Shipping and Returns Policy

Effective: 24 September 2026

This policy applies to every order arranged with {{TO_CONFIRM_WITH_OWNER}} ("VITL Apothecary", "we", "us", "our") following a request sent through https://www.vitlapothecary.ca (the "Site"). It forms part of our Terms of Service; where the two differ, the Terms control.

1. Where we ship from and to

We ship from {{TO_CONFIRM_WITH_OWNER}} to addresses in Canada and the United States only. A request with a delivery address anywhere else will be declined. If an order crosses a border, you are the importer of record and responsible for confirming that the products may lawfully enter your country, for any permit, and for all duties, taxes, brokerage and customs charges, which we do not collect. We choose the carrier.

2. Processing and dispatch

An order is processed once you have accepted our written confirmation and we have received payment in full. We then dispatch your order and email you the tracking number. Delivery time depends on your location and the carrier. Processing may take longer during holidays, periods of high volume or circumstances outside our control; if we cannot ship within 30 days of the date stated in the confirmation, you may cancel and receive a full refund.

3. Storage in transit

Products ship as lyophilized powder at room temperature, in packaging that protects them from light. Open and inspect the parcel as soon as it arrives and store the contents as the label directs. We are not responsible for degradation caused by a customs hold, by transit beyond the carrier's estimate, or by storage outside the label's conditions after delivery.

4. Delivery, title and risk

Title to the products passes to you when we receive payment in full. Risk of loss or damage passes to you on delivery to the address you gave us, or, if you arrange your own carrier, when we hand the parcel to that carrier. Where the law of the destination requires it, the carrier will ask an adult to sign for the parcel.

5. Returns

We accept the return of an unopened product, with every seal intact, stored as directed since delivery, within 14 days of delivery, on these conditions:

• you contact us at [email protected] within that window, quoting your order reference, and receive a return authorisation number before sending anything back;
• the product comes back in its original packaging, seals unbroken and labels intact;
• you pay for return shipping and store the product as the label directs on the way back; and
• we may refuse the return, or reduce the refund, if the product does not arrive in that condition.

Once we have received and inspected the product we refund its price, less the original outbound shipping charge, by the method you paid, within 15 days of approving the return.

6. What cannot be returned

The following are not accepted for return, except where the product arrived damaged, is short or is not what you ordered (section 7), or does not match its certificate of analysis on independent retest (Terms of Service, section 8.3):

• a product whose outer seal or inner seal has been broken, opened or tampered with;
• a product that shows signs of storage outside the label's conditions after delivery; and
• a custom or special-order item identified as non-returnable in our confirmation.

7. Damaged, short or wrong items

If a parcel arrives visibly damaged, with items missing, or with the wrong products:

• photograph the outer packaging and the contents before unpacking further;
• keep all packaging; and
• contact us at [email protected] within five days of delivery with your order reference and the photographs.

We will replace the affected items or refund them, by the method you paid, within 15 days of approving the claim. A claim made after five days, or without photographs, may not be eligible.

8. Your rights as a consumer

Nothing in this policy limits a right you have under the consumer protection law of the place where you live that cannot be waived by agreement, including the cancellation rights described in sections 3.6 and 5.3 of the Terms of Service.

9. Contact

Shipping questions, return requests and damage claims go to [email protected]. Please quote your order reference in every message.

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[email protected] · {{TO_CONFIRM_WITH_OWNER}}