SHIPPING POLICY
1. Currency
We accept Canadian Dollar (CAD) and US Dollar (USD)
2. Delivery Within Canada
|
Courier |
Orders over CA$ 89 | Orders under CA$ 89 |
Delivery Time |
|
Canada Post |
Free | CA$ 25.00 | 5 – 10 Business Days |
| EXPRESS | CA$ 35.00 | CA$ 35.00 |
2 – 5 Business Days |
3. To U.S.A
|
Courier |
Orders over CA$ 150 | Orders under CA$ 150 |
Delivery Time |
|
Canada Post |
Free | CA$ 35.00 | 5 – 10 Business Days |
| EXPRESS | CA$ 60.00 | CA$ 60.00 |
2 – 5 Business Days |
4. To China
|
Courier |
Orders weight 2 pounds (lb) or less | Orders weight over 2 pounds (lb) | Delivery Time |
|
D-Home Express |
CA$ 12.00 | CA$ 12.00 (2lbs)
+ CA$ 5 per pound over |
12 – 24 Business Days |
5. To Hong Kong And Other East Asian Countries
|
Courier |
Orders weight 2 pounds (lb) or less | Orders weight over 2 pounds (lb) | Delivery Time |
|
Canada Post |
CA$ 60.00 | CA$ 60.00 (2lbs)
+ CA$ 10 per pound over |
12 – 24 Business Days |
6. How About The Shipping Fee For Other Countries?
We are proud to present our Real House Global Shipping program. Under this program, visitors from other countries can also enjoy free shipping with purchases over CA$200. This is a great way to share the gift of healthy living with your friends and family. This only applies to normal shipping rates. Real House will not cover urgent or rushed rates for shipping.
7. How Long Does It Take To Ship?
Our business days are from Monday to Friday. Normally, we will ship your order within 24 – 48 hours once the order is confirmed. We will contact you as soon as we can in special circumstances such as bad weather or orders with missing information on the shipping address, Canadian statutory holidays, or postal strikes that could delay the shipment.
8. International Duties And Taxes
The shipping fee to China includes the normal customs clearance fee. If the product(s) is selected by Chinese customs for inspection, please be patient and wait for the inspection to be completed. Please note that customers are responsible for any additional fees levied by the customs, in such case, our customer service team will contact you as soon as possible.
9. Delivery Requirements
Carefully check the courier services of your choice and the delivery address before you place an order. The buyer will bear full responsibility if the delivery is made to the wrong address.
ORDER INQUIRY
Order Status
Congratulations on placing an order with Real House! We know it might have been a difficult decision while you sifted through our stellar selection of products, but you finally made it! After placing an order, you can review your purchase history and updates your order status in your account.
How to Change or Cancel an Order
After placing an order, please contact info@realhousecanada.com, and we will get back to you as soon as possible. Once the order status changes to be “shipped”, you cannot change or cancel the order.
Back Order
Our apologies if you have tried to place an order on a product that is not in stock. Once a temporarily unavailable product has been re-stocked, we will immediately send you the item. If you place a larger order and only one of the items is out of stock, we will ship you the rest of your order, and send you the re-stocked product as soon as it arrives.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Upon receiving defected item, please go through the steps highlighted in Returns and await our final decision.
RETURN & REFUND POLICY
We accept returns of unused and unopened items within 30 days of the purchase date for a full refund excluding the shipping and handling fees. For products that have been opened or used, a store credit will be issued if returned within 30 days of the purchase date. Returns beyond the 30-day period will not be accepted and are considered final sale.
To initiate a return, please contact us at info@realhousecanada.com with a detailed reason for your request . A Customer Service Representative will review your return application and you will be promptly notified by email of their decision. Once the return request is approved by our Customer Service Representative, a return label will be issued to the customer and it is up to their discretion to return the item(s).
Please note that items such as food items, gift cards and gift vouchers are final sale and are not eligible for return.
*For returns outside of Canada, return labels are not provided, and the cost of return shipping is the customer’s responsibility.
Our business hours are Monday – Friday: 9:00 am – 5:00 pm PST.
Standard Return Address: Real Organics & Naturals House Ltd. #156 – 11782 River Road, Richmond, British Columbia. V6X 1Z7.
PAYMENT POLICY
PAYMENT OPTIONS
We accept Paypal, Wechat Pay, and Alipay. Note, you can use Visa, MasterCard, Discover, UnionPay, or American Express cards that have a registered billing address to make PayPal payments.
PAYMENT SECURITY
All transactions submitted through our website are protected by SSL (Secure Socket Layer) encryption which encrypts information you input to protect it from interception by outside parties. While we make every endeavor to ensure every shopping experience with us is a good one, in the event a credit card is used without the holder’s authorization, the cardholder must notify their credit card provider in accordance with their reporting rules and procedures.
ORDER VERIFICATION
Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal.
CURRENCY
You are currently on our Canadian website. Your card will be charged in CAD and any conversions will be handled by your financial institution.
