General Conditions of Sale
Free Shipping Policy
NOVA Probiotics offers free standard shipping for all eligible order totals of $75 or greater before applicable taxes.
For all total order amounts less than $75 before applicable taxes, a flat rate shipping fee of $10 per order in Canada applies.
Tracking numbers are provided free of charge with every shipment.
Goods shall be carried at the risk of the recipient.
At NOVA Probiotics, we want you to be completely satisfied with your purchase.
If you received the wrong order or an opened item, please CONTACT our Customer Service team as soon as possible for a resolution within 15 days of shipping date.
Please contact a Customer Service Representative for an Authorized Return Number. This number, as well as the original invoice, must be included with your return.
NOVA Probiotics does not accept packages posted COD by recipient. If your original order included free shipping, the cost of original shipping may be deducted from your refund total if your order no longer qualifies for free shipping after an item return. All returns are subject to a 25% restocking fee. NOVA Probiotics reserves the right to approve returns.
How Do I Make a Return?
Please follow these steps to make a return:
1. Contact our Customer Service team for an Authorized Return Number
2. Ship all items for return along with the original invoice and Authorized Return Number to:
4910 Piedmont St
Montreal, QC. H3V 1E2
* To ensure that packages are safely delivered, a tracking service is highly recommended. Please note NOVA Probiotics cannot be held responsible for returned parcels lost in transit.
3. Our Customer Service team will contact you once the package and all contents have been received. A refund will be issued to the original method of payment within 10 business days. Alternatively, you may choose to receive store credit instead.
Lost, Damaged, or Wrong Shipment
If you’ve received a damaged or wrong shipment, please CONTACT our Customer Service team as soon as possible so we can rectify the mistake.
If you have not received your shipment after 20 business days of ordering, your shipment may be lost. Please check the tracking number provided with your order, or contact our Customer Service team for a resolution.