Frequently Asked Questions

General

Where are you located?
We are located in Guelph, Ontario, Canada.
Do you sell prescription drugs?
No, we don't sell any prescription drugs online. We only sell products that are approved by the Ontario College of Pharmacists for sale online. Any of the medication that we do sell is over-the-counter, which means it can be bought at a Canadian pharmacy without requiring a prescription from your doctor.
What does Well.ca sell?
We know Canadians love variety and so do we! We strive to be the online retailer where you go to in order to find all your personal and household essentials! We offer thousands of different items including products for Baby & Kids, Beauty & Skin Care, Food, Green & Natural, Home Medical, House, Medicine, Personal, Pets, Sexual Wellness, and so much more! Get comfortable, put on your favourite shopping tunes, and take a look around!

If you can't find the product you're looking for, let us know!
Why buy my healthcare products online?
Our customers shop at Well.ca for convenience and the friendliest customer care imagineable. We have a massive selection of Green & Natural, Baby, and Wellness products to suit every need. We also offer quick shipping on orders across Canada and throughout continental U.S.A.
What methods of payment do you accept?

You can use the following payment methods on Well.ca: Visa/Visa debit, MasterCard, American Express, Visa Checkout, Interac Online, PayPal, and Well.ca Gift Cards.

At this time, we can only accept Canadian and American credit card numbers. We're unable to accept cashier's checks or money orders.


Ordering

How old do I have to be to order at Well.ca?
To order at Well.ca, you must be of the age of maturity as defined by your province or state. If you're not an adult, please have a parent or guardian make your purchase for you.
Is my order subject to tax?
You will be charged tax based on the destination province or territory that your order is being shipped. Orders shipped to the USA are not subject to any tax. When you complete your order, we will calculate the required tax based on your location.
How do I know that my order has been received?
As soon as you make your order, you'll receive an order confirmation email from us to let you know that we received your order. You'll receive another email when your order is being processed, which means that it is being picked and packed with care by our warehouse team. Finally, you'll receive one more email to let you know when we've shipped your order from our warehouse. Didn't receive an email confirmation for your order? This is probably because your email provider is putting our emails in your "Spam" or "Junk Mail" folder. Feel free to call us to confirm your order or check on its status, we'd be happy to hear from you!
When will I be charged for my order?
You will be charged as soon as you make an order.
How do I view the status of my order?
As the status of your order changes, you'll receive notification emails. These emails will indicate when we receive your order, when your order is being processed, and when we ship your order from our shipping centre. You can also view the status of past and current orders by clicking on the "Login" text at the top right hand corner of every page. Then, click on the "My Account" button that appears on the top right hand corner of the page and you'll be able to view all your current and past orders. We welcome you to reply to any of your order update emails (or you can reach us at info@well.ca) if you have any questions about your order. Please have your order ID (which you can find in your order confirmation emails) ready to help us find your records quickly!
How do I cancel my order?
Should the need arise to cancel an order after you've placed it, we will do our best to accommodate your request. Please be aware that order cancellation is a time-sensitive action, please reach out to our Customer Care team as soon as possible. Please ensure that you include your Well.ca order number in your email, and/or have it readily available if you are phoning in. *Please note, that once your order moves into the "processing" stage in our warehouse, we may no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery.
Can I make changes to an order that has already been placed?

Please double check all order details thoroughly prior to confirming your order as we are unable to add additional items or edits details of your order after it's been placed. If you've made an error in your order please contact our Customer Care team immediately for best assistance.

How can I ensure that I do not lose the items in my cart?
If you are logged in to your Well.ca account, the items you add to your shopping cart will be available on any browser and computer on which you use your Well.ca account. The items will only be removed when you check out or remove them from from your cart manually. However, if you are not logged in to your Well.ca account, Well.ca remembers the items you have added to your shopping cart for 14 days, and only on the browser and computer on which you added the items. If you create an account or login with items in your cart, Well.ca will automatically link your cart contents to your account and retain the contents on any browser or computer on which you are logged in to that account.
The item I want to purchase is sold out. What do I do now?
We're so sorry to hear that the product you're looking for is sold out! While we do not have a specific time frame as to when we can expect products to be restocked, we do have a handy-dandy tool to let you know when it is available again! If you would like to be notified once this product becomes available, please visit the product page and enter your email address in the space provided.
Do I need a Well.ca account to place an order?
Most of our communication regarding your order occurs automatically by email, and we do require an account to be made before placing an order.
Where can I find my order history?
After logging into your Well.ca account, simply hover your mouse over your name at the top-right hand side of the page and click on "Order History" to review all your favourite items!

Shipping

Where do you ship?
We ship to all locations in Canada and the United States that are served by Canada Post, UPS and USPS, with the exception of American Samoa, Guam, Marshall Islands, Federated States of Micronesia, Northern Mariana Islands, Palau, Puerto Rico, and the Virgin Islands (U.S.).
How long will my order take to arrive?
All orders require 1-3 business days of processing time to be picked, packed and prepared for shipping. Once your order leaves our warehouse, the estimated delivery time is determined based on the delivery location. You can estimate your shipping time here.
How do I track my order?
As soon as your order has shipped, we'll notify you by email providing you with the tracking information for your package! This link is typically updated within 24 hours and, if you ever happen to lose that email, please note that you can also retrieve your tracking information from your Order History once you sign into your Well.ca account! Use this number to track your shipment online or reply to any of your order update emails. Our customer care team will be happy to help you track your order!

Returns

What is your return policy?

We accept returns of unopened products up to 60 days after the date of purchase. Opened or used products, or any items marked as non-refundable on the product page are not within our return guidelines.

Please click here to review the full list of non-returnable products.

How do I make a return request?
If you would like to make a return request, please click here to connect with our Customer Care team

Privacy and Security

What security measures do you put in place to protect my identity and financial information?
Your privacy is very important to us. In order to protect your identity and financial information, we encrypt all communications between you and our servers. Well.ca strives at all times to protect the security and privacy of any information you provide over the internet to Well.ca.
I do not wish to use my credit card, are there alternatives?
Of course! We do offer Interac online, Visa Checkout and Paypal, as alternative payment options. Please note that all Well.ca orders must be placed online. We do not accept phone orders.
Why does Well.ca ask to remember my credit card number?
During checkout, you have the option to have us remember your credit card number for future purchases. This makes one less step in checkout the next time you come back to visit us again! We will never make any charges to your credit card unless you're making a purchase on Well.ca.
How does Well.ca remember my credit card number?
To keep your personal information safe, Well.ca employs a new technology called "payment tokenization" to remember your credit card information. That's just a fancy way of saying we don't actually store any information about your credit card number at all! Instead, when you complete a purchase we use your credit card number to get a secret token - a special random string of letters and numbers that has nothing to do with your credit card information - from the credit card payment provider. Then, when you want to make your next purchase, instead of sending your credit card number to the credit card payment provider we send the secret token. Just like all of our other financial transactions, this is done over a secure, encrypted communication line. We're the only people that will see your secret token and even better, we're the only people the secret token will work for. No one else can use your token to make purchases on your credit card.
How many credit card numbers can I save?
You can save a maximum of five credit card numbers. We'll ask you to save a new credit card for each combination of billing and shipping addresses you use - this way we can be sure it's you the first time we ship or bill to a new address!
How can I securely change the email address on my Well.ca account?
To make any changes to the email address associated with your Well.ca account, please reach out to our Customer Care team.

Newsletter

What is in your newsletter and communications?
Our newsletter and communications contain contests, company updates, product information, and highlights monthly and weekly specials. When you create an account at Well.ca, you'll be asked if you would like to subscribe - check the box to say yes. You can unsubscribe at any time. .
How do I unsubscribe from the newsletter?
Simply log in to your account and click here to unsubscribe from our newsletter. If you are having problems unsubscribing, email us at unsubscribe@well.ca - please give us your email address and full name so we can unregister you.

Coupons

How do I use a Well.ca Coupon Code?
Add the products that you'd like to purchase to your shopping cart - keep in mind, your discount will not be subtracted from the price yet. Proceed to checkout, and as soon as you get to "Step 2 of 3" of the checkout process (on the same page that you give your payment information) you'll notice the "Coupon Code" field. Enter the code in the box provided and the amount will be discounted from your order!
Can I redeem a manufacturer's coupon?
We cannot accept manufacturer's coupons. If you have a coupon that has been issued by Well.ca you can redeem it in checkout.
Why isn't my Coupon Code working?

There are a few different reasons why a coupon may not be working. First things is to ensure that you're entering your coupon into the "Coupon Code" box in checkout EXACTLY as the code is written & use the "Apply" button. Lastly, please double check the email or card through which you were provided the code to double check the expiry date. If you're still experiencing some difficulties using your coupon code, please reach out to our Customer Care team.

Please note, some products are not eligible for coupons use. Well.ca reserves the right to disable codes at any time. Disabled codes will not be re-issued.

Are there any restrictions to be aware of when using Well.ca coupons?
Yes. Well.ca coupons are not intended to be posted on forums or public sites. Coupons cannot be combined with any other coupon or offer and are strictly limited to one per household. Coupons are not valid towards: The Ordinary, cloth diapers, disposable diapers, baby formula, Yumbox, CLEK, Britax, UPPAbaby, Peg Perego, KidKraft, 4Moms, Diono, Applecheeks, EZPZ, Bugaboo, Beaba, Bogs, Hatchimals, Mountain Buggy, Maxi-Cosi, BOB, Monte Design, LEGO & gift certificates (other exclusions may apply). Any orders containing mis used coupons may be subject to verification and cancellation, at the sole discretion of Well.ca. Well.ca also reserves the right to disable coupons at any time.

Remote & Difficult to Serve Locations

How will I know if I am affected?
Click here To visit our Shipping & Returns page for more information and a full list of postal codes ineligible for free economy shipping.
If orders arrive damaged is there reimbursement for the cost of shipping?