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FAQ For Online Order

How can I be sure that shopping on-line at this site is safe? uses SSL Technology (Secure Sockets Layer) to process credit card transactions. We use industry standard encryption technologies when transferring and receiving data that you exchange with our site. This same industry standard SSL Technology is used by major banks and stock brokerage firms. This encryption procedure "scrambles" the information you send to us and makes online transactions extremely safe.

How do I know if the page is secured or not?
There are two ways to see the security at work on this site. The first way to tell if a page is secure is in the address bar. As you will notice some pages start with the letters http:// - these are non-secured pages that are only showing general information. Secured pages show https:// in the address bar; these pages are encrypted to provide the utmost in security. uses secured pages on any page that requires you to enter sensitive personal information, ensuring your information is secure. The second way to know if you are on a secured page is by looking at the top of your browser. Secured pages will show a lock, letting you know that the web page you are on is secure.

I just ordered, but Im not sure if my order went through.
You will receive an automatic confirmation to the email address you provide. Please check your email in a few minutes to make sure your order was received. If you did not receive a confirmation, your order did not go through, or your confirmation was not able to be delivered. A confirmation can fail to be delivered if you typed in your email address incorrectly, or the confirmation was blocked by your email provider. If you have spam blocker, please remember to include in your contact list so you can receive your confirmation. Please call -519-325-0118 or email to make sure we received your order if you are still unsure. Once your order is received and processed we will send you your tracking number.

I am trying to place an order online but I am having trouble.
If you are unable to order online, please call us at 1-519-325-0118 to order by phone and we will be happy to assist you. If you call before or after business hours, you can leave your order, shipping and billing information, credit card information and order on our voicemail and well be happy to call you with a confirmation. If you would prefer, leave your phone number or email contact and we can contact you directly to place your order.

How do you ship?
Currently ships with Canada Post courier service. Isagenix supplements and nutritional products if perishable will drop ship through Isagenix via UPS. Communication

What are your shipping charges?
The standard delivery shipping rate to most Canadian destinations is $12.
The standard delivery shipping rate to Continental U.S. destinations is $15.
The standard delivery shipping rate to Hawaii, Alaska, & U.S. Territories is $25
Heavy Items: Additional shipping charges for items of heavy weight or items that have an irregular shape - these items will be marked with a HEAVY ITEM ADDITIONAL SHIPPING. If the item you are purchasing shows a HEAVY ITEM ADDITIONAL SHIPPING there will be an additional charge of $8.00 per item for Canadian Addresses, $15.00 per item for US Addresses.

Do you ship overseas?
Yes we do ship overseas but, all overseas orders must complete payment by Pay Pal. Credit card payment is not accepted for overseas orders. If the customer wishes to arrange for their own overseas shipping, they will be required to pay the shipper directly. Please contact us for shipping fees prior to placing your order.

Can my "ship to" address be different than my "bill to" address?
Yes, but please be aware that for security purposes your billing address must match that on file with your credit card company.

When will my order ship?
We will e-mail back within 24-48 hours, confirming in-stock items and explaining your total charges for all online orders. In-stock orders ship the next business day after you receive your confirmation. Please keep in mind that sometimes our suppliers run out and some items may need to be special ordered which may require a delay of a few days or even weeks before we are able to ship. We appreciate your patience, and will fill your order as soon as we get the stock. In the meantime, we will update you with an approximate arrival date. If you prefer not to wait for a delayed item, we will happily cancel your order and refund the full purchase amount on your credit card. Orders placed after noon on Fridays or over the weekend will not ship until Monday.

What methods of payments are accepted?
We accept Visa, MasterCard and Pay Pal. Sorry, no CODs or personal cheques.

What currency will I be charged in?
We are a Canadian company and so by law have to invoice in Canadian funds. U.S. orders will be billed in Canadian funds, with the purchase price being converted back to U.S. funds by the credit card company. This amount will vary depending on the exchange rate of the credit card company.

What about sales tax and duty?
Orders shipped to areas outside of Canada are NOT subject to Canadian tax. It is the customer's responsibility to pay any customs, duties or taxes for any goods shipped to an international address. Any shipping charges for packages returned as a result of a customer's failure to pay customs, duties and taxes will be billed to that customer.

The amount of tax charged on Canadian orders depends on many factors, including the destination of the shipment and the type of item purchased. All items shipped to destinations in Canada are subject to Canadian Goods and Services Tax ("GST") at 5%. In addition, the following Provincial Sales Tax ("PST") or Harmonized Sales Tax ("HST") might apply, depending on the item and the destination of the shipment:

  • Nova Scotia: HST at 15% (including GST portion)
  • Prince Edward Island: HST at 14% (including GST portion)
  • New Brunswick, Newfoundland and Ontario: HST at 13% (including GST portion)
If you purchase an item and have it shipped to a province other than the ones listed above, you might be required to self-assess PST and remit the amount in accordance with the applicable law of that province.

When is my credit card charged?
All orders are processed immediately however, we will not charge your credit card until the order is ready to be shipped. We do not believe you should have to pay ahead of time for a product that is not ready to be delivered.

Can I cancel my order?
If the order has not yet shipped, we can change or cancel your order if you notify us. If it is a special order and the process has started on these items then the order cant be cancelled. Please review your order carefully during checkout to make sure it is accurate. If you need assistance feel free to contact us.

What about packages lost in shipping?
Due to the high level of fraud, our shipping policy is once an order leaves our location, the shipper (Canada Post) becomes the responsible party. If your shipment is lost or damaged, we will file all paperwork necessary to start an investigation with the shipping company. We will make every effort to recover your loss for you. A replacement or refund will not be given until the investigation is complete and a claim has been issued and paid.

What do I do about damaged packages?
If your package is damaged in any way, call 1-519-325-0118, or e-mail immediately after you receive it and tell us about it. Please take a photo of the damaged packaging or items if possible, so that we have record for Canada Post. Do not return the package without contacting us first and hang on to all the packaging materials as these may be required in satisfying any claim with the carrier. We will give you the necessary instructions for its return and timely replacement.

What are your policies on returns and exchanges?
Customer satisfaction is our primary concern at If you are not 100% satisfied with your order, please contact us within 10 days of the date of purchase and we will correct the issue to your satisfaction immediately. Sometimes it is necessary to return or exchange an item and we want to make it easy. If you are not satisfied with your order, simply call us at 1-519-325-0118 or e-mail us at and we will provide you with a refund request number (this number must be included with your item; on the outside of the box; when returned or it will NOT be accepted). The item must be returned in its original condition within 10 days of receiving it. Upon receipt of your merchandise, will immediately replace the item (as previously agreed upon) or refund your payment. E-Commerce payments will be credited directly to the credit card or Pay Pal account used for the transaction. Please note that Shipping Charges WILL NOT be reimbursed. If you receive an item with a manufacturing defect, or there is an incorrectly shipped item, we will replace or refund the returned item including shipping costs once we have received it.

To return your item(s) please carefully read and follow the Return/Exchange Guidelines:
All special orders are not eligible for exchange or refund.
Please thoroughly check all merchandise when it arrives. All incorrect, missing, or damaged merchandise must be reported immediately and all packaging materials must be kept as these may be required in satisfying any claim with the carrier.

All returns must be authorized. Please call us from Monday to Friday at 519-325-0118 from 9:00 am until 5:00 pm (Eastern Standard Time) for a return authorization number and instructions on how to proceed with the return of the item(s).

Authorized merchandise may be returned for exchange or refund within 10 days of purchase.

Items determined to have a manufacturer defect will have the return shipping costs refunded. The refund will not exceed the amount charged by for the original shipment of the item.

Please include your receipt (if available) and/or a note that gives us your name, address, daytime phone number and a brief description of how you wish your return to be resolved.

Please allow approximately 2 weeks transit time prior to checking on the status of your returning shipment.

All Returning merchandise must be in its original condition which includes any factory packaging and all giftware remain unopened in the original box.

Merchandise that is deemed defective may be inspected by a factory representative before a replacement or refund is issued.

Please wrap the returning merchandise carefully and remember the return authorization number needs to be displayed on the outside of the package prominently.

If you are shipping from outside of Canada, please describe the contents as Canadian Goods Being Returned.

All returning merchandise from the United States must travel only by the United States Postal Service. Please do not ship any merchandise back by courier (example UPS) because these shipments would be subject to duty, taxes, and/or brokerage fees. All returning packages subject to brokerage or duty will be refused. is not responsible for a returning package that is damaged or lost. A claim should be made to the carrier entrusted with the returning package.

What happens if I don't pick up my package?
Upon receipt of your merchandise back to will refund your payment. E-Commerce payments will be credited directly to the credit card account or Pay Pal account used for the transaction. Please note that the initial Shipping Charges WILL NOT be reimbursed as well as any new Shipping Charges charged by the courier returning the package also WILL NOT be reimbursed.

How can I get on your mailing list?
We are committed to building a loyal customer base and have created a mailing list to keep our customers' informed of upcoming promotions, special offers, new products, and new website features. To join, please click on the link on our website home page. If you've ordered from us before you will already be on the list. You may choose to be removed from this list at any time. Your information will be kept by and not sold or given to any other companies.

That has got to be a pricing error or misprint?
We take extra effort to ensure that our pricing and product information is accurate and up to date, but sometimes errors occur. In the event of an error in product price, availability, description or other material detail, reserves the right to cancel any order placed, or limit quantities. Prices are subject to change without notice and are limited to stock on hand.

General Hours of Operation:
Monday........ 9am - 7pm
Tuesday....... 10am - 7pm
Wednesday.... 9am - 3pm
Thursday...... 9am - 7pm
Friday............ 9am - 7pm
Saturday....... 9am - 1pm
Sunday......... Closed for Yoga
By Appointment Only
The clinic is closed during all Statutory Holiday Weekends.
Cancellation Policy:
12 hours notice is required for any scheduled time changes or cancellations.

Appointments cancelled within 1 hour of appointment time or missed completely, are subject to a $25 fee due at the following visit. Excessive abusive of appointment times will result in 100% charge of scheduled appointment time.
Please note that all cancellations must be made by phone.

FAQ For Online Order


Body Kneads Massage, Acupuncture & Wellness Centre | Phone: 519-325-0118 | E-mail:

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FAQ- Online Order


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