Shipping policy

 

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

Processing Time vs. Delivery Time

The shipping time begins when your order is confirmed and represents the time required to process and prepare your products. The shipping time ranges from 3 to 24 business hours, depending on whether we have your products in stock. L's shipment of items (100% in stock) takes place the same business day for all orders placed before 12:00 EST. Note that this time could be several days if you choose "Discounted rate (3 to 14 business days)".

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

In short:  [processing time + carrier delivery time] = your estimated delivery date.

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

Shipping Rates (Province of Quebec)*

Quebec residents can choose from different service options, each with specific (non-guaranteed) delivery times. In addition, flat-rate shipping options of $7.50 (net purchase over $100 before tax), $6.00 (net purchase over $150 before tax), and free shipping (net purchase over $250 before tax) are available, all with a delivery time of 3 to 14 business days and via the carrier of our choice.

* Remote areas and P.O. boxes are excluded. Read below.

Shipping Rates in Canada (excluding Quebec)

Shipping costs throughout Canada (excluding Quebec) are calculated based on the order's volumetric weight, your location, and your choice of service, and normally take 3 to 14 business days. Please note that the prices shown are calculated directly by the carriers, not by Clinique Vitacru. In 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 chosen by the customer for deliveries to residences that are not detached private homes. In such cases, and if we deem it necessary, delivery by Canada Post may be chosen instead to ensure the package is delivered properly and avoid any 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 option other than our "Free Shipping" and/or "Reduced Rate"; otherwise, we will have to cancel and refund your order. Here are the regions and/or postal codes affected by this rule:

  • G0G
  • G0W
  • G0X
  • G4T
  • J0M
  • J0W
  • J0V
  • J0Z

Carrier strike

You can always choose your carrier, regardless of your purchase amount. 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, ice storms, viruses, etc.)

Please note that neither we nor the carriers can guarantee delivery times during periods of high parcel volume and/or crisis. 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 5 times as long, or more than 15 business days during this period. Thank you for your understanding.

Valid delivery address

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

 If there was an error, a refusal to accept delivery by the tenant, or missing information (i.e., suite number, company name, etc.) in the address you provided, and the carrier is unable to deliver the package to that address, or if the package was delivered but could not be assigned to you by reception because information was missing, the carrier may (if applicable) return the package in question to our distribution center and charge us the return shipping costs (equivalent to what we initially paid). In that case, we will simply refund your entire order minus 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 that address will accept the delivery in advance, to avoid the same issues a second time.

Please note that if the carrier did in fact deliver your package but the company’s reception desk (or elsewhere) was unable to hand it over to you because there was not enough information to route the package to you, we cannot be held responsible in any way, and you will have to take steps to retrieve your package from the department/reception desk of the company that received it on your behalf.

No signature required if absent

PACKAGE LOST OR STOLEN AFTER DELIVERY BY A CARRIER.

Please note that if you opted for the no-signature-if-absent clause and a carrier left your package in the lobby or at your door, and it disappeared before your arrival, it will be your responsibility to contact your insurance company to file a claim for reimbursement, if that is what you wish. Vitacru Inc. accepts no liability in such cases. If you do not want to take any risks, make sure to add the “signature required” option to your order. By placing an order on our online store (manually or by phone), you acknowledge that you fully agree with this policy and agree to comply with it.

Packages damaged or lost during transport

ADDITIONAL INSURANCE

Please note that we strongly recommend everyone add 'signature required/insurance' to all deliveries. This will protect your shipment from potential problems. L's 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 case of breakage or loss.

By default, these are the basic insurance coverage levels 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 this coverage is insufficient, be sure to add the insurance and signature option, or ask us by phone or email before completing your purchase whether it would be possible to add or increase the coverage for your order if you wish, to protect your package in case of loss or damage. Please note that additional fees will apply. 

EXCLUSIONS AND RESTRICTIONS ON CLAIMS FOR CERTAIN ITEMS

Shipping companies disclaim all liability 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. So if you order a product containing liquid in a glass bottle, please note that if the item is received damaged, despite the quality of our packaging to prevent breakage, unfortunately we will not be able to compensate you in any way.

Some products from Physica Energetics come with a pressure pump without a non-return valve (Solray-D, L-Methyl B12). During delivery, these items may spill. This is why these tinctures are shipped in a plastic bag. Although this is rather rare, please note that it does not affect the product's quality in any way. There is no way for us to prevent this from happening. We experience the same thing when we receive them from the manufacturer. Thank you for your understanding.

 DEADLINES FOR SUBMITTING A CLAIM IN CASE OF DAMAGE OR LOSS

A claim for compensation for 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 of the shipping date for domestic shipments (Canada).

 STEPS TO FOLLOW TO FILE A CLAIM IN CASE 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 be unable to help you.

IN CASE OF LOSS:

  1. Applicable only if you added the "signature required upon delivery" option, you must first wait until the standard delivery time for your chosen shipping method has 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 check to the sender, and we will refund the card used for the original purchase.

IN CASE OF DAMAGE:

  1. Make sure 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 in case the carrier requires a more specific inspection, until the carrier concludes its investigation.
  3. During this period, the carrier will require you to send them photos of the products and the package so they can assess the quality of the packaging and the extent of the damage. They may even require you to complete a short survey before making a decision.

    If the carrier accepts the compensation claim, we will refund the card used for the original purchase. Otherwise, unfortunately, we will be unable to compensate you.

International Shipping

Unfortunately, we are unable to ship outside Canada at this time. Please refer to our Frequently Asked Questions for more details.