Last Updated: March 26th, 2025
We may update this policy from time to time to reflect changes in our operations, services, or applicable laws. However, any policy in place at the time you place your order is the one that applies to you — even if we update it before your order ships. New versions of this policy only apply to orders placed after the effective date listed above.
At True North Protein, we want to make sure you’re taken care of — from the moment you place your order to the very last scoop. This policy covers everything you need to know about shipping, returns, and refunds.
We ship orders the same day or within 1 business day, Monday through Saturday. Orders placed between 12:00 AM and 11:00 AM PST ship out the same day. Anything placed after 11:00 AM PST will ship the following business day.
We do not ship on Sundays, statutory holidays, or any day Canada Post is closed. In those cases, your order will ship the next day Canada Post is open.
All orders are shipped via Canada Post. Our standard method is Expedited Parcel™, which includes tracking, delivery confirmation, and up to $100 in insurance. Most Expedited shipments arrive within 1 to 7 business days, depending on where you live. This method does not include a guaranteed delivery date.
We also offer express paid upgrades at checkout:
All shipping methods — including Expedited — are eligible for same-day shipping if the order is placed before 11:00 AM PST.
Orders over $100 CAD qualify for free shipping anywhere in Canada. We ship these orders using Canada Post Expedited Parcel™, our standard method that includes tracking, delivery confirmation, and insurance. This will appear automatically at checkout once your order qualifies.
If you’d prefer a faster service — like Xpresspost™ or Priority™ — you’ll have the option to upgrade at checkout, with the cost based on your location.
As soon as your order ships, we’ll email you a tracking number so you can follow your package every step of the way.
We stand behind every scoop. If you’re not completely satisfied, just let us know within 45 days of receiving your order — and we’ll make it right. Taste-related concerns must be reported within 7 days of receiving your order.
Depending on the situation, that might mean:
Opened products may be eligible for return if more than 90% of the contents remain. This helps us verify product quality and maintain fairness for all customers.
For repeat or bulk returns, we may ask you to cover return shipping. What we consider fair depends on the situation — including how much of the product was used, how many returns you’ve had before, or whether the issue was within our control. Either way, we’ll work with you to find a reasonable solution.
If your order arrives damaged, missing items, or you received the wrong product, let us know within 7 days of delivery. We’ll make it right — whether that means sending a replacement or issuing a refund.
Postage is fully covered for all damaged or incorrect orders. Just reach out with your order number and a quick description (photos help), and we’ll take care of the rest.
If your tracking shows “Delivered” but you didn’t receive your package, contact us within 5 days of the delivery date. We’ll open a trace with Canada Post and investigate. If your order is confirmed lost or stolen, we’ll offer either a refund or replacement depending on the situation.
We aim to make refunds as smooth and straightforward as the rest of your experience with us.
Once your return is received and approved, we’ll issue your refund within 3 business days to your original payment method. You’ll also receive a confirmation email as soon as it’s processed.
After the refund is issued, funds usually appear on your statement within:
Timelines may vary slightly depending on your bank, credit union, or card provider.
We’ll also refund your original shipping charges if the issue was on our end. This includes:
If you need to report an issue, start a return, or follow up on a shipment, we’re here to help.
Here’s what to do:
8:30 AM – 4:30 PM PST, Monday to Sunday
For details on how your personal information is handled during the return or refund process, please refer to our Privacy Policy.
Free Tracked Shipping Canada-Wide on Orders Over $100.