FAQ

Order

What Does Shipping Insurance Do?

Shipping insurance will cover the cost or replacing your order AND shipping costs giving you peace of mind!

To avoid fraud or misuse each case will be audited before the order is replaced. Before any orders are replaced we will thoroughly investigated individually.

If your package is missing more than 3 days past delivery date you may request to use your shipping insurance by filing a claim with us. To file a claim you must provide your order# as well as tracking# to support@astroleafs.ca. After we confirm your order and tracking number we will file a trace with Canada Post.

If a trace is filed, Canada Post will start an investigation (which can take up to 5 business days to complete). If they locate the package, they will ship it to you and you will receive it a few days later. If they cannot locate it and it is deemed lost or stolen we will replace your order.

Insurance will only cover packages that do not make it to their final destination and can be confirmed lost or stolen or in “limbo” by postal tracking. All packages are shipped to the exact address that is provided by the customer(you) therefore once the package is delivered by the postal worker the package is considered delivered and fulfilled. Once the package is delivered and confirmed you can no longer claim for the order.

Shipping insurance is single use and only applies to the order it was purchased with. It cannot be rolled over or used with any future or prior orders. The charge or $4.99 is non refundable and non recurring. Insurance will only apply to orders that do NOT make it to their specified address and must be counted missing for 4 business days after Canada Post has completed their investigation. (This does not include weekends or stat holidays). All packages are delivered via. express shipping. (2 day shipping)

If you would like to insure another order you must manually add it to that specific order and purchased again with that order at the checkout page.

Do you ship outside of Canada?

We only ship to Canadian addresses

How will my order be packaged?

All orders are packaged with care. We ensure that your order is properly vacuum sealed and odorless before placed in discreet packaging and shipped to your preferred address.

Are your pictures real?

Yes, all of our images are taken by our own photographers and of our very own products. You may notice the product images changing over time to reflect new and different products.

How do I order?

  1. Browse through our store and add items you would like to our cart.
  2. Checkout securely and safely using Interac e-transfer
  3. Your order will be fulfilled and shipped once PAYMENT is RECEIVED. You will have a tracking number within 1-2 business days of sending payment.
  4. If you do not send payment within 48 hours your order will regretfully be canceled

Can I add/edit/cancel my order?

If you like to add or edit your order, we ask of you to make a brand new order with the correct adjustments and email us regarding your old order so we can cancel it.

If you want to cancel your order that is not processed yet, you ca go into the system and cancel .

Please email us at support@astroleafs.ca with your order number being the subject line.

Payments

What Does Shipping Insurance Do?

Shipping insurance will cover the cost or replacing your order AND shipping costs giving you peace of mind!

To avoid fraud or misuse each case will be audited before the order is replaced. Before any orders are replaced we will thoroughly investigated individually.

If your package is missing more than 3 days past delivery date you may request to use your shipping insurance by filing a claim with us. To file a claim you must provide your order# as well as tracking# to support@astroleafs.ca. After we confirm your order and tracking number we will file a trace with Canada Post.

If a trace is filed, Canada Post will start an investigation (which can take up to 5 business days to complete). If they locate the package, they will ship it to you and you will receive it a few days later. If they cannot locate it and it is deemed lost or stolen we will replace your order.

Insurance will only cover packages that do not make it to their final destination and can be confirmed lost or stolen or in “limbo” by postal tracking. All packages are shipped to the exact address that is provided by the customer(you) therefore once the package is delivered by the postal worker the package is considered delivered and fulfilled. Once the package is delivered and confirmed you can no longer claim for the order.

Shipping insurance is single use and only applies to the order it was purchased with. It cannot be rolled over or used with any future or prior orders. The charge or $4.99 is non refundable and non recurring. Insurance will only apply to orders that do NOT make it to their specified address and must be counted missing for 4 business days after Canada Post has completed their investigation. (This does not include weekends or stat holidays). All packages are delivered via. express shipping. (2 day shipping)

If you would like to insure another order you must manually add it to that specific order and purchased again with that order at the checkout page.

I have sent an Interac e-transfer, what happens next?

Payments are accepted between 11:00am – 12:00pm PST Monday – Friday. (2:00pm – 3:00pm EST)

You have between 12:01 pm – 11:00 am the following day to cancel or make any changes to your order.

Once your payment is accepted your order will be processed and shipped by 4:00 pm PST (7:00 pm EST)

After your order is processed you will receive your tracking number by email. All orders are express 2 day shipping Canada wide.

No orders will be accepted or shipped during weekends or stat holidays. Canada Post is a Crown corporation that only operates during normal government business hours.

If you do order on a weekend (Saturday/ Sunday) or stat holiday your order will be processed the following Monday OR normal business day.

What if I don’t send payment for my order?

Once an order is placed the order status will be marked as “PENDING” until payment is received. Once your payment is received and confirmed we will begin preparing your order to be fulfilled and shipped.

No products are placed on hold until payment is made. This is to ensure that the correct inventory is available in real time. All orders are taken care of in priority sequence.

What payments options are available?

Interac e-transfer is the only payment method available at this time. All orders are market ast “PENDING” until payment is accepted. Once payment is accepted your order will be marked as “PROCESSING” at this point we will start to prepare your order to be shipped.

Shipping

What Does Shipping Insurance Do?

Shipping insurance will cover the cost or replacing your order AND shipping costs giving you peace of mind!

To avoid fraud or misuse each case will be audited before the order is replaced. Before any orders are replaced we will thoroughly investigated individually.

If your package is missing more than 3 days past delivery date you may request to use your shipping insurance by filing a claim with us. To file a claim you must provide your order# as well as tracking# to support@astroleafs.ca. After we confirm your order and tracking number we will file a trace with Canada Post.

If a trace is filed, Canada Post will start an investigation (which can take up to 5 business days to complete). If they locate the package, they will ship it to you and you will receive it a few days later. If they cannot locate it and it is deemed lost or stolen we will replace your order.

Insurance will only cover packages that do not make it to their final destination and can be confirmed lost or stolen or in “limbo” by postal tracking. All packages are shipped to the exact address that is provided by the customer(you) therefore once the package is delivered by the postal worker the package is considered delivered and fulfilled. Once the package is delivered and confirmed you can no longer claim for the order.

Shipping insurance is single use and only applies to the order it was purchased with. It cannot be rolled over or used with any future or prior orders. The charge or $4.99 is non refundable and non recurring. Insurance will only apply to orders that do NOT make it to their specified address and must be counted missing for 4 business days after Canada Post has completed their investigation. (This does not include weekends or stat holidays). All packages are delivered via. express shipping. (2 day shipping)

If you would like to insure another order you must manually add it to that specific order and purchased again with that order at the checkout page.

How will my order be packaged?

Your privacy is our top priority. All orders are packaged in a plain and discreet manner with no indication of the contents. All contents will be vacuum sealed.

What type of shipping service do you use?

We ship every package using Express Post by Canada Post

Tracking information has not been updating

If you are tracking your package on Canada Post’s website and it has not updated in sometime, it is most likely due to your package missing a scan, which is fairly common. Usually if you check back within 24 hours this will be update.

What happens if I don’t receive my package?

If you do receive your package within 3 business days of the expected arrival date, let us know and we will file a trace with Canada Post.

If a trace is filed, Canada Post will start an investigation (which can take up to 5 business days to complete). If they locate the package, they will ship it to you and you will receive it a few days later.

We also offer in-house shipping insurance on order if you decide to purchase it at the checkout page. While in transit there are so many unknown variables that could cause your package to go missing. For this reason we offer in-house shipping insurance.

Shipping insurance will cover the cost or replacing your order AND shipping costs giving you peace of mind!

To avoid fraud or misuse each case will be audited before the order is replaced. Before any orders are replaced we will thoroughly investigated individually.

To report a claim you must provide your order# as well as tracking# to support@astroleafs.ca. After these are provided and confirmed to be correct we will begin assessing your case.

Insurance will only cover packages that do not make it to their final destination and can be confirmed lost or stolen or in “limbo” by postal tracking. All packages are shipped to the exact address that is provided by the customer(you) therefore once the package is delivered by the postal worker the package is considered delivered and fulfilled. Once the package is delivered and confirmed you can no longer claim for the order.

Shipping insurance is single use and only applies to the order it was purchased with. It cannot be rolled over or used with any future or prior orders. The charge or $4.99 is non refundable and non recurring. Insurance will only apply to orders that do NOT make it to their specified address and must be counted missing for 5 business days after estimated delivery date (This does not include weekends or stat holidays). All packages are delivered via. express shipping. (2 day shipping)

If you would like to insure another order you must manually add it to that specific order and purchased again with that order at the checkout page.

Where can I track my package?

You can track your package at the Canada Post website.
https://www.canadapost.ca/trackweb/en#/home

Do I need to sign for my package?

Yes, all packages must be signed for. This is to ensure that your order goes to you and you only.

In doing so we take all the necessary steps to avoid delivery to the wrong address, package theft, and fraud.

Once your package is dropped off to a licensed Canada Post post office we are no longer liable for your package. Your order can be tracked via. unique tracking # which we will provide to you by email.

 

ALL SALE ARE FINAL. NO REFUNDS OR RETURNS.

All sales are final. As our products are considered consumables we cannot accept them back in any circumstance. If there is an issue with you order upon delivery simply email us at support@astroleafs.ca and we will see what we can do for you. As every case is unique we cannot guarantee any specific outcome and will be handled as we assess the issue.

If you reside in Nunavut, Northern Ottawa or Northern Quebec please note that you are at high risk of package theft. If you order to any of the provinces before mentioned you are ordering at your own risk!

We do not guarantee shipping for any uninsured packages and will not reimburse, prorate or offer replacement for any package that has gone missing and or been stolen. You can purchase shipping insurance upon checkout.

 

Shipping insurance is available at checkout page if you would like to insure your package.

Insure your package nation wide! While in transit there are so many unknown variables that could cause your package to go missing. For this reason we offer in-house shipping insurance.

Shipping insurance will cover the cost or replacing your order AND shipping costs giving you peace of mind!

To avoid fraud or misuse each case will be audited before the order is replaced. Before any orders are replaced we will thoroughly investigated individually.

If your package is missing more than 3 days past delivery date you may request to use your shipping insurance by filing a claim with us. To file a claim you must provide your order# as well as tracking# to support@astroleafs.ca. After we confirm your order and tracking number we will file a trace with Canada Post.

If a trace is filed, Canada Post will start an investigation (which can take up to 5 business days to complete). If they locate the package, they will ship it to you and you will receive it a few days later. If they cannot locate it and it is deemed lost or stolen we will replace your order.

Insurance will only cover packages that do not make it to their final destination and can be confirmed lost or stolen or in “limbo” by postal tracking. All packages are shipped to the exact address that is provided by the customer(you) therefore once the package is delivered by the postal worker the package is considered delivered and fulfilled. Once the package is delivered and confirmed you can no longer claim for the order.

Shipping insurance is single use and only applies to the order it was purchased with. It cannot be rolled over or used with any future or prior orders. The charge or $4.99 is non refundable and non recurring. Insurance will only apply to orders that do NOT make it to their specified address and must be counted missing for 4 business days after Canada Post has completed their investigation. (This does not include weekends or stat holidays). All packages are delivered via. express shipping. (2 day shipping)

If you would like to insure another order you must manually add it to that specific order and purchased again with that order at the checkout page.

 

Signature required on package?

By default, a signature will be required for ALL ORDERS. If you do not want this option, please leave us a note when ordering or email us at support@astroleafs.ca

If you decide to leave this option out, the Guarantee Replacement Policy or purchased shipping insurance is Void.

Tracking number is invalid

It may take up to 48 hours for Canada Post to update their system with the tracking number. If after 48 hours the tracking does not work please do not hesitate to contact support@astroleafs.ca