Shipping policy

Effective Date: November 6, 2023


Thank you for choosing HeLa Nutrition! We are committed to providing our valued customers with exceptional service, including reliable and timely shipping of our protein powders throughout Canada. Please review our shipping policy below to understand the details and terms of our shipping services.


Order Processing:

  • All orders are typically processed within 1-2 business days, excluding weekends and public holidays.
  • Any orders received after 12:00 PM (local time) will be considered as received on the next business day.
  • Please ensure that the shipping address provided during checkout is accurate and complete to avoid any delays or delivery issues.

Shipping Methods:

  • We offer shipping services through reputable carriers, including Canada Post, UPS, Purolator, and FedEx.
  • The available shipping methods will be displayed during the checkout process, and you can select the desired option based on your preferences and requirements.
  • Shipping options may vary depending on the delivery location, package weight, and order value.
  • We offer free local delivery to customers within our approved delivery zones. Please contact us if you are a local resident of Toronto or Thornhill and we would be happy to deliver product to you, free of charge.

Shipping Charges:

  • Shipping charges are calculated based on the weight of the package, destination, and selected shipping method.
  • The shipping costs will be displayed during the checkout process, allowing you to review and approve the charges before finalizing your order.
  • We offer Free Shipping within Canada for orders of $150 or more before taxes
  • We may offer free shipping promotions from time to time. Please refer to our website or promotional materials for details on any ongoing offers.

Delivery Times:

  • The estimated delivery time will depend on the shipping method chosen, the destination, and the carrier's service level.
  • We strive to provide accurate delivery estimates; however, please note that unforeseen circumstances, such as weather conditions or carrier delays, may occasionally impact the delivery time frame.
  • Once your order is shipped, you will receive a shipping confirmation email with tracking information to monitor the progress of your package.

Order Tracking:

  • To track your order, please use the tracking number provided in the shipping confirmation email.
  • You can enter the tracking number on the carrier's website or use the tracking features available on our website.
  • If you encounter any issues with tracking your order or have questions about its status, please contact our customer support team for assistance.

Shipping Restrictions:

  • We currently ship within Canada and we also offer international shipping to the United States.
  • Certain remote areas or addresses with limited accessibility may have restricted shipping options or additional transit time. We recommend checking with our customer support team or the carrier for any specific restrictions that may apply to your location.

Order Modifications and Cancellations:

  • Once an order has been placed, modifications or cancellations may not be possible if the order has already been processed or shipped.
  • If you need to make any changes to your order, please contact our customer support team as soon as possible, and we will assist you to the best of our abilities.

Damaged or Lost Packages:

  • We take great care in packaging and securing our products for shipment. However, if your package arrives damaged or is lost in transit, please notify our customer support team immediately.
  • We will work with the carrier to investigate and resolve the issue promptly. In the case of damaged products, we may request supporting documentation, such as photographs, to assist with the claim process.

Returns and Exchanges:

  • For information on returns and exchanges, please refer to our dedicated Return Policy available on our website.

Contact Information:

If you have any questions, concerns, or require further assistance regarding our shipping policy, please feel free to contact our customer support team:

Email: info@helanutrition.com