Shipping policy

Shipping Policy

Last Updated: April 2, 2026

At NTRL Diffuser Co, we want your botanical wellness diffusers to reach you as quickly and safely as possible. This Shipping Policy outlines our processing times, delivery estimates, shipping costs, and other important information regarding the shipment of your order.

1. Where We Ship

We currently ship to the following destinations:

  • Canada (all provinces and territories)
  • United States (all 50 states, DC, and US territories)
  • Select international destinations (availability shown at checkout)

If your country is not available at checkout, please contact us at ntrldiff@gmail.com and we will do our best to accommodate your order.

2. Order Processing Time

All orders are processed within 1–3 business days (Monday through Friday, excluding Canadian statutory holidays) after your order is confirmed and payment has been verified.

You will receive an email with your tracking information once your order has shipped. During peak periods (holidays, promotional events, new product launches), processing times may be slightly longer. We will notify you of any significant delays.

3. Estimated Delivery Times

Delivery times are estimated from the date of shipment, not the date of order placement. Actual delivery times may vary depending on your location, carrier capacity, and customs processing for international orders.

Destination Estimated Delivery Time Shipping Cost
Canada 3–7 business days Free on orders over $75 CAD; flat rate otherwise (calculated at checkout)
United States 5–10 business days Free on orders over $100 CAD; flat rate otherwise (calculated at checkout)
International 10–20 business days Calculated at checkout based on destination and package weight

Please note: These are estimates, not guarantees. Delivery delays may occur due to factors beyond our control, including weather, carrier delays, customs processing, and other unforeseen circumstances.

4. Free Shipping

We offer free standard shipping on qualifying orders:

  • Canada: Free shipping on orders of $75 CAD or more (before taxes)
  • United States: Free shipping on orders of $100 CAD or more (before taxes)

Free shipping thresholds are calculated on the order subtotal after any discounts or promotions have been applied. Free shipping applies to standard shipping only and does not apply to expedited shipping options, if available.

5. Order Tracking

Tracking is provided for all orders. Once your order has shipped, you will receive a shipping confirmation email containing:

  • Your unique tracking number
  • A link to track your package on the carrier’s website
  • Estimated delivery date

If you do not receive a shipping confirmation email within 3 business days of placing your order, please check your spam or junk folder. If it is not there, contact us at ntrldiff@gmail.com with your order number and we will provide an update.

6. Customs, Duties, and Taxes (International Orders)

For orders shipped outside of Canada, please be aware of the following:

  • Customs duties and import taxes: International orders may be subject to customs duties, import taxes, and other fees imposed by the destination country. These charges are the buyer’s responsibility and are not included in the product price or shipping charges on our website.
  • Customs processing: International shipments may experience delays due to customs inspection and processing. These delays are beyond our control.
  • Brokerage fees: Some carriers may charge brokerage fees for processing customs clearance. These fees are the buyer’s responsibility.
  • Regulatory compliance: It is the buyer’s responsibility to ensure that the products being ordered comply with all import regulations and restrictions of the destination country.

We are not responsible for any customs duties, taxes, or fees charged by your country’s customs authorities. We recommend contacting your local customs office for information on potential charges before placing an international order.

7. Shipping Carriers

We partner with reputable shipping carriers to deliver your orders, including but not limited to:

  • Canada Post
  • USPS (United States Postal Service)
  • UPS
  • Other carriers as needed based on destination and service availability

The carrier used for your order will be determined based on your shipping destination, package size, and available shipping options. The specific carrier will be identified in your shipping confirmation email.

8. Lost, Stolen, or Damaged Shipments

We take care to package all orders securely. However, issues can occasionally arise during transit.

8.1 Damaged Shipments

If your order arrives damaged:

  1. Take photographs of the damaged packaging and products immediately upon receipt
  2. Contact us at ntrldiff@gmail.com within 48 hours of delivery
  3. Include your order number, a description of the damage, and the photographs
  4. We will arrange for a replacement or full refund at no additional cost to you

8.2 Lost Shipments

If your tracking information shows that your package has not been delivered within the estimated delivery window:

  1. Wait an additional 5 business days beyond the estimated delivery date, as packages can sometimes experience unexpected delays
  2. Check with neighbors, building management, or other household members who may have accepted the delivery
  3. Contact the shipping carrier using the tracking number provided in your shipping confirmation email
  4. If the package is still unlocated, contact us at ntrldiff@gmail.com and we will initiate a lost package investigation with the carrier

Once the investigation is complete (typically 5–15 business days depending on the carrier), we will either reship your order or issue a full refund.

8.3 Stolen Shipments

If your tracking shows “delivered” but you did not receive the package, we recommend:

  1. Checking with neighbors, building management, or other locations where the carrier may have left the package
  2. Contacting the shipping carrier directly to verify the delivery location and request a proof of delivery
  3. Filing a report with your local police department if you believe the package was stolen
  4. Contacting us at ntrldiff@gmail.com with your order number and any relevant information

We will evaluate stolen package claims on a case-by-case basis and work to find a fair resolution.

9. Incorrect Shipping Address

Please ensure that your shipping address is correct at the time of checkout. We are not responsible for orders shipped to incorrect addresses provided by the customer. If you realize that you have entered an incorrect address, contact us immediately at ntrldiff@gmail.com. If the order has not yet shipped, we will update the address. If the order has already shipped, we may not be able to redirect the package, and additional shipping charges may apply.

10. P.O. Boxes and Military Addresses

We can ship to P.O. Boxes and military addresses (APO, FPO, DPO) within Canada and the United States. Delivery to these addresses may take longer than standard delivery estimates. Tracking availability may be limited for certain military addresses.

11. Contact Us

If you have any questions about our Shipping Policy or need assistance with a shipping-related issue, please contact us:

NTRL Diffuser Co
Email: ntrldiff@gmail.com
Address: 1320 Carling Ave, Ottawa, ON K1Z 7K8, Canada
Website: ntrldiffuser.com