Frequently Asked Questions

Mail Order

After you place an order, you will receive a confirmation email with the details of your order and the etransfer instructions. If you don’t receive a confirmation email, check your junk folder. If you still don’t see an email from us, double check your email address. If you provide an incorrect email address, there will be delays with your order.

After we receive your etransfer, we will process your order. Please look in your email after you have placed an order for eTransfer instructions. Please also check your junk/spam folder if you can’t find the email.

Orders with non-payment will be held for 24 hours. If we do not receive an etransfer from you within that time frame, your order will be cancelled.

Orders get processed the evening we receive them. Your etransfer will not be deposited until we are packing your order, so don’t panic if you don’t see any action from us during the day.

Once we process your order, you will receive your tracking number, and your order will be marked completed.

Your tracking number comes by email, as a note on your order.

Orders go out the following business day. For example, if you order Monday, it will go out Tuesday and you can expect to receive it by Thursday or Friday. If you order on Friday, your order will get processed that evening, and you will receive your tracking number immediately, but it won’t actually go out until Monday, and you can expect to receive it Wednesday or Thursday.

Shipping is by Canada Post, and is always Xpresspost 2-3 day delivery. However, for many reasons, Canada Post can take longer than that, especially if you live remotely.

Be sure to provide correct shipping information! If there are any typos on your order, causing you to not receive your package, we will not reship at our cost. We do not cover any packages delivered to the wrong address due to customer negligence.

If you have specific instructions for Canada Post, you must set a delivery preference before the delivery agent attempts to deliver your package at your door. Once your package is out for delivery, you can’t select or change your delivery preference. It’s important to track your package and sign up for notifications as soon as you receive your tracking number from us.

As of March 2020, Canada Post is no longer accepting signatures for delivered packages in order to reduce person-to-person contact as a result of Covid-19. Please note we do not cover packages marked as ‘delivered’, so if you are in an area where you are worried about postal theft, we highly recommend signing up for a Flex Delivery Address.

Orders are double vacuum-sealed and shipped in a plain white bubble envelope with a nondescript, vague shipper’s name, such as FX Industries, Stack Technologies, ZippyBlue Designs, etc.

If your package gets lost or stolen (which is very unusual), we will re-ship at our cost, one time only. We do not offer replacement packages on your order if the tracking number says ‘delivered’.

Home Delivery

After you place an order, you will receive a text from your driver confirming your order and providing you with a general ETA. We will try to text you within 15 minutes of receiving your order, but if it’s a busy day, it might take a bit longer if we’re with a customer or can’t find a place to immediately pull over to safely text.

Hour delivery hours are noon until 10pm, 7 days per week.

We make every effort to get to people within an hour. However, weekends and evenings and during sales, wait times can be a bit longer. If this is the case, we will text you and let you know. Sometimes you get lucky and we’re just around the corner and you get your goodies within 15 minutes!

When your delivery is next, we check your address and send you an exact ETA, +/- 5 minutes for unexpected traffic/construction/etc.

When we arrive, we will text you to come and meet us at the curb. We never knock on doors.

If you want to receive home delivery while you’re out, just leave the instructions for the driver in the ‘Notes’ section of your order, or text the driver telling her where to leave your order. We often do mailbox or concierge deliveries, or you can let us know a safe place to hide your order, and we will text you a picture of it after we drop it off.

No-shows are $20 for us to return, because time and gas.

If you provide an incorrect email address or phone number, there will be delays with your order, or you may not receive your order at all if we cannot contact you.