Shipping policy

Shipping & Fulfillment Policy

Shipping Rates

Canada

  • Free shipping on orders over $95 CAD

  • Flat rate $15 CAD on orders under $95

  • Ground shipping within Canada is never more than $15

(Free shipping applies to order total before taxes, after discounts or promotions.)

We ship across Canada, including Northwest Territories and Nunavut.

United States

  • Flat rate $24 CAD

  • Free shipping on orders over $95 CAD

International Shipping

We ship to select international destinations, including Europe, Asia, and Australia.
Please email care@naturasoy.ca for current international shipping rates before placing your order.

Order Processing & Fulfillment

Order processing time is the time between when an order is placed and when it is fulfilled by our team.

Orders that require shipping are considered fulfilled once the shipment is handed off to the shipping carrier. Processing times do not include the time your package spends in transit.

  • Orders are typically processed within up to 5 business days (excluding weekends and holidays)

  • Shipping transit time may take up to 10 business days, depending on the carrier

On the high end, orders may arrive within 15 business days, though most arrive sooner.

All of our products are mixed, poured, labeled, packaged, and shipped by hand. During periods of high order volume or carrier delays, occasional delays may occur. We appreciate your patience — we are a small Canadian business, not a large fulfillment warehouse.

Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has shipped, including your tracking number(s).

Please note that tracking information may take up to 24 hours to become active after the shipment confirmation is sent.

Shipping Protection (Recommended)

We strongly recommend adding Navidium Shipping Protection at checkout to safeguard your order against loss, theft, or damage during transit.

Orders that include Navidium Shipping Protection are eligible for fast, hassle-free replacement or resolution if an issue occurs.

If Shipping Protection is declined, Natura Soy is not responsible for lost, stolen, or damaged packages once the order has been shipped and delivery has been confirmed.

Tracking & Delivery Responsibility

Please ensure your shipping address is entered correctly and completely at checkout. We are not responsible for delays, losses, or misdeliveries due to incorrect or incomplete address information provided by the customer.

Once a package is marked “Delivered” by the carrier, it is considered successfully delivered.

Package Marked Delivered but Not Received

If your tracking shows “Delivered” but your package has not arrived, one of the following may apply:

  • Early delivery scan: Carriers may scan packages as delivered before they physically arrive. This is common during busy shipping periods. Please allow 2–3 business days for the package to arrive before contacting us.

  • Incorrect or incomplete address: Packages delivered to an incorrect address provided at checkout are not the responsibility of Natura Soy.

If the package still cannot be located after this time, we recommend:

  • Checking around your delivery area and with household members

  • Contacting the carrier directly for additional delivery details

  • Filing a police report if theft is suspected

Lost or Stolen Packages

Once a package is marked “Delivered” by the carrier, responsibility for the shipment transfers to the recipient.

We are not responsible for lost or stolen packages, including porch theft, after delivery has been confirmed, unless Navidium Shipping Protection was selected at checkout.

For added security, we recommend shipping to a secure location or requesting signature-required delivery for higher-value orders.

Carrier Issues & In-Transit Losses

If a package is lost in transit (not marked delivered), please contact us within 7 days of the expected delivery date. We are happy to assist with a carrier claim.

Replacement or refund options are reviewed once the carrier claim has been resolved.

Damaged Products

If your order arrives damaged, please contact our customer care team at care@naturasoy.ca within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • Clear photos of the damaged item(s)

  • Photos of the packaging, including the shipping label

Damage claims reported after 7 days may not be eligible for store credit or refund consideration.

Customs, Duties & Taxes (U.S. & International Orders)

For U.S. and international orders, Natura Soy is not responsible for any customs duties, taxes, tariffs, or import fees applied during or after shipping.

All fees imposed by the destination country are the responsibility of the customer and are non-refundable.

Returned, Refused & Unclaimed Shipments (International Orders)

International orders that are refused, unclaimed, or returned to sender for reasons including but not limited to:

  • Failure to pay customs duties, taxes, or import fees

  • Incorrect or incomplete shipping address provided at checkout

  • Refusal of delivery by the recipient

are subject to a 15% restocking fee.

Any refund issued will be less a 15% restocking fee. Shipping costs are non-refundable.

Refunds are processed once the returned shipment has been received and inspected.

By placing an international order, the customer agrees to all customs, duties, taxes, and return-related policies outlined above.

Customer Service & Communication

To ensure we can provide the best possible customer experience, direct messages via social media are not accepted as a form of customer service.

All inquiries are responded to during our normal business hours:
Monday–Friday, 8:00 AM – 3:00 PM MST

Please contact us by email at: care@naturasoy.ca

Order Accuracy, Changes & Cancellations

Please double-check your order carefully before completing checkout.

To keep fulfillment times efficient:

  1. Order cancellations are not accepted after 24 hours from order placement

  2. Order changes, edits, swaps, or additions cannot be made once an order is placed

Thank you for supporting our small, Canadian-made business. We truly appreciate your patience and understanding.