FAQs

What are your accepted payment methods? 

We accept PayPal, major credit cards (i.e. Visa, Mastercard and American Express) and e-transfers. To send an e-transfer, please use the following e-mail address: contact@imonatural.com. Additionally, if an e-transfer is made, please send the corresponding password to contact@imonatural.com.

 

What are your shipping policies?

We ship within Canada and the United States.  For orders being shipped to the United States, we are NOT responsible for customs fees, duties or taxes that the United States might impose. 

We don’t currently ship internationally but are working diligently to secure affordable and timely shipping to regions outside the United States and Canada. Stay tuned as we continue to grow.

Our normal processing time is 5-7 business days (except for holidays, weekends  or during busy sales periods when items take longer to process). Since all items are handmade in small batches and labelled in-house, a 5-7 business day turn around allows enough time for our small team to carefully and diligently craft and package every item that leaves our facility.  

We provide delivery confirmation via e-mail for every order and in most cases items can be tracked. All shipping confirmation will be sent to the email used when the order was placed. If you do not receive your e-mail confirmation, please be sure to check your spam or junkmail folder and add  contact@imonatural.com to your contacts list.  After the tracking number has been issued by our system, please allow 2-3 days for your package to show movement.

To ensure that you receive your products in a timely fashion, please ensure that the address listed on your order is correct. If the address you provide is incorrect, there can be delays in you receiving your order. If item(s) must be reshipped as a result of an incorrect mailing address, we cannot be responsible for these fees and customers must pay for item to be reshipped.

 

What is your return/exchange policy?

Due to the nature of our products, they cannot be restocked once they leave our facility. However, ImoNatural is committed to providing the highest quality products while ensuring customer satisfaction. If for whatever reason, you are not completely satisfied with your purchase, we would love to hear from you so together we can find a resolution.​  To initiate a return, please contact us as soon as the item is received. We will consider all exchanges/refunds requests on a case by case basis. To make a refund/exchange request, please contact us via our contact form or by e-mail at  contact@imonatural.com. In your e-mail, be sure to include your invoice number and reason the item is being returned. 

If your package arrives damaged, contains the wrong products or is missing products, please contact us via the "Contact Us" or e-mail us at contact@imonatural.com. In your e-mail, please send us a photo of the damage or error and we will immediately rectify the situation.