Healthy PlanetReviews 

Reply from Healthy Planet

5 days ago

Hi Georgia,

Thank you for this feedback about the product! — And certainly a fair warning to others who may be sensitive to sulphites.

As far as I can tell, looking at the ingredients, I don't see anything that would normally contain sulphites (especially since the Zeaxanthin and Lutein are sourced from marigold and not shellfish or seaweed in this case).

Although, I suppose there's always the risk of cross-contamination according to a quick search online: "Dried flowers, herbal teas, and extracts are prone to cross-contamination or process-related exposure. Many dried herbs and botanicals are processed in factories that handle, or are exposed to trace, sulphur dioxide and sulphites (at concentrations often greater than 10mg/kg)."

Please do reach out to our Customer Service via support@healthyplanetcanada.com if you need to arrange for a return of the product, even if it's opened; we can still always arrange for a return and online store credit if you have no use for the product given the reaction.

Sincerely,
Nicholas

Reply from Healthy Planet

Updated 6 days ago

I am genuinely very sorry for this experience, honestly.

Please understand that this has nothing to do with a lack of communication from our end to Canada Post regarding delivery instructions.

We never, under any circumstances, advise them to deliver to a PO.

The details that you indicate/include on the "shipping address" details as a customer (including buzzer code, directions like please safe drop, etc.) are always included and generated on the label and directed to Canada Post when we ship the order. The driver does not always follow them, and we only find this out after-the-fact, once a customer such as yourself reaches out to us. And we've reported this to them countless times.

Even in cases where an order gets delivered to a Post Office but the customer is unable to pick it up due to a disability or mobility issue — Canada Post often gives us a very hard time and does not properly reattempt delivery directly to the address.

We've noticed an increase in this from Canada Post more recently — and it seems to coincide with their move away from 'home parcel & mail delivery' and the push to have everything sent to either a community mailbox or a Post Office.

We are trying to diversify our courier options because of these recurring issues and are starting to implement other courier services for delivery instead of relying on Canada Post so predominantly.

The only problem is that right now, if you qualify for free shipping and select that $0 option instead of a "paid" courier option, it's 'automated' based on address — so it may automatically end up going out by Canada Post.

That being said, if you give us a call or send us a quick email after placing your order with a request to ship via Purolator or Intelcom/Dragonfly (essentially just to avoid Canada Post), we can certainly do so for your order at no extra cost across all your future orders.

Sincerely,
Nicholas

Reply from Healthy Planet

6 days ago

Hi Victoria,

I do see you've been in contact with our Customer Service team (who are all indeed human!) —

My colleague, Suvi, replied a couple of days ago to verify the address and opened an investigation with Canada Post to try and locate the parcel (Service Ticket Reference #: 163676837).

We have seen some instances recently of them delivering to an incorrect mailbox or not leaving the key to receive the parcel, etc. — hence, we opened the investigation on our end to see if the delivery driver can go back and locate it, since this "should" technically be a lot faster (and more efficient) than us reshipping out the entire order from our end.

However, Canada Post *can* take a long time to resolve issues when they arise — and we have not had an update yet on this Service Ticket.

I see you just responded yesterday to the email we sent on the 26th, and my colleague Suvi will be replying back to that right now to let you know we are happy to process a reshipment for you on this and send it out with a different courier instead of Canada Post (i.e., Purolator or FedEx). For this reshipment, you would receive an updated email with a new tracking number.

Sincerely,
Nicholas