Please be advised that due to circumstances that are out of our control, such as summer heat, humidity and even time. There is always a risk that the shatter you ordered could turn to wax or budder by the time you receive it.
Unfortunately, shatter turning to wax budder is not uncommon when exposed to heat but it does not make your shatter any less safe or any less potent in any way whatsoever. In fact, the terpenes and aromatics will be more present if this happens and the flavor will actually be increased.
We do not offer any reimbursement or refunds if your shatter turns to budder or wax.
We keep all our edibles and concentrates refrigerated, during the warmer seasons there’s a chance your products will melt or separate during shipping, order at your own risk. Melted or partially melted edibles will not effect potency but can be harder to dose accurately. We suggest storing edibles and concentrates in the fridge, safely away from children and pets during warmer months.
A. Once the E-Transfer is sent, it may take up to 48 hours for us to process the payment. The E-Transfer transaction will be pending until we can collect the funds sent by E-Transfer. Once the E-Transfer is received by us, we notify you by email and send you a tracking number once the order has been shipped.
For any orders over $150 after discount, the shipping is free. We ship our orders via Xpresspost for a $25 Flat Rate price and will provide a tracking number via email for you once the order has been shipped. If you live in a remote area, your order may take a few extra days to reach you. For rural areas, Nunavut, Northwest Territories, and Yellowknife priority can be anywhere between 2-7 business days.
A. Once the order is placed, the next step is to send your E-Transfer to us. We keep the order on hold until the payment is received. If there has been no payment after 48 hours, then the order is cancelled.
A. If the product was not shipped, please email us with the order number to cancel. If you are looking to edit or add to an existing order, you will need to create a new order with us, and then email us with the old order number for us to cancel the previous order.
A. West Coast Releaf operates and processes orders only on weekdays. If orders are placed before 1PM PST and payment has been accepted, orders will ship the same day. If it is after 1PM PST, orders will ship the following day.
Please note that there is no shipping on weekends. Canada Post does not ship on weekends. If orders are placed on Fridays after 1 PST, the order will be shipping on Monday morning and the tracking number will be provided on Monday.
A. If you don’t get your package after two days past the expected delivery date, contact us via email. We will do a trace with Canada Post. If it is stuck in transit status, and is still in transit status for over 30 days it will be deemed as lost.
If there is a trace done, Canada Post will do an investigation which may take 5 business days to complete. If the package is located Canada Post will ship it to you and you should receive it a few days later. We don’t offer refunds if the package arrives late due to postal issues. Please order at your own risk, we are not responsible for any lost or stolen packages if your order is marked as delivered when tracking. Once Packages are marked as delivered to the address provided – no compensation or refunds could be provided. Please make sure you provide us with the correct shipping address. We do not return packages that have an incorrect shipping addresses. Please let us know if you receive your package at a community mailbox (we will send it with a signature required to prevent theft). We only ship out packages with “signature required” when requested.
A. We recommend to always video yourself unboxing the order for proof. If in any case a video is not provided, please take a photo of the package received along with the packing slip and email it to: [email protected] We will do our best to investigate and ensure a resolution is provided.
Our team is extremely strict with checking orders prior to shipping. Your package will go through a series of members to ensure every item is packed.
A. There are two possible scenarios here:
• The postal representative delivered the package to a wrong mailbox
• The postal representative scanned the package as “successfully delivered,” but it’s actually delivered the next business day.
In some instances, a delivery scan is entered into our system before the item is delivered. If you believe that the addressee has received the package before we contact you, email us and indicate that the item has been received.
*Please keep in mind once package is deemed as, “successfully delivered” via Canada Post, we are unable to provide a refund.
An investigation can be done by contacting the addressee to confirm that the delivery took place or to better understand how they receive their mail. The front desk can be checked, mail room, or security room at the address to see if the package was accepted by someone else on the behalf of the addressee.
Areas that can be checked:
• Community mailbox
• Around the location to see if the package was left in another location. The mailbox should also be checked.
In this situation, LPB is not liable for missing/stolen packages. If you are aware of missing packages in your area or is aware of any mail theft in your neighborhood/building, please use a flex delivery address for shipping. This way your package will be safely sent to your post office of preference.
Unfortunately, mail theft is still happening, and this is something we are unable to avoid. However; if your package looks tampered with or the package feels light. It is very important to record an unboxing or take photos and send it to us. We will review every claim case by case.
A. If you’re using Canada Post to track the package, this is likely human error. This can occur because the postal representative may handle the postal code incorrectly. If they are off by one letter or digit, then the package will go to another city. This results in a rerouting delay of 1-2 days before the package is sent to the right destination.
A. Most people get their package on time or a day later. In many cases, the tracking isn’t updated due to missing a scan which is a common occurrence. If you don’t receive it 2 days after the expected delivery date, contact us and we will do a trace with the post office.
A. Unfortunately, there are much higher percentage of postal thefts when shipping to Northern Ontario, Northern Quebec & Nunavut. We cannot offer any delivery guarantees. If you live in these areas, you will be ordering at your own risk. This means you will not receive a replacement package or refund if your package is lost or stolen.
A. We email the tracking number before scanning the package at the post office. It won’t show up as trackable on the Canada Post site until the package is scanned by the post office. The correct tracking should show up by the end of the business day.
A. West Coast Releaf assumes no responsibility for lost orders due to:
Wrong address provided by the customer (including typos or auto-correct errors)
Customer change of address / residence
Theft after delivery
Package being rejected upon delivery (by doorman or other)
We no longer use a return address. Packages with incomplete/ incorrect addresses (missing unit #) will be undeliverable by Canada Post and not returned to us. No refunds or replacements will be given for this mistake. PLEASE MAKE SURE YOU ENTER IN YOUR CORRECT ADDRESS. Contact us immediately for corrections before paying.