Shipping policy
All orders are shipped from Montreal, Quebec, Canada via Canada Post.
At checkout, you may choose from Expedited Parcel, Xpresspost, or Priority shipping options. If your order qualifies for Free Shipping, it will be shipped using Expedited Parcel service.
If you would like to use a carrier other than Canada Post, please contact us before placing your order. We will do our best to accommodate your request whenever possible. Please note that alternative carriers may result in higher shipping costs and are not eligible for Free Shipping.
Order Processing
Orders are typically processed within 16 business hours after they are placed and are shipped during Canada Post’s regular working hours, Monday to Friday from 9:30 AM to 4:30 PM, excluding holidays.
If an issue arises with your order, such as inventory shortages, payment verification requirements, order risk alerts, or any other circumstance that prevents immediate shipment, we will contact you by email as soon as possible and provide available solutions.
Your order will be placed on hold until we receive your confirmation regarding the proposed solution. If we do not receive a response within 24 hours, we reserve the right to either cancel the order and issue a full refund, or partially fulfill the order and issue a refund for any unavailable items.
During peak seasons, promotions, holidays, or periods of high order volume, processing times may be slightly longer.
Shipping Times
Depending on the destination, delivery within Canada generally takes between 1 and 4 business days after shipment.
Estimated delivery times displayed on the cart page or during checkout are provided by Canada Post for reference only and are not guaranteed.
Deliveries to remote, rural, or northern areas may require additional transit time.
Once your package leaves our facility and is in the possession of Canada Post, delivery times are outside of our control.
Order Tracking
Once your order has been shipped, you will receive a Shipping Confirmation email containing tracking information.
You may use the tracking link in the email to track your package. You may also track your order at any time through your account page at www.herabeauty.ca.
Free Shipping
Free Shipping is available on orders with a subtotal of CAD $69.99 or more after discounts and before taxes.
If this threshold changes in the future, we will clearly communicate the update on our website.
Free Shipping does not apply to packages that exceed either of the following limits:
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Linear dimensions greater than 2 metres; or
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Weight greater than 20 kilograms.
Address Accuracy & Returned Packages
Customers are responsible for providing accurate and complete shipping information when placing an order.
If a package is returned to us due to an incorrect address, incomplete address, or because it was not picked up from the post office within 14 days, we are unfortunately unable to accept responsibility for the resulting costs.
In such cases, whether you choose to have the package reshipped or the order canceled, additional fees will apply and must either be paid by you or deducted from your refund.
If a package is returned for any other reason, we will work closely with both you and Canada Post to determine the best available solution once the package has been returned to us.
Lost, Missing, or Damaged Packages
Package Marked as Delivered but Not Received
If your tracking information shows that the package has been delivered but you cannot locate it, we recommend following the steps provided by Canada Post:
If you are still unable to locate the package after following Canada Post’s recommendations, please contact us. We will request that Canada Post open an investigation and will keep you informed of any updates throughout the process.
If Canada Post is ultimately unable to recover the package, a refund will be issued to you.
Package Arrives Damaged
If the package appears damaged upon delivery, please do not open it immediately.
First, take clear photos of the exterior packaging as evidence. Then carefully open the package and inspect the contents. If any products are damaged, please also take photos of the damaged items and contact us as soon as possible. We will do our best to help resolve the issue.
If the exterior packaging appears undamaged but you discover damaged products after opening the package, please take clear photos of the damaged products and contact us. We are here to help make things right.
PO Box Addresses
We are able to ship to PO Box addresses through Canada Post; however, we generally do not recommend using a PO Box.
Packages sent to PO Boxes can be more difficult to investigate or resolve in cases involving loss, damage, delivery disputes, or other shipping-related issues. As a result, resolution times may be longer than for packages shipped to standard residential or commercial addresses.
Signature Requirement
For high-value orders, we reserve the right to require a signature upon delivery for security purposes.
If a signature is required, the package may not be left unattended at the delivery address. If no one is available to receive the package, Canada Post may leave a notice card with pickup instructions.
Service Disruptions & Alternative Carriers
In the event of a Canada Post labour disruption, strike, service interruption, or other unforeseen circumstance, we reserve the right to use alternative shipping carriers at our discretion.
Please note that alternative carriers may have different delivery standards, service areas, and delivery procedures.
Force Majeure
While we make every effort to ensure timely delivery, we cannot be held responsible for delays caused by circumstances beyond our reasonable control, including but not limited to natural disasters, extreme weather conditions, transportation disruptions, government actions, labour disputes, carrier service interruptions, or other force majeure events.
If a delay occurs, we will gladly assist you in communicating with the carrier and tracking the status of your shipment.
