Frequently asked questions
Q1. I haven't received my package. What should I do?
We ship all orders through Canada Post. We do not offer refunds on orders lost by Canada Post. If you haven’t received your order two days after the expected delivery date, contact us by email ([email protected]). We will trace the order through Canada Post to check the status. If the status is in-transit, Canada Post will label it lost after 30 days. Canada Post opens an investigation, which can take up to five business days to complete. If the order is marked as delivered by Canada Post, we are not responsible for any lost or stolen packages. We do not return packages with an incorrect shipping address. Please confirm your shipping address before purchase. If you receive packages through a community mailbox, please indicate on order. We will send it with a signature required to prevent theft. We only ship out packages with “signature required” when requested.
Q2. How much do you charge for shipping?
We offer free shipping on all orders over $150. We charge a flat rate of $25 for all other orders, shipped via Xpresspost with Canada Post. Every order will receive a tracking number via email once shipped.
Q3. What happens after I send the e-transfer?
Once you’ve sent the e-transfer, it may take up to 48 hours for us to process the payment. Once we receive the e-transfer, we will notify you by email. We will send a tracking number by email once we have packed and shipped the order.
Q4. Will my order arrive safely?
We pack all orders with care in a vacuum-sealed package for privacy and to protect quality. We ship all orders via Xpresspost with Canada Post, which is secure and discreet.
Q5. I traced my package, and it's gone to another city. What's happening?
If you’re using Canada Post to track the package, this is likely human error. If you have provided the correct address, Canada Post will reroute the package to your valid address. Please allow a few days extra shipping time for arrival.
Q6. Do you ship to other countries?
No, we only ship within Canada.
Q7. What time are you open?
We are open and processing orders Monday to Friday from 9 a.m. to 5 p.m. We may accept E-transfers over the weekend and will mark your order as processing until packed. Any orders over the weekend will be shipped out on Monday.