FAQs

ORDERING

How do i place an order through Buy Low Green? (Free Shipping)

It’s easy to order from us.

  1. Our registration form is simple and you can sign up here
  2. Browse our premium low green selections in our shop and add items to your cart
  3. Check out and pay using Interac e-Transfer
  4. You will receive a tracking number for your package once payment is confirmed. Expect your shipment within 2-3 business days. You can check your order status here

Can i talk with a customer representative?

Yes, you may contact us at our live desk option at the bottom right-hand corner of your screen. Our customer service representative is available for live chat on Monday to Friday  9am PST – 5pm PST or by email to [email protected]

Is my package shipped safely and discreetly?

Yes. We ensure that your order is packaged with care and vacuumed sealed. We ship using Canada Post pre-paid ExpressPost envelopes and boxes. Shipping is fast, safe, secure, and discreet. We ship exclusively through Canada Post.

Can I order outside of Canada?

No. We only ship within Canada.

When does my order ship out?

All orders and payment received by 9am PST will be shipped the same business day. If we receive your order after 9am PST, your order will be shipped the next business day.

How long does it take for my package to arrive?

We ship using Canada Post XpressPost. Delivery usually takes 2-3 business days, but can take up to 7 business days.

Do you issue refunds or exchanges?

All products are final sale, there are no returns or exchanges. We do not issue refunds or exchanges for all products.

Can I cancel, edit, or add to my order?

If you want to edit or add to your order, you’ll need to create a new order with us. We will then cancel the old order. Email us at [email protected] with your order number that you want cancelled. This order will be cancelled or edited if it hasn’t been sealed or shipped out yet.

How does the points system work?

$1 spent = 1 point earned
50 points will equal $1 (2% Cash Back in Points)
1000 points for registering = $20 sign up bonus
25 points for product reviews
150 points for social media reviews (Facebook, Instagram, etc)

PAYMENTS & FEES

What types of payments do you accept?

A safe payment method that we accept is Interac E-transfers. If you bank with Canadian credit unions or regular banks, then these are easy to do online with your institution. We provide you with instructions for an E-Transfer with your invoice. We will only ship orders once the payment has been confirmed.

How do I send an Interac E-transfer?

Use your online banking or credit union to send an Interac e-Transfer to us. It will only take a few minutes to do this and it’s safe.

What are the shipping fees that you charge?

Our shipping fee is $10 flat all across Canada. Free shipping for orders over $130. We ship our orders via Canada Post Xpress Post and we provide a tracking number via email for you once the order has shipped. If you live in a remote area, your order may take a few extra days to reach you.

Is Tax included with the price?

Yes. We charge 5% GST on orders. This is included in the checkout price.

What happens once my payment has been sent to you?

Once the payment is sent, it may take up to 60 minutes for us to receive the payment during business hours. If payment is sent during non-business hours, we will accept your payment the following business day. When your payment has been received by us, we will notify you by email and send you a tracking number once the order has been shipped out.

What happens to my order if I don't send you a payment?

Once the order is placed, the next step is to send your payment to us. We keep the order on hold until the payment is received. If there’s no payment after two days, then the order is cancelled.

SHIPPING, HANDLING AND CANADA POST

Delay in Shipment, What do i do?

If you’re tracking your package on the Canada Post’s website and it has not updated in some time, it’s most likely due to your package missing a scan, which is fairly common.

More often than not, members get their packages on time or a day later. If you do not receive it two days after your expected date, let us know so we can file a trace with Canada Post. If there’s a trace done, Canada Post will do an investigation which may take 5 business days to finish.

If they are able to find the package, they ship it to you and you’ll receive it a few days later. We don’t offer refunds if the package arrives late due to postal issues. Order at your own risk, we are not responsible for any lost or stolen packages if your order is marked as delivered when tracking.

Please make sure you provide us with the correct shipping address. We do not return packages that have  an incorrect shipping address. Please let us know if you receive your package at a community mailbox (we will send it with a signature required to prevent theft). We only ship out packages with “signature required” when requested.

The tracking by Canada Post say's "Successfully delivered," but i haven't received my package from you.

There are two possible scenarios here:

  • The postal worker delivered the package to a wrong mailbox
  • The postal worker scanned the package as “successfully delivered,” but it’s actually delivered the next business day.

Canada Post says:

An investigation can be done by contacting the addressee to confirm that the delivery took place or to better understand how they receive their mail. The front desk can be checked, mail room, or security room at the address to see if the package was accepted by someone else on the behalf of the addressee.

Areas that can be checked:

  • Community mail box
  • Around the location to see if the package was left in another location. The mail box should also be checked.

In some instances, a delivery scan is entered into our system before the item is delivered. If you believe that the addressee has received the package before we contact you, reply to this email and indicate that the item has been received.

My package was sent with a "Signature Required." Why was this asked of me?

Any order over $300 dollars is sent with a ‘Signature Required.” If you don’t want this option, leave a note with your order indicating “No Signature required, Please.”

My package is travelling to another city when tracking, why is this happening?

If you’re using Canada Post to track the package, this is likely human error. This can occur because the postal worker may handle the postal code incorrectly. If they are off my one letter or digit, then the package will go to another city. This results in a rerouting delay of 1-2 days before the package is sent to the right destination.

Canada Post hasn't updated my package in several days, what is wrong?

Most people get their package on time or a day later. In many cases, the tracking isn’t updated due to missing a scan which is a common occurrence. If you don’t receive it 2 days after the expected delivery date, contact us and we will do a trace with the post office.

Why doesn't the tracking number I receive from you work?

We email the tracking number before scanning the package at the post office. It won’t show up as traceable on the Canada Post site until the package is scanned by the post office. The correct tracking should show up by the end of the business day.

Lost Orders

Buy Low Green assumes no responsibility for lost orders due to:
– mistakes made by the postal offices including Canada Post
– wrong address given by the customer
– damage to order by postal service
– stolen packages after delivery