FAQs

Discretion is the name of the game!

All our products are vacuum-sealed in odour-proof bags for freshness and protection. Then they are boxed and sealed in generic, unmarked Canada Post bubble mailers. 

The bubble mailer includes only tracking and delivery information, no compromising images or text. Even the box is blank!

Any package with a value of $250 or more will automatically be sent with a signature-required delivery confirmation. You can waive this requirement, but it is not recommended. Packages have disappeared from doorsteps! We will not be held liable for lost or missing packages if you have waived this requirement.

For packages worth under $250, the signature-required confirmation is optional. If you wish to opt in, please checkmark signature when you place your order at checkout.

Please contact customer service if you would like to change the signature requirement of your order.

If you live in a basement suite or other sub-unit, you may include a “BSMT” (or other relevant indication) in the Address Line 2 field at checkout. Please note that letter carriers do not have an obligation to deliver to basement suites or sub-units and often simply drop off at the main numbered street address. If your preference is delivery to a basement suite or sub-unit, we cannot guarantee your package and will not be held liable or responsible if it is lost or missing.

Once you have made an order and the payment has been processed, your package will be sent out for delivery. Your tracking number will be provided via email once the shipping carrier has scanned the package.

PLEASE CHECK your spam folder for confirmation.

If you don’t receive your package within 48 hours after the expected arrival date, please don’t hesitate to contact us at [email protected]

We will not be held liable lost orders due to:

• mistakes by the postal office
• wrong address/unit # given by customer
• sized at postal facility
• stolen packages after delivery

If a trace is filed, Canada Post will investigate which can take up to two weeks to complete.

Please Note:

• We cannot issue refunds due to the lateness of the package as that is solely due to the shipping carrier and is not within our control.
• We are not responsible for lost or stolen packages once shipping carrier marks the tracking as “delivered”.

Canada Post may forget to add an updated scan to the order. This causes the order to appear as if it is not being processed. Most of our orders arrive within three business days. However, it they may be delayed due to unforeseen circumstances. If you have waited four or five business days and nothing has arrived, please EMAIL US directly at [email protected] and we will perform a trace for you with Canada Post.

If your’re tracking your package on Canada Post’s website and it has not been updated its may be due to the following reasons

• We are enroute to ship your package and it hasn’t been scanned yet at the post office
• The package has been dropped off at the post office already but the clerk has not scanned or missed the scan on the package. The next scan will be later in the day at the processing center
• Canada Post tracking system has a glitch with the tracking number
• Don’t worry, once the package is in Canada Post system it’s already making its way towards you. Expect delivery within 2-3 business days depending how far you live from a major city in your province.

Members get their package on time or usually just a day later. If you do not receive it after 2 days please let us know.

Here are two possible scenarios:

• The postal worker delivered the package to the wrong mailbox
• The postal worker mistakenly scanned the package as “successfully delivered,” but it will actually be delivered the next business day.

Canada Post says:

“When our Track tool indicates that a letter or parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location. Also, check with everyone in the household as another member of the house may have received or retrieved the item. If a signature is shown on Track, see if it matches anyone in the household who may have signed for the item, as we deliver to the address and not to the name on the item.”

Note: In rare cases, a delivery scan is entered into our system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.

Canada Post advises:

“If 24 hours have passed since the Track tool indicated the letter or parcel was delivered but the item hasn’t arrived, the sender can report the problem by starting a claim using Online Service Tickets.

Note: Only the sender can file a claim for non-delivery. If you are the recipient please get in touch with the sender or call Canada Post Customer Service.”

This is likely a minor processing error on Canada Post’s end, and it should correct itself within 1-2 business days. If your package remains in the same location for more than 2 business days, please contact our Customer Support via live chat or email for assistance.

In many cases the tracking isn’t updated due to a missing scan, which is a common occurrence for Canada Post. If your tracker is not updating, and the package is not delivered within 5 business days of shipment, please contact us and we will do a trace with Canada Post.