FAQ

What do I need to do to become a member?

To be eligible for membership with our club, you must be a resident of Canada and over the age of 19. To register, complete the online member registration form here. There you will also need to submit a copy of one piece of government issued photo ID. (We allow our members to cover their driver’s license number to maintain privacy.) You can take a clear photo of your ID and upload it directly on the member registration page. We will NOT process any orders until we verify that you are over the age of 19. Once you have placed your first order, we will send you an email letting you know we have verified your age and that we are processing your order.

Do you have a phone number where I can contact you?

Sorry, we do not at this time. All correspondence is done via email. You can contact us at herbstorebc@gmail.com. We make every effort to respond to email inquiries as quickly as possible. We are available Monday through Friday from 9am PST to 5pm PST and on Saturday and Sunday from 11am PST to 3pm PST.

Can I edit or cancel my order?

If you would like to add to or edit your order, you will need to enter a new order and we will cancel your original order. Please email us at herbstorebc@gmail.com with the order number you would like canceled.

If you would like to cancel your order and it has not shipped out yet, please email us at herbstorebc@gmail.com.

Can I view my previous purchases?

Yes. When you are logged into your account you can view a list of all the products you have previously purchased by going to (MY PROFILE) and clicking on the shopping cart icon. This feature makes it easier to locate products you want to purchase again.

If you want to view your purchase history you can do this as well. When you are logged into your account go to (MY ACCOUNT) and click on the shopping cart icon to view a summary of your orders.

Can I change my login password?

Yes. When you have logged into your account go to (MY ACCOUNT) and click on the change password icon and follow the instructions.

Can I change my billing/shipping address?

Yes. When you have logged into your account go to (MY ACCOUNT) and click on the billing address icon. There you can change your billing address. If you scroll to the bottom of that page you will see a shipping address icon. Click there and you can change your shipping address.

Can I leave product reviews?

Yes. However only logged in customers that have previously purchased the product are able to leave a review.


When you are logged into your account you can view a list of all the products you have previously purchased by going to (MY PROFILE) and clicking on the shopping cart icon. This feature makes it easier to locate products that you have previously purchased. Click on the product you wish to review. Scroll to the bottom of the product page and click on review.

We strongly encourage you to leave honest reviews as this allows us to better our services!

Thanks in advance for taking your time to leave a review.

Why do you require a copy of my ID?

ID’s are required for proof of age (19+).

(We allow our members to cover their drivers license number to maintain privacy.)

Privacy is extremely important to us and we do not share any of your personal information with any third party.

How do I place an order?

  1. Once you have set up your membership (if you have not done so yet, you can do that here), head to our shop (if you have logged out of your account you will need to sign back in).
  2. Next, locate the products you are interested in ordering from the product menu section.
  3. Click on the desired product(s), choose your quantity, then click (Add to Cart).
  4. When you have all your products in your shopping cart and are ready to checkout, click on the shopping cart icon at the top of the page. Or, if you are on a mobile device, tap the shopping cart icon on the bottom right of your screen, or click on the (View Cart) tab and you will be redirected to your cart. At the bottom of the page, click (Proceed to Checkout) and you will be redirected to the checkout page.
  5. On the checkout confirmation page, you will see your order information and instructions on sending an Interac E-transfer. Orders ONLY ship after E-transfer has been received.
  6. Once you have confirmed your order details and shipping address, click (Place order).
  7. Once your order has been submitted, you will receive an email confirmation with your order details.
  8. MAKE SURE TO USE THE “SECRET QUESTION” AND “SECRET ANSWER” IN YOUR CONFIRMATION EMAIL as the secret question and secret answer in the E-transfer. (for detailed instructions on how to send an E-transfer go here)
  9. Once we collect your E-transfer, your order will be processed asap and will ship within 1 business day. Packages are shipped Monday to Friday.  We do not ship on weekends.
  10. Orders are shipped by Xpress post or Flat rate box’s (depending on physical size) and a tracking number will be emailed after your order ships.

What method of payments do you accept?

Payments are processed using Interac E-transfer. If you use online banking with a Canadian bank or credit union, then sending a transfer takes just a couple of minutes.

When you click (Place order) on our checkout page we will send you an email showing your order details and amount due.

In this email you will see instructions for the E-transfer and the “Secret Question” and “Secret Answer”
MAKE SURE TO USE THE “SECRET QUESTION” AND “SECRET ANSWER” when you send the E-transfer payment.

Send the E-transfer to herbstorebc@gmail.com.

Instructions are provided with your online invoice and orders ship only after E-transfer have been received. If we receive your payment by 10am PST, your order ships that business day, or else it ships the next business day.

If you have not sent an E-transfer before , please visit http://www.interac.ca/en/interac-e-transfer-consumer.html for full written and video instructions.

How do I send an Interac E-transfer?

If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes.

Send the E-transfer to herbstorebc@gmail.com.

Google is also a great tool and if you search “your bank name” + Interac E-transfer in Google.ca, you should easily find instructions on how to send a transfer with your financial institution.

For additional information on sending an E-transfer, please contact your bank or visit http://www.interac.ca/en/interac-e-transfer-consumer.html for written and video instructions.

What are the shipping fees?

Orders are shipped by Canada Post Xpress Post or Priority Shipping. A tracking number will be emailed after your order ships. Please allow an extra couple of business days if you live in a remote area. We also offer Priority Shipping for additional fees and you will be able to decide the shipping method that you prefer on the checkout page.

The following Rates are offered:

1) Regional: this category of shipping is offered to  the following Provinces: ( Rural areas in these province are not guaranteed the fast shipping times but we will do our best to get your package to you quickly.)

Saskatchewan, Manitoba, British Columbia, Alberta

Prices for Fast Shipping are as follows:

Xpress Post or Flat rate box’s (depending on physical size) : $19.99

2) National: this category of shipping is offered to the following Provinces and most rural areas:

Quebec, Ontario, Nova Scotia, Yukon Territory, Prince Edward Island, Nunavut,  Northwest Territories, Newfoundland and Labrador, New Brunswick

Prices for Fast Shipping are as follows:

Xpress Post : $24.99 or Flat rate box’s (depending on physical size)

Free Shipping: All orders over $200.00 qualify for Xpress Postor Flat rate box’s (depending on physical size) free shipping. Please make sure to check the appropriate shipping method that you require on the checkout page.

Your delivery is guaranteed (except for residents of Nunavut, Yukon, Northwest Territories, Northern Quebec or if you provide an inaccurate/incomplete address).

Do you offer FREE Shipping?

If you spend over $200 you will qualify for FREE Xpress Post or Flat rate box’s (depending on physical size) shipping. Make sure to
check the appropriate shipping method that you require on the checkout page.

What will happen to my order if I do not send an E-transfer payment?

Once you’ve placed your order, the next step is to submit an Interac E-transfer. Your order will be kept on hold till we receive your E-transfer. If we do not receive your payment within 2 days, your order will be canceled.

How will my order be packaged?

Your order will be discretely packaged and vacuum-sealed to protect and maintain your privacy. We ship using Xpress Post mailers or nondescript boxes or bubble envelopes with no indication of what is inside.

What happens if I do not receive my package?

If you do not get your package 2 days after the expected arrival date, let us know and we will file a trace with Canada Post.

If a trace is filed, Canada Post will conduct an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.

We do not offer postage refunds if your order arrives late due to any postal issues.

Why was my package sent with signature required?

All packages over $1,500.00 will require a signature to be delivered. This is to ensure your package does not fall in to the wrong hands.

What happens when Canada Post says “successfully delivered”, but I have not received my order?

There are 2 likely scenarios:

a) the postal worker put it in the wrong mailbox, or

b) what often happens is that a postal worker will scan in all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering them.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement free of charge.

From Canada Post:

The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked:

  • with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;
  • their community mail box for the item or parcel compartment key;
  • around their property to see if the item was left in a safe location or in a mailbox attached to their home.

In rare cases, a delivery scan is entered into the system before the item is delivered.

What happens if my package is going to the wrong destination?

If you’re tracking your package on the Canada Post website and it looks like it’s headed to the wrong city, it’s most likely due to human error at Canada Post. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days .

What if Canada Post tracking has not updated recently?

If you’re tracking your package on Canada Post’s website and it has not updated in some time, it’s most likely due to your package missing a scan, which is fairly common.

More often than not, members get their packages on time or a day later. If you do not receive it 2 days after your expected date, let us know so we can file a trace with the post office.

If a trace is filed, Canada Post will conduct an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.

What if my tracking number does not work?

We will email your tracking number before it has been scanned in at the post office. Until it has been scanned in, your tracking number will not be trackable on the Canada Post website.

Please wait till the end of day and your tracking number should appear correctly. If it does not, please email herbstorebc@gmail.com and we will look into it.

Do you ship to Nunavut and Northern Quebec?

Unfortunately, we experience a much higher percentage of postal thefts when shipping to Northern Quebec and Nunavut. We cannot offer any delivery guarantees if you live in these areas and 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.

Do you charge sales tax?

Yes, we do charge sales tax. However it is included in your purchase price.