Help & Support

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Orders & Support

How do I make a purchase?

  1. Find Your Product: Browse our selection or use the search bar to locate the product you want.
  2. Choose a Variant: Some products have different options like sizes. Select the variant that suits you and click "Add to Cart."
  3. Go to Your Cart: After adding items to your cart, you can continue shopping or proceed to your cart by clicking the "Cart" icon in the top right corner.
  4. Checkout: Review the items in your cart, make any necessary changes, and click "Checkout."
  5. Provide Shipping Info: Enter your shipping details, including your name, address, and phone number. Choose your shipping method (standard or express) and click "Continue to Shipping Method."
  6. Select Shipping Method: Choose from available shipping methods, each displaying the cost and estimated delivery time. Click "Continue to Payment Method" after making your selection.
  7. Enter Payment Info: Select your preferred payment method (credit card, PayPal, etc.) and enter the required details.
  8. Review & Confirm: Take a moment to review your order, including items, shipping method, and payment info. If everything is correct, click "Pay Now" to complete your purchase.

If you have any questions or need assistance, don't hesitate to Contact Us.

How can I check my order status?

  1. Order Confirmation Email: After your purchase, you'll get an order confirmation email with your unique order number.
  2. Shipping Confirmation Email: When your order ships, you'll receive a shipping confirmation email with a tracking number and a link to track your package.
  3. Use the Tracking Link: Click the tracking link in your shipping confirmation email to visit the courier's website. Enter the tracking number to see your package's current status.
  4. On The Via Shop Website: You can also track your order directly on Go to "Order Tracking," enter your order number and email, and see your order's status.
  5. Customer Account: If you have an account on, log in to view your order history and current order status.
  6. Need Help? If you face issues or haven't received a tracking number, contact us.

How do I cancel my order?

Cancellation Timeline: You have up to 24 hours from the time of order placement to cancel, as long as the product hasn't been fulfilled or shipped.

Cancellation Process:

  1. Via Shop Account: Log in to your Via Shop account.
  2. Order History: Go to "Order History" and select the order you wish to cancel.
  3. Cancel Order: Click "Cancel Order" and follow on-screen instructions.
  4. Guest Checkout or Issues: If you used guest checkout or encounter problems, contact us at or call (204) 560-6716 for assistance.

Refund Policy: After successful cancellation, you'll receive a full refund to your original payment method within 5-7 business days. No additional fees or charges will be deducted from your refund.

Restrictions: Customized products or shipped items can't be canceled; our return policy applies in such cases. Contact us for specific order cancellation queries.

Contact Us: If you have questions or need assistance with cancellations, reach us via Email:, Phone: (204) 560-6716, or our Contact Form.

We aim to provide a straightforward, stress-free cancellation process. Your satisfaction is vital to us, and we appreciate your understanding.

What payment methods do you accept?

Accepted Payment Methods

We offer multiple convenient payment options:

  • Visa
  • Mastercard
  • American Express
  • Interac
  • Shop Pay
  • Apple Pay
  • Google Pay

If you have any questions, feel free to Contact Us.

Shipping & Returns

Do you offer free shipping?

Enjoy the convenience of free shipping when you spend $75 or more on your order. For orders under $75, we offer a flat shipping rate of $15.

We believe in making your shopping experience hassle-free and affordable.

If you have any questions or need more information, please don't hesitate to Contact Us.

What is your return policy?

We aim for your complete satisfaction with your purchases from The Via Shop. Our return policy is designed to be hassle-free.

Return Options:

  1. In-Person Return (Free): Drop off your item at Via Natural Medicine during our regular business hours at this address:
    Via Natural Medicine
    A-554 Des Meurons St.
    Winnipeg, MB, Canada
  2. Mail Return ($15 flat fee): If you prefer mailing your return, you can do so for a flat fee of $15. Follow these steps to initiate a mail return:
    a. Log into your Via Shop account.
    b. Visit "Orders & Returns," select the relevant order, and click "Start a Return" next to the item you want to return.

Important Guidelines:

  • Initiate returns within 30 days of the delivery date.
  • Items must be unused, in their original packaging, and with all tags attached.
  • For damaged or defective items, contact us immediately for assistance.
  • Return shipping fees are non-refundable, except for damaged or defective items.

For questions or further assistance, please Contact Us or call (204) 560-6716.

What if my item arrives damaged?

If your product arrives damaged or defective, please contact us right away for assistance.

How do I contact customer service?

For any questions, concerns, or assistance with order cancellations, please don't hesitate to reach out to our customer service team.

Contact Options:

Where do you ship?

We only ship to addresses within Canada 🇨🇦

Have further questions? Contact us


Where are your products made?

At The Via Shop, we're committed to quality and transparency. Our products come from trusted sources:

  • Locally Crafted: Many items are proudly made in Canada and the USA, supporting local economies.
  • Global Selection: We also curate quality products from reputable sources worldwide.

To find a product's specific origin, refer to its description. For questions, please Contact Us.

Do you offer samples of your product?

For orders over $75, we may include samples with your purchase. Plus, enjoy free shipping on your order!

If you have more questions, please Contact Us.

Can't find an answer?

Contact our customer support through the contact page and our team will get back to you as soon as possible.

Contact Us