Free shipping on all orders over $75.

Return Policy

Orders Outside Canada And France

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.

Delivery Charges

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.

Free Delivery

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.

Delivery Times And Tracking

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.

Important Information

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.

Out Of Stock

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 info@natuku.com.

Important For Not Delaying Your Package!

Please follow the following instructions to avoid any delay in shipping your package:

  • The shipping and billing addresses must be valid.
  • The billing address must be the same as the one that appears on your credit card statement.
  • If you are absent at the time of delivery, it will be your responsibility to recover your order according to the rules of Canada Post, if applicable. Your package may be dropped off in front of your door.

Payment Methods

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.

Sales Taxes

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.

Returns Policy

If you are not satisfied with the product ordered online, please contact our Customer Service at 418 567-9620 or by email at info@natuku.com. We only accept returns within 30 days.

Conditions of return

  • The packaging is in its original condition.
  • You have a copy of the transaction receipt including the payment method.
  • For your purchase to be refunded in the event of a return, you must include any FREE product or gift provided with your purchase when placing your order, if applicable.
  • The product has not been consumed or used. Exception: if the container was opened, the product consumed and a defect then found, you can return it by first contacting customer service.

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:

  • Contact customer service by email using the contact form or directly to the email address of info@natuku.com.
  • Once the return has been authorized, send the product to the following address by Canada Post:

    AEM Lab Inc.
    35, Principale
    Pointe-aux-Outardes (Québec)
    G0H 1M0
    Canada

  • Once the item has been received, we will issue the refund to the same credit card of the purchase. The funds should appear on your statement within 5 to 10 business days following reimbursement

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 (info@natuku.com) and we will do our best to help you!

International Orders

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.