Shipping & Returns
Free Shipping on orders over $59 in Canada.
For orders under $59, there is a flat rate of $8.99 in Canada.
Shipping to Canada and the USA
- Orders are shipped by Canada Post
- Orders are fulfilled 1-2 business days after your purchase
- Tracking # will be sent to you via email
- Orders will usually arrive within 2-5 business days in Canada and 4-7 business days to the USA
Note: As Canadians continue to ramp up their online shopping, Canada Post is responding to unprecedented parcel volumes while maintaining important physical distancing measures in all facilities.
Most of the parcels we send by Canada Post arrive on time. However, there have been sporadic parcels that have arrived later than anticipated which is a similar experience most online retailers are dealing with at present.
We are in communication with Canada Post ongoing to ensure we provide the best service possible for our customers. If your delivery is late, please refer to the tracking number that was issued when you placed your order.
DELIVERY TIME: Pending unforeseen circumstances, orders should be shipped within two business days (Monday through Friday, excluding holidays). The actual date of delivery may vary due to delivery location, method of delivery and items ordered. Products may also be delivered in separate shipments.
DAMAGED PACKAGE: If there are any products damaged upon delivery, please contact us immediately at firstname.lastname@example.org. (See return policy below for more details.)
SPECIAL INSTRUCTIONS: Special delivery instructions can be provided on the check-out page.
USA ORDERS: Standard shipping rates apply based on destination.
INTERNATIONAL ORDERS: Though our site is only set up for shipping within Canada and the US, our team might be able to prepare a special shipment for you with international shipping charges. Contact us at email@example.com and we will see what’s possible.
EXCEPTIONS TO FREE SHIPPING: Shipping is free if products ordered (excluding tax and shipping) are greater than $59 CDN and shipped to a Canadian address, with a few minor exceptions. Optimum Naturals Inc, O/A Kolya Naturals may apply shipping charges to:
- Individual items that are deemed to have an excessively high weight/price ratio… Such products will always be clearly identified on their product page so there aren’t surprises.
- Shipping costs may also be determined based on the method of shipping (i.e. if you opt for faster service) and location of delivery (i.e. remote locations may incur additional shipping charges, as per Canada Post).
- Oversized packages are considered larger than 21 inches x 21 inches x 21 inches or heavier than 25 pounds. Such packages may require us to issue you a special quotation for shipping charges. We will let you know.
OUT-OF-STOCK: All orders are subject to product availability. “Out of Stocks” may be a result of high demand, or are back ordered from our suppliers. We do not ship backorders, but you can sign up to receive an email when your item is back in stock (this will be indicated on the product page). You will only be billed for the items that are shipped.
SIGNATURE REQUIRED for PRODUCT PROTECTION: Because your order is precious and sensitive to the elements, it is best to keep your product safe during our colder winter months and hot summer days. To do this we recommend that you choose "signature upon delivery" at check out. If no one is home to sign, the postal service then takes your products to your local post office to keep them protected. Doing so prevents freezing or overheating from your product being left outdoors. Though leaving items at the door is standard practice for postal delivery, Canada Post charges $1.50 for the signature required, which is then added to your final cost.
However, if this is NOT your wish, indicate "No Signature" at checkout, and your item will be delivered to your door WITHOUT SIGNATURE at check-out under “Special Instructions”. But please note: we will not be responsible for heated, broken, or frozen products if you choose this method of delivery.
PAYMENT: If you have any questions about payment, delivery or shipment of your order, please contact us at firstname.lastname@example.org.
Online Return Policy
In the event, you are unsatisfied with your purchase, please complete this form within 30 days. Returns cannot be made in-store and must be conducted online only. Items must be shipped, at your own expense, within 7 days of authorization and must include original purchase receipt.
Non-refundable Items: Jewelry, books, nail polish, hydrosols, dry brushes, makeup brushes, food items, samples, clearance items, promotional items, eGift Cards, and any purchases after 30 days.
Items Damaged Enroute: Proof of damage is required within 24 hours of receiving your package. Please include photos of damage with a description for us to forward to Canada Post. Packages damaged in this manner may be returned for a replacement. For your protection, we recommend package tracking and retaining the receipt.
Used Products: Products used up to 25% may be returned within 30 days for store credit. We are unable to offer refunds if more than ¼ of the product is used.
Gifts-with-Purchase & Free Samples: In the event of the return of an item which included a promotional giveaway, such as a gift with purchase or free samples, the unopened promotional material(s) must accompany the purchased product. Failure to include the undamaged product(s) with your return will result in a charge equal to the value of the promotional item.
- This policy applies to online purchases only. All online returns must be conducted by mail.
- Proper packaging of the item to be returned is your responsibility. Item must be returned intact, or we will be unable to issue a refund.
- Refunds are applied to the original method of payment upon verification of the return.
- Any Kolya Rewards accumulated from the purchase will be deducted from the account once the return has been processed.
- Return freight and original shipping fees are non-refundable.
- Credit cards will be billed for incurred shipping if products are refused or unclaimed.
To initiate a return, fill out this form.
eGIFT CARDS: Kolya offers gift certificates ranging from $25.00-$500.00. Simply select an amount here and the certificate will be issued once payment is confirmed in our offices. You will receive your certificate link via email, which may then be forwarded to your chosen recipient. To include a special message, simply attach it in your forwarded email. Note: If full certificate amount is not redeemed, the emailed certificate link automatically updates with its remaining value. It does not expire and may be used anytime at the convenience of the recipient.
In-store Return Policy
In the event you are unsatisfied with your purchase, please see the following policies for returns, exchanges, and store credits on products purchased in-store. All in-store returns must be accompanied by a receipt and certain returns may need to be approved by a manager.
Kolya Tip: If you are unsure if a product will work for you, we are happy to offer a sample alongside the full-size product (when possible). That way, you can try the product before opening. If the product doesn’t work for you, you may receive a full refund of the unopened product.
Returns for Refund
Sealed/unused products, with packaging intact, may be returned with receipt within 30 days of purchase for a full refund or exchange. (Exclusions apply)
Defective products may be returned/exchanged within 30 days.
Returns for Exchange/Store Credit
Used/ opened products (e.g. reactions) may be returned within 14 days with no more than 25% of the product used for exchange or store credit in the form of a gift card. (Exclusions apply)
Non-Refundable Items (Exclusions):
We do not accept returns, exchanges or offer store credits on the following:
- Sealed/Unused or defective products over 30 days
- Products requiring refrigeration/freezing (e.g., Omega-3 Oils, some probiotics, Hydrosols, Carrier Oils, etc.),
- Food & Tea
- Clearance Items
- Dry Brushes
- Halfmoon Yoga Products
- Nail Polish
- Diffusers & Mystifiers
- Gift Cards
We monitor return activity for abuse and reserve the right to limit returns or exchanges based on manufacturer return policies or by the discretion of Kolya Naturals or Optimum Health Vitamins managers.
For any further questions or concerns, please contact our sales team:
Skincare & Spa: 780-433-1090 ex. 3
Apothecary & DIY ingredients: 780-433-1090 ex. 4.