Shipping policy
Last updated: September 2026
Thank you for shopping with The Naty Garden by Naty Skin. We aim to prepare and ship your order as quickly and carefully as possible.
Order Processing
Orders are typically processed within 1–3 business days, excluding weekends and holidays.
During product launches, promotions, or high-volume periods, processing may take slightly longer.
Once your order has shipped, you will receive a shipping confirmation email with tracking information when available.
Shipping Within Canada
Canadian orders are shipped primarily through Canada Post or another trusted carrier when appropriate.
Estimated delivery time after dispatch:
3–8 business days
Delivery times are estimates and may vary depending on your location, weather, carrier delays, holidays, or other circumstances beyond our control.
Shipping Rates
Shipping costs are calculated and displayed at checkout unless your order qualifies for a free shipping promotion.
Free shipping offers, when available, may be subject to minimum purchase requirements or specific destinations.
Tracking
If tracking is available for your order, you will receive the tracking number by email once your package has shipped.
Please allow up to 48 hours for tracking information to update after receiving your shipping confirmation.
Incorrect Shipping Addresses
Please review your shipping address carefully before completing your purchase.
Customers are responsible for providing a complete and accurate shipping address.
If you notice an error after placing your order, contact us as soon as possible at info@thenatygarden.com.
We will do our best to update the address before shipment, but we cannot guarantee changes once the order has been processed or shipped.
Additional shipping charges may apply if an order must be reshipped due to an incorrect or incomplete address provided at checkout.
Delayed Packages
Occasional delivery delays may occur due to:
- severe weather;
- carrier disruptions;
- holidays;
- customs processing;
- high shipping volumes; or
- circumstances outside our control.
If your tracking has not updated for several days or your order has exceeded the estimated delivery window, please contact us and we will help you investigate the shipment.
Lost Packages
If your package appears to be lost in transit, please contact us at info@thenatygarden.com with your order number.
We may need to open an investigation with the shipping carrier before issuing a replacement or other resolution.
Please note that a package marked as delivered by the carrier may require additional investigation before it can be considered lost.
Delivered but Not Received
If your tracking shows that your package was delivered but you cannot locate it, please:
- Check around your delivery location and mailbox.
- Ask household members or neighbours if they accepted the package.
- Contact the carrier directly for additional delivery information.
- Contact us if you still cannot locate your order.
We will do our best to assist you, but we cannot guarantee replacement of packages confirmed as correctly delivered by the carrier.
Damaged Orders
If your order arrives damaged, please contact us as soon as possible at info@thenatygarden.com
Please include:
- your order number;
- a brief description of the issue;
- photos of the damaged product; and
- photos of the shipping packaging when possible.
We will review the issue and work with you to find an appropriate solution.
Customs, Duties and Taxes
For orders shipped outside Canada, customs duties, import taxes, brokerage fees, or other charges may apply depending on the destination country.
Unless otherwise stated at checkout, these charges are the responsibility of the customer and are not included in the product or shipping price.
Customs delays are outside our control.
Returned-to-Sender Packages
Orders may be returned to us because of:
- an incorrect address;
- an incomplete address;
- an unclaimed package; or
- unsuccessful delivery attempts.
If a package is returned to us, we will contact you to discuss reshipping or another available option.
Additional shipping fees may apply before the order can be resent.
Order Changes and Cancellations
If you need to change or cancel your order, please contact us as soon as possible.
Once an order has been processed or shipped, we may no longer be able to modify or cancel it.
Please refer to our Return & Refund Policy for additional information.
Contact Us
For questions about shipping or delivery, contact us at:
The Naty Garden by Naty Skin
Email: info@thenatygarden.com
Location: Québec, Canada