Frequently Asked Questions
We I’D under 30, so please have photo I’D ready upon delivery.
I placed my order. When am I going to receive it?
For Vancouver deliveries, within 2 hours after the order has been placed. However, due to increased volume at peak times, it may take up to 3. Please refrain from reaching out to the chat until after the 2 hours. I assure you, we’re doing our best to get the order to you as soon as possible!
What are your local delivery hours?
Monday through Sunday between 11:30 am to 9:30 pm. Please note, deliveries near UBC cut off is 8:00 pm. Any orders made after will go out the following morning.
Is it free local delivery?
Yes, we offer FREE local delivery.
What is the minimum I can spend?
Due to processing, the minimum amount to order is $50 per order.
How will the driver get a hold of me?
When the driver arrives they will contact you if you have a Canadian phone number. Please be sure to be near your phone.
What if I have an international phone number?
If you have a long distance number, please download the “Signal” app. This will allow the driver to contact you to complete the delivery.
Oops, I made a mistake and wrote my address wrong for my mail order. Now what?
Unfortunately, due to the nature of the business, we cannot receive return to sender items. We assume no responsibility for customer mistakes. You will have to pay for a new order.
In some circumstances a package may get lost in transit once we have dropped it off at Canada Post and you were provided the tracking info. Seeing how this completely out of our control we assume no responsibility for this type of issue and cannot offer a full refund or reship the order. We will try our best to work with you on a fair outcome for both parties.
Thank you for understanding regarding this matter.
How do I place an order?
It’s easy to order from us. Just follow the directions on our handy How To information page.
Is my package shipped safely to me?
Yes. We ensure that the package is packaged with care and vacuumed sealed. This protects your purchase and your privacy. We use Canada Post Xpress Post mailers which are secure and discreet.
Can I talk with a customer representative?
Yes. Our customer service representatives are available by live chat 9 AM till 9 PM, 7 days a week. Just click on the Live Chat icon on the bottom right corner of the site.
Can I order outside of Canada?
No. We only ship within Canada.
When does my order ship out?
All orders and payment received by 12 PM PST will be shipped the same business day. If we receive your order and payment after 12 pm PST, your order will be shipped the following business day.
Can I cancel, edit or add to my order?
If you want to edit or add to your order, you need to create a new order with us. We will then cancel the old order. Email us at [email protected] with your order number that you want cancelled. This will be cancelled or edited if it hasn’t shipped out yet.
Can I refer a friend to you?
Yes, you can use the Friend Referral Form located in the Referral Program section of the site. Just enter your friend’s email address. Once your friend registers and they make a purchase with us, you get a $25 coupon.
How does your reward points system work?
For each $1 you spend with us, you get 2 points. This doesn’t include shipping costs, however. For more info on how these points work please visit our Reward Points page.
Payments and Fees
What types of payments do you accept?
Using a Canadian bank or credit union allows you to send an Interac E-transfer in minutes.
Your online invoice will contain instructions on what info to include in your transfer. Once your payment has been collected your order will be processed. Orders generally ship the next business day.
Cash on delivery for the Vancouver area
Do you charge any tax?
No, tax is included.
What are the shipping fees you charge?
For any order over $150 (after discount), the shipping is free. For orders under $150 before tax we charge a flat rate of $20. We ship our orders via Canada Post Xpress Post and we provide a tracking number via email for you once the order has shipped. If you live in a remote area, your order may take a few extra days to reach you.
What occurs once my payment is sent to you?
Once the E-Transfer is sent, it may take up to 24 hours for us to process the payment. The E-Transfer will be pending until we can collect the funds sent by E-Transfer. Once the E-Transfer is received by us, we notify you by email and send you a tracking number once the order has been shipped to you.
Shipping, Handling, Canada Post
I haven’t received my package, what do I do?
If you don’t get your package after two days past the expected delivery date, contact us. We can do a trace with Canada Post. If it is stuck in transit status, it has to be over 30 days before it can be deemed loss.
If there’s a trace done, Canada Post will do an investigation which may take 5 business days to finish. If they are able to find the package, they ship it to you and you’ll receive it a few days later. We don’t offer refunds if the package arrives late due to postal issues. Order at your own risk, we are not responsible for any lost or stolen packages if your order is marked as delivered when tracking. Please make sure you provide us with the correct shipping address. We do not return packages that have an incorrect shipping address. Please let us know if you receive your package at a community mailbox (we will send it with a signature required to prevent theft). We only ship out packages with “signature required” when requested.
The tracking by Canada Post says “Successfully Delivered,” but I haven’t received my package from you.
There are two possible scenarios here:
– The postal worker delivered the package to a wrong mailbox
– The postal worker scanned the package as “successfully delivered,” but it’s actually delivered the next business day.
Canada Post says:
An investigation can be done by contacting the addressee to confirm that the delivery took place or to better understand how they receive their mail. The front desk can be checked, mail room, or security room at the address to see if the package was accepted by someone else on the behalf of the addressee.
Areas that can be checked:
– Community mail box
– Around the location to see if the package was left in another location. The mail box should also be checked.
In some instances, a delivery scan is entered into our system before the item is delivered. If you believe that the addressee has received the package before we contact you, reply to this email and indicate that the item has been received.
My package was sent with a “Signature Required.” Why was this asked of me?
Any order over $500 dollars is sent with a ‘Signature Required.” If you don’t want this option, leave a note with your order indicating “No Signature required, Please.”
My package is travelling to another city when tracking, why is this happening?
If you’re using Canada Post to track the package, this is likely human error. This can occur because the postal worker may handle the postal code incorrectly. If they are off my one letter or digit, then the package will go to another city. This results in a rerouting delay of 1-2 days before the package is sent to the right destination.
Canada post hasn’t updated my package in several days, what is wrong?
Most people get their package on time or a day later. In many cases, the tracking isn’t updated due to missing a scan which is a common occurrence. If you don’t receive it 2 days after the expected delivery date, contact us and we will do a trace with the post office.
Shipping to Nunavut, Northern Ontario and Northern Quebec
Unfortunately, there are much higher % of postal thefts when shipping to Northern Quebec, Northern Ontario and Nunavut. We cannot offer any delivery guarantees if you live in these areas and you will be ordering at your own risk. This means you will not receive a replacement package or refund if your package is lost or stolen.
Why doesn’t the tracking number i received from you work?
We email the tracking number before scanning the package at the post office. It won’t show up as trackable on the Canada Post site until the package is scanned by the post office. The correct tracking should show up by the end of the business day.