Shipping and Returns
Thank you for shopping at Growbuds, where we strive to offer excellent customer service and simple policies that won't add stress to your life. Our entire team is dedicated to ensuring overall customer happiness, which starts with fulfilling orders as quickly as possible.
With our main warehouse located in Laval, Quebec, and third-party logistics strategically located in Vancouver and Mississauga, we provide lightning fast shipping wherever you're located in the Canada. We process all orders Monday - Friday between 9AM and 5PM Eastern Time. Orders placed over the weekend or after hours will be processed the following business day unless otherwise stated.
Free Shipping in Canada
All Canadian orders over 149$ qualify for free shipping. (freight surcharge may apply for orders shipping to remote locations such as Northwest Territories, Yukon and Nunavut) 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 and refund any orders where we cannot economically ship to. If this happens, you will be kindly notified of the issue via email and proposed to either pay a fair freight surcharge or be refunded in full. The rates for shipping orders below 99$ is dynamically displayed at checkout based on your shipping location, package dimensions and the weight.
Expedited Shipping
If you want your package a little bit quicker, Canada Post Expedited, Xpresspost and UPS Expedited Parcels shipping options are displayed at checkout. In some unusual situations where your order can't be delivered with the exact carrier option selected at checkout, a Growbuds Customer Service Agent will contact you as soon as possible to let you know the alternatives.
Shipping Carriers
Our main carriers for small parcels are Canada Post, UPS and Purolator. Our LTL pallet shipments usually ship with UPS Freight, FedEx, Robert Transport and Day And Ross. With a special request, we can use any of these carriers, although rates may change depending on the carrier. Occasionally we use USPS for smaller and international packages. For the privacy purposes, we make sure to ship everything discreetly in packaging that does not allude to its contents.
International Shipping
We do ship internationally to most countries. Keep in mind each country has a different way of assigning fees to inbound packages from other countries. You are responsible for any tariffs, duties, import taxes, customs charges, GST, customs value, or any other fees assessed by your particular government or country for importing a product. Growbuds does not pay for return shipping costs in the event of warranty issues and/or damage caused by the shipper. If for any reason the items you ordered are not allowed in your country, Growbuds cannot be responsible for return shipping.
Order Confirmation
Following your purchase, our system will automatically dispatch an order confirmation email to the address you provided. This email signifies that we have successfully received your order. Then, your order is automatically transferred and dispatched by our warehouse fulfillment team for shipment. We try our best to keep our inventory up-to-date, but with over 5,000 products and 300 vendors, it's hard to be 100% accurate. In rare cases, if the product is on backorder or unavailable, even if it showed "in stock" on the website, a Growbuds Customer Service Agent will contact you via email and ask if you would like to either wait for the product to become available, switch your an alternative product, or have your payment fully refunded.
Handling and Delivery Times
While most products are located at our main Laval warehouse and can be ready to ship within a few hours, some products may require up to 3 business days before they are ready to ship out. Please do not contact us to get an update if your order is still in our handling time window. If your order is taking longer than 3 business days to ship out kindly contact us at support@wegrowbuds.ca to have an accurate update. You will be notified with a tracking number via email as soon as your order ships out from our warehouse. Then, it usually takes between 1 - 7 days to be delivered, depending on your shipping location.
Damaged Shipments
Please inspect the packaging of your item(s) upon arrival and make note of it when signing for delivery. If your item(s) arrived damaged, please send photos to support@wegrowbuds.ca where we will review and file a claim for it.Please take note that Growbuds will be free from liabilities wherein the shipping carrier will be held responsible and an investigation will be opened by 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.If your item(s) was damaged during shipping, there are missing, or incorrect items, we must be notified within 7 days to correct the issue. Email us support@wegrowbuds.ca with your order number and a description of the problem. For damaged items, be sure to include a photograph to assist us in processing the claim. The sooner you notify us the better. Our window for filing insurance claims is limited to 72 hours.
Order Cancellation
Orders that are cancelled after 48 hours from the time you placed your order will be charged with a $20 administration fee regardless if they have shipped or not. If the order has shipped, the cancellation will be considered a return at which point the customer will be responsible for 20% restocking fees.
Returns
Growbuds makes returns easy as possible. Before a return can be processed, all product returns require an RMA (Return Merchandise Authorization) number before a refund or exchange will be issued. Contact us at support@wegrowbuds.ca to request a RMA number. Growbuds will contact you within 24 hours to issue an RMA number as applicable, It is our policy to only accept returns and make exchanges within 30 days of the date that an order was delivered. We have a generous return policy, but after 30 days all sales are final.
Standard returns procedure - For a successful return, the order must be in original factory condition and include original packaging, warranty information, manuals, accessories, and anything else it came with. You can have to pay for shipping the package back to us pay a 20% restocking fee due to the fact that Growbuds does not resell returned products as new items. Please contact us to find out if your product is returnable with a restocking fee.
Defective products (Within 30 days) - In the event your product proves to be defective within the first 30 days after purchase, Growbuds will exchange your product for a new one, issue a credit towards an alternative product, or issue a refund if applicable. Simply send us an email at support@wegrowbuds.ca or call us at 1-877-900-2637 to request a RMA number. We will then send you a prepaid shipping label so you won't have to pay for shipping and issue a replacement. If we receive your product back and judge that it is not defective, we reserve the right to charge a re-stocking fee due to the fact that Growbuds does not resell returned products as new items.
Defective products(31 days or more) - If your product fails in the remainder of our returns period, the manufacturer's warranty policy will prevail. In this case, send us an email at support@wegrowbuds.ca and we'll put you in contact with the manufacturer directly to issue a replacement.
