Shipping policy

Shipping Update - August 28th, 2025

United States Fulfillment Changes
As a small Canadian brand, we are honoured to have such a glowing presence in the United States. Due to US policy changes regarding tariffs and importing, USA-bound orders may experience delays over the next few weeks as we work to streamline our supply chain and USA fulfillment into the US. We appreciate your understanding as we work to make changes that will ensure we can provide the positive delivery experience that you have been use to receiving from Santevia. If you have any concerns, please do not hesitate to reach out to our Customer Experience Team at help@santevia.com.

I want to cancel my order?

We will try our very best to accommodate your request! Orders are typically shipped promptly, so please contact us right away so we can cancel it before it has been shipped. Once your order has been processed by our warehouse, we may not be able to cancel or change it.

Email: help@santevia.com | Toll-Free: 1-866-943-9220

How long will my order take?

Most orders are shipped from Canada (with the exception of some products fulfilled from warehouses in the United States or the United Kingdom). Orders require up to 2 business days for processing before they are shipped. Shipping costs and estimated delivery times are quoted during the checkout process and do not include the time for processing. Tracking information will be available for most destinations unless you purchased a non-trackable shipping option. If you don't receive an email confirming shipment, please check your SPAM/JUNK folder.

Orders flagged for incorrect addresses or errors will be delayed. Santevia is not liable for incorrect address information entered, and the customer is responsible for any redirection requests and/or associated costs.

Where does Santevia currently ship?

Santevia currently is shipping to the following destinations:

  • Canada
  • United States
  • United Kingdom
  • Australia
  • New Zealand
  • Ireland
  • France
  • Germany
  • Italy

For customers in European countries where Santevia does not currently ship, you may be able to purchase from Provita Nutrition in Romania.

If shipping options don't appear when you are placing your order it is because shipping is not available for your area. We may be able to send the order by courier service to other countries via special order. Please contact our Customer Experience team for further details.

Do you offer Free Shipping?

Any order that is above the specific purchase subtotal before tax will receive free shipping:

  • Canada (all provinces and territories) - Orders over $99 CAD
  • USA (except rural areas, Hawaii, Puerto Rico, Alaska) - Orders over $99 USD

Unfortunately, we are not currently able to ship free to international destinations outside of Canada or the United States. At certain times, Santevia may provide promotional free shipping on certain products or other destinations. Any free shipping options for such promotions would appear during checkout.

Shipping Carrier Options

At checkout, customers have the option to select a preferred shipping option that best suits their needs. For any order processed with “Free Shipping,” Santevia reserves the right to select the shipping carrier that is best suited for the shipment to ensure it reaches you in a timely fashion. 

Santevia utilizes Canada Post, Fedex and FleetOptics for all shipments from its main warehouse in British Columbia, Canada. Deliveries from other regional facilities may occur via a shipping partner and not the originating carrier; however, tracking is available on almost all shipments.

Duties & Customs

Your order may be subject to duty, taxes or other import fees depending on where you live and the value of your order. Please check your country's import rules before ordering. Santevia Water Systems Inc. is not responsible and has no control over fees levied by the country of import. We encourage customers to check any applicable duties prior to ordering.

Shipment Packaging

Since we are a brand that focuses on providing healthy and sustainable products, we also do our part in caring for the environment. When it comes to packaging, we always do our best to recycle whatever we can, reducing waste cardboard and loose-fill from our suppliers.

We only ever purchase air cushions rather than styrofoam peanuts and aim to recycle and reuse cardboard boxes whenever possible.

All our packaging solutions are designed to keep your chosen products as safe as possible during the delivery process. We care about the condition in which your order arrives. In some instances, your shipment may have had a rough trip with a carrier, and if you receive your package damaged, please contact us at help@santevia.com. 

Carrier General Policies & Restrictions

FedEx and FleetOptics do not ship to PO Boxes, so if you do not qualify for free shipping, be sure to select Canada Post.

  1. Parcel shipments may be left at the front door at the discretion of the driver.
  2. Santevia has no control over how the carrier handles the shipment. If there is an issue with the product when delivered, please contact us.
  3. Orders are shipped directly to the shipping address provided. Customers are responsible for any fees incurred as a result of an incorrect address being provided, or if the customer re-directs the shipment to another location.
  4. For any packages lost by the carrier, recipients are required to open a lost package claim with the carrier. This will initiate an investigation, and after 7 business days, Santevia will refund or ship a replacement order if the package is not located.