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Woman with medicinal herbs and tinctures

Support Documents

Browse our support documents to gain information on the following aspects of our operations:

Shipping & Return Policies

General Information

We ship by postal mail service, so PO Box addresses are acceptable. In Canada, your package will be delivered by Canada Post. In the United States, your package will be delivered by the United States Postal Service. In the United Kingdom, your package will be delivered by Royal Mail. In other countries, your package will be delivered by your local postal mail service.


We generally do not use couriers such as UPS or Federal Express unless a customer specially requests it, because couriers are subject to extra brokerage fees at the border, which can substantially increase your cost. Also, while couriers often promise overnight delivery for normal packages, they cannot necessarily make this promise for herbal goods because they must pass through extra Customs inspections, so these services are not worth the extra money.



We ship from Canada, so customers in the United States should theoretically not have to worry about Customs duties because of NAFTA (the North American Free Trade Agreement). However, customers outside North America may be charged with Customs duties and other fees such as sales taxes at the border. Duties and fees and other Customs policies vary from country to country and may be changed at any time, so the customer should be aware of his own country’s Customs policies and fees before ordering.


​Shipping Times

Unfortunately, we cannot guarantee delivery times outside of Canada. Any international shipment must pass through Customs, and Customs delays are unpredictable, particularly since they tend to subject herbal products to extra scrutiny out of fear that they may contain narcotics. Courier services such as FedEx or UPS cost a great deal and would not solve the problem because they must go through Customs as well. If an air shipment takes more than 30 days to arrive, we will ship a free replacement.


When your package is sent out, Canada Post will automatically send you an E-mail with the tracking number for your package. You can check this tracking number at Canada Post’s website.


Note: If you are not at home when the shipment arrives, they will usually leave a note in your mailbox informing you that the package is being held at a local post office for you. If you do not pick up the package after two weeks, they usually assume you do not intend to do so, and they ship the package back to us. If you ordered by air mail and you have not received your package after more than two weeks, you may wish to check with your local post office to see if they are holding it. Sometimes they forget to leave the pickup note.


Return Policies

We accept returns of unopened product, within 30 days of purchase. We cannot offer refunds for product kept longer than that, and we do not accept returns of used product.


The easiest way to return a product (eg- if you changed your mind about the product before it arrived) is to write “Return to Sender” on the package immediately after you receive it, before you open it. Then, give it back to the post office. They will ship it back to us, and we will refund you the product cost, but not the shipping cost (we cannot refund that because those costs are unrecoverable once we have already shipped it at our expense).


If you have already opened the package but one or more of the products is still unopened, you can ship the unopened product(s) back to us at:


Sensible Health

133 The West Mall, Unit 8

Toronto, Ontario

Canada M9C 1C2



Make sure to clearly write “Product Return” on the package, as well as your name and order number. When it arrives, we will refund you the product cost.


Country List

We ship from our online store to the following countries:

  • Argentina

  • Australia

  • Bahamas

  • Belgium

  • China

  • Belize

  • Brazil

  • Canada

  • Cayman Islands

  • Chile

  • Cyprus

  • Czech Republic

  • Denmark

  • El Salvador

  • Ethiopia

  • France

  • Greece

  • Grenada

  • Guyana

  • Hong Kong

  • Iceland

  • Ireland

  • Israel

  • Italy

  • Japan

  • Kenya

  • Luxembourg

  • Morocco

  • Netherlands

  • Netherlands Antilles

  • New Zealand

  • Poland

  • Saint Kitts & Navis

  • Saint Lucia

  • Singapore

  • South Korea

  • Sweden

  • Switzerland

  • Syria

  • Taiwan

  • United Kingdom

  • United States

We can also ship to other countries not on this list, but there may be restrictions and extra costs, and such shipments cannot be handled through our online store so you need to call us in Canada at 416-248-2930.


Note: we have experienced problems shipping to certain countries in the past, so we no longer ship to those countries. Some countries have Customs restrictions on alcohol-bearing products or non-domestic herbal products, while others simply have unreliable postal systems which have repeatedly lost packages in the past. This is a current list of the countries to which we no longer ship:


  • Austria

  • Germany

  • Finland

  • Hungary

  • Malaysia

  • South Africa

  • Pakistan

  • Spain

  • Norway

  • Portugal


Shipping Charges

Our shipping charges are based on the actual cost we pay to Canada Post. If you check Canada Post’s website for the cost of shipping 1 lb bottles, you can confirm this for yourself. Many online stores offer reduced or even free shipping, but nothing in life is free. They do it by simply burying all or part of the shipping costs in the price of the product. Similarly, many online stores offer unconditional product refunds even if the product has been used; once again, nothing in life is free. This kind of policy costs them money, and they can stay profitable only by burying the costs in their product price.

Shipping & Return Policies

Product Safety



With all of the recent news about tainted toys and food products from China, it is understandable that many customers are concerned about the safety of Chinese herbal products. We have accordingly taken strong measures to ensure that our products are safe for use.


All of our Chinese herbs are supplied by importers which are licensed by Health Canada, and we manufacture all of our tinctures ourselves, at our facility in Ontario, Canada. We only use distilled water for our tinctures, and we are compliant with Health Canada’s site licensing and GMP (Good Manufacturing Practices) requirements.


Independent Lab Testing


In order to ensure the highest standards of quality and safety, we recognize that it is not enough to rely on licensed importers or our own in-house quality assurances. That is why we also use a third-party laboratory to test our products. Every single batch of our products is subjected to chemical testing at a third-party laboratory, to look for impurities which might otherwise be a threat to safety.


We currently use Labs-Mart in Edmonton, Alberta, and they perform tests for the following impurities:


Heavy Metals

  • Mercury

  • Lead

  • Cadmium

  • Arsenic



  • Aerobic Plate Count

  • Anaerobic Plate Count

  • E.coli

  • Pseumonoas

  • Salmonella Confirmation

  • Staphylococcus Aureus

  • Yeast & Mould Plate Count



  • Alachlor

  • Ametryn

  • Atrazine

  • Atrazine Desethyl

  • Azinphos-Methyl

  • Bendiocarb

  • Carbaryl

  • Carbofuran

  • Chlorpyrifos

  • Cyanazine

  • Diazinon

  • Diclofop-Methyl

  • Dimethoate

  • Malathion

  • Methyl Parathion

  • Metolachlor

  • Metribuzin

  • Parathion

  • Phorate

  • Prometon

  • Prometryne

  • Propazine

  • Simazine

  • Temephos

  • Terbufos

  • Terbutryn

  • Triallate

  • Trifluralin

If any batch of product is found to contain unsafe impurity levels through these tests, the batch is destroyed. As always, we strive to protect the safety of our customers at all times, by ensuring strict quality and safety standards in our tinctures.

Product Safety

How To Order

There are four ways to order:


  1. Shop online: this is the most convenient method. Use the “Shop” link at the top of the screen to browse our selection and add products to an online shopping cart. Then click the “View Cart” button to review your purchase, enter your shipping region and method, and then scroll down to select your payment method before hitting the “Checkout” button, which will take you to a secure area where you can enter your credit card number and shipping address.

  2. Fax: this is best for people who are not comfortable shopping on-line. In order to download a printable order form in PDF format, click here(for customers from the USA) or here (for customers from Canada or other countries) to download a printable order form in PDF format. Please note that you will need the free Acrobat reader from Adobe Software. Print out the order form on your own printer and fill it in by hand. Make sure to print neatly and in capital letters for legibility, and double-check your credit-card number and address before sending it. Then, fax it to us at 416-248-0415. No cover letter is required.

  3. Mail order: this is best for people who are not comfortable shopping on-line and do not have credit cards or access to a fax machine. Click here to download a printable order form in PDF format (you will need the free Acrobat reader from Adobe Software). Print out the order form on your own printer and fill it in by hand. Make sure to print neatly and in capital letters for legibility, and double-check your address before sending it. Do not send cash, as it might be stolen in transit. If paying by money order or bank draft, remember to specify at the bank that it must be in Canadian dollars. Then put the order form and money order into an envelope and mail it to us at the following address:

    Sensible Health
    133 The West Mall, Unit 8
    Toronto, Ontario
    Canada M9C 1C2
    Tel: 416-248-2930
    Fax: 416-248-0415

  4. Telephone: this is best for people who have credit cards but would prefer not to use mail, fax, or online shopping, or for people who have questions about the product which are not answered on this website. Call us at our telephone number 416-248-2930 during business hours (Eastern Standard Time). If you cannot get through, feel free to leave a message and we will get back to you. If you leave a message, be sure to speak slowly and clearly, and include your name, location, and preferred time for us to call you back.

How To Order

Overseas Currency Exchange

Our prices are listed in Canadian dollars. If you use a credit card such as VISA or Mastercard, the credit card company will take care of the currency exchange without any intervention on your part. Simply place an order, and when you get your credit card bill, you will be charged an equivalent amount of your local currency.


For example, at present (based on figures from 2014-12-19), if you were using a VISA card issued by Chase-Manhattan, a customer who uses Euros would get an exchange rate of 0.7155, meaning that if you buy $100 CDN worth of products from a Canadian online retailer such as us, you would be charged approximately $71.55 Euros on your next credit-card bill. Since exchange rates vary slightly from bank to bank and day to day, the exact figure you see might be slightly different, but not by a large amount.


Other examples:


  • Australian dollar (on 2014-12-19): 1.09 ($100 CDN = $108.66 AUD)

  • UK Pound (on 2014-12-19): 0.56 ($100 CDN = $55.87 UK pounds)

Overseas Currency Exchange

Credit Card Fraud

We take the potential for credit card fraud and identity theft seriously. We do not share credit card information or contact information with any outside companies or individuals.


If you believe your credit card was charged in error

If you believe your credit card was charged in error, please contact us. However, before you do, please check the billing name. Our billing name on your credit card statement should read “Sensible Health”, not “”.


Note: Some people have confused with, and have directed complaints about’s billing practices to us. We must stress that we are not affiliated with in any way. The only similarity is that we both use the word “sensible” in our names. is actually a billing name used by a company called “Investfield Services Ltd” which is located in Cyprus and which operates pornographic websites. We wish to stress again that we are not affiliated with this company in any way. If you have complaints about this company, please go to their support website at

Credit Card Fraud
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