Do you replace my order if its is lost?

Yes we will, but we have a few exceptions. Here’s our policy on that.

We will replace your order if;

1. You have purchased shipping insurance at checkout. 
2. Your address is correct and the phone number you provided works.
3. You initiated a request with us to investigate the missing package through Canada Post. 
4. Canada Post has sent us a document confirming the package was lost.

Shipping insurance costs are as follows:

 Insurance will increase by $2.25 for every $100 after the first $100. The full value of your package is completely covered if your package has been deemed lost through a Canada Post investigation.

** Our insurance is the same price as Canada Post’s. They always ask for a receipt, so we can be more discreet this way!

Shipping is $20 for orders under $200. If your order is over $200 then we’ll pay the shipping!

We ship within Canada and only to registered users.

Freshness & Odorless to Your Door

We make sure to package all of our products in a way that contains smell and freshness all at once.

Safe and Sound Shipping

Our shipping boxes are unmarked and discreet.

Here are 2 likely scenarios:
1. The postal worker put it in the wrong mailbox, or what most often happens is that a postal worker will scan in all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering it.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later.

2.From Canada Post
The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked:
with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf; their Community Mail Box for the item or parcel compartment key; around their property to see if the item was left in a safe location or in a mailbox attached to their home.
In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.”

We always ship within 24 hours of your e-transfer clearing. Monday to Friday. Orders do not ship on the weekend. 

Please contact us if you do not receive your tracking within that time frame.

If you’re package is late and you want to track it go to Canada Post Tracking. Find out if it has been at one location for longer than 4 days or you can’t find it, please fill out the form below and we can start a trace with Canada Post. 

If a trace is filed, Canada Post will conduct an investigation (which can take some time to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.
We will not resend a package if it is your error. (Example you give us the wrong address.)
We do not offer postage refunds if your order arrives late due to any postal issues.

We have replaced the signature option with shipping insurance.

If Canada Post bring this option back, we will too. 

We will email you the tracking number once we have it.

PLEASE, BE ADVISED TRACKING NUMBERS, AT TIMES, WILL TAKE SEVERAL HOURS TO BE ENTERED INTO CANADA POST’S SYSTEM. OUR MAIL OUT TIMES OCCUR AT THE END OF THE DAY SO PLEASE BE PATIENT BEFORE CONTACTING US. ALL PACKAGES LEAVE OUR LOCAL POST OFFICE AT 5 PM PST AND TRAVEL TO RICHMOND OVERNIGHT.