Shipping and Return Policies

Shipping Options
Standard Ground (3 -10 business days):  Orders are shipped from our warehouse on Vancouver Island, British Columbia, by Canada Post expedited parcel service.  Weekends and holidays are not included in business days.  The total delivery time includes the time it takes to process your order plus actual shipping time.

Fedex Air (2 – 3 business days):  When you choose this option, the cost for air shipping will be determined by the Fedex quote system as visible on your checkout screen.  If it does not become visible as a shipping option along with the standard ground, that means Fedex Air is not available to your address.  Weekends and holidays are not included in business days.  The total delivery time includes the time it takes to process your order plus air shipment time which varies depending on whether you are in a major city with longer times outside of major urban areas. Air shipment is not offered with any free shipping coupons.

Delivery Times:  All deliveries by Canada Post take place during the business day during regular business hours.  If you are not home and the driver feels it is unsafe to leave a package, a notice will be left with instructions for redelivery or a pickup location which could also include a Superbox where your items may get overheated during the summer months (freezing during winter will not harm our products).  To avoid this, we suggest you ship to an address where someone is available to receive the delivery during business hours, such as your workplace.

If you order over the weekend, on a holiday or after 10 am on a business day, your order will not be processed until the next business day under normal business volume conditions.

Canada Post will only deliver to your door if you currently get door to door delivery service.  If your location is serviced by a Superbox, they may place your package in a larger box or may serve you with a notice of where to pick it up.  If your location is serviced only by PO box, please do not indicate your street address as your package will be undeliverable.

Shipping Costs

Order Amount

Standard Ground

Fedex Air

$0-$99.99

$9.99

Fedex quote

$100.00+

FREE

Fedex quote

Order Cancellation and Changes
If you need to make a change prior to shipment, please contact us toll free at 1.866.714.5411 and quote your order number.  Order cancellations or changes to your order may not occur once an order has been shipped.

Change of Shipping Address
If you require the shipment address to be changed once an order has been shipped, you will be charged a redirection fee.  This fee is what the Canada Post charges us and ranges from $10 to $50 depending on your location.  Please ensure that you type in the correct shipping address upon checkout.

If the change of shipping is due to our mistake, you will have your order redirected to you at no charge.

Return Policy
For the safety of all Libre Naturals’ customers we do not return food items, regardless of their condition, therefore all sales at Libre Naturals are final.

Ingredients, nutrition and allergens for all Libre Naturals’ products are posted on each product's page, and it is a customer's responsibility to read and understand them, contact us to ask questions if necessary, and to select only those items that are safe for their specific diet.

Chocolate Shipment Policy
When shipping chocolate items, there is a risk of product damage during warm weather or when shipping to warmer climates. If you choose to ship any products that have chocolate in them, you assume the risk of this possibility when you place an order for those items with Libre Naturals Inc.

If granola bars do get overheated, the granola bars and chocolate should resume their shape if left to return to room temperature without being handled. The heat will not affect the taste or quality of the bars although long term shelf life may be compromised.

Any chocolate that has been heated and then cooled may get "bloom", a gray surface on the chocolate. Bloom is not harmful and does not change the quality of the chocolate; it's simply the cocoa fat coming to the surface of the chocolate. If bloom is visible on baking chocolate, it will disappear as soon as the chocolate is exposed to heat again upon baking.

Order Tracking
When your order is shipped from our warehouse, our shipping system will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package.

Missing Shipment
Unless you see unusual activity when tracking your package, please allow the full shipping time indicated above to elapse before contacting us about a missing shipment.  We can then work with Canada Post to track down your shipment.

If you have given permission for the driver to leave the shipment when you were not home, Libre Naturals is not responsible for the missing shipment. We strongly suggest that you provide a shipping address where you know someone will be present during the day. Many people choose to ship to their work address for this reason.

Damaged Shipment
With the exception of melted chocolate, if any package arrives damaged, refuse the package and have it sent directly back to us. Upon receipt of that package, we will replace the damaged contents and ship the replacement immediately with no additional cost to you.

Please notify us of your damaged shipment claim within 24 hours of the initial shipment with our customer care team at 1-866-714-5411 or at info@librenaturals.com.

Special Delivery Instructions
Unfortunately, Canada Post accepts only limited special delivery instructions.  We will place a note on the shipping documents if you indicate a request on your order but the driver may or may not heed those instructions.