FAQs

Frequently Asked Questions (FAQs)

 

1. What is your return policy?

We have a 7-day return policy. You can request a return within 7 days of receiving your item. To be eligible, the item must be unopened, unused, in its original packaging, and with all tags intact. You’ll also need to provide your order number. 

2. How can I start a return?

To initiate a return, please contact us at sehasupplementstore@gmail.com. If your return is accepted, we will provide you with a return shipping label and instructions on how to return the item.

3. Are there any items that cannot be returned?

Yes, certain items cannot be returned. These include:

  • Perishable goods (such as food, powders, hot drink mixes, honey, sugar, and sweeteners)
  • Custom products (e.g., special orders or personalized items)
  • Personal care goods (e.g., beauty products)
  • Hazardous materials, flammable liquids, or gases Additionally, we do not accept returns for sale items or gift cards. Please contact us if you have concerns about specific items.

4. How do I know if my return is approved?

Once we receive your return request, we will first assess the situation to determine whether the issue is on our side or yours.

  • If the issue is due to an error on our part (e.g., defective, damaged, or incorrect items), we will approve the return and provide you with a free return shipping label.
  • If the issue is due to a customer error (e.g., change of mind, wrong item ordered), you will be responsible for the return shipping costs, and you will need to send the item back at your own expense.

5. Do I have to pay for return shipping?

Return shipping is free if the return is due to an error on our part (e.g., defective, damaged, or incorrect items). If the return is due to customer issues (e.g., change of mind or ordering the wrong item), the customer is responsible for the return shipping costs.

6. Can I exchange my item?

We do not offer direct exchanges. However, the fastest way to get a replacement item is to return the item you have and place a new order for the correct item once your return is processed.

7. How do I track my order?

Once your order is shipped, you will receive a tracking number via email or SMS. You can use this tracking number to track the progress of your shipment.

8. Do you offer same-day delivery?

Yes! We offer same-day delivery for orders within Milton and Mississauga if your order is placed before 2:00 PM (local time). Orders above $60 qualify for free same-day delivery, while orders under $60 are charged a standard delivery fee of $4.99.

9. Can I change my shipping address after placing an order?

If you need to change your shipping address, please contact us immediately at sehasupplementstore@gmail.com. We can update the shipping address as long as the order hasn't been shipped yet.

However, if the order has already been shipped to an incorrect address provided by the customer, we are not responsible for any issues or delays that arise. Please ensure your shipping address is accurate when placing your order to avoid such complications.

10. How long does standard shipping take?

For orders outside Milton and Mississauga, shipping times vary depending on your location. Typically, most orders arrive within 3-5 business days.

 11. Do you ship to PO Boxes?

Unfortunately, we do not ship to PO Boxes.

12. What happens if my item is damaged or defective?

If you receive a damaged or defective item, please contact us immediately at sehasupplementstore@gmail.com. We’ll work with you to resolve the issue.

13. When will I receive my refund?

Once your return is approved, you’ll be refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

14. Do you offer free shipping?

Yes, we offer free shipping on orders above $60 for both local deliveries in Milton and Mississauga as well as orders outside these areas. Shipping costs for orders below $60 will be calculated at checkout.