Shipping & returns

Where we deliver

We currently ship to addresses across Canada and the United States, including all 50 U.S. states and Washington, D.C. We will also ship to U.S. territories and military addresses when a supported carrier and service are available at checkout.

Some remote locations, P.O. boxes and military addresses may have fewer carrier options or longer transit times. If we cannot deliver to the address provided, we will contact you before shipping and offer an alternative or a full refund.

Processing, shipping costs and delivery estimates

• Order processing: most orders are packed and dispatched within 2 to 4 business days.
• Canada: estimated transit time is generally 2 to 8 business days after dispatch.
• United States: estimated transit time is generally 3 to 10 business days after dispatch, plus any time required for customs processing.
• Tracking: we use trackable shipping whenever the selected service supports it.
• Shipping cost: the available services and shipping charge are shown at checkout based on the delivery address, package and carrier service.

Delivery times are estimates, not guarantees. Weekends, statutory holidays, severe weather, remote destinations, carrier disruptions and customs processing can extend delivery time.

If we learn that we cannot ship within the processing time we promised, we will contact you promptly. You may accept the revised shipping date or cancel the unshipped order for a full refund.

U.S. customs, duties and import charges

Orders entering the United States may be subject to customs duties, import taxes, brokerage charges or other government and carrier fees. Where we can reasonably determine and collect these amounts at checkout, we will show them before you place the order. If an import charge is not collected at checkout, the recipient is responsible for paying it when required.

If a shipment is refused because of unpaid import charges and is returned to us, any refund will be based on the merchandise we receive back and may be reduced by non-refundable outbound shipping, return shipping, customs or carrier charges, except where applicable law requires otherwise.

Warm weather and product care

Bonafide Butter is made with naturally rich butters and oils. In warm conditions the product can soften or melt during transit. A temperature-related texture change does not automatically mean the product is damaged.

• Bring the package indoors as soon as possible after delivery.
• If the butter is very soft, keep the jar upright and allow it to return gradually to a cooler room temperature.
• A short period in the refrigerator can help a melted product firm up again. Once firm, return it to normal room-temperature storage.
• Melting and resolidifying can change the original texture or appearance.

If a jar arrives leaking, the seal is compromised, the container is damaged or the product is otherwise unusable, contact us within 7 days of delivery with your order number and clear photos of the package and product. We will make it right with a replacement or refund, as appropriate.

Returns, cancellations and damaged orders

Unopened returns

We accept returns of unopened, unused Bonafide products with the original seal and packaging intact when you contact us within 30 days of delivery. Please contact us before sending anything back so we can provide return instructions.

For a standard change-of-mind return, the customer is responsible for return shipping. We do not charge a restocking fee. Once the returned product is received and inspected, the eligible merchandise price and applicable tax will be refunded to the original payment method. Original shipping charges are not refundable unless the return is the result of our error or applicable law requires otherwise.

Opened personal-care products

For hygiene and product-integrity reasons, opened or used body-care products are final sale and cannot be returned for a change of mind. This does not apply when the product arrived damaged, defective, incorrect or where you have a right to a remedy under applicable law.

Order cancellations

If you need to cancel an order, contact us as soon as possible. Orders cancelled before they have been packed or dispatched will receive a full refund. Once an order has been handed to the carrier, it cannot normally be cancelled in transit, but an eligible unopened product may be returned after delivery under the policy above.

Wrong, damaged or missing items

If we send the wrong item, an item arrives damaged, or something is missing from the shipment, contact us within 7 days of delivery. Include the order number and photos where relevant. When the issue is ours, we cover the reasonable cost of the replacement or refund.

Lost and marked-delivered packages

If tracking has stopped moving or the delivery is significantly outside the estimated window, contact us and we will work with the carrier. If the carrier confirms that a shipment is lost, we will arrange an appropriate replacement or refund. If tracking shows delivered but the parcel cannot be found, please check the delivery location, household members, neighbours and the carrier first, then contact us promptly so we can help investigate.

Incorrect or incomplete addresses

Please review the shipping address carefully before placing your order. If you notice an error before dispatch, contact us immediately and we will correct it where possible. If a parcel is returned because the address supplied was incorrect, incomplete or undeliverable, we can either reship it after the additional shipping cost is paid or refund the eligible merchandise after the parcel returns to us, less non-refundable shipping and carrier charges where permitted by law.

Refund timing

Approved refunds are sent back to the original payment method. We aim to issue them within 5 business days after approval or receipt of an eligible return. Your bank or payment provider may take additional time to post the credit. Where applicable law requires a faster or different refund process, that legal requirement applies.

Order support

Bonafide Butter
73 Bathurst Street, 4th Floor
Toronto, ON M5V 2P6
Canada
647-924-6337
info@bonafidebutter.com

For shipping, return or order questions, email info@bonafidebutter.com or use our Contact page. Include your order number so we can help as quickly as possible.