questions about orders and Shipping

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The best place to look is under your account. All orders will create a private account for tracking and sales history for each individual. This keeps all orders and individuals separate and private. 

We have them. Look for the link on the product page or go HERE for downloads 

Yes we will offer free shipping if certain criteria are met. Memberships offer discounted and free shipping according to the size of shipment. 

Orders can take between 1-3 business days (excludes weekends and holidays) to process.

Processing an order involves picking, packing, and double checking that the order is ready for shipment. At this point we send an email to the address on your account with the tracking number. 

If you went through checkout as a Guest then you are unverified and therefore we have no idea who you are and cannot send tracking number to you.

Once the order is picked up by the courier, it is literally out of our hands. Once an order is shipped, it can take an additional 1-9 business days (excludes weekends and holidays) for delivery.

The amount of additional time for delivery will depend on the method of shipping selected. Once order is on the truck, an Order Fulfilled email is sent, again with the tracking information, will be sent to you automatically. 

We are unable to relay delivery instructions to the carrier.

Depends on where the package is going and what account you have. Some receiving addresses qualify for Cardinal Overnight or FedEx. Others will be reached by Purolator. We also use DHL/Loomis/CanPar. All carriers are compared for the best handling, speed and price to the region.

Sure. As long as we have access to that carrier you can. Please wait for the ready to pick up email and then you can make your own the request for pickup at the location sited in the email.  

That is a good problem. Be sure to have the first order number to refer to when you open the chat and request a live agent. If the order has not been packed yet we should be able to pack 2 orders into one shipment, but we make no promises as once its turned over to the carrier we cannot make any changes as it is literally out of our hands. 

Have the order number when you open the chat and request a live agent, if the order has not been processed yet we might be able to cancel it but we make no promises as once its on the carrier dock we cannot change anything as its literally out of our hands.

As always, please make sure of all information and that it is correct before placing your order.

No we do not offer this as a option. If we discover that the receiving address is a Freight Forwarding Company (FFC) we will cancel the order before shipment. If you do have it covertly shipped to a FFC  we have no responsibility for the product being lost, stolen, tampered with, or damaged from the time it leaves our facility. 

If you want shipment out of Canada we will arrange it in-house and reach out to you with the details.

Have the order number when you open the chat and request a live agent, Any item(s) that are missing will need to be reported within ten days of delivery. 

In the event you received your order damaged we will request pictures in order to file a damage claim on your behalf. Example: a picture of the box and damaged item(s). 

Have the order number ready when you open the chat and request a live agent, and be ready to attach the pictures. Any orders received damaged will need to be reported within ten days of delivery. 

In the event you did not receive your order or if the tracking information states 'delivered' and you have not received the order, have the order number ready when you open the chat and request a live agent. Any orders not received will need to be reported within ten days of delivery.