1. What Payment methods do you accept?
-Currently we only accept Interac e-transfer, however, we are working on adding more options.
2. Where can I find instructions on how to pay?
-If you would like instructions before making an order please visit our HOW TO BUY page.
-If you have made an order you find detailed instructions on your ORDER THANK YOU page, directly after you checkout.
-If you have made an order you will also find the same detailed instructions in your ORDER CONFIRMATION/ON-HOLD email, directly after you checkout. If you did not receive an email, try your SPAM box, and make sure to unmark our emails from your SPAM FILTER.
3. I sent the wrong amount in my e-transfer?
-Unfortunately we have to decline all payments that are incorrect. If you were unaware and made a mistake we will notify you via email. If you managed to notice your mistake right away, simply cancel your e-transfer and resend the correct amount.
4. How Come My E-transfer Has Not Been Deposited?
-Depending on when you have sent your e-transfer will determine when it gets deposited, we have scheduled payment processing hours, but rest assured if your payment was sent before our cutoff time your order will be processed.
1. When will my order get packaged and shipped?
-I need the sites shipping policies to answer this.
2. What days do you package and ship orders?
-We process and ship out all packages between Monday-Friday. We do not package on weekends and statutory holidays.
3. How long will it take to get my package?
-Xpress Post has advertised 2-3 business days depending on your location, however, Canada Post does guarantee these delivery times due to circumstances like weather, staff shortages, and occasional errors.
4. I'm having tracking number issues.
HERE ARE SOME COMMON TRACKING NUMBER ISSUES.
-There may be times that your tracking number shows that it has not been scanned yet, there are occasional delays in the Canada Post system. Please allow up to a full 24 hours before contacting us, but we assure you that our customer service staff will help you to track down your package.
-If you have not received your tracking number in your Completed email there is a possibility we are having problems and conflicts in our tracking number system that emails out. If you have not received your transactional emails or your tracking number in your email please report this to us so we can deal with it. We will send you your tracking number via manual email.
-If your tracking status displays a notice of undeliverable package, it is possible that your package has been confiscated. Do not worry, this is a common occurrence, you may receive a warning letter from Canada Post, please do not be alarmed. NEED TO KNOW YOUR REPLACEMENT POLICY.
5. I have not received my package
HERE ARE SOME COMMON REASONS YOUR PACKAGE HAS NOT BEEN RECEIVED.
-Theft of packages is a common occurrence, postal workers have been known to steal packages. In addition, we do not like to think the worst but mail theft in your community is a possibility. We strongly suggest you add Signature Required, so that your package is not left unattended at home.
-Errors by Canada Post is a possibility in which case we will help you track down possible CANPOST mistakes.
NEED TO KNOW YOUR REPLACEMENT POLICY.
6. What Are Shipping Costs?
-NEED TO KNOW YOUR SHIPPING CHARGES.
ORDERING AND ORDER QUESTIONS
1. Missing items and/or wrong package delivered.
-NEED A POLICY ON THIS.
2. My Rewards Points are not being applied.
POSSIBLE REASONS REWARDS POINTS ARE NOT BEING APPLIED.
-First make sure that you have the minimum sub-total of $75 in your order.
-Note that you cannot use coupons with Rewards points, you must select one or the other for each order you make.
-Note that your maximum redemption on a single order for reward points is $100.
-It is possible we are having issues with our rewards system, in which case you should notify us immediately so we can fix it promptly.
3. Can I edit my order if I made a mistake?
-Yes as long as your order is still ON-HOLD and not being processed you can edit your order by following by visiting your ORDER HISTORY.
4. Can I cancel my order, how long do you hold orders for.
-Unfortunately we do not allow customers to cancel orders, however, we automatically cancel orders after 24 hours, unless you notify us of a planned payment date. As mentioned we hold your order without notification from you for 24 hours.
1. I'm having problems registering.
-Please contact us and we will gladly help you through the process. We understand that not everyone is computer savvy and will get your account setup for you.
2. I've Registered Can I start ordering?
-Yes you are able to checkout your order after registering, however, your first purchase will not get processed until we have verified your age. Verifying your age is simple, safe, and secure, instructions will be included in your payment instructions once you have checked out.