Shipping and Return Policy
Free Shipping on Orders over $99*: Expedited Premium Shipping - Add $99 or more worth of items into your cart (before taxes, fees & after discounts/promo codes), smaller orders are charged a flat rate $9.95*. Please note that post-purchase add-ons cannot be used to reach the $99 Free Shipping threshold. Also, for orders over $99, instead of us choosing the carrier, you may choose your carrier for a fee of $5 (Rural/Remote area fees may still need to be assessed).
Rural/Remote areas: Certain locations which are determined by our shipping providers do require additional shipping charges. These areas do not qualify for flat rate shipping or free shipping. If this is the case, we will email you before shipping your order.
Orders: We ship out of London, Ontario, Canada which includes all P.O. Boxes and rural roads via our Expedited Premium Shipping Carriers with a transit time of 1-6 business days across Canada.
Note: Weekends & holidays do not count as a shipping day.
*We reserve the right to combine shipments with orders going to the same recipient.
SHIPPING TIMES TO MOST MAJOR CITIES
These time frames are not guaranteed by SupplementSource.ca and are meant as a GUIDELINE ONLY. Times are subject to change based on remote or rural areas, during higher volume periods and during statutory holidays.
Estimated time does not include the preparation time required to get your order processed and ready to ship.
*These are estimates of regular delivery times but with inclement weather delays, couriers may experience unforeseen delays.
*US Orders: Do not qualify for free shipping and are automatically charged a flat shipping rate of $19.95.
Please note that there are certain locations that will require extra shipping charges. These areas do not qualify for flat rate shipping. If this is the case, we will email you before shipping your order.
Orders Placed: A 15% Cancellation Fee will be applied to any orders placed and then cancelled. Once an order is placed you cannot change and/or add products.
Payment Method: We offer the following payment options - Credit Card, Interact (email money transfer), PayPal, Shop Pay and Google Pay.
*We reserve the right to contact you before processing your order to request a change in the payment method for security reasons.
Customer Pickups: We operate out of a warehouse facility and in order to keep costs low and to conform with our insurance policy we cannot allow customer pickups. Local customers please order online as this is the quickest service we can provide.
Orders valued at $500 or more: High value orders from SupplementSource.ca require a signature upon delivery, with carriers such as (but not limited to) Canada Post, UPS, FedEx, or Purolator ensuring the package is only released to the recipient or an authorized household member.
If no one is available, a notice will be left with instructions for redelivery or pickup, and customers must collect their package within the carrier’s holding period.
Customers are responsible for providing a valid address where someone is available to sign, and carriers may request government-issued photo ID for verification.
The signature requirement cannot be waived, and no “safe drop” or “leave at door” options are permitted.
Customers will be informed of the requirement after checkout from our staff via email or phone call.
Undeliverable/unclaimed Packages: Occasionally packages are returned to us as undeliverable/unclaimed. When the carrier returns an undeliverable/unclaimed package to us, we will contact you to arrange for reshipment. We are charged by the shipper for the return postage and the additional charge incurred to reship. These charges will be charged to your account for actual shipping costs once received back MINUS the postage incurred to send it and the return postage. We will not process refunds to orders that are delivered to an incorrect address - please ensure your address is correct.
Lost/Stolen Packages: Occasionally packages are either lost or stolen we must allow up to 30 days for the carrier to complete their investigations along with the possible support of the authorities. During this time, we must allow them to complete before any order can be reshipped or refunded. If the package is suspected to have been stolen a police report must be filed and the report number and officer badge number provided to us for follow-up. Without a police report we will NOT issue a refund.
Order Address Errors: Parcel/Shipping labels are generated directly from the information you provide on the 'checkout page'. Please ensure all information you enter is correct. If an error is made with your address and the Shipper has to correct the error to ensure delivery, an additional charge of $22.49 will be charged to your account. If the address cannot be corrected by the Shipper and the item is "returned to sender", we are charged by the shipper for the return postage and the additional charge incurred to reship. These charges will be charged to your account. If at that time you choose to cancel your order, we will issue a refund for the item(s) once received back at our warehouse MINUS the postage incurred to send it to you and the return postage to ship it back to us. Please double check your address to ensure it is complete and accurate.
*Although you may have received free shipping there is an actual cost. We pay the courier to ship your order. Any error or undeliverable/unclaimed packages you are responsible to cover that actual cost.
Track your order by clicking Track in your email or click on the Carrier below. Please have your tracking number ready.
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Returns: Please contact our customer service department @ Contact Us. We will not refund orders unless we are first contacted only so we can access the problem and determine how best to handle it. Be sure to include your order # in all correspondence.
Note: ALL SALES are FINAL with any Clearance products sold. No returns will be accepted
Returns must be made within 30 days of purchase & products must be sealed. A refund will be issued less the ACTUAL postage incurred by us by the courier, whether the order was over or under $99 AND the return postage incurred to us by the courier. Your return is also subject to a 15% restocking fee.
For any damages or claims, please retain the shipment and packaging for inspection for a period of 30 days. Failure to retain the shipment and packing for inspection may result in the claim being denied.
Refund Review Process:
Before issuing any refund, our team conducts a thorough review in partnership with the product supplier. This process helps us identify patterns of abuse and protect against fraudulent activity, which is unfortunately common in the supplement industry.
When a refund or return request is made, we contact the supplier to review the customer’s past return and refund history. Together, we look for trends such as:
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Duplicate claims for identical reasons across multiple orders.
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Frequent refund requests that exceed what would be considered normal usage.
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Inconsistent explanations or patterns that suggest potential misuse of the policy.
By cross-referencing customer history with our suppliers, we can ensure that legitimate refund requests are processed quickly and fairly, while fraudulent or repeated claims are flagged for further review. This process may take 3–5 business days to complete before we conclude if a refund or store credit will be provided, depending on what is most appropriate. This not only protects our business but also helps us keep prices as low as possible for all customers.
Partial Returns: should the order fall under $99 (or other displayed postage rate), standard postal rate of $9.95 + tax (Canada Post), $9.95 + tax (UPS) or $9.95 + tax (Purolator) or $9.95 + tax (FedEx) will be deducted from your refund.
Order Discrepancy: Our goal is to ensure you receive your order quickly and with 100% accuracy. If you find an error with your order, please contact us within 48 hours of receiving your package. Please ensure you keep your invoice that contains your full order details and the packaging.
Bulk Purchases: If you would like to order in bulk (2 or more of the same item), please contact us first to ensure the expiry dates are sufficient for your needs. We will not issue refunds or except returns on products that are ordered in bulk and have not first been date checked.
Cancelled Orders: If your order is cancelled (potential fraud detected, etc.) your funds will be refunded immediately. However, it may take up to 7 days for your financial institution to release your funds. This process is automatic, and we have no control of when your funds will be returned to you within the 7 days.
High Value Order Signature Policy: For all orders valued at $500 or more, a signature is required upon delivery. Carriers such as (but not limited to) Canada Post, UPS, FedEx, or Purolator will only release the package to the recipient or an authorized household member. If no one is available at the time of delivery, the carrier will leave a notice with instructions for redelivery or pickup, and customers must collect their package within the carrier’s holding period.
It is the customer’s responsibility to provide a valid address where someone will be available to sign. Carriers may also request government-issued photo identification for verification purposes. Please note that this signature requirement cannot be waived—“safe drop” or “leave at door” options are not permitted. Customers will be reminded of this requirement after checkout by our staff via email or phone call.
Protein Tub Return Policy: At SupplementSource, customer satisfaction is very important to us, but due to the high value and increased fraud risk associated with large protein containers, special return conditions apply. Customers with five (5) orders or fewer who request a return on a 5 lb container of protein are eligible to receive store credit only, which may be applied toward a future purchase. Direct refunds will not be issued for these items.
We recognize that protein powders can differ in taste, texture, and results from person to person. However, because of the high rate of fraudulent returns on large protein containers, refunds cannot be provided for unsealed products. To help avoid disappointment, we recommend selecting products and flavors you already know and enjoy.
Before purchasing, we encourage customers to review the nutritional label provided on each product page to confirm dietary compatibility. Please note that nutritional values may vary slightly between flavors.
Cosmetic Damage Policy: We take great care to ship every order safely and securely, but occasionally products may sustain damage during transit that is beyond our control. If your order arrives damaged, please contact us at customerservice@supplementsource.ca and include clear photos of the damaged product, your invoice, both taped sides of the shipping box, and the shipping label on the box. Our team will review your claim as quickly as possible to determine the appropriate resolution.
Please note that minor cosmetic damage—such as scratches, blemishes, dented protein tubs, or crushed protein bar boxes—may not qualify for a full replacement/refund. In these cases, a store credit may be issued at the discretion of our customer service team after reviewing the submitted photos.
Warmer months shipping policy: If you are ordering any Protein Bars, Bites, Brownies or Cookies please note that during the warmer months they may arrive melted. As we have no control over higher temperatures or temperature variances we will not accept any claims for melted product.
For any product claims submitted through SupplementSource.ca, we will not reship items as postage is not covered by the manufacturer. Alternatively, you can submit your product claim directly to the distributor/manufacturer.
**We reserve the right at any time to reject, correct, cancel or terminate any order for any reason whatsoever. If the price of any product you order was incorrectly displayed on our website, we will provide you with an opportunity to place an order at the correct price.
Please contact customerservice@supplementsource.ca or call 1.866.980.5326