Frequently Asked Questions

The Alive Health Experience

At ShopAlive.ca, our mission is: “To change the world through healthy living by putting YOU first.” Our team of Wellness Associates are dedicated to putting your health goals and aspirations into motion. We are people-focused, with knowledgeable and credible staff. Our secret for being in business since 1983 under our founder and owner Alice Chung is simple… we listen to your health concerns, together we provide options/solutions tailored for each individual and then with patience and commitment you arrive at your desired results! Our passion for health is undeniable and we cannot wait to welcome you, to a location near you.

Shipping

When will my order be shipped?
Your items will be shipped within 2-5 business days after the order has been placed. You will receive a shipment email notification once your order has shipped along with an estimated date and tracking information. In the event of supplier shortages or back-orders, we will inform you using the contact information provided on your order.
How long will it take to get my order?
Please see the Shipping and Returns page for details.
Can I pick up in store?
Online orders may only be shipped to you. If you wish to order in-store, please contact one of our locations directly.
What shipping carriers do you use?
Canada Post.
How can I track my order?
If available, we will send you tracking information via email once the item has shipped. You can track your order on Canada Post website with the tracking number provided.
Where’s my package?
We will email you each step of the way, so you know what stage your order is in at all times. The customer email process from us is as follows:
  1. Received your order email: We have received your order and we are ready to process it.
  2. Processing your order email: We are processing and preparing your order for shipment.
  3. Shipped your order email: We have shipped your order. There is an automatic email sent to the email address that you provided along with a tracking number (if available). You can track your package on Canada Post Website.
Where do you ship to?
We typically ship everywhere around the world where service is reachable via Canada Post.
What are the shipping rates?
It depends on the weight of your package and the place you want your items to be shipped. We offer free shipping within Canada and US on orders $99 and over.
Do you ship internationally?
We currently ship to addresses in Canada and the United States through our regular shipping and returns policy. For all other countries, a quote for shipping options will be emailed to you to choose and pay for before we complete your order.
For additional details, please see the Shipping and Returns page.

Returns & Order Cancellations

Can I make changes to an order after it has been shipped?
Unfortunately, after an order has shipped we are no longer able to change the order. However, depending on the return policy of the products, you may be eligible for a refund upon returning the product. See below for details.
Can I return my items online?
Please see the Shipping and Returns page for details.
How do I cancel items?
To cancel an order or items, please contact us.
For additional details, please see the Shipping and Returns page.

Coupons

Can I use in-store coupons on ShopAlive.ca?
In-store coupons are different than online coupons. Coupons that work for ShopAlive.ca will specifically mention “online” and/or “ShopAlive.ca”
I’m having problems with entering discount/gift card code.

Coupon codes may be case sensitive, and you will have to enter the code exactly as shown.

Please contact us if you continue to experience problems.

Do you sell gift cards?
We currently do not sell gift cards online.

Payment

What are the payment methods?
We currently accept MasterCard and Visa, WeChat Pay and AliPay.
When will I get charged?

We place an authorization on your credit card when you place your order. You will be charged when your order is complete and ready to be shipped out.

In the event of product shortages or back stock, you may receive a refund or only charged for the amount of items available.

Do I have to create an account before I make a purchase?
It is not necessary to create an account to make purchases. However, you must still include your contact, shipping, and billing information so that the packages, billing, and status updates may properly reach you.
Will I receive promotional emails after I create an account?
When you place an order with us and use your email address, you will not automatically receive promotional newsletters. You must subscribe to our newsletter, and confirm the subscription in an email sent to your inbox before receiving newsletters. If you have subscribed our newsletter, you will be receiving promotional emails occasionally from us. This is completely optional, and we will ask you to confirm before sending you any marketing material. You may unsubscribe at any time if you do not prefer to receive marketing newsletters through the link on the emails sent to you.
After my order has been confirmed, does that mean I am guaranteed to get my order?
Unfortunately, if we are out of stock, we will be unable to fulfil your order. In such cases, you will receive notice for refund or back-order as soon as possible.

Contact Us

How can I contact ShopAlive.ca?
In order to contact us, please fill out the form or give us a call here. A representative will typically get back you within 2 business days.