Support Documents

General Information

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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.

 

Customs

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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

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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

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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

416-248-2930

 

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

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We ship from our online store to the following countries: