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    FAQs

    We know there’s still lots of confusion about plant based alternatives to plastic and planet love. It’s our goal to help demystify all the science-speak with as much everyday language as possible. You’ll find some of the most common questions we receive as well as what do do if you have any questions regarding your order below. If you need any further assistance, please get in touch.

    Materials

     What is a bioplastic?  

    Typically, when you see something labelled as a “bioplastic”, it means that plastic material contains a certain amount of plant-based content. For a while, the amount of bio-based content required to call something a “bioplastic” was moving toward a standard, but that seems to have fallen by the wayside. What’s happening instead is the term “bioplastics” is getting used to loosely describe any plastic material that includes some renewable content and is labelled as an “Other #7”.


    We’ll be using the term “bioplastic” to mean a material with at least some renewable plant-based content that can be recycled and mixed together with traditional petroleum plastics classified from #1 to #6. Our bioplastics are chemically equivalent to their petroleum counterparts in processability and performance. Head over to our bioplastics page for more deets on this.


    What do you mean by plant-based plastic? Is it different than a bioplastic? And what's this PLA thing you keep mentioning? 

    There are lots of different terms used to describe bio-based materials and bioplastics. That’s why we like to keep things real-world and easy to understand by using the term “plant-based” when referring to the renewable material in our products and packaging. We also add the exact percentage of plant-based material so you know exactly what you’re getting—for instance, our biodegradable PLA cupcake packaging is made from 99% plant-based material.

    What is PLA?

    PLA, known as polylactic acid or polylactide, is a biodegradable thermoplastic derived from renewable resources (in simple terms, a plastic that can be heated and cooled multiple times that can also break down into natural elements at the end of its useful life). Most of the “compostable” packaging you’ll currently find on the market is produced using a PLA base because it’s currently the most cost-effective option. If you want to learn more about the different types of plant-based plastics, check out our Bioplastics page.

    What is Bio-PET?

    Bio-PET is a PET #1 plastic material that contains up to 30% plant-based content. It is identical to PET in every way and processes, forms and performs because it is PET. The only difference is that 30% of the raw materials come from renewable resources instead of fossil fuels.


    A direct drop in replacement for rPET, aPET or PLA, our Bio-PET has the same clarity, the same barrier properties and no changes whatsoever in temperature resistance – either hot or cold. Plus, Bio-PET not only contains up to 50% recycled content, but it can be co-mingled with any PET material, recycled and re-used through any curbside program that accepts PET #1.


    Head on over to our Rollstock page if you’re interested in learning more about our different plant-based formulations and where you can get in touch to learn more about how you can start using this new material.

    Is your food packaging available in both PLA and Bio-PET?

    Our certified compostable plant-based packaging made from PLA is available to buy online in all of our most popular designs. If you’re interested in making the switch to Bio-PET food packaging, let’s talk so we can set up a program just for you.


    We can design a custom package for you in either material. One material may work better for your specific performance or usage requirements, we’d love to talk to you more about how to make your switch to plant-based as easy as possible.


    What is your material made of?

    If it’s our food packaging, we currently use a base of either a PLA or Bio-PET. Today, the main feedstocks used to produce plant-based materials are corn starch and sugarcane, and the type of feedstock used is dependent on where in the world the material is being produced. As technology advances, we’re seeing feedstock sources change and evolve quickly to include more fringe crops, agricultural waste and micro-organisms. We continue to add to our material portfolio as and when new options become commercially viable, meaning when prices come down to an acceptable level and there’s adequate supply of the material.


    From the base material, our technical team adds additional “herbs and spices” to make it perform at optimum levels. Our bins and totes are primarily I’m Green™ by Braskem and our desk accessories are made from a proprietary blend that our brainy scientists developed in-house. Our takeout packaging is made from bagasse (sugarcane) or SFI (Sustainable Forestry Initiative) paperboard.

    What if i'm allergic to corn?

    The chemical substance in corn that causes allergic reactions, the allergen, is called profilin. Profilin is a protein that breaks down and be completely destroyed at temperatures over 55°C. In order to produce PLA bioplastic resin, the initial raw material, corn, goes through the following high heat processes:

    1. Starch is extracted from the corn. Corn, depending on its source, contains about 5-9% protein and 60-65% starch. In order to extract the starch, corn gets cleaned and then goes through steeping (wet milling) where it gets soaked in water above 50°C) for over 40 hrs to break the starch and protein bonds. Then the starch is separated from gluten by centrifugation. At this point it might still contain about 1% protein. In order to remove the last traces of protein, it goes through multiple wash cycles. 

    2. The resulting starch is converted to D-glucose (dextrose) and then to lactic acid. 

    3. The lactic acid is then “polymerized” to produce PLA resin at over 200°C. 

    Given the long timeframes of applied heat, plus the final polymerization stage where the temperature far exceeds the level at which corn proteins can remain intact, the resulting PLA resin is free from any trace of initial substances, particularly, the immunologically reactive allergen, profilin. We want to make sure you have the information you need to make an informed decision for your health and well-being. If you have further questions regarding allergens, please contact us directly for more information or reference material. 

    Are the plants that you use taking away from the food supply?

    Corn is currently the main source of raw materials in North American sourced PLA based bioplastic because it’s incredibly abundant. In commercial farming facilities, not all corn goes to sit on the dinner table, and there are by-products made available through the corn refining process. For instance, a corn crop could be used to make a combination of corn oil, animal feed, sweetener or maybe even plant-based plastics. Altogether, bioplastics use less than 1% of global corn supply annually. Compare that with the 33% of food that gets wasted every year… The impact of plant-based plastics on food supply is extremely small. 

    The bagasse we use in our takeout packaging is a by-product of sugar cane production and our SFI paperboard follows strict certification guidelines in sourcing responsibly from forests. You can learn more about the certification at sfiprogram.org.

    Do your products contain toxic chemicals like BPAs or phthalates?

    Absolutely not! We are 100% committed to keeping BPAs, phthalates, fluorocarbons, phytoestrogens and all those other nasty chemicals out of our packaging and products. Check out the list of things you won’t find in our stuff here.

    Do you sell resin? 

    We specialize in transforming plant-based ingredients into finished goods, which means we get to see a lot of the latest and greatest ingredients out there, including resin. Check out our polymer engineering page for more information and get in touch if you’re after something unique. Our CTO will love you for it!  

    How do you brand your products, so your customers know they are plant-based? How do you suggest communicating this to my customers? 

    If we’ve learned one thing, it’s that we’re all super confused about what all these environmental checklists, certifications and claims really mean! We got some really good guidance early on to “keep it simple, cupcake” and continue to recommend taking a “just the facts” approach to the messaging around sustainability. There’s a lot of greenwashing in this industry, and we’re committed to keeping on a path that doesn’t add to the muck!

    You’ll see us consistently focused on delivering just a couple key facts about our plant-based products that we know matter most to consumers:


    1. The % of plant-based content

    2. What you can do with it when you’re done – recycling or compost symbols, as appropriate

    You’ll notice there isn’t a ton of marketing messages all over our food packaging. We’ve heard you - the focus needs to be on your products, not us! 🤐😁


    If you have more questions on how to let your customers know about your focus on sustainability, we’re here to help! Reach out to your account manager or please get in touch.

    If your PLA food packaging is made from 99% plant-based content, what’s the 1%? 

    You know that soap example where it’s 99.9% pure? We’ve got a little bit of that going on to make sure we stay in the “under promise, over deliver” camp. The majority of our food packages are USDA Certified Biobased Products made from 100% plant-based content.


    In some cases, a specific customer might need an extra boost of durability or color, so we add an additive that may reduce the plant-based content closer to 99%. These additives are FDA approved and contain no chemicals of concern. We use the same thermoforming mold to produce all material variations of our food packaging, so you know you’re getting a minimum of 99% plant-based content.


    All our food packaging labelled as 99% plant-based has also been tested according to ASTM D6400 to ensure it will break down within 180 days in an industrial compost facility.


    What about Bio-PET? If it's made with up to 30% plant-based content, what's the rest?

    The remaining 70% is made from a mix of materials, including our own post-industrial recycled Bio-PET, rPET and in some cases through special order, post-consumer recycled PET (PCR). We’ve increasingly been asked for a material that’s readily accepted in most curbside recycling programs, can contain recycled content and also reduces their use of fossil fuels. This baby fits the bill!


    As for BPAs, phthalates and other nasty stuff, just like all our products, our Bio-PET does not contain any chemicals that are potentially harmful to human health or the environment. Not now, not ever.

    Is your PLA and Bio-PET packaging CFIA/FDA approved for food contact?

    Yes! Bio-PET ingredients are suitable for food applications and are approved by both the CFIA and FDA. Our PLA packaging material ingredients have all been FDA approved, and the majority of our formulations are also CFIA approved. For more information on specific approvals by individual material grade, please get in touch. 

    End of Life Options

    What does biodegradable mean? What does compostable mean? And what the heck is the difference?

    Long story short: “biodegradable” means a product will break down into elements found in nature over time. The biodegradation process and timeline is dependent on the surrounding environmental conditions (e.g. location or temperature), and there is no regulated timeline in which a material labelled as biodegradable must break down. “Compostable” means a product will break down in a commercial composting facility into elements found in nature and be usable as soil within 180 days. This regulated timeframe is what creates the big difference between a product that can be certified compostable and one that is biodegradable. There’s also a huge difference between saying something is biodegradable and saying that it’s “degradable”. There are no regulations about what a degradable product will break down into and over what period of time, meaning it could leach harmful elements into the environment. To add to the fun and excitement, not every biodegradable plastic is compostable, and not every plant-based plastic is biodegradable. This is a big topic with a lot of terms that get used interchangeably when they really shouldn’t, so if you’re still a little lost (totally fair), check out our compostable packaging page. Our goal is to lift the fog as best as possible and let you make an informed decision.

    Can I compost bioplastics in my backyard?

    The certification process for compostability is limited to commercial facilities where the exact temperature and mixing for optimum biodegradability can be regularly monitored. While compostable plastics may start to show signs of biodegradation in a home compost over time, they likely won’t disappear within a 180-day timeframe. The composting process is activated by a precise combination of heat, sunlight and moisture. This balance between “it’ll break down only under certain conditions” and “it’ll break down whenever, wherever” is actually what makes compostable packaging possible—it’ll stay intact on a store shelf or while holding your food, but it can be broken down and used again to grow more plants once sent to a composting facility.

    Should I buy compostable or curbside recyclable?
    When it comes to clear packaging, we’ve split our materials into two categories: Bioplastics and Biodegradables. Our Bioplastic packaging made from Bio-PET carry the #1 symbol and are accepted in most curbside recycling programs. Our Biodegradable clear and take-out packaging is made from either PLA or bagasse and is optimized to break down in industrial compost facilities (although PLA is just as recyclable as PET, and we use recycled PLA every day in our facilities – it’s more about whether your local recycler accepts these materials).

    At good natured®, we’re committed to offering compostable options as the most eco-conscious choice, but we recognize not all communities are ready to go all the way to compostable. Here’s a few reasons why we think it’s best.

    Using compostable food packaging can actually help the recycling stream, because food scraps and its container can all go in the same composting bin, decreasing food contamination in typical recycling streams (if you’re putting any containers in your blue bin now that are not squeaky clean, your local recycler is tossing them out, btw). Also, when a package is composted, that compost is used back in the natural environment to create a variety of things, such as food, landscaping, or maybe more plant-based materials. And finally, compostable packaging is usually made with the highest percentage of plant-based content, meaning we’re using more renewable materials and less fossil fuels for everyday items. That’s a big win in our books!
    What if I don’t have an industrial composter that accepts bioplastics in my area?
    We understand having access to an industrial compost facility is not always an option depending on where you live. The good news is, a growing list of recycling facilities also accept PLA (which can also be recycled multiple times before eventually being composted)! While the recycling industry catches up, we know our commitment to delivering products and packaging made from annually renewable materials and no chemicals of concern is a better choice for us and the environment, so we offer both compostable and curbside recyclable options
    Are your products recyclable?
    All plastic materials are technically recyclable. It has more to do with the recycling infrastructure you have available in your community. We’ve recently introduced updated Bioplastics, such as Bio-PET, which can be co-mingled and recycled directly alongside traditional PET #1 packaging. It’s chemically identical, meaning that even infer-red technologies found at some high-tech facilities can’t tell them apart.

    As for products made from PLA-based compostable materials that often sport the Other #7 symbol, there’s no technical barrier to any of them being re-used. A huge number of materials carry this same code, including over 16,000 types of plastic that don’t fit into the traditional #1 – #6 identification, actually. Many recyclers still use visual sorting processes instead of the latest infrared identification technology. They find it difficult to distinguish between all the different types of materials, and so they focus on the easiest to identify and sell in the aftermarket. Lack of recycling is more of an industry issue and not a materials science issue. When you hear that plant-based plastics are not recyclable, what they’re really saying is that the recycler does not have the sorting equipment to differentiate between them… yet. It does not mean that the material cannot be used again. In fact, we use our own materials over again wherever possible (check out the FAQ on “does your packaging contain recycled content?” for more info on this!)

    Our Fiber take-out containers, which are made from bagasse or SFI paperboard, is intended to be composted in industrial facilities, not recycled.

    Does PLA contaminate recycling streams?
    That depends entirely on the recycling facility. Many things contaminate recycling streams. Food particles, and especially oils, remaining on food packaging contaminate recycling streams. Lids left on bottles and jars contaminate certain recycling streams. Labels left on containers can contaminate recycling streams. Basically, anything that requires a material to be further manipulated, washed or sorted is considered to contaminate the recycling stream. PLA often takes the rap for all of this, but it’s no more contaminating than any of these other factors. Another aspect to contamination is if a recycling facility is not receiving enough of a particular type of material to economically sort and re-sell it for profit. Many recyclers are optimized to sort PET #1 bottles and HDPE #2 milk jugs for this reason (which is why we think our new Bio-PET is a pretty neat idea to make a positive environmental impact on two fronts!). When a material arrives that does not meet this profile, recyclers complain that it creates delays and reduces their profitability. For many recyclers, PLA is still in the “too small to bother” category, but that does not mean it’s contaminating at a technical level.
    Does your packaging contain recycled content?
    It sure does! We use up to 50% recycled content in all our clear plant-based food packaging. Most of this currently comes from post-industrial trim from our own production, but we now also offer a Bio-PET formulation that contains 20% plant-based content and up to 33% post-consumer recycled content (PCR). If you’re interested in learning more on this, check out our Rollstock page and get in touch to discuss.

    And a note to recyclers… When it comes to PLA, we’ll take it off your hands! Check out our FAQ on “does PLA contaminate recycling streams?” for more info on this.
    What happens when your packaging ends up in the landfill? Or in the environment?
    When you see a product that’s marked as “certified compostable” that means it will also biodegrade over time in a landfill or in the environment; however there are no set guidelines to monitor how long the biodegradation process will take, unlike compostability. It’s important to point out that all materials will degrade to some extent when exposed to the elements, and that has always been a cornerstone of our Green Chemistry approach. As plastics degrade, they begin to release some of their chemical compounds into the surrounding land and water. It’s for this reason that we remain staunchly committed to manufacturing products and packaging that do not contain any hazardous chemicals that may leach into the environment.
    What happens if they end up in the ocean?
    You’re right to be concerned about this. We are too! Keeping foreign materials out of our oceans is becoming more and more crucial, especially plastics. Our products and packaging have not been tested for this specific end-of-life option, and we don’t make “greenwashing” claims that can’t be supported with specific evidence. In the spirit of supporting a renewable, closed loop economy, our #1 goal is to have our materials end up in the appropriate facilities where we can re-use them or turn them into compost.
    What third party certifies your products as compostable? 
    Does a label affect if the packaging is compostable? Do you offer certified compostable labels? 
    That depends… The size of the label and the inks used on that label can have more impact on whether your packaging is compostable or not. All compost facilities accept a certain level of “contamination” in small amounts, and labels are often a part of that. We therefore recommend keeping your labels to the minimum size required to communicate your message (or seal your package!). Also, make sure you check with your label provider about all 5 components of the labels you’re using to get a sense of your label sustainability:

    1. The paper or plastic material of the label itself
    2. The inks used to print your labels
    3. The type of adhesive used (this is the nasty stuff, in most cases!)
    4. The coating, if any, applied on your label to give it a shiny or matte finish
    5. The backer that the label ships to you on – is it as sustainable as possible.

    Our label partner currently provides us with a 100% post-consumer label printed with UV-cured inks on a micro-liner, recyclable backer. We consider this one of the most sustainable options at a real-world price point. Certified compostable labels (which you can make as big as you want!) are getting there, but we’ve found they’re still out of a realistic price range for most of our customers. We’re expecting more development in this area in the very near future.

    Are your products impacted by bans on single-use plastics? 
    There are currently no federal laws banning single use plastics in the United States or Canada. However, circumstances are changing rapidly with Canada currently proposing certain bans on products that cannot biodegrade beginning in December 2021. Individual cities and states have also taken action to introduce legislation specifically aimed at banning specific plastic products. In jurisdictions that have implemented plastics regulations, certified compostable materials like PLA and bagasse have been considered a suitable alternative to traditional single-use plastics.

    Product Performance

    Is PLA as durable as petroleum plastics?
    Yup! We’ve worked really hard to make sure that’s the case. When we conduct freezer and drop tests to showcase durability to our customers, our PLA material performs the same if not better than many fossil fuel counterparts. Our Bio-PET is chemically identical to traditional petroleum-based PET, meaning there’s no difference in performance, including durability. We also have a keen focus on design and form to further increase our product quality and functionality. In some cases, we’re able to both downgauge a package (meaning reduce the thickness of the material and thus save both weight and resources) and improve its durability at the same time.
    Does earth-friendly packaging options cost more than traditional plastics?
    They don’t have to. Cost is a combination of the materials, manufacturing processes, distribution and marketing. On a pound-for-pound basis, PLA and Bio-PET materials cost more than their fossil fuel-based counterparts. However, our approach to combining the best materials, optimized designs and our own distribution networks means our product and packaging programs are often cost neutral to traditional plastics and sometimes less than post-consumer recycled petroleum-based (PCR) options.
    Can I put your packaging in the freezer/microwave/oven?
    Both our PLA and Bio-PET formulations are just fine in the freezer. You’re going to end up with a melty mess if you put them in the microwave or oven if they’re not marked as microwave-safe or oven-safe (although our melty mess will be free of BPAs and phthalates, unlike some of the traditional stuff 😉 ). We don’t recommend heating PLA packaging beyond 45°C (113°F) and Bio-PET beyond 65°C (130°F) unless either are specifically marked as microwave or oven safe.
    How are your products going to help me meet my company’s sustainability goals?
    There are many ways we can help you meet your eco-friendly objectives:

    • Our products and packaging are made without any chemicals of concern. If you’re focused on reducing potentially hazardous chemicals in everyday life, our plant-based products and packaging can make an impact.

    • If you’re increasing your use of renewables (or kicking fossil fuels to the curb, as we like to say!), our products and packaging all include renewable plant-based content. Our material formulations can include up to 50% recycled content. This is mostly post-industrial recycled material that comes from our own manufacturing processes. For those of you focused on PCR rates, we do have a Bio-PET formulation that contains up to 33% PCR.

    • Our 99% plant-based PLA material is produced using less energy, meaning you may benefit from an immediate reduction in CO2 emissions. Full disclosure – specific CO2 reductions have to be confirmed through custom life cycle assessments that take into account your current processes and transportation network.

    • Through updated designs and/or downgauging, you can reduce the amount of material being used in your products and packaging. And if you switch to compostable PLA, you’ll benefit by using a material that results in products and packaging that are typically about 10% lighter than their PET counterparts. Cue the transportation savings! 🕺🏻

    How can I communicate my positive sustainability programs to my customers?
    In our 15 years in the sustainable materials space, we’ve learned a lot about what does (and doesn’t!) resonate with consumers when it comes to sustainability messaging. Suffice to say, there’s a lot of muddy waters out there, so less is more. And unbiased is best!

    Our products always list the amount of plant-based content included. This simple percentage says a lot in a straight forward way and can be combined with your use of recycled materials to show your total impact.

    We include at least one independent certification on our products or packaging information to provide our customers confidence that we’re not making things up! This is an important factor so consumers can trust that it’s not just “greenwashing”.

    We’re happy to provide you with marketing material and collateral to help communicate the benefits of good natured® products and packaging, so please let us know if you’re interested.

    Can you make a package to fit my specific product needs?

    Orders

    How do I place an order?
    Ordering online from good natured® is fast and easy… and you can do it 24 hours a day, seven days a week. If the product you’re looking for isn’t available in our online store, just drop us a line at shop@goodnaturedproducts.ca - we’d be happy to help you get your hands on it!

     What If I want to place a volume or wholesale order?

    For volume and wholesale orders, please give us a call on 1-877-286-0617.

    What if a product is out of stock?

    If the product you’re interested in is out of stock, please send us a note at shop@goodnaturedproducts.ca or call 1-877-286-0617. We’ll be able to let you know when the item will be back in stock or suggest something else that may work.
    What payment methods can I use?
    We accept all major credit cards including Visa, Mastercard and American Express, as well as PayPal.
    Will I get an order confirmation when I complete my purchase?
    Once you’ve placed your order, you’ll receive a confirmation email shortly after. We’ll also send you emails when your order has shipped, when it’s about to be delivered and when it arrives. If you don’t receive an order confirmation email, check your “junk” folder as it may be in there. If you still don’t see it, send us a note at shop@goodnaturedproducts.ca and we’ll make sure you get it. 

    Will I have to pay duties or taxes on my order? 

    The vast majority of our products are produced in the US and Canada, which are covered by North America trade agreements. We also warehouse locally, so your purchases will not be subject to additional duties if being shipped to either the US or Canada.
     
    Products that are considered essential goods, such as packaging for food products, and certain other business supplies are often exempt from state or provincial sales taxes. Sorry, Canada, but Goods & Services taxes show up on everything!

    The rules around taxes for goods being shipped across states or provinces are evolving very quickly. If you have questions about a specific product category or how these rules will apply based on where you live or do business, please don’t hesitate to get in touch so we can verify whether taxes will be applicable on your purchase.

    When will my credit card be charged?

    We will authorize your purchase on your credit card at the time you place your order.
    Can I cancel or modify my order?
    Yes, you can. You can cancel or modify your order at any time before it’s shipped. Log in to your good natured® account or use the link in your order confirmation email to manage your order.

    Where can I find my order number?

    You can find your order number at the top of your order summary in your good natured® account or at the top of your order confirmation email.

    Why was my order cancelled?

    We never cancel an order unless you ask us to or we aren’t able to fulfill it. It may be that your shipping or billing information was incorrect or some information in your order is incomplete. We’ll send you a notification with details on why your order was cancelled and to see if there’s anything we can do to help.

    Can I receive a sample of your packaging before purchasing a case? 

    It’s gotta fit, right? We’re happy to send over a pack of samples and just ask that you cover the cost of shipping. Please get in touch so we can confirm with you which samples would be most appropriate. 

    Why do I have to request a quote for some of your products and cannot add to cart?

    Products on our website listed as 'Request a Quote' are special order items that we do not have available inventory of. It doesn’t mean we will not have these items available in the future, but for now they aren’t immediately available. Although you can’t add to cart right away, we can definitely make this item for you if you are willing to commit to a large enough order.

    The minimum order quantity is around 1 pallet (as a general rule this is between 20-30 cases depending on the product). You don’t need to take all the cases at once, we just need a commitment from you that you’d be purchasing the minimum quantity.

    If you are interested in exploring this, please Request a Quote by visiting the product page and we will be in touch to discuss pricing and timelines with you further. If you're not quite ready to commit to a small mountain of packaging, let us know and we'd be happy to recommend some options from our in stock assortment. 

    Shipping

    What are my shipping and delivery options?

    Standard shipping is included on all orders, and you can expect your order to arrive in 7-10 business days from the time you place your order. If you need it to arrive more urgently, we also offer an Expedited Shipping service which will arrive in 2-5 business days after you receive your order confirmation.

    Rates for Expedited Shipping, which will vary depending on order size and delivery location, will be displayed in your shopping cart and charged to you during checkout.

    What If I am outside of the US? Do you ship internationally?

    If you’re located in the US, please click here to visit our US store. If you’re outside of the US or Canada, please send us a note at shop@goodnaturedproducts.ca or give us a call on 1-877-286-0617 and we can discuss the available shipping options.

    Can I ship to a PO Box?

    We use FedEx for most deliveries, and they do not deliver to PO Boxes. If we have any issues with your shipment, we’ll get in touch to discuss and you’ll have an opportunity to cancel your order if we can’t accommodate shipping.

    How do I track my order?

    We will send you a notification when your order ships, when it’s on its way to you and when it arrives. In between these notifications, you can always track your order and delivery timing by clicking on the links in your shipment emails or by accessing your good natured® account.

    What if my order is damaged?

    Our return and exchange policy for home and office products lasts 30 days from the date of purchase. If more than 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, so please make sure to let us know at shop@goodnaturedproducts.ca right away if your order is damaged.


    For non-refundable goods, and more specifically packaging, we provide you with 48 hours after delivery to send us any applicable evidence of discrepancies in quantity, incorrect goods or damage to your order to shop@goodnaturedproducts.ca. In this case, we’ll remediate the discrepancy by replacing the goods or applying a credit to your method of payment. Except as outlined above, all packaging sales are made on a one-way basis and are not returnable or refundable.

    My tracking information says my order was delivered, but I haven’t received it. What do I do?

    We’re sorry your order hasn’t found its way all the way home yet! When the tracking information says that the package has been delivered, it means that it has been delivered to the shipping address provided when you checked out. You can try the following options to try to locate it:

    1. Double-check the shipping address you provided for your order to make sure it was correct.
    2. Check with your household members, colleagues or neighbours at that address in case someone else picked it up for you.
    3. Check with the security guard, mailroom or front desk.
    4. Contact your local post office to see if they are holding the package for you.
    5. Wait 24 – 48 hours for your package to arrive—on rare occasions, the carrier may mark the package as being delivered earlier than it actually is.

    If you’re still not able to locate your package, send us a note at shop@goodnaturedproducts.ca with your order number and we’ll be happy to help.

    What if I’m not present to receive my shipment?

    Depending on the shipping provider, they may try to re-deliver on the next business day or they may send your shipment to a local pick-up point. Some carriers will also let you change the delivery address – you can access this option by clicking on the tracking number in your shipment emails and/or your account order detail page.

    What happens if my order was returned to sender?

    We might already be aware of this and be getting in touch, but please send us a note at shop@goodnaturedproducts.ca right away so we can get this resolved.

    Where are you located?

    Our corporate office is in Vancouver, BC, plus we have manufacturing facilities and warehousing capabilities across North America. 

    Is there a minimum amount I have to spend to receive free shipping? 

    Our prices listed online include standard shipping to the contiguous US and Canadian street addresses (sorry, most couriers don’t accept PO boxes). For more information on our shipping policies please click here. 

    Returns & Exchanges

    I’ve changed my mind about my purchase. How can I return or exchange it?

    Our return and exchange policy for home and office products lasts 30 days from the date of purchase. If more than 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    Except if damaged, all packaging sales are made on a one-way basis and are not returnable or refundable.

    Please contact us at shop@goodnaturedproducts.ca before returning any shipment to us. In some cases, we do not require items to be physically returned to us to be eligible for refund.

    When will I receive my refund for my returned product?

    If your order is eligible for a refund, we’ll process that back to your original method of payment. Keep in mind it may take several weeks or up to 2 billing cycles for the refund to appear on your statement.

    Do you refund shipping charges?

    We do not refund shipping charges.

    For more information about our return policy, please click here.