Shipping and Return Policy

Shipping & Delivery

Inner Good’s goal is to be number 1 in customer service across Canada. If you are at all displeased with your purchase for any reason, you may return your unused items for refund or replacement. All returns must be authorized by Inner Good prior to receipt. Refund or replacement requests must be made within 30 day of purchase. Authorized returns and replacements are valid for 30 days. Return goods authorizations (RGAs) may be arranged by calling Customer Service at 1-844-466-3939. This policy applies to all customers unless superseded by a separate written agreement that includes specific return goods terms and conditions.

Return Procedure

After obtaining an RGA, each return must include the following information:

• Customer’s name, address and account number.
• RGA number.
• Original Inner Good Receipt.
• Lot number and expiration dates where applicable.

Return Policy

If you have a Return, please contact our customer service as soon as possible. All returns of online transactions are to be returned by mail only. Customers will have 30 days after receiving a product for return. 

Customers will receive the refund in the same payment method used for the purchase. After the product has been delivered to our office, funds should be returned within approximately 5 – 15 business days depending on your bank. 

Items (such as ostomy products) that contact skin directly are not permitted for return or exchange once the original seal is broken. 

Some items will be considered ‘Final Sale’ from Inner Good. These items include Sexual Health Products, Clearance Items, Special Orders & Custom Orders. 

The following will not be considered for return.

• All PPE products (re-usable & disposable face masks & gloves)
• Products purchased more than 30 days prior to return request.
• Products considered hazardous materials.
• Special or custom products made to customer specifications or sold as non-returnable.
• Products returned in altered or damaged packaging, or in packaging other than original packaging.
• Refrigerated items.
• Items in unsalable units of measure where product cannot be resold.
• Returns prohibited by law*.
• Products with less than 6 months shelf life remaining based on expiration dates.
• Third party vendor products that require a vendor return authorization are subject to the vendor’s return policy and applicable fees.

Delivery Policy

After your order has been placed and you receive your tracking number from us, it is the duty of the customer to track and be responsible for having someone being able to sign for your product should a signature be required. Also, after the customer has received the tracking number, it is the customers responsibility to contact the shipping company should any issues arise with your order. Any issues with delivery are beyond the control of Inner Good. 

Broken, Damaged or Defective Products

If you have received a broken, defective or damaged product, contact our Customer Service team right away. We will require that you take a picture of the broken or damaged items and email them to Inner Good. 

Defective products are returnable with prior authorization. Non-defective products may be returned, provided customer has obtained prior authorization from Inner Good.  Products must be in salable condition to be considered for restocking. Freight and restocking fees may apply as noted in the Restocking Fee Schedule listed below. Product must be returned within 30 days of receipt.

In an effort to minimize any delay in resolving a damage or shortage claim, the customer is required to count all receipts prior to acceptance of delivery from the carrier. All damages or shortages must be noted on the carrier’s freight bill or bill of lading and be countersigned by the customer. The damaged products must remain in the original carton, in the event inspection is required by the transportation company. The customer must notify Inner Good of any damages in transit or product shortages within five (5) business days of receipt, or Inner Good shall have no obligation to process credit or arrange for product replacement. Contact Inner Good Customer Service at 1-844-466-3939 to report damages or shortages.

Defective product, properly noted damaged product and returns that are the result of an Inner Good error may be returned at Inner Good’s expense and for a full credit, subject to the other provisions of this policy. 

Products Shipped in Error by Inner Good

Customer must notify Inner Good of any shipping errors or disputes within two (2) business days of receipt. Products shipped in error by Inner Good are freely returnable for full credit, provided that such returns are made within thirty (30) days of receipt.

Stolen Items

If an item you have purchased has been stolen, it is the responsibility of the customer to get in touch with local authorities and also speak with the courier company.

Lost Items

Inner Good will not assume responsibility for goods that are lost or misplaced beyond contacting the courier.

Restocking Fee Schedule

*Inner Good follows the governing Pharmacy laws within the province of British Columbia.