SHIPPING & HANDLING

All orders from The Innate Life are shipped from Toronto, Canada.

Please review the following shipping information carefully before placing your order. By completing your purchase, you acknowledge and agree to the shipping, customs and delivery terms outlined below.

ORDER PROCESSING

Orders generally require approximately 1–3 business days to process before shipment. Business days are Monday through Friday, excluding holidays.

Once your order has been prepared for shipment, you will receive a shipping confirmation email containing your tracking information.

Please note that processing and delivery times may be extended during product launches, promotions, holidays or periods of unusually high order volume.

ESTIMATED DELIVERY TIMES

Estimated transit times after your order has been processed are:

Canada: approximately 2–7 business days

United States: approximately 5–10 business days

International: approximately 2–3 weeks

All delivery times are estimates and are not guaranteed.

Carrier delays, customs processing, weather, service disruptions and other circumstances outside of The Innate Life's control may result in additional transit time.

CANADA SHIPPING

Canadian orders are shipped with tracking information.

Once your order has shipped, please use the tracking information provided in your shipping confirmation email to monitor its delivery status.

Customers are responsible for providing a complete and accurate shipping address at checkout.

UNITED STATES SHIPPING

U.S. Shipping Has Resumed

The Innate Life is currently shipping to customers in the United States.

Following recent changes to U.S. import requirements and tariffs, we experienced temporary disruptions to our U.S. shipping service while we worked to establish a reliable and transparent solution for our customers.

We are now using a new shipping partner for U.S. orders, with final delivery provided through USPS.

U.S. Tariffs

Applicable tariffs on orders shipped to the United States are now automatically calculated and collected at checkout.

This system was implemented following recent changes to U.S. import requirements and the challenges we experienced with tariffs being assessed after shipments had already entered the United States.

Collecting applicable tariffs at checkout allows customers to see these charges before completing their purchase and helps prevent unexpected tariff payment requests after shipment.

Tariff amounts are determined based on the products contained in your order and applicable U.S. import requirements.

Tariffs are separate from product prices, shipping charges and applicable sales taxes.

Because tariff regulations and rates may change, the tariff amount displayed at checkout at the time your order is placed will apply to your purchase.

Will I Be Charged Tariffs Again Upon Delivery?

Applicable U.S. tariffs are calculated and collected through our current checkout and shipping system before your order is shipped.

Our current process is designed to collect the applicable tariff charges upfront rather than requiring customers to pay these charges separately after shipment.

If you receive an unexpected request for additional tariff payment relating to your order, please contact us at support@theinnatelife.co before making the payment so our team can review the shipment.

U.S. Delivery

U.S. orders are delivered through USPS.

Once your order has shipped, you will receive tracking information by email. Please allow time for the carrier to receive and scan your package before tracking begins updating.

INTERNATIONAL SHIPPING

The Innate Life currently ships to a number of international destinations.

Shipping availability can change due to carrier availability, customs requirements and regional service disruptions.

To determine whether we currently ship to your destination, please enter your complete shipping address at checkout. Available shipping services and rates will be displayed before you complete your purchase.

INTERNATIONAL DUTIES, VAT & IMPORT FEES

Orders shipped internationally may be subject to customs duties, VAT, taxes, brokerage charges or other import fees imposed by the destination country.

Unless specifically collected at checkout, these charges are not included in the product price or shipping charge paid to The Innate Life.

The Innate Life does not determine or control these charges and cannot guarantee or predict the amount that may be assessed by your country's customs authorities.

The recipient is responsible for paying all applicable import duties, VAT, taxes and other customs-related charges required by the destination country.

By placing an international order, you acknowledge and accept responsibility for these charges.

We recommend reviewing your country's import requirements before placing an international order.

REFUSED INTERNATIONAL SHIPMENTS

If you choose not to pay applicable duties, VAT, taxes or other import charges, you may refuse the shipment and allow the carrier to return the package to The Innate Life.

We cannot issue a refund while the package is still in transit or being held by customs.

A refund will be processed only after the package has been successfully returned and received at our facility in Canada.

The following amounts will be deducted from your refund:

• The original shipping charge
• Any return shipping charges or carrier fees incurred to return the package to us

The remaining eligible balance will be refunded to your original payment method.

Please be aware that international return-to-sender shipments can take several weeks to arrive back at our facility due to carrier and customs processing.

The Innate Life does not control the time required for a refused international shipment to be returned.

RETURNED-TO-SENDER & UNCLAIMED PACKAGES

Customers are responsible for monitoring the tracking information for their shipment and collecting their package when required.

A package may be returned to us for reasons including:

• An incorrect or incomplete shipping address
• An unclaimed package
• A missed pickup
• An unsuccessful delivery attempt
• Refusal to pay applicable import charges
• The recipient no longer residing at the delivery address

If a package is returned to The Innate Life, we must physically receive the package at our facility before a refund or re-shipment can be processed.

Any applicable original shipping charges, return shipping charges and additional postage required for re-shipment are the responsibility of the customer when the return was caused by circumstances outside of The Innate Life's control.

International return-to-sender packages may take several weeks to arrive back at our facility.

SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address when placing an order.

An order confirmation email is sent after your purchase. We strongly recommend reviewing your order confirmation immediately to ensure that your name, address and other shipping information are correct.

If you notice an error, please contact support@theinnatelife.co as soon as possible with your order number and corrected address.

If your order has not yet been processed or shipped, we will do our best to update the address.

Once an order has been shipped, however, we cannot guarantee that an address can be changed or redirected.

The Innate Life is not responsible for packages that are lost, returned or undeliverable due to an incorrect or incomplete address provided by the customer.

Additional shipping or return charges resulting from incorrect shipping information may be deducted from a refund or charged before re-shipment.

TRACKING YOUR ORDER

Once your order has been prepared for shipment, you will receive a shipping confirmation email containing your tracking information.

Please allow time for the carrier to receive and scan your package. Tracking information may not update immediately after your shipping confirmation is sent.

Customers are responsible for monitoring their tracking information, particularly when a package is awaiting pickup, delivery or customs clearance.

If you have not received your tracking information, please check your spam or junk folder before contacting us.

PACKAGES MARKED AS DELIVERED

If your tracking information indicates that your package has been delivered but you cannot locate it, please first:

• Check around your property and delivery area
• Check your mailbox or parcel locker
• Check with your building reception or concierge, if applicable
• Check with other members of your household
• Check with nearby neighbours
• Contact the carrier for additional delivery information

The carrier may be able to provide additional details regarding where the package was left or initiate a trace.

If you are still unable to locate your package after contacting the carrier, please email support@theinnatelife.co with your order number and tracking information so our team can assist you with the next steps.

LOST OR DELAYED PACKAGES

Delivery estimates are approximate and delays can occasionally occur due to customs processing, carrier operations, weather or other circumstances outside of our control.

A delayed tracking update does not necessarily mean that a package has been lost.

If your package has not moved for an extended period or appears to be lost, please contact the applicable carrier first for the most current information.

You may also contact us at support@theinnatelife.co with your order number and we can review the shipment and assist with the next steps when appropriate.

FREIGHT FORWARDING SERVICES

The Innate Life is not responsible for loss, damage or improper handling that occurs after an order has been delivered to a third-party freight forwarding company, including services such as Aramex, MyUS or similar providers.

Several of our products are packaged in glass containers and require careful handling.

If a freight forwarding company opens or removes products from their original packaging for inspection, customers are responsible for ensuring that the forwarding company properly repackages the products before onward shipment.

Use of a freight forwarding service is at the customer's discretion and risk.

DAMAGED SHIPMENTS

If your order arrives damaged, please contact support@theinnatelife.co within 3 days of delivery.

Please include:

• Your order number
• A description of the damage
• Clear photographs of the affected product(s)
• Photographs of the shipping box and packaging, when applicable

Please retain the damaged product and original packaging until our team has reviewed your claim.

Claims submitted without sufficient supporting information or photographs may not be eligible for replacement or reimbursement.

Damage caused after delivery or by a third-party freight forwarding service is not the responsibility of The Innate Life.

SHIPPING RATES

Shipping rates are calculated based on the destination and available shipping service.

To view the shipping rate for your order, add your products to your cart and enter your complete shipping address during checkout.

The available shipping rate will be displayed before payment is completed.

For U.S. customers, applicable tariffs are also calculated during checkout.

For customers outside of the United States, additional duties, VAT, taxes or import fees may be assessed separately by the destination country's customs authorities.

NEED HELP WITH YOUR SHIPMENT?

If you have questions regarding an existing shipment, please contact:

support@theinnatelife.co

Please include your order number in your email so our customer service team can locate your order and assist you as efficiently as possible.