How can I purchase NFH, CytoMatrix, Ecological Formulas, and Restorative Formulations products?

To buy these products, please follow the following steps:

Step 1: Please Create an account / Login. If you are already a member then go to step two.

Step 2: After creating an account please contact us via e-mail (info@nutrichem.com) or by calling  at: 1-888-384-7855 (Mon-Fri 9:00 AM - 5:00PM EST).

Step 3: Once you contact us and provide the name of your healthcare practitioner, our customer service department will verify your prescription and then will give you the access to these products. If you are already logged in, please refresh the page, or log out and log in back again, then continue shopping by brand and/or search for the desired item - the add to the cart option should now be available.

Why are some of the professional brand products locked to purchase or why do they not allow me to add to to cart?

Some professional brands prefer that their products are only to be consumed by and to be available to those clients who are being followed by their healthcare practitioner. Following the brand policy and based on our terms of use, NutriChem makes these products available to you when you confirm that you are buying certain items as per your healthcare practitioner's advice. Please be sure that we do not contact your practitioner and will not share your information.

You cannot refund or exchange NFH, CytoMatrix, Ecological Formulas, and Restorative Formulation products. 

SHIPPING & RETURNS

Shipping / Returns Policy 

Effective August 1, 2020

We will be happy to provide a full refund or exchange on unopened, undamaged, and unused product with original packaging within 14 days from purchase in store (if shipped within 14 days from the arrival date) with a receipt. Please see below for exceptions to return policy.

Final Sale – No Refunds or Exchanges - on all products that require refrigeration, probiotics, personal beauty & hygiene products (soaps, shampoos, facial moisturizers, lotions etc.), essential oils, homeopathic individual pellet tubes, food products including bars, books and items marked down for clearance. All special orders are final sale no refunds or exchanges. Shipping fees, delivery fees, prescriptions, custom compounded medications and custom vitamins are all non-refundable and final sale. All international sale orders (including to the U.S.) are final sale.

Absolutely no refunds will be given for materials lost, seized or otherwise not returned by customs or other government authorities. Items returned by said authorities may be refunded minus postage, handling and restocking fees provided they are returned without damage. Any required re-shipping of the package will be at the customer's expense.

Purchases made before August 1, 2020 are not eligible for return or exchange – no exceptions.

Refunds for Online Orders

Refunds for online orders must be pre-authorized by emailing info@nutrichem.com with your name, phone number, email, and order number. Please provide a reason for the return, and we will let you know if your return meets our policy requirements and can be returned. If the return is authorized we will provide options for methods of returning the item(s). Nutrichem reserves the right to refuse a return if the customer comes to the store unannounced for a refund, as anything purchased online must be processed through our mail order department (even if the order was made for a curbside/in-store pickup). 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

 

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@nutrichem.com.

  

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@nutrichem.com and send your item to: 2599 Carling Avenue. Ottawa Ontario CA K2B 7H7.

  

Shipping your return
To return your product, you should mail your product to: 2599 Carling Avenue, Ottawa Ontario CA K2B 7H7.

 

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

  

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. 

 

Does NutriChem offer Curbside pickup?

Yes, we do! You can order online, and when you reach the "shipping method" at the checkout, select "pick up in store". Curbside pick up is available at both locations, so be sure to select the store that is more convenient for you.

What methods of payment does NutriChem accept?

We accept Visa, Mastercard, and AMEX over the phone and online we can also accept PayPal payments.

Where does NutriChem ship?

NutriChem ships worldwide! However, when shipping to the Middle East or Internationally, NutriChem CANNOT guarantee the arrival of the package. Our product ingredients are listed on the web site and we encourage you to be familiar with your own country's regulations and import limitations for dietary supplements and/or the specific active ingredient(s) in our products.

Please contact our customer service at 1-888-384-7855 or email info@nutrichem.com should you have any questions before ordering.

Absolutely no refunds will be given for materials lost, seized or otherwise not returned by customs or other government authorities. Items returned by said authorities may be refunded minus postage, handling and restocking fees provided they are returned without damage. Any required re-shipping of the package will be at the customer's expense.

It is the customer's responsibility to ensure they collect the package from their postal delivery office if required. If an order is returned to NutriChem due to not being collected from the destination delivery office, the customer will be responsible for any re-shipping fees.  

The customer is responsible for any duties, taxes, or customs charges applied once the package arrives in the destination country.

 

What shipping methods does NutriChem use?

Canada

NutriChem ships with Canada Post unless requested otherwise. Additional charges may apply for other shipping methods.

USA

NutriChem will always ship with Canada Post.

International

We will ship with Canada Post. The customer is responsible for all customs charges and entry of the package into the destination country.

 

How long will my order take to arrive?

If your order has already been shipped, you can use your tracking number to track the progress of your order. If you are an international customer who has selected a non-trackable shipping service, we are unable to track your package for you.

Shipping times/expected delivery dates are estimates and not guaranteed - however, if your shipment is taking longer than expected, please contact us and we will happily look into it.

**PLEASE NOTE: DUE TO COVID-19 PRECAUTIONARY MEASURES IN POSTAL SORTING FACILITIES, IN COMBINATION WITH A HIGH VOLUME OF SHIPMENTS OVER THE HOLIDAY SEASON, SIGNIFICANT DELAYS OF UP TO 1-3 WEEKS CAN BE EXPECTED. **

British Columbia, Alberta, Saskatchewan, Manitoba:

Canada Post Expedited - Estimated 4-16 Business days

Canada Post Express Post - Estimated 2-14 Business days

UPS Express - Estimated 1-3 Business days

Ontario and Quebec:

Canada Post Expedited - Estimated 4-16 Business days

Canada Post Express Post - Estimated 2-14 Business days

UPS Express - Estimated 1-3 Business days

Nova Scotia, New Brunswick, PEI, Newfoundland & Labrador:

Canada Post Expedited - Estimated 4-16 Business days

Canada Post Express Post - Estimated 2-14 Business days

UPS Express - Estimated 1-3 Business Days

 Northern Regions and Remote Centres:

Canada Post Expedited - Estimated 4-21 Business days

Canada Post Express Post - Estimated 4-16 Business days

UPS Express - Estimated 5-6 business days

U.S.A.:

Canada Post Expedited - Estimated 5-21 business days

Canada Post Express Post - Estimated 7-14 business days

International:

Small Packet International Air - Estimated 3-4 weeks, NOT TRACKABLE.

Tracked Packet International - Estimated 6-21 business days, trackable.

Xpresspost International: Estimated 4-18 business days, trackable.

*Shipping times do not include time for customs clearance.

I cannot find the answers to my questions, how do I reach Customer Service?

Operator assistance is available for online ordering Monday through Friday, 9:00 am to 5:00 pm Eastern Standard Time @ 1-888-384-7855. You can also contact us via e-mail at info@nutrichem.com.