Frequently Asked Questions
Membership
I need help! Who do I talk to?
We offer a Live Chat option if you need to speak to an agent right away.
Or you can send us an e-mail at [email protected]
CUSTOMER SERVICE HOURS
MONDAY – FRIDAY
9 AM – 4 PM (PST)
Not available on Holidays or Weekends
Can I purchase without a membership?
Yes, you can purchase without a membership. By purchasing you are confirming you are 19 years of age or older.
How do I become a member?
Joining is easy!
- Follow this link > Become a Member
- Click Register
- Enter your e-mail and click Register
You're Done!
You will automatically be logged into your new account dashboard where you will have access to your:
An email verification will be sent to your email, where you can set your new password!
What is the benefit of being a Member?
Becoming a member gives you a list of benefits!
- Earn Points
- Access to Member Only Rewards
- Exclusive Discounts
Why am I not receiving confirmation emails?
Not receiving any order confirmation email with payment instructions or tracking information? Please make sure to check your spam and junk folders. You may also have to whitelist our e-mail address. You can do this by adding our e-mail to your contact list.
How to Whitelist:
GMAIL:
- Open email
- Click the drop down menu beside "Reply"
- Select "Filter messages like these"
- Click "Create Filter"
- At the bottom of the window select "Create Filter"
- Select "Never send it to Spam"
OUTLOOK:
- Open email
- Right-Click on the sender's name, click "Add to Outlook Contacts"
- Click "Save"
- On the tools menu Click "Options"
- On the Preferences tab, under Email, click "Junk-Mail"
- Click the "Safe Senders tab
- Select the "Auto trust e-mail from my Contacts" check box
Ordering / Payment / Fees
Is tax included in your prices?
Taxes are included in retail prices
E-transfer has been sent but order status is "On-Hold"
Payments are deposited between the hours of 9am-5pm, Monday to Friday, not including holidays.
Your order status will be updated to "processing" once your E-Transfer has been deposited.
*Please allow up to 2 hours for the Interac e-Transfer to deliver your funds to our payment system.*
If your e-transfer has not been deposited after 12 hours during 9am-5pm Monday to Friday, this may be because we have not received your payment or you did not follow the instructions provided when sending the e-transfer.
Please double check the information on your e-transfer matches the payment instructions provided.
Why hasn't my e-transfer been deposited?
If your E-Transfer is still pending, or has not been received, this could be due to a number of reasons:
1. We were unable to match your payment to your order when no order number is included in the notes section of your E-Transfer
2. We have not received your E-Transfer because you have sent the payment to the incorrect email address.
3. Your bank has flagged the transaction as suspicious, and needs to be contacted for confirmation to proceed with the transfer.
4. We were unable to accept the E-Transfer, because you have not included the correct question and answer as stated in the payment instructions.
If your order’s payment can not be accepted due to any of the reasons above you will be notified with an email from the accounts team. If no payment is received after 24 hours, your order will automatically be cancelled and can not be re-opened again, a new order must be made.
Refunds / Exchanges
Do you provide refunds/exchanges?
We do NOT provide refunds or exchanges.
Shipping & Delivery
What is Shipping Insurance?
If you choose to add Shipping Insurance to your order, your package is marked as a guaranteed delivery due to Postal Service Failures. If you do not receive your package, a credit will be issued for the full amount of your order.
This does not cover packages marked as delivered.
Click here to read more about shipping insurance: Shipping Insurance
Please Note: Nunavut & Northern Ontario are excluded from shipping insurance.
What happens if I don't receive my package?
If you don’t receive your package within 48 hours after the expected arrival date, please don’t hesitate to contact us at [email protected]
We will not be held liable for lost orders due to:
- mistakes by the postal office
- wrong address/unit # given by customer
- seized at postal facility
- stolen packages after delivery
If a trace is filed, Canada Post will conduct an investigation which can take up to two weeks to complete.
Tracking says "Successfully Delivered" but I have not received my package?
There are number of reasons why your pack may have been set to “Successfully Delivered”
Often your item has not been lost or stolen, just delayed in delivery:
- Postal worker scanned all packages they have in possession as delivered and will spend the day/or following business day completing the delivery.
- Postal worker has placed the package in the wrong mailbox. We highly recommend you checking with your neighbor.
- Please note, we are not liable for mistakes caused by Canada Post or other shipping providers, such as your package being delivered to the wrong address
If you have not receive your package within 48 hours after the “Successful Delivered” status, let us know and we will file a trace with Canada Post which takes about 7-14 business days.
Tips for ensuring a successful delivery, we recommend:
- Double check the shipping address you have provided is correct
- If your package is heading to the wrong address please contact the shipping provider as soon as possible to adjust your address
- If you are using a flex delivery address, make sure your account number is included as well as the RPO of which post office you have chosen for pick up
- If you community mailbox, make sure the mailbox number is correct
- Before panicking about a missing package, please check with your neighbours to see if they accidentally received your package
High Theft Areas
If you live in the following provinces:
- Nunavut
- Northern Quebec
- Northwest Territories
We cannot offer any delivery guarantees, you will be ordering at your OWN RISK. If your order is stolen or lost, we reserve the right not to replace it.
* Shipping Insurance will not be eligible for orders from these provinces. *
My package is going to the wrong destination
If you’re tracking your package on Canada Post, Purolator or another shipping provider and it's in a wrong city, it is most likely due to human error.
Please call the shipping provider as soon as you notice any deviation or incorrect destination.
Humans errors happen on occasion as postal codes are manually entered by the post office. They may have entered it wrong and off by a digit/letter which can cause a routing error and delay of 1-3 business days .
If you do not receive your shipment after 5 business days, please feel free to contact us and we will contact Canada Post to trace the package.
My tracking hasn't updated
If your’re tracking your package on Canada Post’s website and it has not been updated its may be due to the following reasons
- We are enroute to ship your package and it hasn’t been scanned yet at the post office
- The package has been dropped off at the post office already but the clerk has not scanned or missed the scan on the package. The next scan will be later in the day at the processing center
- Canada Post tracking system has a glitch with the tracking number
- Don’t worry, once the package is in Canada Post system it’s already making its way towards you. Expect delivery within 2-3 business days depending how far you live from a major city in your province.
Members get their package on time or usually just a day later. If you do not receive it after 2 days please let us know.
How long does delivery take?
Once your order has shipped, it will take up to *3 business days to receive your order with Canada Xpress Post.
We give free shipping upgrades to our customers with eligible addresses, this means we will use whatever courier gets you your package earlier, generally Purolator.
* Please note that, delays may happen that is far beyond our control that will delay your delivery
When tracking your package, please look out for the status “Item out for Delivery”, as this will indicate the package has left the sorting facility and is on the way to
** Shipping may be delayed on Statutory Holiday, Holiday Seasons and when experiencing extreme weather conditions **
When will my order ship?
Place your order before 11 AM PST and we will ship your order same day!
* Please be advised, the payment must be processed by our team in order to move it into the processing state for shipment the same day
- The interact system can take up to 3 hours to direct your payment to the provided email address. Make sure to pay early to ensure that your payment is processed before 11AM.
- Canada Post operates Monday to Friday only, so we do not ship packages out on the weekend or holidays. Feel free to make an order and pay as we will still be processing orders through the weekend.