FAQ's

GENERAL

Where are you located?
We are located in Calgary, Alberta, Canada.

Do you sell prescription drugs?
No, we don't sell any prescription drugs online. Any of the medication that we do sell is over-the-counter, which means it can be bought at a Canadian pharmacy without requiring a prescription from your doctor.

What if I can’t find a product I’m looking for?
If you can't find the product you're looking for, let us know! We have access to literally hundreds of thousands of products through various manufacturers and we can certainly find the product you are looking for. Please note: Special orders are paid in full at the time of the order and are non-refundable. Please tell us about the product at orders@elementalhealth.ca

Why buy my healthcare products online?
Our customers shop at Elemental Health for convenience, information and value. We have a massive selection of Sports Nutrition, Green & Natural, Personal, and Wellness products to suit every need.

What methods of payment do you accept?
You can use the following payment methods: Visa, Mastercard, American Express, Paypal, Interac e-mail money transfer. Cash is only accepted if you live in Calgary and area. Please contact us at orders@elementalhealth.ca to arrange order pick-up and payment.

What if I have a complaint regarding a product?
We are not the manufacturers of the products we sell. If you have a performance and/or warranty issue, or a general complaint with a product, please contact the manufacturer at the number on the packaging.

ORDERING

How old do I have to be to order at your website?
To order at Elemental Health, you must be of the age of maturity as defined by your province or state. If you're not an adult, please have a parent or guardian make your purchase for you.

Is my order subject to tax?
You will be charged GST if your order is being shipped within Canada. Orders shipped to the USA are not subject to any tax. When you complete your order, we will calculate the required tax based on your location.

How do I know that my order has been received?
As soon as you make your order, you'll receive an order confirmation email from us to let you know that we received your order. You'll receive another email when your order is being processed, which means that it is being picked and packed with care by our shipping team. Finally, you'll receive one more email to let you know when we've shipped your order from our shipping centre! If you have a question about the status of your order, please reply to your order update email(you can also email us at orders@elementalhealth.ca). Providing us with your order ID (which you can find in your order confirmation emails) will allow our customer care team to help you more quickly.

I did not receive an email confirmation for my order? 
If you ordered and were charged for the order, most likely your email provider is putting our emails in your "Spam" or "Junk Mail" folder. Feel free to contact us to confirm your order or check on its status, we'd be happy to hear from you!

When will I be charged for my order?
You will be charged as soon as you make an order.

What will my order come to in US dollars?
All orders are billed in Canadian dollars. Please speak to your credit card issuer to find out what exchange rate they use and whether there are any foreign transaction fees associated with cross-border shopping.

Can I make changes to an order that has already been placed?
We are unable to add items to an order, after it has been placed. We can, in some cases, edit the shipping address information or remove an item(s) associated with an order- this type of request is time-sensitive.

Once an order has entered the processing stage, we are not able to guarantee that amendments to an order will be possible. Please call or email our Customer Care team as soon as possible, if changes are desired, and we'll be happy to help/advise, as best as possible.

Do I need to create an account to place an order?
Most of our communication regarding your order occurs automatically by email, and we do require an account to be made before placing an order.

SHIPPING

Are there any Shipping minimums?

There are no minimums. You may order as little or as much as you need. Additionally we ship to both commercial and residential address across CANADA and the continental USA.

Who do you use for Shipping?

At Elemental Health we ship majority of our products via UPS, Purolator, Loomis, and Canada Post, however if your shipment size is unusual or fairly large we may resort to a local freight service. This is something our staff at Elemental Health will be sure to notify you of, if and when the situation occurs.

How are Shipping charges Calculated?

The most commonly used method for calculating shipping charges, is through factoring in locationdimension and weight. Once your have filled up your shopping cart, simply checkout to get your shipping rates.

In the rare event the shipping costs quoted online exceed actual shipping costs, a representative will contact you to advise on the additional charges. We will not ship out the product until you are ok with the additional charges.

How long will it take for me to get my product?

We ship all items from our warehouse in Calgary, Alberta.

For standard shipping, we process stock item orders within 2-3 business days. After processing, orders within Canada take between 5-10 business days for delivery to your address depending on your location. Orders to the USA may take additional time due to border processing but generally are delivered within 10-15 business days after processing.

If you have an urgent deadline or requirement please email us at orders@elementalhealth.ca before placing your order to ensure availability of stock and shipping times.

If an item on your order is unavailable, a out of stock email will be sent to you within 24 business hours. Please respond to this email if you have a time constraint. We will work with you to find a compatible solution.

What if I Missed Delivery or Provided a wrong address?

Please ensure the provided address is correct and complete. Please ensure there is someone present to receive the delivery.

If you miss your delivery or the wrong address is provided, the order after failed attempts will be returned back to our warehouse/manufacturer. Once the product reaches our warehouse/manufacturer, we will contact you to arrange a reshipment. As the shipping charges were already paid for the first failed attempt, the customer must repay the associated shipping fees. If you decide at this point to return the order, we will refund your order less a restocking charge of 10%, less shipping charges.

What if there is Damages, Shortages, Lost or Delayed shipment?

For items shipped via carrier (UPS, Purolator, Loomis, Canada Post) please contact us within 5 days from delivery to notify us of any damages, shortages, or issues.

Every effort is made to ensure your packages reach you in a timely manner. In the rare event that a package is lost during transportation we must begin a trace with the carrier. If the package was delivered but you did not receive it, we must speak to the driver to locate to whom the shipment was given to. Traces can take 3-5 business days.

If the package is not recoverable, we will do our best to find a suitable solution that works for you.

RETURNS

Can I return Sale items / Special orders?

Unfortunately sale items or special orders cannot be refunded. Only regular price stocked items can be refunded.

What is your Refunds / Returns Policy?

All regularly stocked items may be returned to us if the item has not been used or opened from the original packaging. In order for returns to be accepted, your items must be returned within 45 calendar days from receipt of your order. Please contact a Customer Solutions Specialist before returning an item back to us! We will create a return authorization for you and send you an e-mail with instructions on how to complete the return.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

Once we have approved your return, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

Special Order items cannot be returned.

To keep costs low, there is a 10% restocking fee assessed on all returns. Additionally the return shipping fee is the customer’s responsibility. For international returns, you will be responsible for the brokerage fees, duties, and taxes that may be applied. Shipping costs are not refundable.

How To Return Your Item

If you have any questions on how to return your item or have any questions or concerns, please email us at orders@elementalhealth.ca for a return address.

 

PRIVACY & SECURITY

What security measures do you put in place to protect my identity and financial information?
Your privacy is very important to us. To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Will I receive junk email from you after I place an order?
No, we don't like spam either, and we have a strict policy against sending unsolicited emails. If you'd like to receive newsletters from us, you can sign up on our homepage. If you'd like to unsubscribe from our newsletter please click unsubscribe. If you aren't signed up for our newsletter then you'll only receive notification emails from Elemental Health when you place an order. Those emails are just to keep you up to date on the status of your order.

I do not wish to use my credit card, are there alternatives?
Of course! We do offer Interac e-mail money transfer and Paypal as the two payment options. Please note that all Elemental Health orders must be placed online.

NEWSLETTER

What is in your newsletter and communications?
Our newsletter and communications contain product information and monthly specials. We don’t bombard our customers with weekly or daily e-mails.

COUPONS

How do I use a Elemental Health Coupon Code?
Add the products that you'd like to purchase to your shopping cart - keep in mind, your discount will not be subtracted from the price yet. Proceed to checkout, and as soon as you get to "Step 2 of 3" of the checkout process (on the same page that you give your payment information) you'll notice the "Coupon Code" field. Enter the code in the box provided and the amount will be discounted from your order!

Can I redeem a manufacturer's coupon?
We do not accept manufacturer's coupons.

Why isn't my Coupon Code working?
There are a few different reasons why a coupon may not be working. First things is to ensure that you're entering your coupon into the "Coupon Code" at checkout EXACTLY as the code is written. Lastly, please double check the email or card through which you were provided the code to double check the expiry date. If you're still experiencing some difficulties using your coupon code, please send an email to our Customer Care team at orders@elementalhealth.ca and we'll be happy to take a closer look on your behalf.

We reserve the right to disable codes at any time. Disabled codes will not be re-issued.

Are there any restrictions to be aware of when using coupons?
Yes. Elemental Health coupons are not intended to be posted on forums or public sites. Coupons cannot be combined with any other coupon or offer and are strictly limited to one per household. We reserve the right to disable coupons at any time.