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Shipping and Return Policies

Standard Ground (3-10 business days)

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

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.

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.

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. Like all couriers, Fedex cannot deliver to a PO box.

The total delivery time includes the time it takes to process your order plus air shipment time which varies depending on how close you are to our Vancouver Island warehouse and whether you are in a major city, with longer times outside of major urban areas. Weekends and holidays are not included in business days.

Free shipping minimums and/or coupons are not offered with air shipments.

Shipping Times

As noted above, orders are shipped from our warehouse on Vancouver Island, British Columbia. The total delivery time includes the time it takes to process your order plus actual shipping time which will vary by your distance from our warehouse. Weekends and holidays are not included in business days.

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.

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.

Shipping Costs

ORDER AMOUNT STANDARD GROUND FEDEX AIR
  $0-$98.99   $9.99   Fedex Quote
  $99.00+   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

Canada Post cannot change the ship address once the shipment is en route. Once a package has arrived at the destination you provided, it will take a secondary shipment to ship to your new address. This new shipment is a separate shipping cost and you will be required to pay for it via credit card payment.

If the change of shipping is required due to our mistake, you will have your order redirected or resent 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.

Tracking Your Order

When your order is shipped from our Duncan, BC, Canada warehouse via standard ground service, the Canada Post 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.

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.

Damaged Shipment

With the exception of melted chocolate, if any package arrives obviously damaged, refuse the package and contact us via the directions below.  If you receive a package and don't realize there is damage until you open it or it was left damaged on your doorstep, we require pictures and a description of the type and number of damaged items.  This is necessary for us to make the damage claim with Canada Post.

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

We will then begin the claims process with Canada Post and advise you on how we'll replace your damaged products and what to do with your damaged order.

Missing Shipment

Please allow the full shipping time indicated above to elapse before contacting us about a missing shipment unless you see by your tracking link that Canada Post has indicated a problem.  We can then work with Canada Post to track down your shipment.

If you have given permission for the driver to leave the shipment, either on the order or by a previous "no contact" agreement, 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 to receive shipments.  Many people choose to ship to their work address for this reason.

Special Delivery Instructions

Unfortunately, Canada Post does not accept special delivery instructions. If you add a delivery instruction on your order and we add it to the Canada Post system, it will be up to the driver to honour that instruction if they choose.