Purchases & Ordering FAQs
How much does shipping cost?
Shipping costs will vary depending on the amount and weight of your purchase and is calculated automatically at check-out. However, we do offer free shipping on all orders over $100!
Do you ship outside of Canada?
We are happy to ship to any destination within Canada; however we are unable to ship to the United States or internationally.
Which payment methods do you accept?
We accept all major credit cards including: Visa, MasterCard, American Express, Discover and Pay Pal.
When will you charge my credit card?
We will charge your credit card once your order has been shipped.
How will I know when my order has shipped?
You will receive an email from us once your order has been shipped. If you do not receive an email indicating your order has been shipped within 48 hours of your order please ensure:
a) you have entered the correct email address, and
b) the email has not been filtered to your junk mail.
If you still have not received an email please contact us via email at firstname.lastname@example.org to confirm your order.
Please note: We do everything possible to ship orders within 48 hours. During sale periods, orders may take up to 5 business days to ship. If your order is urgent and you have not received a notification email within 48 hours, please call us at 1.855.495.4958.
How do I track my order?
You will receive a tracking number in your confirmation email that you can use to track your package directly with your selected shipping provider.
What if my order is missing an item?
Please contact us immediately either via email at email@example.com or call us toll-free at 1-855-495-4958 and we will work to get your order sorted as soon as possible!
What if my order arrives damaged?
If your order has arrived damaged in anyway please contact us immediately via email firstname.lastname@example.org or toll-free 1-855-495-4958. Refer to Section 19 of our Terms & Conditions for full details on our Refund Policy.
What does "out of stock" mean?
This means we do not currently have inventory for the item in question. Please contact us either via email at email@example.com or toll-free at 1-855-495-4958 and we can let you know when the item will be back in stock.
What is your in-store return policy?
We are committed to making sure you are 100% happy with your purchase each and every time! If you are not fully satisfied with your purchase we are happy to provide a full refund within 28 days of purchase with a valid sales receipt, provided the product is unopened and in its original condition.
Do you accept online returns in-store?
We are happy to provide returns from online sales in our shop provided the product is unopened and in its original condition with a valid sales receipt, within 28 days of purchase.
How do I contact Neal's Yard Remedies Canada?
Please feel free to reach out to us either via email at firstname.lastname@example.org or call us toll-free at 1-855-495-4958.
Where are your stores located?
Our first Canadian location has recently opened its doors at #130, 2207 4th Street SW Calgary, Alberta in the beautiful community of Mission. We have plans to grow across Canada, so stay tuned!
Where do I direct my press inquiries?
Any press related inquiries can be directed to email@example.com.
Product Related FAQs
Are your products vegan?
At Neal's Yard Remedies, we do not use any ingredients that are obtained from the slaughter of animals. However, in some of our products we do use honey, beeswax, lanolin and propolis. These ingredients are clearly stated on the product's label and are all obtained from ethical sources. We also use glycerine and lecithin; however, these are from plant sources. Please click here to see the full list of our vegan products!
Are all of your products 100% organic?
Our products contain a high proportion of organic ingredients and our aim is to use as many organic ingredients as possible while still ensuring our products are effective and pleasant to use. There can be several reasons why some ingredients may not be certified organic including the use of wild crafted ingredients which cannot be certified. Please see our About Us page for more information.
Are any of your products safe during pregnancy?
Although there are no specific contraindications to any of our cosmetic products during pregnancy, some of our products contain essential oils, and with reference to Tisserand & Balac's "Essential Oil Safety" there is no evidence of them as likely to be a problem, however we do appreciate that aromatherapists have varying views on the use of essential oils in pregnancy.
For example, some aromatherapists would recommend not using oils such as basil and sage. They are present in very small amounts in the following products and it is extremely unlikely that any harm would be caused and this is a very precautionary measure. With this in mind however, you may chose to avoid the following products:
Yarrow & Comfrey Moisturizer
Ready to Roll - Study & Travel
NYR Men's Range
Ginger & Juniper Warming Oil
Invigorating Toning Oil
We would not recommend the use of herbs medicinally during pregnancy or breastfeeding - you would need to visit a registered Medical Herbalist to ascertain which herbs would be suitable for you. Therefore, all herbal remedies for internal use should be taken only with the advice of a Medical Herbalist. Your midwife will be able to advise you on herbs that would be suitable in the last few weeks of your pregnancy to tone your uterus in preparation for childbirth.
Do any of your products contain genetically modified ('GM') ingredients?
Don't worry! We truly believe in Safe Cosmetics which means you won't find any GM ingredients in our products. Not enough is known about the long term implications of use and your safety always comes first!
Do you test any of your products on animals?
We don't test any of our products on animals and never have; we think it's unnecessary and cruel. We prefer to rely on our botanical and technical expertise to ensure our products are effective and safe. Instead of testing on animals, which have no say in the matter and can't tell us what they think, we give our new products to human volunteers (through an independent company) who are more than happy to test them and give us feedback. If you have any additional questions please contact us via email at firstname.lastname@example.org or toll-free at 1-855-495-4958.
Do your products have expiry dates?
Yes, many our products have an expiry date which you can find clearly printed on the label. The expiry date is an indication of the useful life of the product as certain qualities of our ingredients cannot be guaranteed beyond that date. We want you to be 100% happy each time you use your Neal's Yard Remedies products so we recommend using your products before the best before date.
Gift Card FAQs
How do I purchase a Neal's Yard Remedies Canada gift card?
You can purchase our gift cards in any denomination either in person at in-store or online at http://nyrcanada.myshopify.com/collections/gifts/gift-card. Gift cards can be redeemed in-store or online.
Do you accept returns on gift cards?
Neal's Yard Remedies gift cards cannot be returned or redeemed for cash. If you would like to return an item that was purchased with a gift card, the amount will be returned to you via store credit.
Do you charge tax on gift cards?
There is no tax charged on gift card purchases. If you purchase a gift card in addition to other products, tax will only be applied to the product purchased.
What career opportunities do you have available?
We are always on the lookout for talented, passionate individuals who share our beliefs and values. Check our Careers page to see which opportunities may be a fit for you!