Shipping & Delivery Policy

Enjoy free shipping within Canada* for all orders totaling $75.00 CAD or more, excluding taxes. For orders below $75.00 before taxes, a flat shipping fee of $15.00  applies within Canada.

Shipments are processed Monday to Friday, except on Canadian statutory holidays. Deliveries are typically fulfilled via courier services such as UPS or Canada Post, contingent on your location. A tracking number will be provided once the order is dispatched. Delivery times fluctuate based on location; but typically, we expect orders to arrive within 3 to 7 business days.

Special order items may require up to 2 weeks for shipment from our warehouse. Any items not stocked in our warehouse will be promptly communicated, along with expected delivery timelines.

Refunds & Returns

If you're dissatisfied with your purchase for any reason, you have the option to return your unused items for a refund or replacement. However, all returns must receive prior authorization. Requests for refunds or replacements must be submitted within 30 days of purchase. Once authorized, returns and replacements are valid for 30 days. To arrange a return merchandise authorization (RMA), please contact our Customer Service team at 1 (855) 811-3733, from Monday through Friday 9 AM until 5 PM EST or email us. This policy applies to all customers, unless overridden by a separate written agreement detailing specific terms and conditions for return goods.

Return Procedure

After you receive the RMA from someone in our customer service team, each return package must include the following:

• The customer's full name, address, phone number and/or email address
• RMA number
• Original ActivKare receipt
• Lot number and expiration dates, if available

Returns

Defective products can be returned with prior authorization, while non-defective products may also be returned if authorized by ActivKare. Returns must be initiated within 60 days of receipt.

The following conditions are ineligible for return:

• Products purchased more than two months prior to the return request.
• Products classified as hazardous materials.
• Special or custom products tailored to customer specifications or designated as non-returnable.
• Products returned in altered, damaged, or non-original packaging.
• Refrigerated items.
• Broken, breached, or damaged packs.
• Items packaged in unsalable units or measures unfit for resale.
• Returns restricted by law.
• Products with less than 6 months of shelf life remaining based on expiration dates.
• Third-party vendor products requiring vendor return authorization are subject to the vendor’s return policy and fees.
• Issuance of an RMA number does not guarantee credit, which is contingent upon confirmed receipt and review of returned products, and subject to the terms of this policy.

Damages or Shortages

To expedite damage or shortage claims, customers must inspect all receipts before accepting delivery from the carrier. Any damages or shortages must be documented on the carrier’s freight bill or bill of landing and counter-signed by the customer. Damaged products must remain in the original carton for potential inspection by the transportation company. ActivKare must be notified of transit damages or product shortages within five (5) business days of receipt, failing which ActivKare is absolved of any obligation for credit or replacement. Contact our customer service team at ActivKare toll free 1 (855) 811-3733 to report damages or shortages.

Products Shipped in Error

Customers must report shipping errors or disputes to ActivKare within two (2) business days of receipt. Products dispatched in error by ActivKare are eligible for return and full credit, provided such returns are executed within thirty (30) days of receipt.

Defective Product

Defective products, accurately identified damaged items, and returns stemming from ActivKare’s error may be returned at ActivKare’s expense and are eligible for a full credit, subject to the other terms of this policy.

More Information

If you wish for more information, please contact our customer service team Monday through Friday from 9 AM until 5 PM EST 1 (855) 811-3733 or by email.