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 between 11am and 11pm PT.
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.
Once you receive your shipping confirmation email, you can track your order here: https://www.canadapost-postescanada.ca/track-reperage/en#/home
Or here: ups.com/track
Orders paid by 11am PT get shipped the same day! If you order Monday before our 11am cutoff time, it will get shipped that day and you will receive it Tuesday – Thursday, depending on where you live. If you order after 11am, it will go in the mail the next business day.
Plan accordingly, and be sure to account for bank holidays when the post is closed. We cannot change how couriers operate and we have no control over your package, or how fast it is shipped, once it is dropped off.
Shipping is by Canada Post or UPS, and is always Xpresspost/Standard 1-3 day delivery. However, for many reasons, couriers 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 or returned to us, due to customer negligence.
If you have specific instructions for the courier, 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 vacuum-sealed and shipped in a plain white bubble envelope with a nondescript, vague shipper’s name, such as Shemar Koss, FX Industries, Stack Technologies, 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’.