Please review our shipping and return policies. If you have any questions that do not have answers below in our FAQ section, please email us at firstname.lastname@example.org and we will get in touch with you!
Shipping & Returns
We currently offer shipping across Canada and the Continental USA
Get FREE shipping when you spend $100 before tax
Living in or visiting Tofino? Order products online and pickup in-store for free
Regular Shipping Guidelines
Shipping in Canada
5-15 Business Days
1-7 Business Days
1-2 Business Days
1 Business Day
Shipping in the United States
Free Shipping w/ Tracking
Expedited Parcel USA
4-7 Business Days
4-7 Business Days
4-7 Business Days
2-3 Business Days
** MAJOR DELAYS ARE HAPPENING RIGHT NOW DUE TO EXTREME WEATHER EVENTS AND COVID-19 **
Please Note: The estimated shipping window does not include the time it takes for your order to be processed.
Frequently Asked Questions
I placed an order, but I haven’t received an order confirmation email/shipping confirmation email.
You should automatically get an order confirmation email after you place your order, and a shipment confirmation email once we fulfill your order. Sometimes our emails get filtered into Junk/spam inboxes, so make sure to check there too! If you still can’t find the email, you can email email@example.com and ask for us to resend it.
I am subscribed to your mailing list, why am I not seeing your emails?
It’s possible that our emails are getting filtered into your Promotions or Junk inbox, so double check those! If you still can’t see them there, shoot us an email at firstname.lastname@example.org and we will make sure you are subscribed.
Placing an order:
How do I apply a discount code?
When you get to the checkout, there will be a field to type the discount code into. You must enter the discount code prior to your order being completed, so please make sure that you can see the discount applied to your total before you finish checking out.
Unfortunately we are not able to retroactively apply a discount after your order has been processed. Don’t hesitate to send us an email if you are still confused when you get to the checkout! Please note that only one discount code per order may be used, and are applied to the order total prior to shipping and tax.
Why is my discount code not working?
First double check you are entering the discount code into the correct field. If you are still having trouble, it is possible the discount code you are using may be expired, or does not apply to certain items in your order. Please do not submit your order until you can see the discount code has been applied and is reflected in your order total, as we cannot apply discounts retroactively.
You can always reach out to email@example.com if you are having problems with your discount code. Please note that only one discount code per order may be used, and are applied to the order total prior to shipping and tax.
I've just placed my order but I need to make a change to the order/shipping address.
The quicker you let us know about any order changes or address corrections, the better! Send an email ASAP to firstname.lastname@example.org, and we will do our best to intercept your order before it ships. If your order has already been shipped, we cannot change the address. In this case, the order will most likely be returned to us, and we will contact you. In the unlikely event that the order is delivered to the wrong address, we are unfortunately not able to reship or refund your order.
Can I pickup my order if I live locally?
Yep! For those living close to our facility in Tofino, pickup from The Naas Foods storefront at 630 Campbell St. is a free option. Just choose “Local Pickup” at the checkout when making your shipping selection. You’ll receive an email letting you know when your order is ready to be picked up.
How long will it take for my order to arrive?
Your order’s estimated shipping time depends on what shipping option you selected at checkout. Please note that delivery times are not guaranteed as Canada Post can be delayed at times and unfortunately this is out of our control. Please scroll below this section to see shipping services and their estimated delivery times.
How long will it take for my order to be processed?
Most orders are processed same day, but it may take up to 4 days, depending on when the order was placed. Generally orders placed Monday through Thursday (before 2:30pm) are fulfilled the same or next day, and orders placed Friday through Sunday will not be fulfilled until the following Monday or Tuesday. Once we have processed your order, you’ll get an email letting you know it has been shipped from our facility.
I live in the United States, will I have to pay duties on my order?
According to United States Customs and Border Protection, shipments valued at $800 or less are usually duty-free, so it is unlikely you will be required to pay duties. Please note that we cannot make any guarantees regarding applicable duties at this time, and Naas Foods is not responsible for any duties on packages sent outside of Canada.
Where do you ship to?
Currently, we are shipping across Canada and the Continental USA - email us at email@example.com to let us know if you have any questions!
How much does shipping cost?
We are pleased to offer free shipping on orders over $100! For orders under $100, the shipping cost will vary depending on what you order, what shipping option you choose, and how far your order has to go. All shipping fees will be displayed at checkout. Customers are responsible for shipping fees with the exception of orders qualifying for free shipping. The $100 free shipping is calculated after discounts are applied but before taxes.
Please make sure to double check your shipping address prior to completing your order! If you enter an incorrect address, you will be responsible for any costs associated with replacing or reshipping your order in the event that it does not arrive. We always suggest choosing a tracked shipping option to ensure we can locate and follow the journey of your product - If you decide to choose shipping without tracking, we will not be able to issue a refund or send a replacement if your order gets lost in the mail system.
Do you use sustainable shipping materials and practices?
Yes, this is always our goal. Naas Foods is consistently striving to use the most environmentally sustainable packaging options available. That being said, we strive for quality and reliability above anything else. Our packages have been selected based on a variety of metrics. We are always striving to improve and put our best foot forward when it comes to reducing our material footprint. Have any ideas for us? We are always happy to answer any more sustainability suggestions, questions or concerns. Please feel free to reach out over email to firstname.lastname@example.org.
What is your return/refund policy?
We do not offer returns or refunds for damaged products at this time. This includes products that have opened.
We cannot issue refunds for untracked orders that get lost in the mail system, and any costs associated with replacing a lost untracked order are the responsibility of the customer. We always suggest choosing tracked shipping to ensure we can locate and follow the journey of your product.
Can I track the status of my order?
All of our shipping options, excluding Canadian Standard Shipping, include tracking so you can monitor the status of your order. A link to view your tracked order will be included in your shipping confirmation email. Please email email@example.com if you need help.
Why can't I track my order?
If you selected Canadian Standard Shipping:
This is the only shipping option we offer that does not include tracking - there is no tracking number associated with these packages, so they cannot be tracked at all. Please note, we cannot add tracking to Standard Shipping packages retroactively, and we cannot provide a refund in the unlikely event that an untracked order does not arrive, as we are unable to confirm this without tracking.
If you selected any other shipping option:
You should be able to track your order. If you have a tracking number that doesn’t work, or if you never got a tracking number, please email us at firstname.lastname@example.org.
How can I tell if my order have been shipped?
We will let you know! You should receive a shipping confirmation email once we have fulfilled and shipped your order. If you haven’t, double check your Junk or Promotions inboxes - our emails often get filtered into them. If you still have not received your shipping confirmation email 5 days after you placed an order, please send us an email at email@example.com.
Why haven't I received my order yet?
Typically, an order should take no longer than 15 business days to arrive. If it has been 15 business days since you received your shipping confirmation email and your order has still not arrived, our suggestion is to wait a few more days to see if your order is delayed. Please note that shipping delays may occur due to Covid-19. If you still haven’t received your order after 22 business days, or for any other shipping inquiries, please contact us at firstname.lastname@example.org.
Please note that if you do not select tracked shipping, we will be unable to confirm whether or not you received your order, and therefore cannot issue a re-shipment or refund in the unlikely event that your order does not arrive.
Returns & Refund Policy
Naas Foods wants you to love your seaweed products, so if this is not the case please contact us. Please note that return shipping fees will be at the expense of the customer. The product must be completely unused and unopened once received. We do not do refunds because you did not like the taste of the kelp you received*. As well we do not do refunds because after you placed your order you changed your mind. We only accept refunds if you believe the product will not work for you.
If you had free shipping we will deduct this from your total refund as this was an expense incurred to us.
If you decide to choose shipping with NO TRACKING we will not be able to offer any compensation in the form of a new product or a refund if the product gets lost in the mail system. We always suggest using TRACKED shipping to ensure we can locate and follow the journey of your product.