Frequently Asked Questions

FAQ

Click on any question below to jump directly to the answer.

  1. When will you ship my order?
  2. What is the shipping rate?
  3. Do you ship internationally?
  4. What is Naturana Return Policy?
  5. What forms of payment can I use to pay for my order?
  6. Do I need an account to purchase product on your site?
  7. Can I pay with a personal cheque?
  8. How do you package your shipments?
  9. Do you provide tracking numbers for your shipments?
  10. What is Naturana's Privacy Policy?

Q. When will my order be shipped?

A. We ship most orders received on weekdays within 24 hours of their receipt. Orders received on a weekend or holiday will ship on the following business day. Our store software only allows customers to order in-stock productS. If, however. you see something that you really like in another size that isn't available in your size, please don't hesitate to ask if we already have it on order and we'll let you know. This can be done either through the "contact us" page on the web site.


Q. What is the shipping rate?

A. Our shipping rate for customers in any province in Canada is FREE for orders greater than $59.00 (merchandise value). Orders below $59.00 incur a shipping cost of $7.99 plus tax. Expedited shipping options are presented to you at check out.

Customers in the Northwest Territories, Nunavut, Fort McMurray and the Yukon, may incur additional fees due to the surcharges Canada Post has for parcels going to these destinations.


Q. Do you ship internationally?

A. I'm sorry but we don't ship outside Canada at this point in time.


Q. What is Naturana Return Policy?

A. Naturana will accept returns and exchanges within 30 days of shipping. Refunds are applicable to the goods only. Customers must pay for return shipping unless we make an error in the shipment. Exchanges are subject to re-shipping charges. For hygienic reasons, we do not accept returns on panties.

Items must arrive back to Naturana in the same condition in which they were sent, with the original packaging. When you try on a garment, please try it on top of yours. And be particularly aware not to expose garments to allergens such as perfume or cigarette smoke as we can't accept returns when these are present in a returned garment.

Email service@naturana-canada.ca for a return authorization number and when provided, you may send the goods back to Naturana at:

Naturana
379 McCaffrey
Ville Saint-Laurent, PQ, H4T 1Z7

Mark outside of package "Goods Returned to Sender".


Q. What forms of payment can I use to pay for my order?

A. We accept direct credit card payments with Visa, Mastercard and American Express through Paypal, the largest and most secure online payment solution.


Q. Do I need an account to purchase product on your site?

A. No you don't. When you checkout the first time, we automatically create an account for you. The account details are emailed to you along with a copy of your order.


Q. Does Naturana accept personal cheques?

A. We only accept certified checks and money orders as payment. Please contact us via email or phone to discuss this payment option further


Q. How do you package your shipments?

A. We ship in either poly mailers or boxes depending on the size of the order. We don't use any branding which would portray what is inside the box.


Q. Do you provide tracking numbers?

A. We provide tracking numbers when the shipping service provided by Canada Post offers tracking service. All packages shipped in Canada have tracking numbers. Small packet surface and air packages going to the United States and to international destinations do not have tracking numbers. If you upgrade shipping to expedited shipping such as Xpresspost, this service will also offer tracking numbers.


Q. How do I sign up to buy at wholesale?

A. We are very pleased to offer our products to our wholesale partners. We offer discounts for certain minimum order quantities to qualified accounts. Please contact us through the Contact tab and we'll get in touch with you to work through your requirements.


Q. What is Naturana's Privacy Policy?

A. We care about the security of our customers' information. It is not for sale or trade, or used for any purpose other than to provide you excellent customer service. All information provided will never be shared with anyone who is not an employee of Naturana.

Naturana occasionally sends promotional emails to its customer base. Please advise service@basicsbymail.com if you wish to opt out of our emails.

For your discretion our packages are marked only with our return address headed by Naturana.