How do I place an order?
Ordering online from good natured® is fast and easy – 24 hours a day, seven days a week. If the product you’re looking for isn’t available for immediate purchase in our online store, drop us a line at email@example.com - we’d be happy to help you get your hands on it!
What If I want to place a volume or wholesale order?
For volume and wholesale orders, please give us a call on 1-877-286-0617.
What if a product is out of stock?
If the product you’re interested in is out of stock, please send us a note at firstname.lastname@example.org or call 1-877-286-0617. We’ll be able to let you know when the item will be back in stock or suggest something else that may work.
What payment methods can I use?
We accept all major credit cards including Visa, Mastercard and American Express, as well as PayPal.
Will I get an order confirmation when I complete my purchase?
Once you’ve placed your order, you’ll receive a confirmation email shortly after. We’ll also send you emails when your order has shipped, when it’s about to be delivered and when it arrives. If you don’t receive an order confirmation email, check your “junk” folder as it may be in there. If you still don’t see it, send us a note at email@example.com and we’ll make sure you get it.
Do you charge taxes?
Packaging items being used a part of your business operations are exempt from PST. You will be charged GST or HST only on these purchases, depending on your shipping location. For consumer product purchases, you will be charged both GST/HST and PST where applicable during the check-out process.
When will my credit card be charged?
We will authorize your purchase on your credit card at the time you place your order.
Can I cancel or modify my order?
Yes, you can. You can cancel or modify your order at any time before it’s shipped. Log in to your good natured® account or use the link in your order confirmation email to manage your order.
Where can I find my order number?
You can find your order number at the top of your order summary in your good natured® account or at the top of your order confirmation email.
Why was my order cancelled?
We never cancel an order unless you ask us to or we aren’t able to fulfill it. It may be that your shipping or billing information was incorrect or some information in your order is incomplete. We’ll send you a notification with details on why your order was cancelled and to see if there’s anything we can do to help.
What are my shipping options and rates?
Standard shipping is included on all orders, and you can expect your order to arrive in 7-10 business days from the time you place your order. If you need it to arrive more urgently, we also offer an Expedited Shipping service which will arrive in 2-5 business days after you receive your order confirmation.
Rates for Expedited Shipping, which will vary depending on order size and delivery location, will be displayed in your shopping cart and charged to you during checkout.
What If I am outside of Canada? Do you ship internationally?
If you’re located in the US, please click here to visit our US store. If you’re outside of Canada or the US, please send us a note at firstname.lastname@example.org or give us a call on 1-877-286-0617 and we can discuss the available shipping options.
Can I ship to a PO Box?
Both UPS and Purolator, the carriers we use most frequently for shipments within Canada, do not deliver to PO Boxes. If we have any issues with your shipment, we’ll get in touch to discuss and you’ll have an opportunity to cancel your order if we can’t accommodate shipping.
How do I track my order?
We will send you a notification when your order ships, when it’s on its way to you and when it arrives. In between these notifications, you can always track your order and delivery timing by clicking on the links in your shipment emails or by accessing your good natured® account.
What if my order is damaged?
Our return and exchange policy for home and office products lasts 30 days from the date of purchase. If more than 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, so please make sure to let us know at email@example.com right away if your order is damaged.
For non-refundable goods, and more specifically packaging, we provide you with 48 hours after delivery to send us any applicable evidence of discrepancies in quantity, incorrect goods or damage to your order to firstname.lastname@example.org. In this case, we’ll remediate the discrepancy by replacing the goods or applying a credit to your method of payment. Except as outlined above, all packaging sales are made on a one-way basis and are not returnable or refundable.
My tracking information says my order was delivered, but I haven’t received it. What do I do?
We’re sorry your order hasn’t found its way all the way home yet! When the tracking information says that the package has been delivered, it means that it has been delivered to the shipping address provided when you checked out. You can try the following options to try to locate it:
- Double-check the shipping address you provided for your order to make sure it was correct.
- Check with your household members, colleagues or neighbours at that address in case someone else picked it up for you.
- Check with the security guard, mailroom or front desk.
- Contact your local post office to see if they are holding the package for you.
- Wait 24 – 48 hours for your package to arrive—on rare occasions, the carrier may mark the package as being delivered earlier than it actually is.
If you’re still not able to locate your package, send us a note at email@example.com with your order number and we’ll be happy to help.
What if I’m not around to receive my shipment?
Depending on the shipping provider, they may try to re-deliver on the next business day or they may send your shipment to a local pick-up point. Some carriers will also let you change the delivery address – you can access this option by clicking on the tracking number in your shipment emails and/or your account order detail page.
What happens if my order was returned to sender?
We might already be aware of this and be getting in touch, but please send us a note at firstname.lastname@example.org right away so we can get this resolved.
RETURNS AND EXCHANGES
I’ve changed my mind about my purchase. How can I return or exchange it?
Our return and exchange policy for home and office products lasts 30 days from the date of purchase. If more than 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Except if damaged, all packaging sales are made on a one-way basis and are not returnable or refundable.
Please contact us at email@example.com before returning any shipment to us. In some cases, we do not require items to be physically returned to us to be eligible for refund.
When will I receive my refund for my returned product?
If your order is eligible for a refund, we’ll process that back to your original method of payment. Keep in mind it may take several weeks or up to 2 billing cycles for the refund to appear on your statement.
Do you refund shipping charges?
We do not refund shipping charges.
For more information about our return policy, please click here.