Shipping & Returns

Shipping Policy:

1. Our default shipping agent is Canada Post.

2. In all cases we pass on our heavily discounted rates to you, our customer. We do not operate our Shipping Department as a profit Center. Please note that your shipping cost is calculated on-line using an integrated Canada Post shipping module, using the annual negotiated discounted rates. Our Canada Post online quotes are estimates based on weight and volume calculations. We reserve the right to change the shipping charges. If this occurs you will be contacted for approval before your order is processed.

3. Ibn Al Nafis Herbs takes no responsibility for any loss, damages, or delay that may occur. Similarly, we must be notified should additional insurance be required. Without notification we ship products without insurance. Please note that transporters often do not heat their trucks in winter, nor refrigerate them in summer. This will not harm the integrity of the product. Simply leave the product at room temperature for 24 hours before opening. Occasionally, stirring the product before use will be required to regain its consistency.

Please note that in all instances where payment is required, a copy of the invoice will be forwarded with receipt for payment.

9. We notify our customers for out-of-stock items. If we do not hear back from them within 2 business days, their orders will be shipped as-is and the balance will be refunded to them by the original method of payment. Out-of-stock items will not be automatically shipped NOR will it be shipped later when the stock is replenished. Regular ordering policies will apply.

10. For environmental reasons, packing slips will not be shipped with any order. Customers are encouraged to use the emailed invoice as a guide instead.

Return Policy

  1. We have a 100% Customer Satisfaction Policy. Any item can be returned within two weeks of receipt of shipment for a refund on the cost of goods (less shipping charges and applicable restock fee), if returned intact. Similarly, all returns must be received by us within 15 business days to qualify for a refund. Please note that items that are indicated as samples or final sale  cannot be returned, refunded, or exchanged. 
  2. All subjective returns (where there has been no mistake from our end) will be assessed a 20% restocking fee, or a minimum of $10, whichever is greater.
  3. Returns authorized beyond the two week period will be assessed a 30% restocking fee, or a minimum of $10 whichever is greater.
  4. If an error has been made by us on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
  5. All returns are to be sent to our address for assessment.  All returns must be shipped by ground Postal Service to avoid any customs and brokerage charges. If returned by any other shipping method, customers will be responsible for those charges.
  6. All subjective returns must be returned in saleable condition. Partially used products will not be credited. If we do not receive the merchandise or if it is damaged, we will not issue a refund or credit.
  7. Products that are returned due to quality issues will be refunded or credited ONLY after a quality control inspection is carried out on the returned item(s) . Similarly the cost of the return freight will only be refunded if the quality of the returned item(s) was deemed unacceptable.
  8. Refunds or credits for any reason can take up to 1 month to process, depending upon the volume of returns. From the date you receive our credit memo by email, refunds may take 8-10 business days for your financial institution to process before appearing on your statement.