Is the 19+ signature mandatory?
Yes. There are NO EXCEPTIONS to this rule! As per our Terms Of Services and Refund policy, all sales are final!
To make this very clear: IF YOU ARE UNDERAGE, YOU WILL NOT RECEIVE YOUR ORDER AND WILL NOT BE REFUNDED OR BE ABLE TO PERFORM A CHARGEBACK! Our payment processor is aware of this and will side with us! ALL chargebacks initiated by underage purchases were successfully contested!
We consider a returned undelivered order shipped with age verification an underage sale unless the customer can prove without a doubt he is over 19 years old!
Do I need to be home when my order is delivered to sign?
No. If you are not available to sign for the package, Canada Post will leave a stub for you to pickup the order at the nearest post office.
I need to modify my order!
Unfortunately with the current Shopify system we use, we cannot edit orders!
If the order has not shipped yet, use the contact form to request a cancellation!
If the order has already shipped, we are sorry but there is nothing we can do!
Why hasn't my order shipped yet??
Please note the black bar at the bottom of the page. This bar currently list our order processing delays.
While we do our best to ship orders on the same day, we sometimes need a little bit of extra time!
I was double/triple/quadruple charged on my Credit/Visa Debit Card! How come?
Every order with card is checked for security by the payment processor. Every time you receive a decline while trying to place an order, a temporary charge is placed on the Credit/Visa Debit Card. This charge will not be captured and the funds will be released within a few business days.
Please note that this is completely out of our control and is managed by your financial institution.
I did not receive a confirmation email!
There are 2 possible scenarios for this:
1 - Please check your spam folder!
2 - You most probably received a decline when trying to place your order. A pop-up should have appeared when placing the order. Please disable pop-up blocking on your browser if you do not view pop-up.Since the transaction was declined, the order was not processed. If your credit card was charged even if no order confirmation was received, refer to question "I was double/triple/quadruple charged on my Credit/Visa Debit Card! How come?" just above.
Canada Post has marked my package as delivered but it hasn't arrived!
We have noticed a trend when Canada Post marks a package as delivered when it is not the case. Please allow 24hrs for the package to arrive. If the package has still not arrived, please contact us with your order number and we will open a ticket with Canada Post.
Canada Post did not respect the time frame allocated for delivering the product, can I get a refund on shipping?
Unfortunately we do not currently track nor request refunds from Canada Post for delayed delivery. This would be too time consuming and cause unnecessary overhead. We are working toward a solution to be able to offer partial refunds for late delivery!
Why do I have to pay to have the order reshipped if it was returned to you?
When shipping an item out, we pay to have the package transported from our warehouse to your door. When the package gets returned to us for any reason, we are charged for shipping the item from you to us! Every option selected for shipping the item to you (Xpresspost, 19+ verification...) is also applied to that return shipment to us. We are therefore charged 2x for that shipment! Since we already subsidize 40% of the shipping, can you easily see that this is very costly. We understand mistakes happen, so we are willing to accept paying the cost of the return shipment to us!