Home :: Shipping and Return Policies For the Contiguous USA

Shipping and Return Policies For the Contiguous USA

International Ground (3-8 business days)

International ground courier is our standard shipping method to the contiguous USA and we may use a variety of couriers such as Fedex, UPS and DHL. Orders are shipped from our manufacturing facility in Duncan, BC, CANADA. If you are located in Hawaii or Alaska, please contact us for other options.

The total delivery time includes the time it takes to process your order plus actual shipping time and US Customs and FDA clearance. Weekends and holidays are not included in business days.

DHL International Air (2-3 business days)

Orders are shipped from our manufacturing facility in Duncan, BC, CANADA and the price quoted is what DHL charges by weight to your location. Please call us if you require a quote for air shipment.

The total delivery time includes the time it takes to process your order plus actual shipping time which may take more or less time dependent upon whether you are in a major urban area.  Please note that if you place your order on a business day after 10 am, Pacific Standard Time, the shipment can not go out until the following business day due to DHL cut-off times. Weekends and holidays are not included in business days.

Delivery Times and Costs

All deliveries by International ground courier take place during regular business hours from Monday through Friday for home delivery.  If you are not home and the driver feels it is unsafe to leave a package, a notice will be left with further instructions for redelivery or a pickup location.  To avoid this, we suggest you ship to an address where someone is available to receive the delivery during business hours, such as your workplace.

If you order from the Libre Naturals online store over the weekend, on a Canadian holiday or after 10 am on a business day, your order will not be processed until the next business day under normal business volume conditions.

Please note that, with the exception of APO addresses, couriers cannot deliver to PO boxes.  Please use only your street address.

Shipping Costs
ORDER AMOUNT INTERNATIONAL GROUND INTERNATIONAL AIR
  $0-$98.99   $9.99   DHL Quote
  $99.00+   FREE   DHL Quote

 

US Customs and FDA

Your order will pass through both US Customs and FDA clearance and we cover this cost at no additional charge to you.  If, for any reason, you receive a bill for these services, please let us know within 24 hours toll free at 1-866-714-5411.

Please note that US Customs/FDA may choose at any time to detain and examine a package and may require further information from the US recipient before releasing the package. Although extremely rare in our many years of experience, any delays, examinations and/or demanded information are due to US Customs/FDA and are completely beyond our control.

Order Cancellation and Changes

If you need to make a change prior to shipment, please contact us toll free at 1.866.714.5411 and quote your order number. Order cancellations or changes to your order may not occur once an order has been shipped.

Change of Shipping Address

If you require the shipment address to be changed once an order has been shipped, you will be charged a redirection fee. This fee is what the courier companies charge us and ranges from $15 to $50 depending on your location and is payable by credit card when the change is requested. Please ensure that you type in the correct shipping address upon checkout.

If the change is required due to our mistake, you will have your order redirected to you at no charge.

Return Policy

For the safety of all Libre Naturals’ customers we do not return food items, regardless of their condition, therefore all sales at Libre Naturals are final.

Ingredients, nutrition and allergens for all Libre Naturals’ products are posted on each product's page, and it is a customer's responsibility to read and understand them, contact us to ask questions if necessary, and to select only those items that are safe for their specific diet.

Tracking Your Order

When your order is shipped from our Duncan, BC, Canada warehouse, our shipping system will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package.

Chocolate Shipment Policy

When shipping chocolate items, there is a risk of product damage during warm weather or when shipping to warmer climates.  If you choose to ship any products that have chocolate in them, you assume the risk of this possibility when you place an order for those items with Libre Naturals Inc.

If granola bars do get overheated, the granola bars and chocolate should resume their shape if left to return to room temperature without being handled.  The heat will not  affect the taste or quality of the bars although long term shelf life may be compromised.

Any chocolate that has been heated and then cooled may get "bloom", a gray surface on the chocolate.  Bloom is not harmful and does not change the quality of the chocolate; it's simply the cocoa fat coming to the surface of the chocolate.

Damaged Shipment

With the exception of melted chocolate, if any package arrives obviously damaged, refuse the package and contact us via the directions below.  If you receive a package and don't realize there is damage until you open it or it was left damaged on your doorstep, we require pictures and a description of the type and number of damaged items.  This is necessary for us to make the damage claim with the courier.

Please notify us of your damaged shipment claim and all photo documentation within 24 hours of the receipt of shipment with our customer care team at 1-866-714-5411 or at info@librenaturals.com.

We will then begin the claims process with the courier and advise you on how we'll replace your damaged products and what to do with your damaged order.

Missing Shipment

Please allow the full shipping time indicated above to elapse before contacting us about a missing shipment unless you see by your tracking link that the courier has indicated either a delivery problem or that your package was delivered yet you do not have it.  We can then work with the courier to track down your shipment.

If you have given permission for the driver to leave the shipment when you were not home, Libre Naturals is not responsible for the missing shipment.  We strongly suggest that you provide a shipping address where you know someone will be present during the day.  Many people choose to ship to their work address for this reason.

Special Delivery Instructions

Unfortunately, couriers do not accept special delivery instructions.