📦 How Our Order Process Works

We process orders every weekday (Monday-Friday), excluding weekends and holidays. If your order falls on a holiday or weekend, it will be handled the next business day.

✅ Here’s how it works:

  1. Order placed: When you place an order, it goes into “on hold” status.
  2. Payment confirmed: Between 9 am to 1:30 pm PST, one of our team members will manually move your order to “processing” once we’ve confirmed your payment.
  3. Order prepared: Our packers begin putting together your order as soon as it’s moved to “processing.” If we receive your payment before 1:30 pm PST, your order will be shipped the same day, and you’ll get a tracking number by 4:30 pm PST. If payment is received after 1:30 pm PST, your order will stay on hold and be processed the next business day.

⏳ Why Your Order Might Be on Hold

Don’t worry if your order says “on hold.” It’s simply waiting for payment confirmation or processing the next business day.

  • Time of Order: Your order’s status depends on when you placed it in PST (Pacific Standard Time).
  • Current Time: Compare the current time to when you placed your order. If it’s after our 1:30 pm PST cutoff, it’ll be processed the next day.

💡 No Need to Confirm Your Payment

If you used the correct email for your e-transfer, it’s automatically deposited. You don’t need to confirm with us. Rest assured, if it shows “auto-deposit,” your payment was received correctly.

⏰ Payment Tip

To avoid delays, send your payment well before 1:30 pm PST. Payments sent too close to the cutoff might cause a delay in shipping until the next business day.

📦 Shipping Information

CANADA POST STRIKE UPDATE – December 5

Due to the ongoing Canada Post strike, Purolator is not accepting shipments originating from Canada Post. Consequently, all orders will be shipped via FEDEX Ground or FEDEX Expedited until further notice. We will resume using Canada Post once the strike concludes, though the exact date remains uncertain.

Additionally, due to significantly increased shipping costs—we have temporarily turned off free shipping for orders over $150. We apologize for this change and appreciate your understanding as we work to manage these challenges.

DELIVERY RESTRICTIONS NOTICE

We are currently unable to deliver to P.O. boxes due to carrier limitations. We recommend providing an alternate delivery address for your order.

📧 Important Note on Delivery Instructions

The postal service will not see any special delivery instructions like “Place at back door” or “Knock on the front door.” If you need special delivery arrangements, please email us in advance. We’ll help you format the information so the postal service handles it correctly. It’s best to use a straightforward address, like a P.O. box or the exact front door of your residence.

🚚 Tracking Number Updates

Your tracking number will be updated by 4:30 pm PST every weekday after your payment has been processed. You will receive the tracking number through email.