Shipping policy
Last updated: September 25, 2026
This policy explains how Nature Heart ("Nature Heart," "we," "us," "our") processes and delivers orders placed at trynatureheart.com. By placing an order, you agree to this policy.
1. Where we ship
We currently ship to the United States, Canada, Australia, New Zealand and the United Kingdom.
2. Shipping cost
Standard tracked shipping is free on every order.
3. Processing time
Orders are usually prepared within 1–3 business days (Monday to Friday, excluding U.S. federal holidays). During sales, product launches, peak seasons or supply interruptions this can take longer. Processing time comes before transit time. If your order will be significantly delayed, we will let you know by email, as required by the FTC Mail Order Rule.
4. Estimated delivery times
Once your order has shipped, delivery usually takes:
- United States: 5–10 business days
- Canada, Australia and New Zealand: 7–10 business days
- United Kingdom: 7–12 business days
These are estimates, not guarantees. We ship with major carriers and logistics partners of our choice. Delays caused by weather, customs, holidays or carrier problems are beyond our control and are not grounds for a refund.
5. Cancellations and changes
Fulfillment starts right after your order is confirmed, so an order cannot be cancelled once it has been placed. This includes one-time purchases, subscription orders, recurring shipments, bundles and promotional orders.
If you do not want your next subscription shipment, skip, pause or cancel it in your customer account or email support@trynatureheart.com before your next renewal date. Changes made after the renewal order has been created cannot be applied to that order.
6. Tracking
You will receive a shipping confirmation email with a tracking number. Tracking usually becomes active within 24–48 hours of shipment. Tracking updates come from the carrier, so we cannot control how often or how accurately they appear. If your tracking has not changed for 3 business days, email us with your order number. If you cannot find our email, please check your spam or promotions folder.
7. Your shipping address
Please check at checkout that your full name, street address (including apartment or unit number), city, state or province, postal code and phone number are correct. We are not responsible for delays, failed deliveries or returned packages caused by an incorrect or incomplete address. If you notice a mistake, email us right away. We will try to update the address, but once an order is in fulfillment we cannot guarantee the change.
8. Delivery and risk of loss
Ownership and risk of loss pass to you as soon as the carrier shows a status of "Delivered," "Notice Left" or "Attempted Delivery." A delivery confirmation from the carrier completes our shipping obligation, and from that point we are not responsible for theft, misdelivery or disputes about the delivery location.
9. Missing, lost or stolen packages
Marked as delivered but not found: ask household members and neighbors, check other spots around the address (back door, garage, lobby, mailroom or parcel locker), and wait 48 hours in case the carrier scanned it early. After that, open a missing-package trace with the carrier. We do not replace or refund packages the carrier confirms as delivered, but you may be able to file a claim with the carrier.
Lost by the carrier before delivery: we will look into it and, at our discretion, replace or refund the order.
Stolen after delivery: we are not responsible for packages taken after the carrier marks them as delivered. A secure delivery address, a parcel locker or signature confirmation can help prevent this.
10. Orders outside the United States
Customs duties, import taxes, VAT or GST and brokerage fees are not included in your order total and are paid by the recipient. These charges are set by your country and are outside our control. Customs delays do not qualify for a refund or replacement. If a package is refused or sent back because these charges were not paid, you are responsible for return and reshipping costs and any carrier fees, and the order may be forfeited.
11. Damaged shipments
If your order arrives damaged, email us within 7 days of delivery with your order number, photos of the product and its packaging, and a short description. Without photos or timely notice we may not be able to replace it. Approved replacements ship on our normal processing and delivery timeline.
12. Split shipments
Items from one order may be sent in separate packages and arrive separately. Each package gets its own tracking number, and your order total does not change.
13. Returned or undeliverable packages
If a package comes back to us because of an incorrect or incomplete address, a refused delivery, a package that was not picked up, a customs refusal or another reason outside our control, reshipping costs are paid by the customer and the original shipping charges are not refunded. If reshipping is not paid within 14 days, the order may be forfeited. We are not responsible for packages lost because of address errors or refused delivery.
14. Fees and delays
We do not refund shipping, handling or optional shipping-protection fees, except where the law requires it. If a refund is issued because of a verified error on our side, it covers the product cost only unless the law requires more. Delivery times are estimates, and delays do not qualify for a refund.
15. Chargebacks and fraud
To contest illegitimate chargebacks we may share tracking logs, carrier delivery confirmations, the checkout IP address and our email history with the payment provider. Fraudulent claims, chargeback abuse or false statements about delivery can lead to a ban from future purchases and a report to fraud-prevention services.
16. Governing law and changes
This policy is governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. We may update it at any time. Changes apply as soon as they are posted on trynatureheart.com, and the version in effect when you placed your order applies to that order.
17. Contact
Nature Heart
Email: support@trynatureheart.com
Website: trynatureheart.com
We reply within 24–48 hours. Please include your order number.
2753 Sapphire Drive, Pickering, ON L1X 0G2, Canada
