Need to re-route your Santevia order to a new address?

At Santevia, many of our orders are shipped via local fulfillment partners in countries outside of Canada, which ensures a quick delivery experience for our customers. It also reduces the chance of any international customs or border delays when you place an order. This means that when you place your order on our website, one of our partners will pack and ship your order on our behalf.

We are proud to say that all orders placed on Santevia.com and shipped within Canada are packed and shipped by us directly in British Columbia!

Unfortunately, once a shipping partner ships your package, we are usually unable to change the delivery address. The shipping carrier will only ship to the exact address provided when the order is placed for security purposes,

Cancel Before Shipping (If Possible)

• If you notice an address mistake right after placing your order, please contact us immediately at help@santevia.com or 1-866-943-9220.

• If the order has not yet shipped, we may be able to cancel it so you can place a new order with the correct address.

If the order has already shipped, you still have a few options:

Contact the Carrier Directly

• After your order is shipped, you'll receive a tracking number.

• Use this tracking number to contact the carrier (ie: UPS, Fedex, USPS).

• Depending on the carrier, you may be able to request a re-route, hold-for-pickup or delivery to a nearby access point. This is not guaranteed and subject to the carrier's internal policies. In our experience, you can usually request that the package be held for pickup at a local pickup point.

• Please note: Since our fulfillment partner is the shipper of record, sometimes only the recipient can make this request with the carrier. Santevia is unable to ask our partner to make this change.

Allow Delivery

• If the package cannot be re-routed, you can allow it to be delivered and go pick it up from your old address.

• If the package is refused by the recipient, and it is returned to our fulfillment partner, we can arrange to ship your order again to the correct address.

• Double-check your shipping address at checkout before completing your order.

• Include apartment, suite, or unit numbers where applicable.

• If you have an apartment "buzzer" code, include that as well (Address Line 2) during the checkout process.

• Use a reliable delivery address where someone can receive the package.