- What methods of payment do you accept?
Payment is made using Interac E-transfer. If you use online banking with a Canadian bank or credit union, then sending a transfer takes just a couple of minutes.
Instructions will be provided with your online invoice and orders ship only after E-Transfer has been received. If you are new to Interac E-transfers, please visit http://www.interac.ca/en/interac-e-transfer-consumer.html
- How do I send an Interac E-transfer?
If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes. We have a video on our How To Order page.
Also, Google is a great tool and if you search “your bank name” + Interac E-transfer in Google.ca, you should easily find instructions on how to send a transfer with your financial institution.
- What will happen to my order if I don’t submit payment?
Once you’ve placed your order, the next step in the process will be to submit an Interac E-transfer. Your order will be kept On Hold until we receive your E-transfer. If we do not receive your payment within 1-2 days, your order will be canceled.
For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html
- What’s the minimum amount I need to order?
For retail orders, the minimum order is $50 dollars, not including GST or shipping fees.
—Orders can be placed anytime, however, orders placed before 1 PM PST typically will be sent out the same day, orders placed after 1 PM PST will be sent out the following day.
—Orders placed on the weekends will be sent out the following Monday morning.
—Email hours are 24 hrs a day.
*Please note that it can take up to 40 minutes for us to receive your E-transfer.
- How will my order be packaged?
Your order will be discreetly packaged and vacuum-sealed to protect and maintain your privacy. We ship using Xpresspost mailers or nondescript boxes with no indication of what is inside.
- My tracking number does not work. Help!
We will email your tracking number before it has been scanned in at the post office. Until it has been scanned in, your tracking number will not be trackable on the Canada Post website.
Please wait until the end of the day and your tracking number should appear correctly. If it does not, please email email@example.com and we will look into it.
- What happens if I don’t get my package?
If you do not get your package 2 days after the expected arrival date, let us know and we will file a trace with Canada Post.
If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge, or refund your money back.
We do not offer postage refunds if your order arrives late due to any postal issues.
- How long does it take to process and ship my order?
Orders are processed in our warehouse the same day or 1 day after your payment has been received and deposited into our account. Processing times are the same for each order, regardless of the shipping option chosen.
Once your package has left our facility, shipping times vary depending on which shipping method you have chosen. Unfortunately, paying for faster shipping times will not influence the time it takes to process and pack your order.
To speed up processing times, we recommend placing orders early Monday morning and sending your e-transfer immediately afterward, ensuring your order number is included in the notes of your transfer. Our office hours are 9-5 Monday to Friday, so orders placed later in the week may miss the weekend cutoff for being taken to Canada Post.
When an order is placed, its status is seen as ‘on hold’ until your payment has been received and deposited into our account. Your bank should notify you as soon as the transfer has been accepted.
Once accepted, your order will be packed within 1 day, and the status will be changed to ‘complete’. We will notify you once your order has been completed, and a tracking number will be provided to you in an email from Canada Post.