Common Questions


General

Where are you located?

We are based out of Montreal (QC) and ou main shipping station is located in Laval (QC). In order to operate more effectively we also ship from other locations in British-Columbia, Ontario and United-States depending on the product. 

Can I visit your store?

We don't operate any flagship retail location but we have  partners with various local shop if you need to pickup your order. In all cases we offer shipping all orders above $149* (Some exceptions may apply)

Do you offer commercial discounts for large orders?

We can always work on a quote for you if you plan on purchasing larger than usual quantities and we have access to very competitive prices for commercial scale clients. Contact us directly at support@wegrowbuds.ca and someone will refer you to the best agent depending on your situation.

Your company seems pretty new, can I trust you?

Growbuds was launched on October 17th 2018. Even though the company is pretty new, we've have received lots of feedback from customers who trusted us and had an outstanding customer experience. Your satisfaction is our main priority, really.

Existing Order

Where is my order?

Although we try our best to process orders as fast as possible there are some situations where it can take longer than usual in seasons of high volume. There are also some products that just take longer than others to bring to the shipping station for expedition. If you find yourself in a time-sensitive situation and you need assistance please contact us directly via email, phone or live chat!

Can I cancel my order?

If your order has not already shipped we can cancel your order but please take note that some fees might apply depending on the situation. 

If the order has already shipped this will fall in the returns procedure.

Where do I see updates of my order?

Every time our warehouse updates the tracking information in our system you will automatically receive an update via email so you can track your packages.

I received the wrong products, what should I do?

If the mistake is on our end we will send you the correct product free of charges and arrange a return for the wrong items. Contact us at support@wegrowbuds.ca as soon as you notice the mistake and include pictures.

My order arrived damaged, what should I do?

We do our best to pack orders so we can avoid damages during the shipment but there are still some risks we can't avoid especially when it comes to fragile products such as glass or liquids. 


Please take note that Growbuds will be free from liabilities wherein the shipping carrier will be held responsible and an investigation will be opened with the carrier on a case by case basis.Growbuds will not bear any responsibility from loss or theft of packages in which the shipping carrier will be liable for fault.


You can always reach out to us so that we can analyze the situation and help you file a claim with the carrier. The sooner you notify us the better. Our window for filing claims is limited to 10 days, which means we are unable to refund or replace damaged or missing goods if notified after 7 days.

Discounts & Programs

Are there any discounts available?

If this is your first purchase, you can use the code "WEGROW" for orders above $199. This will give you a $15 discount. We also have various discounts for specific products depending on the season you can see them directly on the product listing. We also wan to encourage our customers to leave honest reviews of their product so we offer a discount code for every certified review. The best way to stay tuned with the latest offers is to join our newsletter of course.

How do I earn Growbuds rewards?

If you want to sign up as a member and earn rewards as you purchase, make sure you sign up before placing the order. Creating a regular account or joining our newsletter will not allow you to earn rewards for the purchases you place. Once you sign up you will have access to the different ways you can earn and redeem your gifts.

How does the "price-match" works?

Please email support@wegrowbuds.ca with a link to the product listing your have spotted and an agent will create a custom code to match the price if we are able to do so.

Payments

How can I pay my order?

All the payments options are detailed at checkout. 

How long does it takes to receive a refund?

Depending on your financial institution, it can take between 1-3 business days. If it take s longer please contact us to have the refund authorization number that you can show to your financial institution.

What will I see on my bank statement?

We understand discretion is important for our customers so you will see the charge appear under GB CAN.

Shipping

Which companies do you use for shipping?

Depending on the size and destination of the package we will most often use Canada Post but we also ship with UPS, Purolator, Canpar, Loomis Express and FedEx.

How long can I expect to wait for my shipment?

Shipping times can vary a lot so you should always refer to the tracking to have an accurate estimate but if you live in Ontario/Quebec, you can expect 1/2 business days. Outside, you can expect between 3 to 6 business days. Please take note these are only estimates and that it can sometimes take longer.

Will my package ship discreetly?

We understand the importance of privacy. All orders are shipped in plain boxes without any branding and the name of the shipper appears under GBCAN.

How much does shipping costs? Do you offer free shipping?

Free Shipping - All Canadian orders over $149 qualify for free shipping. We're sorry, but due to the very high cost of international shipping, we can only offer free shipping in Canada right now. We reserve the right to cancel & refund any package where we cannot economically ship an item to. If this happens, you will be refunded in full and notified of the issue. We can deliver to most parts of Canada except in very rural areas. 


Normal Rate Shipping - An automatic quote will be displayed at checkout for orders below $149. The price will vary depending on the weight and destination of your order.

Do you offer priority shipping options?

You can upgrade your shipping speed for a fee that will be displayed at checkout. If you don't see it at checkout contact us and we will help you with this. Please take note that if the item is not shipped from our main shipping station in Laval, the priority shipping might not be available.

I received only part of my order. Is this normal?

Sometimes we may ship your order from different warehouse to ensure your receive your package as quickly as possible. Be assured that you will be notified every time a tracking number is updated in the system. In some cases you might see the tracking number showing that the order has been completed and delivered, this is because when we ship from different locations there is a new tracking number that needs to be updated. Don't worry, you entire order will arrive. If you think we forgot a package, contact us directly and an agent will help you.

Returns

How do I return a product?

Before a return can be processed, we need to verify the purchase was made on Growbuds website. If a purchase was made from a third-party, we cannot guarantee the quality or condition of our products. We also need to confirm the item(s) being returned were purchased in the last 30 days. We have a generous return policy, but after 30 days all sales are final.


If your return is approved, an agent will send you a prepaid shipping label that you will need to print and attach to the original package. At this point you can drop the package at the nearest post office.


After receiving the product back we will issue the refund. Please take note that restocking fees might apply.


*Items sent back without authorization will not be eligible for a refund

Will I be charged if I return a product?

Yes, we charges a 15% restocking fee. You will receive an 85% refund to the credit card or account originally used.

Do I need to pay for the return shipping?

No, Growbuds Returns Department will provide you with a prepaid return shipping label, so you don't have to pay for returning your order back to our warehouse.

My product is defective and I can't use it properly, how do I replace it?

Please take note that Growbuds will be free from liabilities if your product has a manufacturing defect. Depending on the product there are different warranties with the manufacturer directly.


If you are in possession of a defective product contact us at support@wegrowbuds.ca and an agent will analyze your situation and assist you in filing a claim with the manufacturer for a repair or replacement.

Non-listed Question?