Shipping policy

 

All deliveries in Canada are handled by Canada Post, Purolator, UPS, Canpar, GLS, or ICS and offer a maximum of $2 of insurance per pound of your parcel in case of loss or damage. Depending on the service chosen, you will receive a tracking number by email and/or SMS allowing you to track your parcel. Please note that during the winter, no shipments are made on Fridays, in order to prevent liquids from freezing in the carriers' warehouses over the weekend.

Shipping time vs. delivery time

The shipping time begins when your order is validated and corresponds to the time required to process and prepare your products. The shipping time varies from 3 to 24 business hours, depending on whether we have your products in stock or not. Items that are 100% in stock are shipped the same business day for all orders placed before 12:00 EST. Please note that this timeframe could be several days if you choose "Reduced rate (3 to 14 business days)".

The delivery time starts when your parcel is handed over to the delivery service provider. It corresponds to the time required for the delivery person to deliver your parcel to the delivery address provided when you placed your order. Please note that delivery companies pick up packages daily before noon only.

In summary:  [shipping time + carrier delivery time] = your estimated delivery date.

Warning:
Please note that delivery companies do not guarantee delivery times in any way. The timeframes indicated in the options are estimates only.

Shipping rates (province of Quebec)*

Quebec residents will have a choice between different service options, each with specific delivery timeframes (not guaranteed). In addition, flat-rate shipping options of $7.50 (net purchase over $100 before taxes), $6.00 (net purchase over $150 before taxes), and free shipping (net purchase over $250 before taxes) are offered, all with a delivery timeframe of 3 to 14 business days and via the carrier of our choice.

* Remote areas and post office boxes are excluded. Read below.

Shipping rates Canada (excluding Quebec)

Delivery fees throughout Canada (excluding Quebec) are calculated based on the order’s volumetric weight, your location, and your choice of service, and normally involve a delivery time of 3 to 14 business days. Please note that the prices displayed are calculated directly by the carriers, not by Clinique Vitacru. During the winter, we only offer expedited shipping services for our shipments to prevent the products from freezing.

Delivery to an apartment or attached and/or semi-detached house

Vitacru reserves the right to change the delivery method selected by the customer for deliveries to residences that are not detached private homes. In such cases, and if we deem it necessary, Canada Post delivery may be selected as a replacement to ensure proper delivery of the parcel and avoid unnecessary delays.

Remote areas

Unfortunately, we must exclude certain areas or postal codes from our reduced-rate or even free shipping service for certain Quebec postal codes located in remote areas. If your delivery address is in one of these areas, regions, or postal codes, be sure to choose a delivery method other than our “Free Shipping” and/or “Reduced Rate”; otherwise, we will have to cancel and refund your order. The regions and/or postal codes affected by this rule are listed below:

  • G0G
  • G0W
  • G0X
  • G4T
  • J0M
  • J0W
  • J0V

Carrier strike

You will always have a choice of carrier, regardless of the amount of your purchase. To avoid delivery delays, we recommend choosing a carrier that is not on strike and is not threatening to go on strike. We will always respect your choice of carrier. Please note that all carriers no longer guarantee any delivery times when another carrier announces a strike.

Periods of high volume and/or crisis (holidays, freezing rain, viruses, etc.)

Please note that neither we nor the carriers can guarantee delivery times during periods of high parcel volumes and/or crises. For example, from November 20 to December 31 each year, no carrier can meet its delivery times. A delivery that normally takes 2 or 3 days may take five times longer, meaning more than 15 business days during this period. Thank you for your understanding.

Validity of your delivery address

 We deliver to the address you provide when placing your order. You are therefore responsible for ensuring that it is valid.

 If it turns out that the address you provided contained an error, a refusal by the tenant to accept the package, or missing information (i.e., suite number, company name, etc.), and the carrier cannot deliver the package to that address, or if the package was delivered but could not be assigned to you by the reception desk because information was missing, the carrier may return the package in question to our distribution center, if applicable, and will charge us the return shipping costs (equivalent to those we initially paid). We will then simply refund your entire order, less twice the shipping costs we paid (not to be confused with the shipping fee you paid), thereby canceling your order.

If you wish to reorder the same order later, we recommend correcting and validating the address and/or making sure that the people living with you at this address agree to accept the delivery beforehand, in order to avoid the same issues a second time.

Please note that if the carrier did deliver your package but it could not be given to you by the company’s reception desk (or otherwise) because information needed to deliver the package to you was missing, we cannot be held responsible in any way for this situation, and you will have to take steps to recover your package from the company’s department/reception desk that received it on your behalf.

No signature required in case of absence

PACKAGE LOST OR STOLEN FOLLOWING DELIVERY BY A CARRIER.

Please note that if you opted for the no-signature-required in case of absence option and a carrier left your package in the lobby or at your door, and your package disappeared before your arrival, it will be your responsibility to contact your insurance company to file a reimbursement claim if you so wish. Vitacru Inc. disclaims all liability in such cases. If you do not want to assume any risk, make sure to add the “signature required” option to your order. By placing an order in our online store (manually or by telephone), you acknowledge that you fully agree with this policy and accept its terms.

Packages damaged or lost during transport

ADDITIONAL INSURANCE

Please note that we strongly recommend that everyone add “signature required/insurance” to every delivery. This will protect your shipment against possible problems. Additional insurance applies only to the initial shipment. Your return shipment, if applicable, will not be insured. Please also note that glass items are not insurable in the event of breakage or loss.

By default, the following is the basic level of insurance included with your shipments:

  • Insurance coverage of up to CA$2.00 per lb (CA$4.41 per kg) of package weight for lost or damaged packages.

If you feel that this coverage was insufficient for you, be sure to add the insurance and signature option, or ask us by phone or email before finalizing your purchase whether it would be possible to add or increase this coverage for your order if you wish to do so and protect your package in the event of loss or damage. Please note that additional fees will apply. 

EXCLUSION AND RESTRICTION OF CLAIMS FOR CERTAIN ITEMS

Shipping companies disclaim all responsibility for damage to any shipment containing fragile items. Fragile items include, but are not limited to, glass or items that must be refrigerated or kept at a controlled temperature during transport. Therefore, if you order a product containing liquid in a glass bottle, please be aware that if this item—despite the quality of our packaging to prevent breakage—is received by you damaged, unfortunately we will not be able to compensate you in any way.

Some Physica Energetics products come with a pressure pump without a check valve (Solray-D, L-Methyl B12). As a result, an overflow may occur during delivery of these items. This is why these tinctures are delivered in a plastic bag. Although this is relatively rare, please be aware that it does not affect the quality of the product in any way. There is no way for us to prevent this from happening. We experience the same situation when we receive them from the manufacturer. Thank you for your understanding.

 DEADLINES FOR SUBMITTING A CLAIM IN THE EVENT OF DAMAGE OR LOSS

A claim for compensation relating to a loss or damage (other than a glass bottle; see exclusions below) must be submitted by email or phone (514-351-3636 ext. #3) within fifteen (15) calendar days following the shipping date for shipments under the domestic plan (Canada).

 STEPS TO FOLLOW TO FILE A CLAIM IN THE EVENT OF DAMAGE OR LOSS IF YOU HAVE ADDITIONAL INSURANCE

  1. Contact us by email or phone (514-351-3636 ext. #3) to notify us of the situation. Be sure to inform us without delay and no later than fifteen (15) calendar days after the shipping date; otherwise, we will not be able to help you.

IN THE EVENT OF LOSS:

  1. Applicable only if you added the "signature required upon delivery" option; you must first wait until the standard delivery times for your selected shipping method have elapsed.
  2. Normally, the carrier requires 21 business days from the time we open a service ticket (only the sender can open such a ticket) to locate your package. Otherwise, the carrier will issue a cheque to the sender, and we will refund the card used for the original purchase.

IN THE EVENT OF DAMAGE:

  1. Make sure that the damaged contents are not an item excluded from possible claims (see the section on this topic above). Otherwise, the carrier may take up to 21 business days from the time we open a service ticket (only the sender can open such a ticket).
  2. Make sure to take photos and keep both the box and the products inside it in good condition in case the carrier requires a more detailed assessment, until the carrier's investigation is concluded.
  3. During this period, the carrier will require you to send photos of both the products and the package so that it can assess the quality of the packaging and the extent of the damage. It may even require you to complete a short survey before making its decision.

    If the carrier accepts the compensation claim, we will refund the card used for the original purchase. Otherwise, unfortunately, we will not be able to compensate you.

International Shipping

Unfortunately, we are currently unable to deliver outside Canada. Please refer to our Frequently Asked Questions for more details.