Return Policy

Wellena International Policies - Canada

Shipping & Return Policy All Wellena orders are shipped out from our US warehouse to your country. International orders ship DDP (Duty and Tax Paid). This means you will know at the time of purchase how much the shipping, duties, and taxes will be. Updates to tracking may take up to one week. Standard shipping times can range from 3 to 6 weeks; however, some orders may occasionally be subject to longer transit times for reasons including, but not limited to, customs hold, flight delays, weather conditions, local transport issues, labor issues, staff shortages, postal strikes within your own country, destination access, government restrictions and/or suspension. Please check with your local customs office before making a purchase. We do not ship backorders or partial orders internationally. In the case of back-ordered item(s), the entire order will be held and shipped complete.

Once an order has been shipped, it cannot be canceled or exchanged. Delivery addresses cannot be changed after an order has shipped. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement. If the error causes the order to be sent back to us, we can refund the cost of the merchandise in undamaged and resalable condition, less any return shipping, customs, tax, and/or duty fees. Lost or delayed packages are rare. You must contact support@hormonesbalance.com  and report the loss within 60 days of the purchase date. Due to the import clearance process in your country, international orders can take up to 55 business days to clear customs. An international order will not be considered "lost" until 55 business days from the date of shipment. We are unable to process claims until this timeframe has passed. Depending on your location and any history of similar problems, we’ll work to help resolve this issue. Orders that haven’t been reported within 60 calendar days will not be eligible for a refund. Orders with non-trackable shipping are not eligible for a refund. Parcels returned to sender are rare. A parcel could be returned to the sender for several reasons such as: Unclaimed, Incomplete/Insufficient Address, Denied Entry by Customs, Prohibited/Banned items, or being Refused. A merchandise refund (less any shipping, customs, tax, and/or duty fees) can be issued once the parcel arrives back at our facility in undamaged and resalable condition. We cannot be held responsible for delays and transit times if your parcel is being returned. Hormone Balance Nutritionals dba Wellena cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related delivery delays or seized products. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. Not all international carriers return orders to Hormone Balance Nutritionals dba Wellena. In most cases, unclaimed or refused orders are held in the carrier's warehouse until they are destroyed. Destroyed orders are not eligible for any compensation by Hormone Balance Nutritionals dba Wellena. At Wellena, we respect the rules and regulations of the Canadian government and do our best to block Customs prohibited products from our site. Customs may prohibit some supplements (or certain order values) from entering international countries. It is solely your responsibility to ensure the items you order are allowed, and your order is under the allowable limit.

Orders that are seized by your local customs cannot be refunded. If your parcel is returned to us (due to containing prohibited or banned items, or violating their import policies), a refund for the purchase price of the products (minus the shipping cost, customs, tax, and/or duty fees) can be issued once it arrives back at our facility. Returned orders must arrive at our warehouse in undamaged and resalable condition to be eligible for a refund. We cannot be held responsible for delays and transit times if your local customs office holds the parcel. As Hormone Balance Nutritionals dba Wellena is a United States-based company, we bill our customers who use a debit or credit card in U.S. dollars and allow the customer’s card issuing company to process the conversion. By ordering from Hormone Balance Nutritionals dba Wellena you agree to our policies above. Hormone Balance Nutritionals dba Wellena reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion. 

Incorrect product(s) received: Please contact support@hormonesbalance.com  within 14 days of receipt. Please provide photographs of the incorrectly shipped product(s). Any shipment sent from our warehouse in error will either be replaced or refunded, on a case-by-case basis.