General Questions

You may find your order status in our Chat widget in the bottom right of your screen. Alternatively, Check your email for order shipment notification. If you are outside the GTA, this email will consist of your tracking number.
Please log into your account to see your order status. We ship your order in 24 hours, on all business days. If you are in the GTA, we deliver within 24 hours. Outside the GTA we use Canada Post Expedited service which may take 2 to 4 days depending on your location. During periods of high demand there may be delays.

We ship your order in 24 hours, on all business days. If you are in the GTA, we deliver within 24 hours. Outside the GTA we use Canada Post Expedited service which may take 2 to 4 days depending on your location. During periods of high demand there may be delays. Please read out shipping policy here.

We do not have a retail location ($64.99 for free shipping!).
We are located at Etobicoke ON!

Stay Tuned! We will soon be allowing pick ups at our warehouse location!
Currently, You can come to our warehouse to return items.
Returns are by appointment only!

Each product page has a "Write a review" Section at the bottom of the page. If a product already has reviews, you can click on the stars and it'll take you to that section. Once you write your review, it usually, takes a day or two for it to post!
If you wish to review/share your experience shopping with us, You could leave us a review on google.

There's SO MANY WAYS!!
1. Sign up for our flyer/newsletter in the footer of every page. We send deals and coupons fairly regularly.
2. We have the BEST rewards program in canada! Rewards Program Page. Get up to 3% Cashback, Referral program and so much more!

The CRA has rules to distinguish between “Basic Groceries” which are zero-rated from “Dietary Supplements” which have a beneficial impact on health, and which are taxable.
We have to comply with these laws. We do our best to comply based on our interpretation of the claims on the product.
Formore information visit https://www.canada.ca/en/revenue-agency/services/forms-publications/publications/4-3/basic-groceries.html

You can talk to our Nutritionists during office hours on our website. You have the option to have an online chat or a phone call. (Video calls -Coming Soon).
From a mobile device, you cab click on the phone icon in the chat widget or call 1-844-840-WELL(1-844-840-9355).

If you are unsuccessful at logging into your account, you will be directed to a screen that says “incorrect email or password”. At the bottom of that screen click “Recover password”. After entering your email address, you would receive a password recovery email.
If you continue to have difficulties, simply chat with us!

Order Processing

Please check Junk/Spam folders, if it's not there, Please contact customer service at support@houseofwellness.ca OR Chat with us live!
We see this happen usually when your email is misspelled.

GTA orders do not have a tracking number since they are delivered by our in-house fleet. For other orders, please allow the shipping company some time to update the information on their website. Normally the status changes within 24 hours after the pickup, after they scan it into their system.

Wewill be sad to see you go. To unsubscribe from our newsletters / emails pleaseclick the Unsubscribe button at the bottom of the newsletter/email.

We are a 100% Canadian company and all prices displayed on the websiteare in CAD.

We do not store your credit card information. Payment information is encrypted via an SSL Certificate. Purchases are done via Shopify Payments.
All Shopify stores are PCI compliant and secure.
https://www.shopify.ca/security/pci-compliant

To get the orders to you super fast, We usually process them very fast as well.. We are not able to edit your order it's been placed. If you like to add several items, give us a call or chat with us, we would have to cancel your existing order and draft a new one.
It would be better to just place a new one and we would ship them together. Get in touch with us so we can waive the shipping fee for the second order.

We are not able to add discount codes once orders have been placed!
Yes, we can do refunds, returns but shopify does not give us the ability to apply a discount code after an order has been placed. ESPECIALLY AFTER IT HAS BEEN DELIVERED!

Shipping & Order Tracking

GTA orders are shipped by our in-house fleet. For other orders, we use Canada Post Expedited Shipping which typically takes 2 to 4 days depending on destination.

We usually ship your order in 24 hours, on all business days. If you are in the GTA, we deliver within 24 hours. Outside the GTA we use Canada Post Expedited service which may take 2 to 4 days depending on your location. During periods of high demand there may be delays.
For further information please refer to our shipping policy here: https://houseofwellness.ca/policies/shipping-policy

Please read our Shipping Policy here:
https://houseofwellness.ca/policies/shipping-policy

At the moment we only offer Canada Post Expedited Shipping which takes between 2 to 6 business days.
Within the GTA we deliver within 24 hours, SAME DAY if place your order before 2pm.

GTA orders do not have a tracking number since theyare delivered by our in-house fleet. For other orders, please allow theshipping company some time to update the information on their website. Normallythe status changes within 24 hours after the pickup, after they scan it intotheir system.

Contact us ASAP. Preferably on chat or call us. We will try our best to apprehend the package and re-route it to the correct address.
Alternatively, you could write to us at support@houseofwellness.ca, and our customer satisfaction team will advise and assist further. If you do email us, please send us your order number as well as the correct address as well.

Delivery FAQs

The driver will place the package at your door. If you are outside of the GTA, Canada post will deliver your package or they will leave a delivery slip indicating the nearest canada post/ post office pick up location.
All orders should be collected ASAP. We are NOT RESPONSIBLE FOR PACKAGE THEFT.
For GTA deliveries, drivers capture a picture as proof of delivery, however, at the moment we do not have the ability to send you proof of delivery picture at the moment.

If you have a Flex delivery account with Canada Post, and your parcels will be delivered to the postal office of your choice instead of your home. You can also select Do Not Safe Drop on your tracking number link, once the parcel ships, and it will be brought to the closest Canada Post location.

GTA: Please allow the courier up to end of day to deliver, as they may have been delayed due to traffic or weather. Please check with neighbors, sometimes, delivery drivers make mistakes :)
If it has still not arrived, please contact our customer service at support@houseofwellness.ca or chat with us live.
For NON GTA orders, Please contact shipping carrier for further assistance.

If the address was wrong in the order of if delivery is refused,

The order will be canceled,a refund will be processed onto your payment method once the order arrives back.

WE will minus any courier shipping & service fees there and back. Canada post charges us $10 for returned packages as such that cost will be passed on to you.

We may also deduct any amount for cost of any spoiled/ damaged items.

We could re-deliver for an additional charge.

If a package is returned customer support will reach out to you.

Unfortunately, Even though We deliver through our-in house fleet, we are not able to tell the delivery person what exact time and date to deliver your package. These are pre-planned routes, so please ensure you deliver to an address that you have access to easily. GTA orders will be left at the door.
Deliveries are mostly going to take place after business hours, therefore we recommend not to order using your business address.

GTA Drivers do not deliver to PO boxes.

Please ensure you select Canada Post at checkout. Please collect theparcel ASAP upon delivery, to avoid spoilage of any goods, as this would not becovered in our Return Policy.

GTA Drivers are on a pre-planned route, so unfortunately, we are unable to give you a delivery window.
If you are outside GTA, this would be a question for Canada Post.

Checkout

The most common issue isthe billing address. You should check if your billing address entered matchesthe one attached to the credit card exactly. Please call Customer Support at 1844 840 WELL (1-844-840-9355) to tell us of your issue.

We are happy to get on a call with you and help you find what you are looking for and build out a draft order for you.
We do have the ability to checkout for you as well but
We cannot take credit cards over the phone. This is for your safety and security. Even when you order online we do not have access to your credit card information.

Product Inquiries

Please do not dispose of or consume any damaged products. 
Please, contact customer support at your earliest convenience and request a return label.  Any refunds or replacements will be issued after the damaged products are returned.

We accept all returns on applicable products within 30 days from the shipping date.  As per policy, the customer is responsible for shipping the product(s) to 93 Skyway Avenue, Suite 104,Etobicoke, ON, M9W 6N6.  Any refunds will be issued after the products are returned.

PLEASE TALK TO US BEFORE SENDING ANYTHING BACK! WE WILL ARRANGE SHIPPING IN SOME CASES. We are available on live chat or call to help you!

We can guarantee that only products with 30 days or more remaining till the best before date will be shipped, with an exception of chips, puffs, cookies and crackers, fresh produce, and fresh dairy where the shelf life varies from product to product and is generally short.

Currently, we do not carry frozen foods.  However, any spoilage of temperature sensitive products resulted due to prolonged pick up time will not be refunded.
Please read our Returns & Refund policy for latest information.

Call us

1-844-840-WELL(9355)

Send a message

Find us live, Bottom right of your Screen. Click on Chat and ask us your question!