SHIPPING & TRACKING
popvapor.ca offers a couple of shipping options to customers – we offer free standard shipping on all Canadian orders that are $50 and over (before taxes and shipping). Our goal is to process and ship out orders from our warehouse within 5 business days, this excludes the time it takes for our courier partners to deliver the package to you.
Due to a high volume of online orders and increased health & safety measures, our courier partners are experiencing significant delays. Orders may not be scanned at each processing facility, which may result in delayed or incorrect tracking information. We apologize for the inconvenience on their behalf and thank you for your patience.
Delivery and Order Pickup
Proof of Age Required
We utilize Canada Post's Proof of Age (depending on your province) option on every single package, no exceptions.
Because we utilize this option for all shipments, signature will be obtained upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show Proof of Age to sign and receive the package. Packages cannot be left at the door or in a mailbox.
Any fees associated with packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund.
We can not remove this option, even if you have already been verified to be of age. - Every package leaving our facilities will require to be age verified, in accordance with Canadian law. Only the person named in the "Shipping" fields can pick up the package. Canada Post will NOT release the package to anyone else P.O. box orders can only be serviced through Canada Post by selecting Canada Post as your shipping option at checkout. You are required to visit your nearest Canada Post outlet for pickup and you will need to show a piece of valid, government issued, photo ID to confirm age of majority.
Due to Covid-19 precautions, Canada Post has temporarily changed its delivery method. They will not be delivering parcels that require proof-of-age to the customer’s door. Instead, Canada Post will leave a notice card directing customers to a nearby outlet for pickup.
Order Processing
After your order has been placed, you will be notified with an order confirmation email. Your order will be processed in our warehouse within 5 business days, subject to peak holiday periods. Please note, if you receive a tracking number during a weekend or major holiday, your order is prepared for shipment, but it is not handed off to a shipping carrier until the following business day. Once your order has been picked up, you will receive an email or text message from the courier containing your tracking information.
We reserve the right to additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via phone or email only when absolutely necessary. Please make sure you provide us with current contact information during checkout.
Order Tracking
Tracking numbers are automatically generated when we print your shipping label during order processing. You will receive either an email or text notification containing the tracking number sent to the email address or phone number you provided during checkout.
Please check your email's "spam" folders if you did not receive a tracking number
You may also find & view all tracking information directly by logging in to popvapor.ca account.
Canadian customers can track their packages using http://www.canadapost.ca
Shipping Options and Serviceable Areas
We offer various shipping options at checkout, please select the option that best services your needs. Limited shipping options may be available in some areas. We may restrict shipping to certain addresses such as retail locations, warehouses and freight forwarding companies.
Cancellations
Although we try our best to accommodate changes, orders cannot be cancelled once the status has been updated as “fulfilled”. By placing an order with us, you acknowledge that the items order, and delivery information is accurate.
Exemptions to Guaranteed Delivery Times
Courier services we ship with cannot guarantee delivery times in the event of outside factors beyond their control and for which they cannot be held responsible. These include, but are not limited to: National Holidays, Inclimate Weather Conditions and Natural Hazards (ie: Floods, Wildfires, Hurricanes, etc).
Lost or Damaged Packages
Lost In Transit
In the event that a package has exceeded its estimated delivery date by more than 21 business days, please notify us at support@popvapor.ca and we will open up a claim on your behalf as the shipper of the item with the courier company.
Incorrectly Marked as Delivered
In the event the package is marked as delivered without having been received, please connect with anyone who might have retrieved it on your behalf (Ex: Concierge, Family Member, Roommate, etc) and review your tracking information to ensure that it has not been made available for pickup before contacting us with your inquiry. If you are unable to locate your missing package, you must notify us within 5 days of the marked delivery date in order to file a claim.
Damaged Packages
In an event if your package arrives damaged, please reach out to our customer service team within 5 days of delivery. We may initiate an investigation on a damaged package and you may be required to submit pictures of the condition the package arrived in. The courier may reach out to you for an inspection. Please monitor your emails and respond to communications from POP Vapor and our courier partner.
Courier Investigation
A courier investigation may take up to 15 business days, or longer in complex cases. Unfortunately, we must wait until an investigation has been completed before resending or refunding the order.
For any inquiries relating to lost or damaged packages, please contact support@popvapor.ca for assistance.
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