Ordering

Q: What are Online Only products?

A: As our store has limited space, we might not have all products in-store. If the product has been labeled as “Online Only”, that means you could only place the order online and it is not available in our retail store. We will transfer it to the store to be available for pickup or shipping.

Q: Do you take orders over the phone?

A: Unfortunately, we could not take phone call orders at this time.

Can I make changes to an order that has already been placed?

A: Please check all order details thoroughly before confirming. If you've made an error in your order, please contact us immediately for the best assistance. We are unable to make any changes to orders that have been shipped.

How do I cancel my order?

A: If your order has not been shipped out, we will do our best to cancel your order and process a full refund for you. Please contact us with your order number ASAP.

Can I split my order?

A: Unfortunately, due to the limitations of our ordering systems, we will not be able to split your orders. 

How do I use the Coupon/Promo Code?

A: Once you have claimed your promo code on the home page. You can redeem your Coupon/ Promo Code at the checkout page. Please note the codes are case-sensitive. We suggest you copy and paste your Promo Code to ensure that is accurately entered. You might not be able to use a Promo Code on some products that are already heavily discounted. If you believe there is a mistake or if your Coupon/Promo Code is not working, please contact us. We will do our best to assist. Please let us know which Coupon/Promo Code you are trying to use.

Can I use multiple Coupon/Promo Codes in one order?

A: Each order could only apply one Coupon and one Promo Code.

Payments

What methods of payment do you accept?

A: Visa, Mastercard, American Express, JCB payments, Alipay and WeChat Pay. At this time, we could only accept Canadian and American credit card numbers.

Am I getting confirmation after ordering?

A: Yes, you will receive an order confirmation email after successfully placed your order. Please ensure you have entered an accurate email address. If you do not receive a confirmation email after several hours, please check the spam or junk mail folder first before contacting us.

What if I entered the wrong email address?

A: Don’t worry, please contact us with your order number and we will do our best to assist you.

Shipping

Where do you ship?

A: We ship to Canada, the United States, China, Districts of Hong Kong and Taiwan. 

Please note we do not ship to Quebec, three territories (Northwest Territories, Nunavut, and Yukon), American Samoa, Guam, Marshall Islands, Federated States of Micronesia, Northern Mariana Islands, Palau, Puerto Rico, and the Virgin Islands (U.S.).

What types of shipping services do you use?

A: Most orders are shipped by Canada Post or UPS. Orders ship to Mainland China is shipped by a third-party company.

How does the shipping cost is calculated?

A: For detailed information, please refer to our Shipping section.

What is your Fast Shipping Guarantee?

A: lifepluscanada.com is the first online store that offers a Fast Shipping Guarantee. We work hard so you can receive your products sooner! If we don't ship out your order within 3 business days, you will get 5% back for each additional business day past due. 

The maximum amount you would get is capped at 20%. It will be calculated based on the actual product amount (exclude taxes, shipping, promotions, coupons, and points redemption). 

The refund will be automatically issued back to the original payment method, and a receipt will be sent to you by email.

The guarantee does not apply to pre-orders, professional line products, or products that have specific instructions including but not limited to Pure Encapsulations, Genestra, Douglas Laboratories, Metagenics, Bioclinic Naturals, etc.

Once your package has been shipped, the circumstance will be beyond our control. The guarantee does not include the processing time that took by the courier companies.

The guarantee does not apply to orders placed during the holiday season which is the busiest time of the year. However, we will try our best to get them shipped as soon as possible. 

We reserve the right to cancel the order within 3 business days after it has been placed.

Tracking

How do I track my order?

A: As soon as your order has shipped, we'll notify you by email providing you with the tracking information for your package. The shipping information is typically updated within 24 hours. You could also find the order status by logging into your Lifeplus account.

What if my tracking is not updating?

A: If the tracking information does not provide the latest update, here are some of the most likely reasons:

Your parcel is on the way to the destination, however, the post office has not yet scanned the parcel properly, so the latest status is not showing on the tracking website. Please allow a few days for your local post office to update the latest information. You may want to contact your local post office with your tracking number for more details.

Your parcel has arrived at the customs of your country and is currently under the clearance process during which the postal system is unable to provide any further updates until the customs are done with their work & inspections.

Pick-Up in Store

Are there any additional costs for pickup in Store? 

A: No, it’s totally free. When you choose Pickup in Store at checkout, there are no additional fees, and no shipping charges.

When will my order be ready?

A: Once your order is available for pickup, you’ll receive an email indicating “Your Order is Ready for Pickup” with pickup details.

What do I need when picking up my order?

A: Upon arrival, be sure to have the “Your Order is Ready for Pickup” email ready. Our staff will scan the QR Code and ask for the password from the email.

Can I ask someone else to pick up my order?

A: Yes. Please ensure you send them the “Your Order is Ready for Pickup” email and follow the instruction from above.

What happens if I don’t pick up my order?

A: If your order isn’t picked up after 30 days, an additional storage fee may apply.

Return

Q: How do I make a return request?

A: If you are not 100% satisfied with your purchase, you could request a return within 7 days after products are received. Please email us to initiate your return. Where a return is possible, a prepaid shipping label will be provided to you, to facilitate the return of the item(s) to lifepluscanada.com. 

For all returns:

Items must not be opened, damaged, or used.

Items must be shipped with the original packaging.

Opened or used products, orders shipped outside of Canada, or any items marked as non-refundable/final sale are not within our return guidelines. 

We cannot accept any returns from products in the following categories:

PPE Face Masks and Sanitizing Products

Over-The-Counter Medications

Food and Snacks

Baby Food

Infant Formula

Temperature Sensitive Products (Probiotic, Enzymes, Honey, Fish Oil, etc)

On-sale and Clearance Items

25% restocking fee is subjected to quantity over 10 bottles

*Please note this list is not exhaustive and we reserve the right to add additional items to this list at any time.

If you have received any refund from our Fast Shipping Guarantee, it will be automatically deducted from the total refund amount. The final refund would not exceed the actual amount that was paid. Refunds will be processed to your original payment method with no exceptions.

A return postage fee of $8.99 (plus applicable taxes) will be deducted from your refund if shipped from the Greater Vancouver Area, and $15.99 (plus applicable taxes) for the rest of Canada's address. Please pack and ship your return items following the instructions outlined in the Return Confirmation email. 

Once we receive your package, we’ll process your return within 7 to 10 business days. As soon as your return is complete, we'll e-mail you and let you know. We reserve the right to deduct the shipping costs from returned items that had originally qualified for free shipping.

*Please note that 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.

Damaged Package

If your orders arrive damaged, please take some pictures to document the condition and send us an email within 48 hours with your order number. Our team members will try their best to assist you.

Points Reward

How do I find out how many points I have?

A: You could find your points balance on your receipt when you shop in-store or view it online by signing into your account. 

Do my points expire?

A: No, reward points will never expire. However, the points are only applicable to shop on lifepluscanada.com. They do not have cash value, non-transferable, and not redeemable for cash.

Will I earn points on free shipping orders?

A: No, free shipping orders do not qualify for points. 

Will I still get points on my purchase if I paid for it using my points?

A: No, you cannot earn points on the redemption portion of an order. However, you can earn points on the remaining pre-tax balance of eligible products after you have redeemed your points.

What happens to my points when I make a return?

A: When you return a product, we'll deduct the points you earned from your account. If you redeem points towards the purchase, we refund the points back to you.

Can I combine points from different accounts?

A: No. Due to privacy reasons, we could not merge different accounts.