How can we help?
Questions about our softgels, an order, shipping, a return or a charge? Most questions are solved in one message.
Reach our team
A real person replies to every message, usually within 1 business day. Support hours: Monday–Friday, 8:00 AM–5:00 PM ET.
Phone
Support hours: Monday–Friday, 8:00 AM–5:00 PM ET. We reply to emails and voicemails within 1 business day.
Business address
3665 Kingsway, Vancouver, BC V5R 5W2, Canada
Please don't send returns here. Contact us first for return instructions.
Billing & charges
All payments are processed through Shopify's secure, encrypted checkout. Your card is charged once, when you place your order. Every order is a one-time purchase; there is no subscription and no recurring charge.
Don't recognize a charge, or think you were charged in error? Email support@bionaturelabs.co with the charge date and amount and we'll look it up. Please contact us before disputing a charge so we can make it right quickly. See Payment Methods and our Return & Refund Policy.
Charges appear on your card statement as BioNatureLabs.
Send us a message
We'll reply to the email you enter, so please double-check it.
Order & return questions
When will my order ship?
Orders are processed within 2–3 business days, then ship from our fulfillment center in Wilmington, Delaware, USA.
How long does delivery take?
Transit takes 4–7 business days, for an estimated total of 6–10 business days. We ship within the United States only.
How much is shipping?
$5.95 for 1 pouch. Orders of 2 or more pouches ship free (US).
Can I cancel or change my order?
Contact us as soon as possible. Orders can be cancelled for a full refund, or the address updated, before they ship.
Is this a subscription?
No. Every order is a one-time purchase and you won't be charged again unless you place a new order.
What is your refund policy?
You can request a refund within 30 days of delivery, even if the product is opened. Return shipping is paid by the customer and original shipping is not refundable. See the Return & Refund Policy.
My package arrived damaged, incorrect or never arrived
Contact us within 30 days of delivery with your order number and a photo. We'll send a replacement or a full refund, including shipping. If your order is past the 10-business-day estimate, email us and we'll help locate it.
Can I take it if I'm pregnant, nursing or on medication?
Please talk to your healthcare provider before using any supplement if you are pregnant or nursing, take medication, or have a medical condition.
BioNature Labs · support@bionaturelabs.co · We answer every message. Please talk to us before disputing a charge and we'll make it right.