SHOPPING GUIDE

DELIVERY

1. Currency

We accept Canadian Dollar (CAD), US Dollar (USD), and Renminbi (RMB).

2. Delivery Within Canada

Courier

Orders over CA$ 89 Orders under CA$ 89

Delivery Time

Canada Post

Free CA$ 15.00  5 – 10 Business Days
DHL CA$ 25.00 CA$ 25.00

 2 – 4 Business Days

3. To U.S.A

Courier

Orders over CA$ 150 Orders under CA$ 150

Delivery Time

Canada Post

Free CA$ 23.00 5 – 10 Business Days
DHL CA$ 25.00 CA$ 49.00

2 – 4 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 over CA$ 200 Orders under CA$ 200

Delivery Time

Canada Post

Free CA$ 39.00 5 – 14 Business Days
DHL CA$ 25.00 CA$ 79.00

3 – 5 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 purchase over CA$150. 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 as 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 price to China includes the normal customs clearance fee.  If the product is sent to the Chinese customs for inspection, please be patient. You are not required to provide any extra payment.

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 of your order status in your account.

How to Change or Cancel an Order

After placing an order, please contact our customer services within 24 hours if you wish to change or cancel your order. If you are unable to contact us during those hours, email 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.

Customer Service

If a product is damaged during shipping, please reject the delivery and contact our office as soon as possible. Due to a possible time zone difference, we may not be able to respond to your questions immediately. The quickest way to receive a response outside of office hours is to email us: info@realhousecanada.com. We will contact you shortly thereafter to assist you with your request.

RETURN / EXCHANGE POLICY

We hope that you are thrilled and satisfied with our products. However, if you would like to return your purchase for an exchange or a refund, please contact us at info@realhousecanada.com to obtain a return authorization and receive further instructions.

We will exchange or refund merchandise with the original receipt as long as the package is still unopened. We do not offer exchanges or refunds for any of our food products. If you purchased your product at our retail location, you must return it to the location where it was purchased. If you made your purchase online, you can either send it back or return it to our retail location.

You can return an item up to 21 days after the date we shipped your merchandise from our warehouse. For Real House Club Members, we will allow you up to 30 days to return your purchase. We will notify you by email once we have processed your return, and we will do so as soon as possible. If you would like to check on the status of your return or exchange, please email info@realhousecanada.com and we will be happy to assist you. You can also check your delivery status online if you are a Real House Club Member.

Our business hours are Monday – Friday: 10:00 am – 6:00 pm PST.

Standard Return Address: Real Organics & Naturals House Ltd.  #156 – 11782 River Road, Richmond, British Columbia. V6X 1Z7.

Return Policy

We refund merchandise with the original receipt as long as the product is unopened. We do not offer exchanges on any of our food products. If you made a purchase online, please contact us through info@realhousecanada.com to obtain a return authorization, and send it back to our standard return address listed above.

All returns will be credited back to the original payment type. Any shipping and handling fees that were paid during an online order are non-refundable.

Exchange Policy

We allow exchanges on merchandise with the original receipt as long as the product is unopened. We do not offer exchanges on any of our food products. To exchange your merchandise, please contact us through info@realhousecanada.com to obtain an exchange authorization, and send it back to our standard return address listed above.

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