Shipping policy

R12 HEALTH

SHIPPING POLICY

Last Updated: June 24, 2026

Thank you for shopping with R12 Health.

This Shipping Policy explains how orders are processed, shipped, delivered, and managed. This Shipping Policy forms part of the R12 Health Terms of Service.

 

 

1. ORDER PROCESSING

Orders are typically processed within one (1) to three (3) business days after payment has been successfully received and verified.

Processing times may vary during:

  1. Product launches

  2. Promotional events

  3. Holidays

  4. High-volume periods

  5. Inventory restocking periods

Business days do not include weekends or statutory holidays.

Order processing times are separate from shipping transit times.

 

 

1A. PRODUCT LAUNCHES AND HIGH-DEMAND PERIODS

During product launches, founder campaigns, promotional events, holiday periods, or unusually high order volumes, order processing and shipment preparation times may exceed normal estimates.

R12 Health reserves the right to extend processing timelines where reasonably necessary to maintain order accuracy, product quality, regulatory compliance, and customer service standards.

Customers will be notified of significant delays where practical.

 

 

2. SHIPPING DESTINATIONS

R12 Health currently ships to locations where our products may legally be sold and delivered.

We reserve the right to:

  1. Restrict shipping to certain jurisdictions

  2. Refuse shipments to certain locations

  3. Modify available shipping destinations at any time

Availability may vary based on regulatory requirements and carrier limitations.

 

 

3. SHIPPING METHODS

Available shipping options will be displayed at checkout.

Shipping methods may include:

  1. Standard Shipping

  2. Expedited Shipping

  3. Express Shipping

Delivery estimates are provided by shipping carriers and are not guaranteed.

 

 

4. SHIPPING COSTS

Shipping charges are calculated at checkout.

Shipping rates may vary based on:

  1. Delivery location

  2. Order value

  3. Package size

  4. Package weight

  5. Shipping method selected

Any applicable taxes, duties, customs charges, brokerage fees, or import fees are generally not included unless expressly stated.

 

 

5. DELIVERY ESTIMATES

Estimated delivery times are provided for informational purposes only.

R12 Health does not guarantee delivery dates.

Delivery times may be affected by:

  1. Weather conditions

  2. Customs inspections

  3. Carrier delays

  4. Transportation disruptions

  5. Public holidays

  6. Regulatory reviews

  7. Force majeure events

Delays do not automatically qualify an order for refund or cancellation.

 

 

6. ORDER TRACKING

Where tracking is available, customers will receive shipment confirmation and tracking information after the order has shipped.

Tracking updates are provided by third-party carriers and may not update immediately.

R12 Health is not responsible for carrier tracking system errors or delays.

 

 

7. ADDRESS ACCURACY

Customers are responsible for providing accurate and complete shipping information.

R12 Health is not responsible for:

  1. Incorrect addresses

  2. Incomplete addresses

  3. Delivery delays resulting from inaccurate information

  4. Additional shipping charges arising from address errors

Once an order has entered fulfillment, address changes may not be possible.

If an order requires address correction after shipment has been initiated, additional carrier fees, rerouting charges, return fees, or reshipment costs may apply and may be charged to the customer where permitted by law.

 

 

8. LOST, STOLEN, OR MISSING PACKAGES

If a package appears lost, customers should first contact the carrier and review tracking information.

Packages marked as delivered by the carrier may not be considered lost.

Packages marked as delivered by the carrier to the address provided during checkout may not be eligible for replacement or refund.

Customers are responsible for providing a secure delivery location and should promptly contact the carrier regarding delivery disputes.

R12 Health reserves the right to investigate delivery claims before issuing any replacement, refund, or store credit.

Claims for lost packages should be submitted within fourteen (14) days of the carrier's indicated delivery date.

 

 

9. DAMAGED SHIPMENTS

Customers should inspect deliveries immediately upon receipt.

If a shipment arrives damaged, please contact:

info@r12health.com

within seven (7) days of delivery.

Please provide:

  1. Order number

  2. Description of the damage

  3. Photographs of the product

  4. Photographs of the shipping packaging

R12 Health reserves the right to evaluate claims before issuing replacements, refunds, or store credits.

 

 

9A. PRODUCT STORAGE AFTER DELIVERY

Customers are responsible for retrieving deliveries promptly and storing products according to product labeling and storage instructions.

R12 Health shall not be responsible for product deterioration, damage, reduced effectiveness, spoilage, exposure to excessive temperatures, moisture, sunlight, freezing conditions, or other environmental conditions after delivery has been completed.

 

 

10. INTERNATIONAL SHIPPING

Customers outside Canada are responsible for:

  1. Customs duties

  2. Import taxes

  3. Brokerage fees

  4. Regulatory compliance

  5. Import permits where required

R12 Health makes no representation that products are approved or permitted for importation into every jurisdiction.

Customers are responsible for verifying local laws before placing an order.

 

 

11. CUSTOMS DELAYS

International shipments may be delayed by customs authorities.

R12 Health is not responsible for delays resulting from:

  1. Customs inspections

  2. Customs holds

  3. Import reviews

  4. Governmental actions

Customs-related delays are outside our control.

 

 

12. REFUSED SHIPMENTS

If a shipment is refused by the customer or returned due to:

  1. Incorrect address

  2. Failure to collect

  3. Failure to pay customs fees

  4. Refusal of delivery

R12 Health may deduct:

  1. Shipping costs

  2. Return shipping costs

  3. Carrier fees

  4. Customs charges

  5. Processing fees

from any applicable refund.

 

 

12A. RETURNED-TO-SENDER SHIPMENTS

If an order is returned to R12 Health by the carrier due to:

  1. An incorrect address

  2. Failed delivery attempts

  3. Refusal of delivery

  4. Failure to collect the shipment

  5. Other customer-related reasons

R12 Health may, at its sole discretion:

  1. Reship the order at the customer's expense;

  2. Issue a partial refund after deduction of applicable shipping, handling, carrier, customs, or processing fees; or

  3. Refuse a refund where permitted by applicable law.

Products returned in unsellable condition may not be eligible for refund.

 

 

13. PRODUCT AVAILABILITY

Orders remain subject to product availability.

If inventory becomes unavailable after an order is placed, R12 Health may:

  1. Cancel the order

  2. Delay shipment

  3. Offer an alternative product

  4. Issue a refund

 

 

14. FORCE MAJEURE

R12 Health shall not be liable for shipping delays, delivery failures, fulfillment interruptions, or inability to process orders caused by circumstances beyond our reasonable control, including:

  1. Natural disasters

  2. Floods

  3. Fires

  4. Severe weather

  5. Pandemics

  6. Public health emergencies

  7. Labor disruptions

  8. Transportation failures

  9. Supply chain shortages

  10. Government actions

  11. Cybersecurity incidents

  12. Carrier delays

  13. Customs disruptions

 

 

15. CHANGES TO THIS SHIPPING POLICY

R12 Health reserves the right to modify this Shipping Policy at any time.

Updated versions will be posted on our website together with a revised "Last Updated" date.

Continued use of the Services following publication of updates constitutes acceptance of the revised Shipping Policy.

 

 

16. CONTACT US

If you have questions regarding shipping, please contact:

R12 Health Inc.

Email: info@r12health.com

Privacy: privacy@r12health.com

Website: www.r12health.com

Oshawa, Ontario, Canada