CANADA POST SHIPPING ISSUES
At The Compassion Club, we try our best to get orders out the same day or within 48 hours. We pride ourselves on a quick turnaround time from order placement to package shipment.
Unfortunately, once your package is in the hands of Canada Post, we cannot control the speed or efficiency at which they deliver the packages. Over 98% of our packages are delivered on time (if not early) and without issue. But there are instances where packages just go missing.
In these instances we want you to know that we will ensure your access to medicine:
If an order is undelivered and deemed “unrecoverable” by Canada Post, we will send you a 1 x replacement package, free of charge (up to a maximum of $300.00).
We have a 21 business day policy in place for these situations, this gives Canada Post ample amount of time to deliver your package while working with their COVID-19 protocols.
After 21 business days of not receiving your package from the date your package was shipped, we will send you this one time replacement.
We provide this service so you can shop for your medicine without worrying if it will arrive.
TO INITIATE A SHIPPING CLAIM WITH US:
Please wait at least 5 business days after your order has been shipped. The majority of packages that do not show up on time are simply late.
Contact our Customer Support and let us know your package has not arrived; [email protected]
We will start our own internal investigation into the issue. Which includes various steps to determine the state of your delivery, spanning over a few days.
After we have conducted a thorough investigation into your packages delivery, a decision will be made to either initiate our 21 business day policy (please see above) or it is possible that we are not able to determine the cause of the delay/non-delivery, and we will provide a rectification in a timely manner. Please understand that we will always base our decisions on individual situations.
Please note that we may request an alternate address to send the package to
If the original package does turn up in that time we will ask that you not accept delivery of the replacement package so it is returned to us.
OTHER SHIPPING POLICIES:
We do not offer postage refunds if your order arrives late due to any postal delays.
If you provide an incorrect address and your package is returned to us, you will be required to re-send the shipping fee. Once we receive the shipping fee and the original package back in the mail we will re-send it out to you.
If you do not get your package 2 days after the expected arrival date, let us know and we will file a trace with Canada Post.
If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete).
If they can locate the package, they will ship it to you and you’ll get it a few days later.
If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.
Apologies for any inconvenience. Please contact us with any questions.