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Contact Us

We’ve included some of our most asked questions and answers below, for more detailed support, visit our Support Page or contact us via the contact form below. 

Common queries answered

Most Frequently Asked Questions

We currently accept the following payment methods:

– Visa (for purchases up to $500)
– Mastercard (for purchases up to $500)
– Interac e-transfer* (Please refer to the payment instructions on your order receipt)

*Please note that all customers making an order from Oct 1, 2020 onwards, will have a $500 checkout limit for their first order (This amount is only for the first order and will increase for proceeding orders)

 

To ensure your order gets processed quickly and without any problems, we ask that you carefully follow our payment instructions.  Each bank e-transfer process is a little different, so these instructions are a general guide that we ask you follow:

1. Log in to your financial institution’s online or mobile banking and navigate to Interac e-Transfer Send Money.
2. Select the account you would like funds transferred from.

3. Add recipient details.  **IMPORTANT** For the e-transfer recipient NAME field, enter your order# (example BL134568 – (letters and digits) )   AND the  name of actual customer that the package is being delivered to.  So the recipient field should look something like  BL 34568 John Smith, figuring the person the package is going to is named John Smith.  

We often have friends or family making payment on behalf of the person ordering; following our instructions properly helps us to avoid any issues with payments getting applied to the correct order.
*Important – Do not put any product or order related information anywhere in the e-transfer besides the order#, or the payment may be declined.
PAYMENTS THAT WE ARE UNABLE TO MATCH TO ORDERS WILL BE DECLINED.

*Email address to send payment to:  see receipt for payment email address

4.Type in the specified amount you are sending, along with a personalized message or note (Please also put the current order number in the personalized message or note field). 

5. Enter a security question and answer **IMPORTANT** Enter question and answer as follows:
Question: Your current 4-6 Digit Order Number or numbers in words if your bank requires (Example: “BL123456”, “Order BL123456” or “BL One Two Three Four Five Six”) 
Answer:    PAYMENT (not case sensitive “PAYMENT” or “payment”)  
6. We will deposit your e-transfer as soon as possible and process your order accordingly in the order it was received.  Once payment is accepted by us, you will receive notification.  After you receive notification of your payment acceptance, please allow time for your order to be fully processed and shipped. 

Registering an account with us is simple. Please go to the following link to enter all your billing details, your email address, and password of your choosing.  Create account

From your account dashboard you can view your recent orders, manage your shipping and billing addresses and edit your password and account details.

We use Canada Post Xpresspost which generally takes 1-5 business days to most locations. On occasion, packages can take longer due to unexpected delays. If this does occur we do NOT compensate for late packages. We cannot control Canada Post delays and cannot be held accountable.

All payments that arrive to our inbox before 10:00am PST (Pacific Standard Time) will be shipped out that same day excluding weekends.  We are closed on Saturday and Sunday, however we are still accepting payments.  

If your payment was sent and received to our inbox anytime after 10:00am on Friday ( this means anytime on the weekend also), your order will be processed and shipped the following business day which is  Monday.   

If you have made payment on the weekend, your tracking number will be sent to you Monday evening between 5-7pm PST. Inquiries made for tracking number before this time may be ignored. 

Depending when payment is made and when it’s received by us will factor in to when your order is processed and tracking information provided.  Once we upload the tracking number (a manual process), a notification email will be sent to you with a link to Canada Post.  Tracking numbers are generally uploaded between 5-7pm PST, Monday to Friday.  We are closed on the weekends. 

If you have made payment on the weekend, your tracking number will be sent to you Monday evening. Inquiries made for tracking number before this time may be ignored. 

If your online bank shows that an e-transfer has been sent, and you’ve sent it to the correct email address: see receipt, be assured it will arrive to our inbox and be processed in the queue once received.  

Once you initiate e-transfer, funds are immediately withdrawn from your account and placed into a holding account by the bank until funds are deposited by us. 

You will receive email from Interac or your bank to advise that we have accepted your e-transfer. 

All e-transfers received by our inbox before 10:00 am PST (Pacific Standard Time), Monday to Friday,  will be accepted, order processed and shipped the same day.

Simply take a  clear, in focus, close up picture of your government issued ID card (front and back) with your phone or other camera device.  

ID uploaded must be a government issued identification card with picture image eg. drivers license, medical services card, or other government issued picture ID showing date of birth.

Once logged in to your account, click link “Choose File” for each Front Image and Back Image.  Navigate to the location of the stored image on your phone or computer, and select.  Do this for Front Image first, then again for Back Image.

Once both image files are selected, click “Submit”.   You will now see your ID verification status as “Pending”.  Our team will review your submitted ID promptly, once verified you may continue to purchase as usual. 
Please note,   ID submitted must match billing address on file in your account, and the following:
– The document must not be expired.
– The picture must be clear. 
– The file type must be in either JPG or JPEG format.
Important:  Do not black out or hide ID number, birth date or expiration date.  These are required for verification.  Your verification request will get denied if these fields are not viewable .  

Important – If you are logged in, your account is verified, and receiving the error:

“In order to comply with legalization requirements, we now require ID’s to be verified before checkout out. Please Login to your existing account or Register for a new account and upload your ID images. Once your ID has been verified, the images will be permanently deleted from our servers. We will only keep specific data to prove ID verification. Thank you for your continued support in this transition period.”
This error is caused by a mismatch with the email address being used.  The email address used in the checkout billing section MUST match the registration email address. The email address used upon account registration will be tied to your ID verification. 
If you are not sure what email address you used to register with, you can click the “Lost your password?” link in the login (my-account) area. Then check your possible emails to see where the password reset arrived to.  If you don’t receive an email, it’s possible you have entered your email address incorrectly upon registration, and will require us to change it for you.  Please contact us to check and update your email address on file. 
Still need help?

Get in touch with us

Office hours

Monday – Friday
10:00 – 6:00
Response may take up to 1 business day.

Tracking numbers: Please be sure to check your spam folder before contacting us.

Processing: Orders paid after 10:00 AM. Vancouver time (PST) will be sent out the following business day.

We ask that customers please be patient. We receive a lot of followup emails hours after orders are sent in. Please give us time to work. Thank you!

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