FAQs

REEFSIDE POLICIES

Policies, returns, shipping and other information to include on the Reefside ordering platform

GENERAL

To be eligible for membership, you must be:

  • a resident of Canada
  • at least 19 years of age.

You become a member of Reefside once you place your first order with us. After placing your first order, you’ll be able to login to the website to check on your order status and more.

We’re available to answer emails and messages sent on live chat Monday – Friday during regular business hours (9 am – 4 pm PST). Messages and emails sent on the weekend will be answered on the next business day. Orders are only processed between those working hours.

ORDERS

You will receive an email from orders@reefside.ca after you submit your order. Please check your junk mail if you do not receive a confirmation email within one hour of completing your order.

We will send you a confirmation of shipment email when we complete your order and a link to your tracking information is contained in the lower half of the email. This is only done Monday – Friday between the hours of 9-4 PST.

  1. Shop around on reefside.ca and add the products you’d like to purchase to your cart.
  2. When you have all your products in your shopping cart, click “Proceed to Checkout” and you will be redirected to the Checkout page.
  3. Remember to enter any coupon codes you’d like to use here.
  4. Complete your billing and shipping information for your order. Ensure there are no mistakes in your shipping address to prevent shipping delays.
  5. Select your shipping method and complete check out.
  6. Once you’ve successfully checked out, you’ll be redirected to page with e-transfer payment instructions. Follow these instructions closely. Please note that our team works Monday to Friday from 9-4 PST. E-transfers will be accepted during these working hours.
  7. Once your order has been submitted, you will receive an email confirmation with your order details.

If you would like to cancel your order, please contact our customer support staff at orders@reefside.ca with your order number.

Due to the nature of the products we sell, we do not offer refunds or exchanges. Please select your products carefully, and ask our customer service team for guidance or assistance with your selections.

If you received a defective product, please have photo evidence ready and contact our customer support team at orders@reefside.ca.

If you received an incorrect item in your order, please let us know via email as soon as possible by emailing orders@reefside.ca.

You will be asked to include a photo of what you received. You will be offered one of two solutions. A store credit for the full amount paid, or the item that was missing from your package resent. Should we no longer have the item needed in stock you will be contacted about a replacement product of equal value.

Your order will be processed within 1 – 2 business days after we receive payment. It will be marked as ‘On Hold’ until our team begins picking and packing your parcel.

If it has been longer than 2 business days after your EMT has been deposited and your order is still marked as ‘On Hold’, please let us know at orders@reefside.ca as soon as possible. We’ll start an investigation to determine the status of your order.

If you’d like to be notified when an out-of-stock item becomes re-stocked please email our customer service team at orders@reefside.ca

If your order is being processed and we notice an item is out of stock, we will let you know via email. We will suggest an alternative to send in its place. If you do not accept, or we do not hear back from you within 24 hours, a credit will be issued to your account for the amount paid. The rest of your order (if any) will be sent as is, so there is no further delay.

If you have any issues with an item you have received please let us know as soon as possible by emailingorders@reefside.ca.

If a credit is issued for a defective item it will be for the price paid, plus taxes. Please note that if you purchased the item during a sale and received a discount on the product you will still be sent a credit for the dollar amount paid after the discount was applied.

If you spend over $250 before taxes and shipping, you’re eligible to receive 15% off your order. Use code BULK15 at checkout to redeem your discount.

Note: This coupon code cannot be redeemed on the Twisted Extracts Sampler Boxes.

PAYMENT

You’ve placed your order and sent your payment, now what?

Check your order status to keep up to date with the status of your order:

  1. On hold – Your order has been added to our system and we’re awaiting payment, or we haven’t started processing orders for that day yet.
  2. Processing – We’re working on packing and preparing your package for shipment.
  3. Completed – Your order is ready to be shipped. You will receive a confirmation email with a tracking number for Canada Post.

We accept only e-transfers at this time. After you complete the checkout, you’ll be emailed instructions on how to send the etransfer for your order. We’re set up for auto deposit so you may be able to send your transfer without including a security question and answer.

If your financial institution requires you to include a security question and answer, please use the instructions included in your order confirmation email.

SHIPPING

We can only ship to addresses within Canada at this time.

All orders are processed and shipped Monday-Friday from Vancouver, BC. We ship all of our parcels via Canada Post to your shipping address provided during check out. We try to complete all orders within 1 – 2 business days of payment being received. These times may be extended 1 business day during sales or after long weekends and/or holidays.

Any orders placed on the weekend will be processed on Monday, or the next business day.

Yes. Once your order has been packed and shipped, we will email you an order confirmation email that will contain your tracking number. You’ll find your tracking number linked in the bottom half of the email that will redirect you to the Canada Post tracking site when clicked.

Please check your junk folder to make sure your order confirmation emails aren’t missed.

Canada Post can take up to 48 hours to scan tracking information once they receive it from our facility. Scans and/or updates are not usually made over the weekends. Your tracking may take longer to update if it was shipped on a Friday.

Please keep your eyes on the Canada Post website and updated information should be available soon. If it is not, please email orders@reefside.ca and we will look into it.

Canada Post can take up to 48 hours to scan tracking information once they receive it from our facility. Scans and/or updates are not usually made over the weekends. Your tracking may take longer to update if it was shipped on a Friday.  If your package is still not trackable after 48 hours please contact our customer support team at orders@reefside.ca.

If your tracking has been updated on Canada Post’s website but you haven’t seen any new updates for more than 48 hours it’s most likely due to a missed scan which is common.

More often than not, members still get their packages on time.

If you have still not received your package 2 days AFTER the expected delivery date noted by Canada Post, please let us know and we will file an investigation with Canada Post.

If your package was not deliverable due to an address mistake at the time of order, we will not be able to replace your package.  Please let us know if this occurs.  Your package will likely be sent back to us.  Once we receive it and we’re sent an additional shipping payment from you, we will re-ship your order.  If it does not make it back to us, you will be responsible for re-ordering and paying for your new order.

At Reefside, we try our best to get orders out the same day they are placed. We pride ourselves on a quick turnaround time from order placement to package shipment. Once your package is in the hands of Canada Post we have no control over delivery times, errors, etc. The majority of our packages are delivered on time and without issue. However, there are instances where packages are late or go missing.

If an order is undelivered and deemed “unrecoverable” by Canada Post, we will send you a 1 x replacement package, free of charge (up to a maximum of $250.00).

We provide this service because we know many of our members use the products we sell as medicine.

To initiate a shipping claim with us:

  • Wait 2 business days AFTER the expected arrival date noted on the Canada Post website to ensure your package simply isn’t late.
  • Contact us at orders@reefside.ca and let us know your package has not arrived. Include your order number in the message so we know which order you’re referring to.
  • We will do our own internal investigation into the issue.
  • If your package has, in fact, been lost and does not turn up after five (5) business days after your expected delivery date, we will issue a one time replacement package (up to $250.00).
    • Note that we may request an alternate address to send the package to.
    • If the original package turns up for whatever reason, we will ask that you not accept delivery of the replacement package so it is returned to us.

Other shipping policies:

  • We do not offer postage refunds if your order arrives late due to any postal delays.
  • If you provide an incorrect address and your package is returned to us, you will be required to re-send the shipping fee. Once we receive the shipping fee and the original package back in the mail we will resend it out to you.

If you check your tracking number and it looks like your parcel is being sent to the wrong city or address, it’s likely due to an error by Canada Post or an error when filling in your address at the time of placing your order. Errors occasionally occur and can result in a delay of 1-2+ days.

Please double check the shipping address you supplied when you placed your order in your order details.  If you notice an error, contact Canada Post with your tracking number and request that they reroute it.

We do not accept responsibility or liability for orders with an incorrect address at the time of ordering. Because these orders cannot be returned to us we cannot issue a credit or re-order.

If you did not make an error in your shipping address at the time of placing your order, please let us know immediately at orders@reefside.ca.

Orders placed on Reefside are shipped by Canada Post. Select which shipping option you prefer (Expedited, Express or Priority) at checkout.

Shipping is calculated by our Canada Post app based on the size of your order and where the parcel will be shipped to.

We offer FREE SHIPPING on orders totaling $120+ (before taxes, shipping charges and after any discounts including coupons and reward points). Free shipping will automatically be applied to your order once you’ve exceeded this amount.

Please allow an extra 1-3 business days for shipping if you live in a remote area. We do not offer postage refunds if your order arrives late due Canada Post delays.

We offer FREE SHIPPING on orders totaling $120+ (before taxes, shipping charges and after any discounts including coupons and reward points). Free shipping will automatically be applied to your order once you’ve exceeded this amount.

If the Canada Post website states that your order has been successfully delivered but you have not received your order:

  1. a) the postal worker put it in the wrong mailbox, or
  2. b) a postal worker has scanned in all packages that are still in delivery by mistake.

If you do not get your package within 2 days after the expected delivery date, let us know immediately so we can file a trace request. Canada Post will investigate which can take up to 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 unrecoverable, we will send you a 1x replacement free of charge (up to a maximum of $250).

COUPONS

When placing your order online you will see a box to enter a Coupon Code, this is where you will need to enter the Credit Code you have been provided. After you hit “Apply Coupon” this should automatically deduct the amount credited from your order total.

Make sure there are no spaces when entering the code.

If you have trouble applying the code to your order, or have any questions about your credit, please contact a customer support representative directly at orders@reefside.ca.