Healthy Planet Reviews 39,597

Reply from Healthy Planet

7 days ago

Unfortunately, it does appear that 'protonmail' servers tend to block our automated shipping/tracking notifications.

When I check (even through your previous order history), I can see that even prior orders where we attempted to automatically email you the notifications regarding shipping, etc. -- they all bounced back from the email as undeliverable. When we followed up with IT, they did advise that this appears to be an issue with protonmail due to their enhanced security measures.

As a possible workaround (if you don't have an alternate email address, like a Gmail or Outlook), you could just send us a quick email after placing an order, and we can reply directly with the tracking details and manual notification for delivery update/estimate.

In terms of the delivery on your most recent order, from the tracking it looks like it was at the Purolator facility on the Friday, and they mis-sorted it, so it got delayed until the following business day and was then delivered on the Monday -- or are you suggesting it was actually delivered on the Tuesday and not the Monday?

With scenarios like this, it's often an error on their end with scanning the updates on the tracking -- certainly, your parcel would never be left sitting on a hot truck overnight and then delivered the next morning. It was likely kept in their warehouse/sorting facilities, which are temperature-controlled and air-conditioned.

That being said, if you're not comfortable using the products due to this -- we can also always arrange a return for a full refund. You can just let us know via our Customer Service email at support@healthyplanetcanada.com

Sincerely,
Nicholas

Reply from Healthy Planet

Jun 3, 2026

Hi Natasha,

Certainly, we want to ensure the Return Policy is as easy as possible for our customers.

We've worked on trying to make things a little easier in terms of if you're returning to a store location, as now you can simply go to the store *without* needing to contact us first.

As long as you have the Order # handy and provide it to the store staff, they will be able to process the return, refund, send you a confirmation while you're in-store, etc. You don't need to have any sort of back-and-forth with our Online Customer Service for approval first now.

As well, in terms of if it's not possible for a customer to return to a physical store location (perhaps if they live outside of Ontario or simply cannot travel to a store location), we now also have the option of scheduling a pick-up directly to an address, emailing a barcode instead of forcing you to print the physical label, etc.

In the future, we hope to streamline this process even further, so you'll see the option to initiate returns, cancellations, etc., everything yourself from within your account, similar to Amazon.

Sincerely,
Nicholas

Reply from Healthy Planet

Jun 3, 2026

Kind Regards,

Thank you for this honest feedback -- we do care about delivery issues, genuinely, it's just unfortunate that Canada Post usually takes a long time to 'initiate' or update/conclude an investigation when it comes to misdeliveries or missing key for parcel locker situations.

As per your emails to our support team, we opened an investigation with Canada Post via our dedicated business representative for them on May 25th, immediately after speaking with you over email. (Canada Post Service Ticket Number: 163359258).

We have not heard back on this yet -- hence, we have not reached back out yet. Canada Post assured us that you would be contacted in this matter once they had concluded their investigation. I'll reply privately (directly) to your email as well to verify that you haven't heard anything from them yet -- as if that's the case, we can proceed further on our end with a solution for this delivery problem. My sincere apologies.

Sincerely,
Nicholas