Shipping

Processing Times

Orders are typically packed and handed to the carrier within 1–3 business days, Monday through Friday, excluding holidays.

During launches, promotions, or periods of higher-than-usual order volume, processing may take slightly longer.

You’ll receive a shipping confirmation email once your order is on the way.

Shipping Rates & Delivery Estimates

Canada

Orders of $75 CAD or more qualify for free shipping after discounts and before taxes.

For orders under $75, available shipping rates are calculated and shown at checkout based on your destination and order.

United States

Available shipping options and rates are shown at checkout.

Delivery typically takes approximately 5–10 business days after your order has been processed, depending on the service selected and destination.

International

We ship to select international destinations.

Available rates and estimated delivery timelines will appear at checkout when shipping is available to your location.

International delivery times vary depending on destination, carrier, and customs processing.

Please note: Delivery estimates begin once the carrier has received and scanned your package. Weather, customs processing, carrier disruptions, and other circumstances outside OURbody’s control may affect delivery times.

Carriers

We work with established shipping carriers such as Canada Post, UPS, FedEx, DHL, and other delivery partners depending on your destination and the service selected.

The carrier used for your order may vary based on location and shipping availability.

Tracking

When tracking is available, you’ll receive a shipping confirmation email containing your tracking information once your order has been prepared for shipment.

Tracking information can sometimes take 24–48 hours to update after a shipping label has been created.

If your tracking has not updated after this period, please allow additional time for the carrier to scan the package into its network.

PO Boxes, Apartments & Condos

PO Boxes

We can ship to PO boxes when the selected shipping carrier supports delivery to that address.

Apartments & Condos

Please make sure your unit number, buzzer information, building access instructions, and other relevant delivery details are entered correctly at checkout.

OURbody is not responsible for delivery delays caused by incomplete or incorrect address information.

Duties, Taxes & Customs

Canada

Applicable taxes are calculated at checkout.

United States & International Orders

Depending on your destination, your order may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by local authorities.

These charges are not included in the product or shipping price unless explicitly stated at checkout and are the responsibility of the customer.

OURbody does not control customs processing times or determine the amount of any local import charges.

Address Changes & Delivery Issues

Incorrect or Incomplete Address

If you notice an error in your shipping address after placing an order, email info@ourbody.ca as soon as possible with your order number and the correct address.

If your order has not yet been processed or shipped, we’ll do our best to update it.

Once an order has been handed to the carrier, we may not be able to change the delivery address.

If a package is returned to OURbody because an incorrect or incomplete address was provided, additional shipping charges may apply if you would like the order sent again.

Missing, Lost, or Damaged Packages

Tracking Says Delivered, but I Can’t Find My Package

If your tracking shows that your order was delivered but you cannot locate it:

1. Check around your delivery area, mailbox, concierge, front desk, parcel locker, or other secure delivery locations.

2. Check with anyone else in your household or building who may have accepted the package.

3. Wait up to 24 hours, as carriers occasionally mark packages as delivered shortly before the final delivery occurs.

If the package is still missing after 24 hours, contact info@ourbody.ca.

Missing or Damaged Orders

If your package is missing, or your order arrives damaged, contact info@ourbody.ca within 7 days of the latest tracking update or delivery.

Please include:

• your order number

• a short description of the issue

• photos of the package and products if the order arrived damaged

We’ll review the issue and work with the carrier where necessary to determine the appropriate next step.

Please keep all packaging and damaged products until your request has been reviewed, as photos or additional information may be required.

Returns

We want you to feel confident purchasing from OURbody. Because our products include consumable goods, there are some limitations on what can be returned.

Return Eligibility

Unopened products may be returned within 30 days of delivery for a refund to the original payment method, provided that the product is:

• unopened

• unused

• in its original packaging

• in resellable condition

Opened tea cannot be returned because it is a consumable product.

Final Sale Items

The following are not eligible for return:

• gift cards

• opened tea or other opened consumable products

• products specifically marked Final Sale

• clearance items marked Final Sale

• limited-edition gifts with purchase

• other items identified as non-returnable at the time of purchase

Return Shipping

Customers are responsible for the cost of return shipping for standard returns.

Original shipping charges are non-refundable.

If OURbody sent you an incorrect product, or your product arrived damaged or defective, contact info@ourbody.ca before returning anything. We’ll review the issue and provide the appropriate next steps.

We recommend using a trackable shipping service when returning an order. OURbody cannot guarantee receipt of returned packages that are sent without tracking.

How to Start a Return

To request a return:

1. Email info@ourbody.ca with your order number, the item you would like to return, and the reason for the return.

2. We’ll confirm whether your item is eligible and provide the return instructions and return address.

3. Ship the eligible item back using your preferred carrier. Customers are responsible for standard return shipping costs.

4. Once the returned item has been received and inspected, we’ll process your refund to the original payment method.

Returns sent without first contacting OURbody may take longer to process.

Refunds

Once your eligible return has been received and inspected, we’ll notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method.

Please allow approximately 5–10 business days after the refund has been processed for the credit to appear on your account. Processing times vary by bank or payment provider.

Original shipping charges and customer-paid return shipping costs are non-refundable.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, you can place a new order for the item you want and return the original eligible product according to the return process above.

Once the original item has been received and approved for return, the applicable refund will be processed.

Purchases Made Through a Retailer

If you purchased an OURbody product through another retailer, store, marketplace, or third-party seller, the purchase is subject to that seller’s return and refund policies.

Please contact the original place of purchase directly regarding returns or refunds.

If you have a product-related question, you can still contact us at info@ourbody.ca.

Order Changes & Cancellations

If you need to cancel or modify an order, email info@ourbody.ca as soon as possible.

We’ll do our best to accommodate your request if your order has not yet been processed or shipped.

Once an order has been fulfilled or handed to the carrier, it can no longer be cancelled. If the product is eligible for return, the standard return process above will apply after delivery.

Need Help?

If you have a question about shipping, delivery, returns, or an existing order, contact us at:

Email: info@ourbody.ca
Hours: Monday–Friday, 9:00 AM–5:00 PM ET, excluding holidays

Please include your order number when contacting us about an existing order so we can assist you more quickly.