Frequently Asked Questions
Shipping
We ship from Vancouver, BC, Canada. Depending how far you are, the times may vary. We use Canada Post for majority of our shipping. All orders will include a tracking number, where you can check your estimated delivery times.
Canada: 2-8 Business Days
United States: 3-7 Business Days
International: 5-15 Business Days
We are proud to offer FREE SHIPPING on all orders over $119 for Canadian and US customers!
All Orders over $119: FREE SHIPPING
For Orders Under $119:
- BC (1-3 Business Days): $9.95
- AB, SK, MB (2-5 Business Days): $12.95
- ON, QC (3-6 Business Days): $14.95
- NB, PEI, NS, NL (4-8 Business Days): $14.95
- YK, NW, NV (3-8 Business Days): $19.95
United States:
Orders under $119USD: Flat Rate ~$14.95USD
Orders over $99USD: Free USA Shipping
International:
Shipping price to International locations is calculated manually by email based on your location and order size.
All orders will receive a tracking number with Canada Post for you to track your current order.
You can track your package here:
https://www.canadapost-postescanada.ca/track-reperage/en#/home
You should have received your tracking number by e-mail, but if you did not receive it, please contact us to check for your tracking number!
Customs, taxes, and duties may differ between different countries. We are not responsible for any taxes or duties that your country may charge. We recommend checking your countries rules on importing health and nutrition goods from another country.
Canada
No customs or duties will apply because shipping is domestic.
To learn more about SHIPPING please visit our full guideline here:
Shipping Information
Payment & Refunds
We accept almost all major credit cards such as Visa, Mastercard, and American Express.
For larger bulk orders, we may also accept Bitcoin and e-transfer (Canadian customers).
We do charge a flat 5% on your order for GST for all orders within Canada. There is no PST/HST on health and nutritional goods.
We DO NOT charge any other sales tax for anyone outside of Canada.
Customs, taxes, and duties may differ between different countries. We are not responsible for any taxes or duties that your country may charge. We recommend checking your countries rules on importing health and nutrition goods from another country.
Canada
No customs or duties will apply because shipping is domestic.
We offer a 30 day refund and return policy here at Neato Nutrition.
Unopened Products
Unopened products may be returned for a full refund on the items, shipping fees are non-refundable.
Items must be unopened and with its original packaging.
We do ask that customers pay for shipping and the items must be returned within 30 days.
Opened Products
Unfortunately, we may not re-sell any products that are opened.
If you are unhappy with any of our products, please do contact us and we will try to find an appropriate solution for you.
Incorrect or Missing Items
If you received an incorrect order or missing items, please contact us right away so we can find a solution to fix the order. We ask that you do not open any items that are not a part of your order.
Please contact us within 48 hours of receiving your order.
Damaged Items
If you notice that your parcel is badly damaged, please take a picture and contact us right away before opening your package. We do have proper steps to make claims with the shipping carrier if the items inside are damaged as a result of shipping.
If your product arrives damaged and un-usable, you need to contact us within 48 hours of receiving your product. We will require photos and send proper steps in order to have the problem rectified.
Subscriptions
We offer subscription services to delivery your products automatically on your schedule. Shipping rules apply to your subscription like a normal order.
There is no obligation, you can modify or cancel your subscription anytime.
Enjoy an easy to way to replenish your products on a monthly or bi-monthly schedule, without needing to order every time!
When you login to your account, you can enter your subscription portal. There, you can add products to your subscription, make changes to the flavours, and manage your subscription.
You can change your payment method on file and make full changes on there.
If you would like to make any changes or are having difficulty, we can help you by emailing us at [email protected].
If your subscription order has not shipped on the day it normally should, there could be a few reasons:
The card you have on file is expired or invalid now OR
We are out of stock on one of your items and are awaiting your reply for the subscription OR
It is the weekend or holiday and it will ship the following business day.
Products
GMP Certified
All of our products are produced and manufactured in a GMP certified facility. Good Manufacturing Practice (GMP) is a certification is designed to ensure that products are consistently manufactured are according to high quality standards.
Health Canada Site Licensed
All products are manufactured in a Health Canada licensed facility. Supplements made in Canada follow one of the most strict guidelines and many countries respect the high quality processes of supplements made in Canada!
FDA Registered Facility
All products are also manufactured in an FDA registered facility. This means the Food & Drug Administration has approved clinical tests that were submitted to them.
3rd Party Testing
We send each batch of our products for 3rd Party Testing. These tests may include: Compound ID, Total Protein, Amino Spiking Analysis, Microbio, etc.
All of our products are manufactured in Canada.
Canada has some of the most strict guidelines for health and food services in the world, which is why we are chosen by many people around the globe!
Actually, the best way to get information about our products is to read the labels. The labels are approved through health authorities before entering the market. This way, you can trust the ingredients in each product, alongside with the recommended usage that is provided on the label.
