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Go to the shopFrequently asked questions
We are of the opinion that you may have some questions about our website. We have put together some of the most frequently asked questions. if you are unable to find an answer to your specific needs, please feel free to use our "Contact Us" page and we will get back to you soonest. OR sales@naturescuptea.com
How long does it take for home delivery?
We use Canada Post, UPS or Fed Ex for most Canadian shipping. Other International destinations we will use the most reasonable and secure shipping method. You can also inform us of a Pick Up or any other reliable shipping method.
What courier do you use for deliveries?
We use Canada Post, UPS Ground and FedEx to send most of our Canadian orders. Our customers reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
Why am I being charged for delivery on my order when it states standard delivery is free?
All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfill the delivery, there is an additional charge for these. Also, our courier company consider some surcharge postal codes ‘Out of area’. There is an additional charge for these also. We will keep you informed of any additional shipping surcharges.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including your junk as it will come from a noreply email address. To ensure emails reach you, add the domain www.naturescuptea.com to your safe senders list.
From where do you ship your products?
We currently ship our products from our Oakville, Ontario, Canada location.
Can I pick up from a local store?
We offer an online service but if you are in Oakville, Ontario, or Greater Toronto Area (GTA) you can pre arrange a pick up from 1300 Marlborough Court, Oakville. This option is available on the checkout page. Please be aware, to follow all local pandemic guidelines.
Do you deliver on Weekend?
No, our courier company do not offer the service to deliver on weekends currently.
Why can’t I select next day delivery?
We can only offer next day on goods we have in stock at our dispatch depot.
Can I track my item?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.Should you have any queries about your return, please feel free to contact our Customer Service team via email.
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
How do I apply a promotional code?
You can add a valid promotion code in the Basket.
Do you charge GST /HST tax on International orders?
Customer’s ordering from outside Canada are not charged for GST/HST. However you may have some Tax and Import charges at your country. Please check prior to ordering or contact us and we will be glad to assist you.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
