FAQ

As soon as payment is made, we prepare the orders, which are shipped on mondays and thursdays.

During the Holidays (Between December 10th and January 3rd), there might be some extra delays on shipping.

We ship in most countries except Australia, Croatia and Russian Federation. There are other restrictions on some of our products for certain countries, so please inquire if you have any doubt, as it is the buyer's responsibility to know the laws in their country before they order. We always send shipping notifications, and depending on the shipping method chosen, we send all tracking information available. Orders can be tracked on Canadapost.ca, USPS.com, or the website of any other international postal agency which may be shipping the package.

FOR INTERNATIONAL BUYERS (outside CANADA): please read the following:

The international delivery time is variable from anywhere of 1 to 6 weeks, sometimes even longer, depending on your country’s Customs Checking and Clearance situations, and Postal Service conditions. We allow 45 business days for international orders to be delivered.

Also, be aware that different country has different regulation. While most foreign countries permit to import our store listing products, some countries' customs may restrict or ban some of the products. Please consult your country's customs to see if there is any restriction to the product: it is the buyer's responsability to verify those restrictions prior to order from us. International shipping carrier is Canada Post services. The low shipping fees you are offered for international shipping are for regular postal international shipping service, without tracking. We can only provide you a Registration number of your package and evidence of shipment, but it is not a tracking number, and it does not offer any tracking details. Canada Post does not offer any affordable options for sending items out of Canada with tracking or insurance. The only options that include both of these services are Tracked mail and Express mail: you can always choose one of them during checkout, it you agree to pay the higher price. But to require this cost for all international orders would make the cost too high for most buyers. Thanks for your understanding.

These shipping delays are between major cities. Delays might be slightly longer if packages are delivered away from a major city.

Canada

Letter mail (available only for parcels under 28g): 3-7 business days.

Expedited parcel: 2-7 business days with tracking number

Xpresspost: 2-3 business days with tracking number

Priority courier: 1-2 business days with tracking number

USA

Small packet USA air : 4-10 business days, sometimes longer.

Expedited parcel USA: 4-8 business days with tracking number

Xpresspost USA: 2-3 business days with tracking number

Priority courier: 1-2 business days with tracking number

International

Small packet air international: 6-10 business days, sometimes longer.

Xpresspost international: 4-7 business days with tracking number

Priority courier: 2-3 business days with tracking number

We ship very professionally and discretely in 100% recyclable envelopes or cardboard boxes depending on volume, addressed from "TP.net", labeled as incense. We always send shipping notifications, and depending on the shipping method chosen, we send all tracking information available. Orders can be tracked on Canadapost.ca, USPS.com, or the website of any international postal agency through which the package is being shipped.

We cannot accept credit cards anymore, since botanical sellers are now rejected by almost all merchant account providers. We offer Square payments for all customers. We accept interac e-transfers for our canadian customers. Direct bank deposits (wired transfers and direct deposit) are offered to our international customers.

Please note that canadian customers will be charged the taxes applicable in their province. 

Returns

Our policy is valid for 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition as that which you received it in. It must also be in its original packaging. Several types of goods are exempt from being returned. Perishable goods such as food, herbs and flowers cannot be returned. However, we want to make sure that all our customers are 100% happy with our products, so if you feel the products received does not look like the one described on the site, please contact us. We have a very good reputation of supplying only high quality products, and very rarely are our customers unsatisfied with it, but we're ready to resolve any issues should they arise. You can have a look at our high quality standards for more details on quality.

Refunds or exchanges (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If it's approved, then your refund or exchange will be processed, and a credit will automatically be applied to your credit card or original method of payment, or we'll send the products to be exchanged.

We'll reship any item that is lost in transit, at no additional charge, only if the package is not delayed or seized by customs. We do not ship any restricted herbs in countries where there are laws about specific herbs, but it's the customer's responsibility to know the customs regulations and laws before ordering. Our packages are rarely seized by customs, but when it happens we cannot be held responsible for the loss.

The delays before being able to reship an item (if lost in transit) are:

- Canada: 15 days after shipping date

- USA small packet: 45 days after shipping date

- USA Expedited, Xpresspost, Priority: 15 days after shipping date

- International: 45 days after shipping date

Problems during transit are very rare. :-)

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall. Payment: If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. Once the transaction has been completed, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).