Ordering, shipping & returns
How the client dispensary works, what shipping costs, and what happens if something isn't right. Last updated 30 August 2026.
Why it works this way
The products I carry are practitioner-grade, which means they're intended to be used with guidance rather than picked off a shelf. Dose, form, timing and interactions all matter, and I'd rather know your situation before you take something.
My product line is a careful selection from Cyto-Matrix and CanPrev, and I can special-order almost any other professional supplement on request.
Nothing here is required. Most clients change what they eat and never order a single product.
Monthly Order Day: the 15th
I place one combined order with my suppliers each month, on the 15th (or the next business day if the 15th is a weekend). Grouping orders keeps your prices lower, means your supplements arrive fresh from the supplier, and gives me time to check every request against your plan.
- Requests received by the 15th go into that month's order. Anything after the 15th goes into the next month's.
- Your products are usually ready about 5 business days after Monthly Order Day.
- Running low? Request a refill a few weeks before you run out, or ask for a standing monthly order and I'll include it every month, checking in with you first.
How ordering works
- You send a request from the dispensary in your client area. Nothing is charged at this point and no contract is formed.
- I review it against your plan and what I know of your situation. If something doesn't seem right for you, I'll say so rather than fill the order.
- I email you an invoice with a secure payment link, usually within one business day.
- You pay if you want to proceed. Up to that moment you can change or cancel the whole thing at no cost.
- I order it on Monthly Order Day (the 15th). When it arrives, about 5 business days later, I ship it to you or, for Kelowna residents, arrange free pickup or local delivery.
Payment is handled by a third-party payment processor. Card details go directly to them and are never seen or stored by Shoreline Nutrition.
Prices
All prices are in Canadian dollars and include applicable taxes where they apply. Prices in the client area are current at the time you look at them, and the invoice I send is what you'll actually pay — there are no additional handling charges added later.
Shipping
- Where: Canada only. I don't ship internationally.
- Cost: shipping costs are added to your invoice.
- Kelowna residents: free pickup or local delivery, by arrangement.
- Processing: orders are placed on Monthly Order Day (the 15th) and go out once they arrive, usually about 5 business days later.
- Transit: typically two to five business days in BC and Alberta, five to ten elsewhere in Canada. Remote and northern communities take longer.
- Tracking: emailed to you when the parcel ships.
Once a parcel is with the carrier, delivery timing is out of my hands. If it goes missing, tell me and I'll open a trace and sort it out with you.
Returns
Supplements are consumable products taken into the body, so returns are necessarily limited — a bottle that has left my hands can't safely be resold to someone else. Here's exactly where you stand:
Unopened products
Returnable within 30 days of delivery, in original sealed condition, for a full refund of the product price. Return shipping is yours unless the error was mine.
Damaged, incorrect, or expired on arrival
Entirely my problem. Tell me within 7 days of delivery, send a photo, and I'll replace it or refund it in full including all shipping. You won't need to return anything.
Opened products
Not returnable for health and safety reasons, and this is standard across the industry. But if a product genuinely doesn't agree with you, contact me — I'd rather find you something that does than have you write off the money. I handle these case by case and I'm not difficult about it.
How to start a return
Email melliswallace@gmail.com with your name and what you ordered. Refunds go back to the original payment method within 10 business days of the return arriving or being approved.
If something goes wrong with a product
Stop taking it. If you're unwell, contact your doctor, pharmacist, or your local poison control centre — do that before you contact me. Then tell me what happened, because I need to know and because a reaction to a licensed product can be reported to Health Canada, which I will help you do.
Cancelling an order
Before you've paid the invoice: just tell me, no cost, no explanation needed. After payment but before it ships: tell me quickly and I'll cancel and refund in full. Once it's shipped, the return terms above apply.
Questions
melliswallace@gmail.com — I reply within one business day.