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FAQ: Do you have any questions for us?
We’re always here to listen and answer any questions you may have about your health journey.
"Healthology’s team answered my questions quickly and made me feel confident in my choice."Emily, Vancouver
How long will it take for my order to arrive?
Thank you for your order! Please allow 2-4 business days (Monday-Friday) for processing at our distribution centre before your order is shipped. NOTE – public holidays we are closed. Shipping times begin when the package leaves our building.
How do I track my order?
A: Once we have packed up your order and it has shipped from our warehouse, we will send you a confirmation email with a link and tracking number that you can follow.
Why can't I submit my order online?
Thank you so much for visiting our website. There are several reasons why this is happening: 1) The billing address you have entered does not match your credit card; 2) The credit limit has been maxed out; 3) The credit card has expired. If you need any assistance in placing an order online, please email support@myhealthology.ca or call 1-604-525-4950 ext. 248
How do I know that my order has been received?
As soon as you make your order, you’ll receive an order confirmation email from us to let you know that we received your order. You’ll receive another email when your order is being processed, which means that it is being picked and packed with care by our shipping team. Finally, you’ll receive one more email to let you know when we’ve shipped your order from our shipping centre! If you have a question about the status of your order, please reply to your order update email. Providing us with your order ID (which you can find in your order confirmation emails) will allow our customer care team to help you more quickly. Didn’t receive an email confirmation for your order? This is probably because your email provider is putting our emails in your “Spam” or “Junk Mail” folder. Feel free to call us or email support@myhealthology.ca to confirm your order or check on its status, we’d be happy to hear from you!
What do I do if my tracking says my order has been delivered and I have not received my package?
Oh no! Please CONTACT US within 7 days of the delivery date so we can investigate further. ESTIMATED SHIPPING TIME (ONCE YOUR ORDER IS PROCESSED): In Canada: Metro Vancouver: 1 business day Within BC: 1-3 business days Outside BC: 2-7 business days In the US : 5-7 business days. Depending on your location, some packages may be delayed due to customs. Please be patient as your courier works to deliver your package very soon. Please note delays may occur due to heavy volume of parcels impacting Canada Post services. Be sure to check Canada Post’s latest updates for further information. Thank you for your patience!
Can I cancel my order?
Should the need arise to cancel an order after you’ve placed it, we will do our best to accommodate your request. Order cancellation is a time-sensitive action, so please do get in touch with our Customer Care team as soon as possible, email support@myhealthology.ca with your order number. Please note, that once your order moves into the processing stage in our warehouse, we may no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery based on our return policy .
Can I make changes to an order that has already been placed?
We are unable to add items to an order after it has been placed. We can, in some cases, edit the shipping address information or remove an item(s) associated with an order- this type of request is time-sensitive. Once an order has entered the processing stage, we are not able to guarantee that amendments to an order will be possible. Please call or email our Customer Care team as soon as possible, if changes are desired, and we’ll be happy to help/advise, as best as possible.
How can I tell when you have received my return?
A confirmation email will be sent to you as soon as your return has been processed.
Do you send back ordered items?
We do not ship items that are back ordered. If a product becomes out of stock after you have placed your order, the product will not ship and you will not be charged. The product will not ship to you once it is back in stock.
Do you deliver to PO boxes?
Yes, but we cannot guarantee delivery times to P.O. Boxes or rural postal codes—selecting standard shipping is the way to go.
Do you ship internationally?
At this time, we only ship within Canada and the United States of America. We hope to be able to ship to more international destinations in the near future. If you're interested in our products and are located outside of Canada or the US, please contact us to see if we can help direct you to our nearest international retailer.
What shipping services do you offer?
Economy & Express Shipping Economy Shipping will deliver your package using standard shipping methods. Prairie Naturals ships using multiple delivery partners. A carrier will be assigned to your order at time of shipping. Please note that whether you choose Economy Shipping or Express Shipping, your order will be subject to 2-4 business days of processing time in our warehouse before it ships, unless otherwise noted on the product page. Remote Locations We cannot guarantee ship times to Northern regions and remote areas – a location that is far removed from major urban centres or that receives infrequent service.
What is your return policy?
We want you to love your Healthology Nutraceutical Inc. products so we are happy to accept returns for online purchases made directly from our website. Please read the full policy here before you place an order online with us. To make a return inquiry, please email us at support@myhealthology.ca call 1-604-525-4950 (Monday to Friday, 9 am to 5 pm Pacific Time, excluding holidays). We will need your order number and the products you wish to return (including flavour and size if applicable). Please include the reason for the return in the body of the email.
Do you accept returns from a vendor or store?
We only accept returns for products purchased through the Healthology Nutraceutical Inc. website. Products bought at retail locations will need to be returned to the place they were purchased and are subject to the store’s return policy.
What methods of payment do you accept?
We accept Canadian or US Visa or Mastercard credit cards. At the checkout screen, you will be prompted to provide a one-time passcode from your bank institution, which will be sent to your phone via text message. By entering the one-time code, you can complete and authorize the transaction. Please note that prepaid credit cards will not work, as they do not have your phone number information to provide you with the one-time code.
Is my order subject to tax?
You will be charged tax based on the destination province or territory that your order is being shipped. When you complete your order, we will calculate the required tax based on your location.
I saw something I love, but now it's gone! Is there any way I can still buy it?
If you go to the product page, enter your email below “Add to waitlist to be notified when it is back in stock,” and click on “Add to waitlist,” we will send you an email once the item is back in stock.
I emailed Customer Service but haven't heard back yet. Why?
Healthology Nutraceutical Inc. is based in Canada and our business days are Monday to Friday. We aim to respond to all inquiries within forty-eight hours, so hold tight—we’ll get back to you as soon as we can.
If I can't find an answer on the website, what can I do?
If you can't find an answer to your question, or your question hasn't been fully answered, you can email our Customer Service at support@myhealthology.ca or use our Contact Form . We will be happy to help!
