FAQ

At Hash Online Canada, we offer XpressPost shipping on all orders. Please note that this service usually arrives within 1-4 business days to most parts in Canada as advertised by Canada Post. The 1-3 business day (Monday-Friday) arrival time, is from the date you are sent your tracking code, not from the day your order is placed. In some cases if you reside in a rural area or small population city, it may take up to 4 business days. However, this is usually the case for provinces such as New Brunswick and Prince Edward Island.

If you sent your payment and your order went to processing, please allow until the follow business day to receive a tracking code. If your order is still on hold, that means we have not received your payment yet and your order has not been processed yet. Please message our live chat if you have not received a tracking code within 2 business days of paying for your order!

The tracking number sent to you  will typically show the expected delivery date of your package. When you are sent your tracking code, this does not necessarily mean the order has been dropped at Canada Post yet, but it does mean we have finished packing it and will drop it within a day. Please note that orders dropped at Canada Post on a Friday, may not have a working tracking code until the following Monday (Tuesday for long weekends) because Canada Post will not register it over the weekend. If you have any issues with your tracking code beyond this, please message our live chat and one of our representatives will look into it on your behalf. 

We offer full insurance for your order, meaning if it gets lost in transit we will replace your package. ONE REPLACEMENT PER ORDER. This usually never happens however we like to give our clients full confidence when purchasing at Hash Online Canada. Replacements will be in the form of credit, no refunds. We do not offer replacement packages on your order if the tracking number says delivered.

We have the option to generate a tracking number at our facility to ensure efficiency upon packaging and shipping out your order. This simply is for the convenience and you will see your tracking number update from this once we drop it off and have it scanned at the local post office. This update will usually update around 7:30 to 8pm PST, from there you will see updates as it starts to travel to your destination.

Canada Post may have accidentally delivered your package to the wrong address. Postal workers may occasionally drop packages at your neighbours’ homes or wrong mail box. 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 a few extra business days to see if your package arrives.

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.”

Canada Post may forget to scan a package occasionally.  This causes the order to appear as if it is not being processed. Most of our orders arrive within three business days of being sent your tracking code, however they may be delayed due to unforeseen circumstances, as they occasionally experience delays which are out of our control. If you have waited five or six business days and nothing has arrived, please contact us directly through chat and we will perform a trace for you with Canada Post.

Postal theft, lost orders and confiscated packages are minor issues in most areas, but are relatively common in Northwest Territories, Yukon, Nunavut, Northern Ontario, Northern Manitoba, Quebec, Dieppe & Saint John, NB and cities with a population of less than 2500. We recommend placing smaller orders if you are concerned about your order’s safety. Replacement packages or refunds are not available if orders are lost, stolen or confiscated. You will be placing the order at your own risk.

If a package is not able to be delivered due to an incorrect address provided by the customer, please update your shipping address immediately in order to reflect future orders. Please note we do not cover orders that are undelivered due to customer negligence.