Please note that it is the buyer’s responsibility to ensure that the product can be legally imported into the destination country. The buyer is also responsible for paying the import taxes, customs duties and any other charges related to the transaction. Natuku is not responsible for additional delays due to customs clearance procedures and is not responsible for products refused by the destination country. Contact your local customs office for more information before ordering.
International orders are final sales. All correspondence with customers outside of Canada will be conducted by email only. All orders are delivered via Canada Post. The delivery methods and lead times are all different. They will be assessed at the time of your online purchase based on the delivery address entered.
Shipping is chargeable for all online orders under $75 after discounts and before taxes. The delivery charges are $8.99, but there may be additional costs depending on your delivery address.
Estimated delivery charges:
To find out the delivery cost specific to your address, add the products you wish to order to your basket. Click on the shopping cart icon in the top right to view your shopping cart. Enter the country, province, address and postal code of the delivery and the delivery costs will be displayed based on your full address.
At Natuku we are proud to offer you FREE DELIVERY on all online orders of $75 or more, after discounts and before taxes. Other countries outside of Canada may have additional charges to the delivery price.
Please plan on 1-2 business days for preparation of your order. All orders are delivered on business days (Monday to Friday). Orders placed over the weekend will be processed the following Monday (excluding mandatory holidays (Canadian public holidays)).
Delivery times are normally 2 to 8 business days. Please note that a shipping confirmation email will be sent to you when Natuku ships your package. This email will display the tracking code allowing you to track your package on the website of Canada Post, our chosen carrier.
In remote areas, additional delivery times may be added. You can track your package at any time on the Canada Post website by entering your tracking number.
In the event of a Canada Post strike of more than 24 business hours, our customer service department will contact you by email to determine the most appropriate delivery method for you.
What if there is a problem?
Please note that we cannot guarantee delivery at a specific time. Generally, Canada Post will deliver your package on the approximate delivery day, before 8 p.m. You can track your order on the Canada Post website using your order tracking number. If you are not present for delivery, it is the customer's responsibility to rearrange the delivery date or make certain arrangements directly with the carrier. If the customer fails to schedule a new delivery and the items are returned to us, we must charge the delivery costs again in order to make a new shipment. If the package is lost or damaged in transit, please contact our customer service department as soon as possible (48 hours after the delivery date) so that we can deal with the problem quickly.
Natuku reserves the right to refuse any high-volume retail transactions in order to protect the health and well-being of consumers, as well as the resale of goods. Wholesale must be made in direct contact with the company.
It is not possible to order a product if it is out of stock. All orders accepted are thus for products that we can deliver to you on time, unless unforeseen events occur.
To know the next arrival date of the product desired but out of stock, write to us at email@example.com.
Please follow the following instructions to avoid any delay in shipping your package:
Natuku offers you the following payment methods: Visa, MasterCard, Apple Pay, and Google Pay. We do not accept Interac, cheques, cash, credit vouchers or international credit cards.
The products on Natuku are taxable. The sales taxes are calculated based on the address where the order will be shipped and according to the provincial and federal laws in force, as well as the rates applicable to your order. Where required by law, the shipping charges are also taxable.
In the event of a refund, we will also refund the tax amount paid on the item. The shipping costs and applicable taxes are non-refundable, unless the return is related to a shipping error on our part.
Conditions of return
The cancellation of one or more ordered articles that reduces the order total to less than $75 before taxes or a change of address may remove your right to free delivery.
In order to serve you in the most efficient way, follow the following method to return a product:
Returns and Exchanges
Our priority is the satisfaction of our customers. The customer is responsible for shipping all returns of items for a return or an exchange. We suggest shipping via a delivery method that can be traced (by tracking number) as we cannot refund or replace without proof of delivery if the package has not made it to the warehouse. The delivery, return or exchange costs will be refunded only if the returned item was returned due to our error. Otherwise, the shipping costs will be deducted from your total refund amount. Any refunds or credits will be issued after inspection of the returned items - which must be returned in the original condition and in the original packaging.
Please note that we no longer accept any returns or exchanges after 30 days. Changes to an order already processed.
Have you changed your mind about a product? Changes can be made to any order already processed before the package leaves (approximately 1-2 days). However, if the order has been completed, processed and therefore delivered, we cannot make changes to the order. In any case, please contact customer service as soon as possible (firstname.lastname@example.org) and we will do our best to help you!
Please note that it is the responsibility of the buyer to ensure that the product can be delivered from the warehouse and legally imported into the destination country. The buyer is also responsible for paying the import taxes, customs duties and any other charges related to the transaction. Natuku is not responsible for additional delays due to customs clearance procedures and is not responsible for products refused by the destination country. Contact your local customs office for more information before ordering.
Please note that international orders outside of Canada and France are final sales. All correspondence with customers outside of Canada and France will only be conducted by email.