, seized or otherwise not returned by customs or other government authorities. Items returned by said authorities may be refunded minus postage, handling and restocking fees provided they are returned without damage. Any required re-shipping of the package will be at the customer’s expense.
Once you have received an approval for your return, you can mail your back product to:
Attn: Returns
2599 Carling Avenue
Ottawa Ontario
K2B 7H7, Canada
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
We strongly encourage you to use a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
Refunds for online orders must be pre-authorized by emailing info@nutrichem.com with your name, phone number, email, and order number. Please provide a reason for the return, and we will let you know if your return meets our policy requirements and can be returned. If the return is authorized we will provide options for methods of returning the item(s).
NutriChem reserves the right to refuse a return if items are shipped back without authorization, or if the customer comes to the store without going through the return authorization process. All refunds for products purchased online must be processed through our mail order department (even if the order was made for a curb-side/in-store pickup).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Sometimes it can take several business days for your banking institution to receive and process the returned funds. If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of the above, and you still have not received your refund, please contact us at info@nutrichem.com and we will be happy to look into it.
If you receive products that have been damaged in transit, please send us an email at info@nutrichem.com with your order number and photos of the damaged items. In this case if the parcel was damaged in transit it is also helpful to send us photos of the damaged box. We will do our best to send you a replacement of the item(s), otherwise we can refund you for the damaged item(s).
Return Policy for International Orders (outside of Canada/USA)
All international orders are final sale. If you have a problem with your order please contact info@nutrichem.com with a description of your issue and we will get back to you within 1-2 business days.
Refunds for online orders must be pre-authorized by emailing info@nutrichem.com with your name, phone number, email, and order number. Please provide a reason for the return, and we will let you know if your return meets our policy requirements and can be returned. If the return is authorized we will provide options for methods of returning the item(s).
Nutrichem reserves the right to refuse a return if items are shipped back without authorization, or if the customer comes to the store without going through the return authorization process. All refunds for products purchased online must be processed through our mail order department (even if the order was made for a curbside/in-store pickup).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Sometimes it can take several business days for your banking institution to receive and process the returned funds. If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of the above, and you still have not received your refund, please contact us at info@nutrichem.com and we will be happy to look into it.
Please keep in mind that only regular priced items may be refunded, unfortunately sale items cannot be refunded.
If you are within the 14 days of the return policy, it may be possible to do an exchange.
Please contact info@nutrichem.com or the retail store at 613-820-4200 ext 1 to discuss your request. Return shipping charges will apply. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you receive products that have been damaged in transit, please send us an email at info@nutrichem.com with your order number and photos of the damaged items. In this case if the parcel was damaged in transit it is also helpful to send us photos of the damaged box. We will do our best to send you a replacement of the item(s), otherwise we can refund you for the damaged item(s).
Learn More About Our Highly Specialized Team of Naturopaths
NutriChem’s naturopathic doctors are compassionate advocates for holistic healthcare.
They have an enthusiastic approach to determining the root cause of complex health conditions and welcome the challenge of determining an achievable treatment plan.
Join our Newsletter
Sign up to receive health news from NutriChem.
Stay up to date on latest health breakthroughs, sales and more.
Join our Newsletter
Sign up to receive health news from NutriChem.
Stay up to date on latest health breakthroughs, sales and more
