FAQ

PAYMENT INFORMATION

How do I send an E-transfer?
1. Visit your online banking/ mobile banking app and navigate to the E-transfer section. If you have troubles, you can call your bank to assist you.
2. Add our payment email (sent to you after checking out) and exact total of your order as seen on your invoice.
3. Submit the transfer.
4. IMPORTANT! E-TRANSFER INFORMATION WILL BE SENT TO YOU IN YOUR ORDER CONFIRMATION EMAIL. THIS INCLUDES THE NICKNAME, QUESTION & ANSWER.
  Once you send the E-transfer, our team will confirm payment and begin processing your order for shipment.
5. If there are any errors in the deposit process, we will contact you through your account email before processing the order.
*We recommend adding Supherbs to your contact/payee list, to make future orders faster/easier for your convenience.
What payment methods do you accept?
Do you charge taxes?
What shipping fees do you charge?
Why haven't I received a confirmation email?

ACCOUNT INFORMATION

How do I set up an account?
How do I make an order?
To make an order, follow these instructions:
*IMPORTANT* To make an order, you must have a registered account. If you do not have an account, you can register for one here: My Account
1. Visit our “SHOP” in the navigation/menu bar at the top of the screen.
2. Browse our product catalog to find the products you are interested in purchasing. Products can be filtered or searched to make the selection process easier.
3. Once you find a product you would like to purchase, visit the product page and select the volume/quantity you want. When finished, click “ADD TO CART”
4. When you have finished choosing the products you would like to purchase, click the “CART” button in the upper right hand side of the menu bar and continue to checkout.
5. Follow the prompts on the screen and fill in your shipping information/ order notes if applicable.
6. Once you have filled in your information, select “SUBMIT ORDER”
7. Make an E-transfer for the total order amount to info@supherbscanada.store.
8. We will process and ship your order.
Why is my order "on hold"?
When you place an order, it automatically enters our system to be on hold.
Once we confirm receipt of your payment, your order status will change to processing and our team will begin packing your order to be shipped out the following business day excluding weekends. For orders that change to processing during the weekend, they will be shipped out the following Monday when the office of our selected courier is open. In an event where we have not received your payment within 48 hours our system will delete that on-hold order.
I lost my password, can i change it?
How do I change/cancel my order?

LOCAL DELIVERY INFORMATION

When Should I expect my order to arrive?
We offer Same-Day delivery in Calgary. This means when you place your order and make your payment before 8pm, you can expect your order to arrive on the same day.
ESTIMATED TIME SLOTS FOR DELIVERY:
Payment received before 1pm:
Expect delivery between 1pm – 6pm
Payment received between 1pm – 8pm:
Expect delivery before 11pm
Payment received AFTER 8pm:
Orders placed after 8pm will be processed and delivered the following day.
What areas get same day delivery?
We offer this perk to areas including:
- Calgary
- Airdrie
- Chestermere
My order shows "Completed" but my package hasn't arrived
For local delivery, we mark all orders as “complete” once they are packaged and our rep begins his delivery routes.
Typically, once you see your order is complete, you can expect it to arrive within 1 – 3 hours, depending on weather, traffic (keep in mind rush hour), how busy we are and where you are located.
Our drivers are extremely busy, so we ask that you have some patience with them. Imagine doing nothing but driving back and forth across the city for 8+ hours a day in all forms of road conditions. That’s what they dedicate themselves to, so please don’t panic if your order takes a little extra time 🙂
Why didn't I receive a tracking number?
How late do you deliver until?

POST SHIPPING INFORMATION

How long does it take to receive my order?
Our dispensary ships all packages through Canada Post, unless there are disruptions in that service.
Typically, packages will arrive within 2-3 business days to most parts in Canada as advertised by Canada Post. In some cases if you reside in a rural area or small population city, it may take up to 4 business days however usually is the case for provinces such as New Brunswick and Prince Edward Island
When do I receive my tracking number?
After payment has been confirmed and our team has packed your order, we will mark your order as “Complete” and you will be notified by email.
If you have not received your tracking ID in this email, or if the ID you received is incorrect/displays errors while tracking, please reach out to info@supherbscanada.store to remedy this issue.
*NOTE: Calgary same-day deliveryies will NOT receive a tracking number. Only Post-shipped orders will. For more information on local deliveries, please refer to the “Local Deliveries Information” tab.
My tracking shows "Delivered" but I haven't received my package
Canada Post may have accidentally delivered your package to the wrong address. Postal workers may occasionally drop packages at your neighbours’ homes or wrong mailbox. Ask your neighbours if they saw it or simply look around their premises. You may also check the community mailbox.
Postal workers may also have scanned a package as “successfully delivered” but it will actually arrive the next business day. Please allow one extra business day to see if you package arrives.
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. Once 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.
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 our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.”
Can I order from outside of Canada?
Do you ship to all Provinces?