Shipping & Returns Policy

Quick Summary

  • Free shipping in Canada on orders $75+ CAD (after discounts, before taxes).

  • Orders ship in 1–3 business days from Ottawa, ON.

  • Tracking provided on all shipments where available.

  • Returns: Unopened items accepted within 30 days. Opened tea is not returnable (consumable). If something’s wrong with your order, we’ll make it right, just reach out.

Shipping

Processing Times

Orders are packed and handed off to the carrier within 1–3 business days (Mon–Fri, excluding holidays). During launches or promos, processing may take a little longer.

Rates & Estimates

  • Canada: Free shipping on $75+ CAD; orders under $75 ship at a flat rate that’s shown at checkout based on destination and weight.

  • USA: Flat-rate options shown at checkout; delivery typically 5–10 business days depending on the service you select.

  • International: We ship to select countries; rates and estimated timelines appear at checkout. Delivery times vary by region and customs.

Note: Delivery estimates begin once the carrier scans your package. Weather, customs, and carrier delays are outside our control.

Carriers

We partner with trusted carriers (e.g., Canada Post, UPS, FedEx, DHL) and will choose the best option based on your address and service level.

Tracking

You’ll receive a shipping confirmation email with a tracking link as soon as your order is on the way. Tracking can take up to 24–48 hours to update after the label is created.

PO Boxes & Apartments

  • PO Boxes: Yes, available when supported by the selected carrier.

  • Apartments/Condos: Please ensure access details are correct to avoid delivery issues.

Duties, Taxes & Customs

  • Canada: Taxes calculated at checkout.

  • USA & International: Local duties, taxes, and import fees (if any) are the customer’s responsibility and may be collected at delivery.

Pre-Orders & Split Shipments

  • Pre-orders ship once all items are in stock (no partial shipments).

  • For multiple items in one order, we may ship together to reduce packaging and emissions.

Address Changes & Delivery Issues

Wrong or Incomplete Address

If you entered an incorrect address, email hello@ourbody.ca ASAP. If your order has not shipped, we’ll update it. If it’s already in transit or returned to us, a reshipment fee may apply.

Lost, Stolen, or Damaged Packages

  • Marked Delivered but Missing: Check with neighbours/building staff and wait 24 hours, packages sometimes show up shortly after the scan.

  • Still Missing / Damaged: Email hello@ourbody.ca within 7 days of the last tracking update with your order number and photos (if damaged). We’ll investigate with the carrier and help make it right.

Tip: Consider a secure delivery address where possible.

Returns & Exchanges

Our Promise

We want you to love your ritual. If something’s off with your order, contact hello@ourbody.ca and we’ll take care of you.

Eligibility

  • Unopened items may be returned within 30 days of delivery for a refund to the original payment method (minus shipping).

  • Opened tea cannot be returned (consumables policy).

  • Final Sale: Gift cards, discounted/clearance items, limited-edition gifts with purchase, and accessories marked final sale.

How to Start a Return

  1. Email hello@ourbody.ca with your order number and reason for return.

  2. We’ll reply with next steps and a return label if applicable.

  3. Refunds are processed once the product is received and inspected. Please allow 5–10 business days for your bank to post the credit.

Returns must be received in their original packaging, unused, and in resellable condition.

Exchanges

We don’t offer direct exchanges. If you’d like a different item, please place a new order and we’ll refund the original (eligible) item once returned.

Retail Purchases

For items bought through a retailer or marketplace, please contact the original place of purchase. We’re always happy to support troubleshooting from our side.

Order Changes & Cancellations

If you need to cancel or modify your order, email hello@ourbody.ca right away. We can help before your order is packed/shipped. Once fulfilled, standard return steps apply.

Need Help?

We’re here for you.
Email: hello@ourbody.ca
Hours: Mon–Fri, 9am–5pm ET (excluding holidays)