We are always here to help.
Can I cancel or change my order when it’s processing?
Yes. Our Customer Service team is available to help you to make changes to your order or cancel it altogether. In order to do that you must notify us at CustomerCare@haisue.ca within one hour of placing your order. Please note that our customer service team is unable to make any changes to your order after the one hour mark.
I received an error message when trying to checkout. What do I do now?
Please verify that the billing information you have entered is the same as the information your bank/credit card company has on file. If you enter billing information that varies from what your bank/credit card company has on file, then your order will not go through.
My favourite product is no longer on the site or shows that it is out of stock, will it be available any time soon?
If the item is temporarily out of stock, you can choose to be notified by email when we have it back in stock so that you can re-order it.
If you can’t see the item anywhere on the website that means we no longer carry it. We are always working hard on bringing new products that we hope you’ll love and share, and as we are getting ready to introduce new launches, we may phase out of some of our existing products. We hope you’ll stay tuned to discover new Haisue favourites.
You are always welcome to share with us your product requests at CustomerCare@haisue.ca.
What is your return policy?
After your order has been shipped, due to the consumable and perishable nature of most products, as well as the health and safety of our customers and staff, Haisue does not offer returns or exchanges. For any issue with your order once received, you must notify us at CustomerCare@haisue.ca within 48 hours upon receiving your order.
I want to place an order, but I am worried that I will receive products that are expiring soon. How can I find information on expiry dates?
All our food as well as health & beauty products have anywhere between a few months to a few years before they expire. Products that are on discount or on promotion will have their expiry/best before dates displayed on the product page. Sales of discounted or on promotion products are final and cannot be refunded.
What forms of payment does Haisue.ca accept?
We accept Visa, Mastercard, American Express, Discover and PayPal.
Will I be charged sales tax?
Sales tax varies depending on where you live and what items you purchase. We take this into account when figuring out the amount of tax charged on your order.
What if my promo code expired?
We’re sorry to hear you missed the time frame of the promotion. We cannot redeem expired promo codes but we encourage you to create an account with us to keep an eye on your email for upcoming promotions.
How do I create an account on Haisue?
Click here to register or to log in to your account. From your account dashboard, you can view your recent orders, manage your billing and shipping addresses, and edit your password and account details. You can always create an account at any time using the My Account link at the top right corner of the website or while on the checkout page.
Shipping & Delivery
When will I receive my order?
Once you are on the checkout page, you will be able to see an estimated delivery date for your order.
Orders are processed within 1 business day after the order is placed. Business days are Monday to Friday excluding holidays.
Orders placed before 9 am EST are eligible for same day fulfilment given that they are placed on a business day.
All processing and delivery times are estimates and may be subject to change.
Where do you ship?
We currently ship all across Canada. We are currently working on expanding our reach. Stay tuned for more updates.
How much does shipping cost?
Shipping costs depend on a number of factors such as shipping address, weight and size of products in an order, and preferred shipping method. Once you are on the checkout page, our powerful shipping integration tools will use all of this data to present you with the shipping costs for your order.
Any retail order from all Canadian provinces over $125 (before tax and after any coupons) will have the option of free shipping regardless of the weight and size of the products. Some restrictions apply on specific remote addresses.
Will I be charged handling fees?
It depends on the size of the order. A handling fee of $5 applies only to orders that are over $125 (before tax and after any coupons)
The reason is that large orders require additional packing materials to ensure that the goods shipped arrive in perfect condition.
I placed an order, but did not receive a tracking number. What do I do now?
Once you finish placing your order, you will immediately receive an email confirming that we have received your order.
Once your order is completed, you will receive another email notifying you that we have finished processing your order, where you can locate a tracking number or an estimated time of delivery at the bottom of the email.
If you have an account, you can also track the shipping status of your order(s) by logging in to your account, selecting Order History and clicking View Order. Click here to log in to your account.
If you do not receive email notifications from us, please check your junk/spam mail folder.
I placed an order, but received multiple tracking numbers. Why is that?
Depending on the products you ordered and the size of your order, we might require multiple packages to safely ship your order. Each of these packages will have a specific tracking number associated with it.
I placed an order, how will I receive it? What shipping carriers do you use?
Depending on the shipping address that you entered, we will either use a local delivery service if the address is in select areas within the GTA, or we will ship with our shipping partners; Canada Post and FedEx. When you are on the checkout page of your order, you will be able to see which options are available and choose your preferred method of shipping.
Can I ship to a PO Box?
Yes. To make sure that orders being sent to PO boxes and rural addresses get to their proper destination, please include a physical street address or highway number with your order.
Some of my items have been damaged in transit/are missing. What do I do now?
You must notify us at CustomerCare@haisue.ca within 48 hours upon receiving your order with a description of the damages and picture(s) of the damaged items/packaging. We have a number of measures in place in our picking and packing process to ensure these issues do not arise. However, mistakes are inevitable and this information is very helpful to us in assessing the situation, how we package our orders, and helps prevent similar issues in the future. If it is found that the damaged/missing items are a result of an error made by Haisue staff, you will be given the option of either a refund or store credit for the value of the damaged/missing items.