Shipping and Return Policy
COVID-19 Shipping Update
Inner Good remains committed to supporting our customers and we’re working with our courier partners to respond to the increased demand in online shopping in a responsible manner, putting safety and the communities we serve, first.
As a result, customers may experience a delay in standard shipping times for all orders placed online at InnerGood.ca. We apologize for this short-term issue.
If you have questions regarding your existing order, please contact Customer Service through our Contact page.
Shipping & Delivery
Inner Good currently ships to all Canadian Provinces and Territories, however there may be limited shipping options available in some areas. We do offer free shipping within Canada (there are some exceptions depending on shipping options) on all orders over $79, before taxes. If your order is less than $79 (before taxes), we charge an average flat $10 – $20 fee for shipping within Canada. All prices and shipping fees are in Canadian dollars.
After you place your order, an Order Confirmation Email will be sent to the email you provided. Your order will be processed in our head office within 1-2 business days, subject to peak holiday periods. Once your order has shipped, you will receive a Shipping Confirmation Email with a shipment tracking number. Some orders will require a tracking number from two or more courier companies.
Shipments are delivered Monday to Friday, excluding Canadian statutory holidays. Shipments are delivered using Purolator, UPS or Canada Post, depending on your location and product. Delivery times vary depending on your location – many of the major centres in Canada can receive their deliveries on the next business day from when we ship the order out.
It’s our goal to get you your product as quickly as possible. If you have special requests, such as “leaving a package without a signature”, use the Notes section at the Checkout page to indicate your needs. Special order items can take up to 2 – 4 weeks and sometimes longer to be shipped from our warehouse. We will notify you of any items that are not in our warehouse, and when you should receive them.
Cancelling an order is a time-sensitive action and is not always possible once an order has been placed. Please reach out to our Customer Care team as soon as possible. If cancellation is not possible at time of contact, our Customer Care Team can help facilitate a return upon delivery (excluding opened products and final sale items ).
Please triple check your order details thoroughly prior to placing your order as we are unable to add additional products or edit details of your order after it has been placed. If you’ve made an error in your order please contact our Customer Care team immediately for best assistance.
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.
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.
Due to the current COVID-19 pandemic, we are temporarily suspending product returns on any products ordered from March 1, 2020 onward.
If you need 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 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.
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.
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.
Inner Good will not assume responsibility for goods that are lost or misplaced beyond contacting the courier.
Restocking Fee Schedule
|Return from Date of Invoice||Re-stocking fee|
|0 – 30 Days||$5 minimum + Freight|
|31 – 60 Days||$15 minimum + Freight|
*Inner Good follows the governing Pharmacy laws within the province of British Columbia.