Shipping Policy

1. Processing & rates

Orders are processed and shipped within 1 to 2 business days after your Interac e-Transfer has been received and matched. Business days are Monday to Friday, excluding statutory holidays.

Send your e-Transfer promptly, with your order number in the message, so nothing stalls. Unpaid orders are cancelled automatically after 48 hours.

We ship within Canada only, to all provinces and territories. Shipping is a $25 flat rate, and free on orders of $200 or more. The $200 is measured on your subtotal after discounts, before shipping. Your shipping cost is always shown before you check out.

2. Carriers & tracking

We ship with Canada Post, Purolator, UPS and FedEx, choosing the best tracked option for your location. Every order ships with tracking, emailed to you on dispatch and available in My Account. Tracking can take up to 24 hours to update.

Packaging is plain and unbranded, with no product names on the outside.

3. Delivery times

Most orders arrive within 2 to 7 business days of shipping. Urban centres are usually faster, while rural and northern areas take longer. Carrier estimates aren't guaranteed, and holidays, weather or carrier disruptions can cause delays beyond our control. If that happens, we'll keep you posted.

Please double-check your address at checkout. We're not responsible for orders sent to an incorrect address you provided. If you spot a mistake, message us right away and if it hasn't shipped yet, we'll fix it.

4. Insurance

Optional shipping insurance is available at checkout for a small fee. Insured orders are protected against loss, theft and damage in transit, and are reshipped at no cost once a claim is confirmed.

Uninsured orders ship at the customer's risk once handed to the carrier. We'll still help you file a claim with the carrier, but we can't reship uninsured parcels that are lost or stolen.

5. When things go wrong

Marked delivered but missing? Check with neighbours, your mailroom and any safe-drop spots, then contact us within 7 days.

Tracking hasn't moved in 7 business days? Contact us and we'll open an investigation with the carrier.

Arrived damaged? Send photos and your order number within 48 hours of delivery. Damaged items are replaced free.

You can reach us on WhatsApp or at elementpharma@protonmail.com.

Parcels that are refused, left unclaimed, or returned because of an incorrect address aren't refundable. If one comes back to us, we'll reship it once the new shipping cost is paid. Full replacement details are in our Refund and Returns Policy.