FAQ
Q: Why was there a small extra fee on my statement?
A: We are a Canadian company with our head office located in Canada. Some US Banks will charge a nominal fee when you make a purchase from a foreign company. This is a bank fee that the bank keeps. It is not an extra tax we charge. If you are charged this fee, you can send us a screen shot of your statement (with all private information blacked out) to support@northernvitality.us and we will reimburse you for the charge.
Q: When will my order be shipped?
A: We do our best to ship your order within 48 hours of placing an order if all items are in stock. We will contact and let you know if there will be any delays.
Q: Do all your products come from Canada?
A. Yes they do, we source all of our products from Canadian wholesalers. This gives you access to brands not available in the US and lets you take advantage of lower Canadian prices for brands that are available. We have taken care of the importing procedure (so no customs or duties charges to you!) and store our products in our partner warehouses spread througout the US, this will result in a much faster shipping time.
Q: How long is shipping time?
A. Our products are shipped from our warehouse located in both Canada and the United States. Shipping times will vary depending on your location and where the product is shipped from. Suggested shipping times will be presented to you at the time of checkout. Some products offer 2 Business day shipping, most orders typically have a shipping time of 5-10 days. Please note, weekends and holidays are not considered business days. All orders are shipped Monday to Friday. Orders placed before 9am pst are shipped the same day, all others are shipped the next business day.
Q: Do you offer free shipping? A. Orders over $20 are eligible for free shipping when shipped to the contiguous United States.
Q: How do I return an item?
A: We want you to be happy with your purchase if for any reason you are not we will accept returns for 30 days after the purchase. All returned items will need to be sent back to the original shipping destination. Please note for large orders (over $100) we may charge a restocking fee or not cover the return shipping.
Q. I have a certain medical condition. What do you recommend?
A. Unfortunately, we cannot recommend any product for medical condition or illness. We suggest that you contact your doctor or health care provider for recommendations. If your doctor wants you to take a specific supplement, we'll be happy to answer product questions.
Q: Do I need to set up a shopping account on the site?
A. You do not need to set up an account to order. However we do offer discount codes and specials on a regular basis, only customers with an account will have access to those specials.If you want to buy products online, you must set up an account.
Q. I forgot my account password. What should I do?
A. Click My Account at the top of the home page. Scroll down to the "Forgot your password" section and follow the instructions for receiving a new password immediately via email. Still have questions? Please communicate with us.
Q. How can I place an order?
1) Add the items to your shopping cart by clicking the "Add to Cart" button displayed with the product description.
2) When you add all the items you want to buy to your shopping cart, click the Checkout button either on your shopping cart page or at the top right corner of the page you're using.
3) Enter your billing, shipping, and payment information according to the directions.
4) Confirm your order by clicking the "Submit Order" button at the bottom of the confirmation page.
Q. Can I view orders I've placed in the past?
A. Yeah. Click the 'My Account' option at the top of the home page. Sign in using your email address and password. You'll then be able to view your order history.
Q. Will you notify me if there are problems with my order?
A. We will notify you immediately via email of any complications related to your Order, including backup procedures and the issuance of a credit card authorization.
Q. Do you notify me when my order has been shipped?
A: You will first receive an email confirming your request, then another email informing you when your order has been shipped.
Q: Can I ship to an address other than my address?
A. When you process the order, you will be able to enter separate billing and shipping addresses.