HOW TO ORDER
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.
DO YOU SHIP OUTSIDE OF CANADA?
No, we do NOT ship outside Canada.
WHEN WILL MY ORDER BE SHIPPED?
Orders are typically shipped the next business day. We have a high volume of orders daily so please don’t be alarmed if the delay is longer.
CAN I ADD/EDIT/CANCEL MY ORDER?
If you would like to add or edit your order, you’ll need to enter a new order and we will cancel your original order. If you would like your order canceled and it has not shipped out yet, please email [email protected]
WHAT IS YOUR RETURN POLICY?
All sales are final, there are no returns or exchanges but if you are for some reason unhappy with our service there is always something that can be worked out so that everyone is satisfied!
CAN I SPEAK WITH A CUSTOMER REPRESENTATIVE?
No, unfortunately we do not have a contact number. Our customer service representatives are available by email and live chat Monday to Friday, 11am PST – 8pm PST. [email protected]
PAYMENTS & FEES
WHAT METHOD OF PAYMENT DO YOU ACCEPT?
Payment is made using Interac E-transfer, Bitcoin or Credit Card. 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 have been received. If we receive your payment by 9 am PST (12pm EST), your order ships that business day, or else it ships the next business day.
If you wish to purchase with bitcoin please email us first at [email protected]
WHAT ARE THE SHIPPING FEES?
Shipping fees are $20 for orders under $175 which will arrive in 1-3 business days. For orders over $149, shipping is free. Orders are shipped by Xpresspost and a tracking number will be emailed after your order ships. You will receive your order in 1-3 business days. Your delivery is guaranteed (except for residents of Nunavut, Northern Quebec or if you provide an inaccurate/incomplete address).
I’VE SENT MY E-TRANSFER/PAYMENT. WHAT NEXT?
Once you’ve sent your E-transfer, it could take up to 40 minutes for us to receive an email notifying us of your payment. Your E-transfer will be pending until we collect the E-transfer (when we process your order).
WHY DO YOU REQUIRE ID FOR CREDIT CARD?
There is a lot of opportunity for fraud and we want to make sure you are the actual cardholder making the purchase. Your ID will be deleted after it’s verified. This is only required the first time you order.
IS A SIGNATURE REQUIRED?
All orders $300+ will be sent with a Signature Required. If your order is less and you would like to have a Signature Required option, please leave a note in your order or contact us after placing your order.
CANADA POST SAYS “SUCCESSFULLY DELIVERED” BUT I HAVE NOT RECEIVED MY ORDER
What often happens is that a postal worker will scan in all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering it. Once we have shipped the product out for shipment, it will be out of our hands and will be in Canada Post.
MY PACKAGE IS GOING TO THE WRONG DESTINATION
If you’re tracking your package on the Canada Post website and it looks like it’s headed to the wrong city, it’s most likely due to human error at Canada Post. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days.
CANADA POST TRACKING INFORMATION HAS NOT UPDATED RECENTLY
If you are tracking your package on Canada Post’s website and it has not updated in sometime, it’s most likely due to your package missing a scan, which is fairly common.
More often than not, members get their packages on time or a day later. If you do not receive it 2 days after your expected date, let us know so we can file a trace with the post office.
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.