Shipping & Returns

Delivery and return policies for Dr. Chase Family of Care

We want you to be completely satisfied with your Dr. Chase products. Our shipping and return policies are designed to make your online shopping experience convenient and worry-free.

Shipping Information

Shipping Coverage

We ship Dr. Chase products to all provinces and territories across Canada. Unfortunately, we cannot ship to international destinations at this time.

Processing Time

  • Standard Orders: Processed within 1-2 business days
  • Large Orders: May require additional processing time
  • Holiday Periods: Extended processing times during peak seasons
  • Weekend Orders: Orders placed Friday-Sunday process on Monday

Orders are typically processed and shipped promptly during business hours

Shipping Options & Times

Standard Shipping (Canada Post)

  • Delivery Time: Business days (varies by location)
  • Cost: Calculated based on order value and destination
  • Free Shipping: Available on qualifying orders
  • Tracking: Provided via email once shipped

Expedited Shipping (Canada Post Xpresspost)

  • Delivery Time: Faster delivery available
  • Cost: Premium shipping rates apply
  • Tracking: Full tracking included
  • Signature Required: For high-value orders

Rural & Remote Areas

  • Additional Time: May require extra delivery time
  • Remote Areas: Some locations may have limited delivery options
  • PO Box Delivery: Available for most products

Shipping Costs

Shipping costs are calculated at checkout based on:

  • Order value
  • Delivery location
  • Shipping method selected
  • Current Canada Post rates

Free Shipping: Available on qualifying orders (threshold displayed at checkout)

International Shipping

Currently, we only ship within Canada. For international customers:

  • Contact Us: customerservice@stellacanada.com for special arrangements
  • Third-Party Services: We may recommend forwarding services
  • Future Plans: International shipping under consideration

Return Policy

Return Window

We accept returns within a reasonable timeframe of delivery for most items. Products must be:

  • In original, unopened condition
  • In original packaging with all labels intact
  • Accompanied by original receipt or order confirmation

Returnable Items

  • Unopened Products: All Dr. Chase products in original packaging
  • Defective Products: Items with manufacturing defects (any condition)
  • Wrong Items: Products shipped incorrectly by our fulfillment team

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened Personal Care Products: SNAP skincare, X-ZEMA (if opened)
  • Opened Liquid Products: KOLIK Gripe Water, Sweet Dreams, Koff & Kold (if opened)
  • Products Past Return Window: Items returned after return period expires
  • Damaged by Misuse: Products damaged through improper use

Note: We will accept returns on opened products only in cases of manufacturing defects or if we shipped the wrong item

Return Process

Step 1: Contact Customer Service

Email: customerservice@stellacanada.com
Include:
Order number
Product name and reason for return
Photos (if defective or damaged)

Step 2: Return Authorization

  • We'll email return instructions within 24 hours
  • Return authorization number provided
  • Prepaid return label (for defective items only)

Step 3: Package & Ship

  • Pack items securely in original packaging
  • Include return authorization number
  • Use provided return label or ship to our returns center

Step 4: Refund Processing

  • Processing Time: Several business days after we receive your return
  • Refund Method: Original payment method
  • Notification: Email confirmation when refund is processed

Return Shipping

Customer-Initiated Returns

  • Return Shipping Cost: Customer responsibility
  • Original Shipping: Not refunded (except for our errors)
  • Recommendation: Use Canada Post with tracking

Company Error Returns

We provide prepaid return labels when:

  • Wrong Item Shipped: We sent incorrect product
  • Defective Product: Manufacturing defect or damage
  • Our Shipping Error: Damaged during shipping

Return Address

Dr. Chase Returns
c/o Stella Pharmaceutical Canada Inc.
885 Don Mills Rd.North York, ON M3C 1V9

Please include return authorization number with all returns

Exchanges

Product Exchanges

We don't offer direct exchanges, but you can:

  • Return the original item following our return process
  • Place a new order for the desired product
  • Contact customer service for assistance with timing

Size or Formula Changes

For Dr. Chase products with different formulations:

  • KOLIK: Exchange between Original and Alcohol-Free versions
  • SNAP: Exchange between Regular and Gentle formulations
  • Process: Return original and reorder preferred version

Refund Information

Refund Timeline

  • Return Received: Processing time to inspect returned items
  • Refund Processed: Additional processing time after approval
  • Bank Processing: Additional time (varies by financial institution)
  • Total Timeline: Multiple business days from return receipt

Refund Methods

  • Credit Card: Original card used for purchase
  • PayPal: Original PayPal account
  • Debit Card: May process as credit refund

Partial Refunds

We may offer partial refunds for:

  • Products returned after standard return window (case-by-case basis)
  • Items with missing packaging but otherwise returnable
  • Bulk orders with partial issues

Damaged or Defective Items

Report Issues Immediately

Email: c customerservice@stellacanada.com with:

  • Order number and purchase date
  • Product name and specific issue
  • Photos showing damage or defect
  • Preferred resolution (replacement or refund)

Our Response

  • Immediate: Email acknowledgment within 24 hours
  • Investigation: Review of issue and photos
  • Resolution: Replacement shipment or full refund
  • No Return Required: For clearly defective items, we may not require return

Quality Guarantee

All Dr. Chase products are manufactured to pharmaceutical standards. If you receive a product that doesn't meet our quality standards, we'll make it right with a replacement or full refund.

Lost or Stolen Packages

Canada Post Delivery

  • Tracking Information: Monitor package progress online
  • Safe Delivery: Packages delivered to address provided
  • Signature Required: For high-value orders

If Your Package Goes Missing

  • Check with neighbors and household members
  • Contact Canada Post with tracking number
  • Email us at customerservice@stellacanada.com after reasonable waiting period
  • Investigation: We'll work with Canada Post to locate package
  • Resolution: Replacement or refund after investigation complete

Delivery Confirmation

  • Photos: Canada Post may provide delivery photos
  • Signature: Required for high-value orders
  • Safe Drop: Packages left in secure locations when possible

Special Circumstances

Holiday Shipping

Black Friday - Cyber Monday:

  • Extended Processing: Longer processing times during peak periods
  • Shipping Delays: Possible carrier delays during busy seasons
  • Cutoff Dates: Posted during holiday seasons for guaranteed delivery

Christmas Shipping:

  • Final Order Dates: Posted each year for holiday delivery
  • Expedited Options: Available until close to holidays
  • Holiday Closure: Business closure dates posted annually

Weather Delays

Severe Canadian weather may cause shipping delays:

  • Winter Storms: Delays in affected regions
  • Communication: Updates via email when delays expected
  • No Additional Charges: Weather delays don't incur extra fees

Address Changes

Before Shipping:

After Shipping:

  • Contact Canada Post: With tracking number
  • Forwarding Services: May be available for additional fee
  • Reshipment: May require new shipping charges

Wholesale & Bulk Orders

Large Quantity Orders

Orders of significant quantities:

  • Contact First: customerservice@stellacanada.com
  • Custom Shipping: Specialized handling available
  • Business Pricing: Wholesale pricing through Stella Health Solutions

Healthcare Professionals

Medical offices, clinics, and healthcare providers:

  • Professional Pricing: Available through our B2B program
  • Direct Shipping: To your practice location
  • Bulk Returns: Special return policies for professional accounts

Customer Service Support

Questions About Your Order

Include in Your Email:

  • Order number
  • Specific question or concern
  • Contact information
  • Preferred resolution

Order Tracking

  • Automatic Emails: Shipping confirmation with tracking
  • Canada Post Tracking: Track packages online at canadapost.ca
  • Delivery Updates: Email notifications for delivery status

Contact Information

Dr. Chase Customer Care
Email: customerservice@stellacanada.com

Mailing Address:
Dr. Chase (Stella Pharmaceutical Canada Inc.)
885 Don Mills Rd.North York, ON M3C 1V9

Business Hours: 
Monday - Friday: 9:00 AM - 5:00 PM ET 
Closed weekends and statutory holidays

We're committed to making your Dr. Chase shopping experience convenient and worry-free. Thank you for choosing trusted heritage care for your family.