FAQ

Shipping & Delivery FAQ

Do you ship outside of Canada?

No.  We’re located within Canada and we only ship within Canada, no exceptions.

How do I get added to the coupon code mailing list?

To get added to our mailing list to receive our monthly coupons send us an email or place an order.  You’ll be automatically added to our mailing list for the next coupon.

I placed an order but didn't receive a copy?

Check your junk folder and if you find the email be sure to mark us as not junk.  If you don’t find an email in your junk or spam folder then you may have accidentally made a spelling mistake when entering your email address.  Please place a new order.

How soon is my parcel shipped after I make payment?

We do our best to ship parcels on the same day that we’ve received payment.  If you’ve made payment after our shipping cut off then your package will be shipped on the next business day.

How long does it take for delivery?

Once you’re inside the cart you’ll see a few options for delivery.  Our standard shipping uses Xpress Canada Post which is usually 2-3 days to most places in Canada.  If you live in a more remote town or New Bruswick or PEI then please allow for additional delivery time.   Priority Canada Post and Fedex both offer next day delivery to major city centres and faster delivery to more remote locations.

If you’re in a rush we do find that FedEx typically has more reliable delivery during the year and also around busy times like Christmas.   Please note that neither FedEx nor Canada post offer service on the weekend or stat holidays.

I looked up my Canada Post tracking number but it's now showing up. When will the tracking code work?

Typically Canada Post tracking codes start working 2 or 3 hours after your parcel has been shipped at the depot.  Sometimes packages don’t get scanned properly and there can be a long delay for it to show up on tracking.  Please contact us to let us know so we can look it into it for you.

Can I ship a parcel with no signature required?

Normally all parcels are shipped with a signature required for both Canada Post and FedEx.  This gives you additional security that your package will be delivered to your hands or who ever is at your home upon delivery.   You have the right to waive the require signature upon your own risk.

Someone at my home accidentally turned away the package. Can you reship it?

When a parcel is returned to us we’re charged for return shipping.   For us to reship your package you’ll need to pay for both the cost of the return shipping and the cost to re-ship the parcel back to you.  Call us right away so we know what you’d like to do.

Do you guarantee delivery?

If Canada Post has routed your parcel to the wrong city we will contact Canada Post and ensure it’s shipped to you as soon as possible.

On the rare case where a parcel goes missing we will create a support ticket with Canada Post and we will reship the your order.  If the original parcel arrives to you after we’ve shipped the second package, we ask that you either don’t accept it so it’s sent back to us or you can accept the package and pay for a second order.

To date we haven’t had a parcel mis-routed or lost from FedEx.  If this does happen the same rules apply as above.

Someone signed for my package but I didn't receive it. Are you going to reship my order?

No.   If the tracking shows that the parcel has reached the destination then we won’t ship you a new package.   We recommend to double check with anyone who was at your home on the delivery date and we’ve also had cases where a neighbour has accepted the package on someone’s behalf.   Please send us an email and we’re happy to have a service ticket created for you with Canada Post.

I'll be out of town when my package is being delivered. Can someone else pick it up from the Canada Post depot?

Yes.  With your permission your Friend or Family can pick up your parcel.  They’ll need the tracking number or the delivery notice card along with valid ID to pick up your package.

I'm working away from home. Can I have a parcel delivered to the nearest Canada Post Office?

If the post office in the town your working in allows packages to be sent in Care/Of please use the post office address as your shipping address.  You’ll also need to add an extra line so the order address should look like the example below.  Please send us an email to let us know and be sure to double check with the Post office because only some locations offer this service.

John Doe
C/O Canada Post
1234 Howard Street NW
Brent Creek, Manitoba
M7N 1H8

I can't be at home for the delivery. How long will my package be held at the Post office?

If you’re not at home to receive your package, a delivery notice card will be left listing where the package is being held for pick up.   Canada post will hold your package for 10 business days before shipping it back to us.

A vial froze during shipping. will you replace it?

Canada typically has cold winter temperatures and although this is rarely an issue, sometimes when deliveries are being made to more remote towns occasionally a vial will freeze.  Please contact us right away with information of what froze and provide photos.

Please note that if you chose to have no signature required, you accept the risk of delivery to your home.  We won’t replace product that has frozen while on your doorstep or in your mailbox.

I accidentally ordered the wrong product. Can I ship it back for an exchange?

No.  for the safety of our customers we can’t accept any product back that has been in customers hands.  We hope you understand.

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