Frequently Asked Questions

Shipping and Delivery

If you want to know the shipping cost and estimated delivery time, please use the shopping cart calculator. Add the items you need to your shopping cart, and enter your shipping address on the checkout page. The system will calculate the shipping cost based on the destination and the weight of the products and provide an estimated delivery time. Please note that the estimated delivery date may vary due to holidays and weather conditions. All shipping methods come with package tracking.

If you choose Canada Post, FedEx, or DHL, after adding the products to your shopping cart and entering your shipping address, the system will provide the estimated arrival date on the checkout page.

For shipping to Taiwan and China, if you choose a logistics company that cooperates with Nature’s Essence, it will take approximately 2-3 weeks of working days to ship to China and about 7-14 working days to ship to Taiwan.

Depending on the region, we offer various shipping methods, including Canada Post, FedEx, DHL, or private logistics services. For packages destined for Taiwan and China, you can choose a logistics company that cooperates with Nature’s Essence. To maintain product quality, all international shipments are sent by air.

If you are shipping to a country outside Canada, we recommend that you first confirm the recipient's country's customs and regulations regarding the quantity of health products that can be sent. We cannot be held responsible for customs duties or losses related to products that exceed the allowable quantity.

Shipping costs are determined based on the weight, volume, and shipping distance of the products you order, calculated using the formula of the logistics company.

If you want to know the shipping cost, please use the shopping cart calculator. Add the items you need to your shopping cart and enter your shipping address on the checkout page. The system will calculate the shipping cost based on the destination and the weight of the products.

If you choose Canada Post, FedEx, or DHL, after selecting the products and entering your shipping address, the system will provide the shipping cost on the checkout page.

For shipping to Taiwan and China, if you choose a logistics company that cooperates with Nature’s Essence, the shipping cost to China is approximately $12.74 CAD for weights up to 0.55kg, and about $19.11 CAD for weights from 0.56kg to 1kg. The shipping cost to Taiwan is approximately $19.50 CAD for weights up to 0.64kg, and about $39.00 CAD for weights from 0.65kg to 1.64kg. Please use the shopping cart calculator for additional rate information.

Payment and Currency

The exchange rate displayed on the website is based on the current reference market rates for the day. The actual exchange rate will be determined by the issuing bank of your credit card. You can refer to the exchange rates provided by Yahoo Finance at http://finance.yahoo.com/currency-converter for more information.

We accept payment methods such as VISA, Mastercard, Paypal, GooglePay, AliPay, AlipayHK (Hong Kong), UnionPay, and WechatPay, among others. Our website uses 128-bit SSL encryption technology to protect your customers' information during checkout and covers all six PCI (The Payment Card Industry Data Security Standard) standard categories
measures to encrypt your personal and credit card information, ensuring security.

Purchases and Orders

We strive to offer our customers the best possible prices, and in most cases, the prices of products on our website are the same as those in our physical stores. However, there are instances where in-store prices may be adjusted due to regional demographics, cultural differences, and the competitive environment in the area. Additionally, there are times when special online discounts are offered on the website, and these discounts are exclusively available to online shoppers and are not synchronized with in-store pricing.

In Canada, the Health Canada department enacted the Natural Health Product Regulations in January 2004, which govern all aspects of the health food industry, including manufacturing, packaging, labeling, storage, wholesale, import, and sale of health products. The purpose of these regulations is to ensure that Canadian citizens have access to safe and reliable health products. Our company adheres to these regulations, providing the highest quality health food products to Canadians.

You can learn more by visiting Health Canada's website: http://www.hc-sc.gc.ca/

The brands we sell are well-known in Canada, and many of these companies have a long history in the country. We prioritize selecting the most suitable products from the highest quality brands, ensuring that you can shop with confidence at Nature’s Essence for your family's health and wellness needs.

According to Taiwanese regulations, we require you to complete real-name verification before shipping. For detailed instructions, please click on this link. Once you receive the email confirming your real-name verification, you can proceed with your order. Please make sure to use the phone number and name associated with your real-name verification when placing your order. We will use the phone number and name provided in your order to confirm your real-name verification information, and once it's verified, we will process your order immediately.

According to Chinese regulations, we need you to provide your ID card number when placing your order, and please send photos of the front and back of your ID card to info@nehealth.ca. Once confirmed, we will process your order immediately.

The order confirmation means that your payment was successful, and your order has been entered into the system. We will process your order promptly and notify you again when it is shipped. If you receive a shipment notification, it means your package is already in transit! Please note that during holiday periods, such as Christmas, New Year, or traditional festivals like Chinese New Year, there may be some delays in order processing.

Please visit our Refund Policy page for more information regarding our return policy.

Discount and Gift Card

On the checkout payment page, you will see a field labeled "Discount code or gift card." Enter your discount code or gift card number, and then click "Apply." You will see that the discount has been applied to your order.

You simply need to add the total quantity of the products you wish to order to your shopping cart. When you meet the promotion's conditions, the checkout page will display the discounted price. For example, if you're buying a product with a buy three get one free offer, you would add "4" of the product to your cart, and the checkout page will show the price with one item discounted.

Website Operation

When using a computer and you want to switch to the Traditional or Simplified Chinese interface:

  1. On the website page, there is a language selection dropdown menu in the top right corner.
  2. Click on the dropdown menu, then choose Chinese (or any other language you desire).
  3. The website will automatically refresh and display the Chinese interface.

When using a mobile phone and you want to switch to the Traditional or Simplified Chinese interface:

  1. At the bottom of the website page, there is a language selection dropdown menu.
  2. Click on the dropdown menu, then choose Chinese (or any other language you prefer).
  3. The website will automatically refresh and display the Chinese interface.

When using a computer and you want to change the currency:

  1. On the website page, there is a currency selection dropdown menu in the top right corner.
  2. Click on the dropdown menu, then choose the currency you want to use.
  3. The website will automatically refresh and display the currency you have selected.

When using a mobile phone and you want to change the currency:

  1. At the bottom of the website page, there is a currency selection dropdown menu.
  2. Click on the dropdown menu, then choose the currency you prefer.
  3. The website will automatically refresh and display the currency you have selected.