Shipping Information

1. Where we ship

Natuvo currently accepts orders for delivery to eligible addresses within Canada. We do not currently deliver to destinations outside Canada, including international military or diplomatic addresses.

Delivery availability is determined by the postal code, the products in the cart and the carriers that can serve the address. If we cannot offer delivery for an address or product, the applicable option might not appear at checkout.

Remote, rural and northern addresses

Some rural, northern and remote postal codes require additional transit time or special carrier service. This can apply in any province or territory and is based on the specific address—not simply the province or territory name. Available rates and options will be shown at checkout whenever possible.

PO boxes and restricted addresses

Some products or carriers cannot deliver to a PO box. When possible, please provide a complete street address, including the apartment, unit, buzzer or access information. We might contact you for an alternate address if the selected carrier cannot complete delivery.

Local pickup in Metro Vancouver

Local pickup may be available for eligible orders in the Metro Vancouver area. When available, select Local Pickup during checkout. After the order is placed and prepared, we will send you a pickup confirmation with the pickup address and an available time window.

Please wait until you receive the pickup-ready confirmation before travelling to the location. The pickup address and timing are shared privately after the order is ready and may vary by order. Bring your order confirmation and identification. If someone else will collect the order, contact Customer Care in advance with the authorized person's name.

2. Shipping methods and charges

The shipping methods offered at checkout depend on the destination, product size and weight, inventory location and carrier availability. Some carts may have only one eligible method. The available method, price and any applicable estimated delivery date are displayed before you submit payment.

How we choose a carrier

For Standard and free-shipping orders, we select an economical shipping service that is suitable for the parcel and delivery address. Most orders are sent with UPS or Canada Post. However, another carrier or fulfillment partner may be used when it provides the most practical service for the product or destination. A specific carrier cannot be guaranteed or requested for a free-shipping order.

When tracking is available, the carrier name and tracking number will be included in your shipping confirmation or order details after dispatch.

3. Free Standard Shipping on orders $75+

Qualifying orders with a merchandise subtotal of $75 or more before discounts and taxes may receive free Standard Shipping when code NATUVOPET is entered at checkout. If the order qualifies, the shipping discount will appear in the order summary before payment.

• The offer applies only when Standard Shipping is available and selected.
• The $75 minimum is calculated using the eligible merchandise subtotal before promotional discounts and applicable taxes.
• Cat litter, oversized products, bulk quantities and items requiring special handling are excluded.
• Certain rural, remote and northern delivery areas are excluded or may require an additional shipping charge.
• The cart must satisfy all promotion requirements shown at checkout.
• The offer cannot be exchanged for cash and does not reduce the price of the products themselves.
• If the code does not apply, review the cart total and eligibility or contact Customer Care before placing the order.

Promotional terms may be updated or discontinued. The eligibility and discount displayed at checkout at the time of purchase will apply to the order.

4. Processing time and estimated delivery

Delivery timing has two parts: the time required to prepare the order and the carrier's transit time after dispatch. Product availability, payment review, address verification, fulfillment location, order volume and special handling can all affect when a package leaves the fulfillment location.

Business days

Unless stated otherwise, business days are Monday through Friday and exclude applicable statutory holidays in Canada. Orders placed on weekends, holidays or after a fulfillment location's daily cut-off begin processing on a following business day.

Estimated delivery dates

When available, an estimated delivery date may appear at checkout, in the order confirmation, in the customer account or on the order-status page. The estimate is based on the information available at that time and can change after the order is placed.

All delivery dates and transit times are estimates, not guarantees. Carrier scans and tracking events may also take time to appear after a label is created.

5. Product availability

Availability information is displayed on the product page whenever possible. An item marked “In stock” is expected to be available when the order is placed, but inventory can change quickly and availability is not guaranteed until the order has been confirmed for fulfillment.

If an item becomes unavailable, is backordered or cannot be fulfilled, we may contact you with an update and available options. Depending on the circumstances, an unavailable item may be cancelled and the applicable amount refunded to the original payment method.

A shipment estimate describes when an item is expected to leave a fulfillment location. It is separate from the carrier's transit time to the final destination.

6. Multiple packages and split shipments

Products in the same order may be fulfilled from different inventory locations or by different fulfillment partners. As a result, an order may arrive in two or more packages, on different days and with separate tracking numbers.

You will not be charged an additional shipping fee solely because we divide an order into multiple packages after checkout. Each available tracking number will appear in your shipping updates or order details.

7. Tracking your order

When tracking is available, we send a shipping confirmation to the email address used at checkout. You can follow the link in that message or visit our Track Your Order page and sign in securely with your checkout email.

A carrier may need to scan the parcel before movement appears online. If the tracking number has just been created, please allow time for the first carrier update.

Tracking availability and detail vary by carrier and service. Some services provide only limited events or confirmation of delivery.

8. Address and order changes

Please review the recipient name, street address, unit number, postal code and contact information carefully before submitting the order. Contact Customer Care as soon as possible if something needs to be corrected.

We will try to help, but an address, product, quantity, cancellation or shipping-method change is not guaranteed once processing or fulfillment has started. For security, carriers may also decline address-change requests after accepting a parcel.

9. Delivery delays

Delays can occur even after a parcel has been dispatched. Causes may include severe weather, wildfire or other natural events, transportation interruptions, carrier capacity, labour disruptions, power or communications outages, high seasonal volume, public-health measures, security events, incorrect address information or government action.

We will provide available tracking information and reasonable assistance, but we cannot guarantee a carrier's delivery date or prevent events outside our reasonable control.

10. Delivery attempts and returned packages

Depending on the carrier and address, a package may be delivered to a mailbox, parcel locker, building reception, safe location or pickup point. The carrier may also leave a delivery notice or request a signature.

A parcel may be returned to the sender because of an incomplete or incorrect address, failed delivery attempts, refusal, an expired pickup period or another delivery restriction. If this happens, contact us. Additional shipping charges may apply when reshipment is requested and the return was caused by incorrect address information or failure to collect the parcel.

11. Delayed, missing or delivered-but-not-received packages

Tracking has not updated

Tracking can pause while a package travels between carrier facilities. Review the latest estimated delivery date and allow additional time if the carrier reports a service interruption. Contact us if the estimate has passed and there has been no meaningful update.

Tracking says “Delivered”

Check the delivery location, mailbox, parcel locker, lobby or reception area, entrances and other safe locations. Ask household members, neighbours or building staff whether they accepted the parcel. Some carriers record delivery shortly before the package is physically available, so it may help to wait until the end of the delivery day.

Package appears lost

Contact Customer Care with your order number and delivery address. We may ask the carrier or fulfillment partner to investigate. The available resolution will depend on the investigation, the order circumstances and our applicable refund or replacement policies.

12. Damaged packages or missing items

If a package arrives damaged, an item is damaged or something is missing, contact us as soon as reasonably possible. Please keep the product, shipping carton, labels and packing materials while the issue is reviewed.

To help us assess the issue, include your order number, a description of what happened and clear photographs of the product, packaging, shipping label and any visible damage. We will explain the next steps under the applicable return, refund or replacement policy.

13. Payments and authorizations

Payment processing depends on the payment method and the settings in effect at checkout. Your financial institution may show a pending authorization before the charge is finalized. If an item is cancelled or refunded, the time required for the credit to appear is controlled by the payment provider or financial institution.

Shipping charges, discounts and applicable taxes are displayed in the order summary before payment. Review this information carefully before submitting the order.

14. Order acceptance and unusual circumstances

We may need to contact you to verify order information, resolve an address or payment issue, confirm product availability or discuss a delivery limitation. An order or item may be cancelled when it cannot be fulfilled or delivered, when required information cannot be verified or when an obvious pricing or inventory error has occurred. If payment has already been collected for a cancelled item, the applicable amount will be refunded.