Shipping policy
Shipping Rates
National delivery
All products include free delivery across Canada via Canada Post.
International delivery
We offer free shipping on orders of 140 €/CHF or more. For orders under 140 €/CHF, shipping rates vary depending on the estimate made by Canada Post.
Customs fees and import taxes
Super nurse cannot be held responsible for problems encountered with your customs authorities and delays caused by a customs hold. Unfortunately, we do not know the international customs policies specific to each country. It is therefore the customer's responsibility to familiarize themselves with all import policies which may include: customs fees, VAT or other taxes, and any other charges associated with importation. Please note that Super nurse does not collect the tax specific to your country (for example, EU VAT) and that you may be asked for it upon receipt of the package.
If in doubt, we will be happy to assist you to the best of our knowledge in the import process.
Processing and shipping
Unless exceptional circumstances prevent us from doing so, we will take all measures to fulfill your order within 2 to 8 working days (excluding weekends and public holidays) following the date of your order. Orders are processed throughout the week and delivered Monday to Friday, excluding public holidays. You will receive a new notification when your order has been shipped.
Why don't I have a tracking number?
Tracking numbers are only for orders of 500 grams or more. For packages weighing less than 500 grams we track internally, but will not be able to track your order if it is only a sticker, key ring or other light products.
What happens if I don't collect my package?
Although we offer free shipping on the majority of orders, it is your responsibility to track and collect the package once it has been shipped.
In the event that a package is not claimed or has been returned to us due to incorrect information during shipping, several options will be offered to you.
- You can pay shipping costs to return the order
- Request a refund of the order, the refunded amount will be deducted from the shipping costs of the item paid by Super Nurse
- Any solutions deemed reasonable by a Super Nurse support member
For any problems with your order, please notify support as soon as possible.
What should I do if my order is lost?
What should I do if my order is lost? All delivery estimates are based on quotes provided by the carrier, so they cannot be guaranteed. If your package is not delivered within the estimated window, it is very likely that there was a delay in transit.
We advise you to wait 14 working days following shipment before contacting us. Once deemed lost, we will be able to work with you to resolve the issue.
The package must be reported within 30 days of dispatch in order to offer a replacement, after this time we will be unable to offer a replacement.
Poste Canada
When an order is shipped with tracking, we recommend that you contact Canada Post with your tracking number if there is a problem in order to resolve it as quickly as possible. However, please feel free to contact us if you need our assistance or notify us of the situation.
If you would like assistance tracking your order or need to report a lost or missing package, you can contact us at supernurse_business@outlook.com.