Shipping & Returns

Last updated: October 11, 2026

Shipping

Initiate is a marketplace: each shop prepares and ships its own products. If your cart contains products from several shops, you will receive several parcels.

Delivery area

We deliver everywhere in Canada. Some shops also ship to other countries; the available destinations are shown at checkout.

Costs and delays

Each shop sets its own shipping rates and preparation time. The cost and estimated delivery date are shown on the product page and in your cart before you pay. Free delivery offers are marked on the products concerned.

Tracking

You receive an email when each shop ships your order, with a tracking number when available. You can also follow your orders in My orders.

Carbon offset

Every order includes a carbon-offset contribution, shown in your order summary.

Returns

You can return most products within 30 days of delivery, as long as they are unused, complete and in their original packaging.

The following cannot be returned:

• Personalised or made-to-order products
• Opened hygiene, beauty and personal care products
• Food and perishable products
• Gift cards

How to return a product

1. Go to My orders and open the order.
2. Choose “Request a return” for the product, or contact us with your order number.
3. The shop sends you its return instructions and address.
4. Ship the product back within 14 days of your request.

Return shipping costs

Return shipping is paid by the customer, except when the product arrives damaged, defective or different from what you ordered.

Refunds

Once the shop has received and checked the product, we refund it to your original payment method. Refunds usually appear within 5 to 10 business days, depending on your bank.

Damaged or missing parcel

Contact us within 7 days of delivery with your order number and photos of the product and packaging. We will arrange a replacement or a refund with the shop.