Frequently Asked Questions 

 

Where can I change personal details, such as my e-mail address or delivery address?

If you are already a registered customer, you can change your e-mail address, delivery address and other personal details under “My account” > “Profile”.


You can also place orders without creating a customer account, but this will require you to enter your details every time you make a purchase.

How can I select/change my preferred payment method?
  • You can select or change your preferred type of payment under “My account” > “Payment methods”.
  • You can also choose a different payment method when placing your order.
How can I change my password?

You can change your password under “My account” > “Profile”.

What are the available payment methods?

The Dr. Hauschka online shop supports the following payment methods:

  • PayPal
  • Credit card (VISA, Mastercard)
What are the shipping costs?

The shipping costs are $9.99. We offer free shipping for all orders over $50.

How will I know that my order has been placed successfully?

We will send you e-mail confirmation of your order once it has been received. You can also view all your orders under “My account” > “Orders”.

How long will it take for my order to be delivered?

Your item(s) are dispatched as soon as we receive your order, subject to availability. Delivery can take up to five working days. We will inform you via e-mail as soon as your order has left our premises. You can also check the status of your order under “My account” > “Orders”. You also have the option to receive updates on the shipping status of your order from our partner. To receive these updates, please indicate when placing the order that you agree to us passing on your e-mail address to UPS.

How will my order be delivered?

We use UPS to ship our products. You will receive your UPS package number along with your e-mail order confirmation. You can check the shipping status of your order at any time by clicking on the package number or going to the UPS website. 

Can I have my order delivered to my work address?

You can choose to have your order delivered to your work address. Please select the option “The shipping address does not match the billing address” and enter your company address and department, if relevant.

How can I add items to my order or change my order?

Unfortunately we cannot make changes to an order once it has been confirmed. If you wish to purchase more items, please place a new order.

I have placed several individual orders. Can the orders be combined?

Currently we are unable to combine separate orders.

Can I have products shipped to other countries?

No. Currently we only deliver to addresses in Canada.

What do I do if my items arrive damaged or if they are lost?

In the event of damage, please refuse to accept the parcel if possible. Send a description of the damage to shopdrhauschka@massonltd.com, including pictures if possible.

Who should I contact if I wish to make a complaint?

We are very sorry for the inconvenience. Please send an email to shopdrhauschka@massonltd.com and we will look into the matter immediately.