Ordering

How do i sign up?

How Do I Sign Up
1. Visit our registration page here: http://herbapproach.com/my-account
2. Register for an account and follow the prompts as indicated
3. Submit proper identification to [email protected]
4. Wait for approval (Usually within 24 hours)
5. Once approved, you will receive 500 bonus points ($25) credit to spend on our shop!

How do I place an order through Herb Approach? ($100 Minimum order)

We make it super easy to order from us!

  1. Start by filling out our simple registration form here
  2. Browse our premium selection from BC’s top producers here and add items to your cart
  3. Check out and pay using Bitcoins or Interac e-Transfer
  4. You will receive a tracking number for your package once payment is confirmed. Expect your shipment within 2-5 business days. You can check your order status here

Free Gift

Free gifts are available for orders of $150 and above. Any free gift options must be added at the time of order. Free gifts will not be sent separately and unfortunately no exceptions will be made. Kindly ensure that you choose your free gifts upon checkout otherwise the item will not be added to order.

Is my package shipped safely and discreetly?

Yes. We ensure that your order is packaged with care and vacuumed sealed. This protects your purchase and your privacy. We use mailers which are secure and discreet.

Do You Issue Refunds or Exchanges?

We do not issue refunds or exchanges for most products. If you believe that you have a defective product please contact us within 48 hours of receiving the product. Please note that we only issue refunds in the form of points (store credit).

Can I get in contact with a customer representative?

Yes! We do our best to be available for our customers and their inquiries. Our contact number is (408) 384-3261 where you can reach us via Text Message, (we cannot answer phone calls, however you can leave us a voicemail).
 
You can also contact us on our website via live chat; and you can even reach us on Facebook via Live Messenger or Instagram. Live chat operating hours are 8am-12am (PST) Monday to Thursday & 8am-6pm (PST) Friday’s, or you can contact us 24/7 by email to [email protected]

Can I order outside of Canada?

We’re sorry! Unfortunately, we can only ship within Canada.

When does my order ship out?

If we deposit your payment by our 9 am (PST) cut off time, your order will be shipped the same business day. If we deposit your payment after 9 am (PST), your order will be shipped the next business day. We recommend that you send payment the day before you want us to ship your package (payments are processed in the order that they are received). It is our intention to ship as many packages as we can on any given day, therefore our cut off time may be extended internally past 9 am.

Can I cancel, edit or add to my order?

Yes, If you want to edit or add to your order, you’ll need to create a new order with us. We will then go ahead and cancel the old order (if it is has not been paid for already). Email us at [email protected] with your order number that you want cancelled

How can i refer a friend?

You can do this via the Refer a Friend link which is located in your account panel. Just share this link with your friends — they will open our site via your link, and then proceed to register an account. Once your friend registers with us and has their account approved, they earn 500 points ($25). Once they make their first purchase with us, you get a $25 coupon voucher by email. Contact Customer Support if you do not receive a coupon to your email for any referrals (please have your friends order number or email address on hand).

How does your points system work?

For each $1 you spend with us, you get 1 point. For every 20 points that you accumulate you’ll earn a $1 discount which you can apply to any future orders with us. You can redeem your points on the ‘cart’ or the ‘checkout’ page. Please note, points are not earned on shipping costs.
20 points = $1.00
100 points = $5.00
1000 points = $50.00

How do i earn more points?

There are a few ways to collect more points. Firstly, if you do a product review, you’ll earn 10 points for every review made. You can only do a review on items that you have specifically purchased. Secondly, by signing up as a new member you automatically get 500 points. Thirdly, you can earn more points for referring your friends. And last but not least, we will run points promotions periodically so sign up for our email list.

Payments and Fees

What types of payment do you accept?

We accept Interac E-transfers as this is a safe payment method. If you bank with Canadian credit unions or regular banks, then these are easy to do online with your institution. We will send you an invoice by email once you place an order. All of the payment information that you require to make an E-transfer will be found on your invoice. For your convenience, we also accept Bitcoin. To pay with Bitcoin, just follow the instructions shown on the checkout page. We will only ship orders once payment has been confirmed.

Is Tax included with the price?

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

What are the shipping fees you charge?

On orders below $150, we charge $15 for shipping. For any order over $150 (after discounts), the shipping is free. We ship our orders via Canada Post : Xpress Post, and we provide a tracking number to you by email once the order has shipped. If you live in a remote area, your order may take a few extra days to reach you.

How do I send an Interac E-transfer?

Sending Interac E-Transfers with your online banking or credit union is very safe to use. It will only take a few minutes or less!
1. Sign into your Online Banking and select “E-Transfer”
2.Add us as an Interac E-Transfer Recipient:
The name & email address used to add us as a recipient can be found on your invoice.
3. Please make your Security Question as “Greatest place on earth” and your Security Answer as “Canada”
4. Please reference your order number in the message box

You can also find more information regarding how to send an E-transfer payment here:

Some additional videos to help with E-transfers from specific banks:

TD

https://www.youtube.com/watch?v=ttANawW4tPE&feature=youtu.be&t=85

CIBC

SCOTIABANK

How do I send a Bitcoin payment?

Bitcoin is a virtual currency that helps facilitate e-commerce transactions around the world while helping to keep buyer and seller anonymous and secure. Please refer to this external guide on how to purchase and sell Bitcoins.

What happens once my payment has been sent to you?

Once the payment is sent, it may take a few hours for us to receive and then
deposit 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 we will send you a tracking number by email once the order is ready to ship out.
Once payment has been deposited, your order will be processed. Please note any payments deposited after 9:00AM (PST) will be shipped out the next business day  (although we will extend this cut off time internally as far as possible). We recommend that you send payment the day before you want us to ship your package.

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

I haven’t received my package, what do I do?

Insured Shipping

If you select insured shipping and you didn’t receive your package after 2 days past the expected delivery date, contact us and we will begin an investigation with Canada Post. If your package is deemed lost or un-deliverable when Canada Post conclude their investigation, you will be eligible for a full reimbursement (you can simply place another order)

Non-Insured Shipping

If you have NOT selected the “Insured Shipping” option, and you don’t get your package after two days past the expected delivery date, please contact us. We can do a trace with Canada Post. This investigation by Canada Post may take 14-21 business days (due to covid-19). If they are able to find the package, Canada Post will re-ship it to you free of cost. If the package is deemed “unrecoverable,” refunds will not be offered.

What is Insured Shipping?

When you select “Insured Shipping” as an option upon checkout, your package is marked as a guaranteed delivery. Insured Shipments will require a signature. If you do not receive your package, a credit will be issued for the full amount of your order (excluding shipping costs).
*Please note Insured Shipping is only offered as a paid add-on to your order
and is not available for customers in Nunavut.

The tracking by Canada Post says “Successfully Delivered,” but I haven’t received my package from you.

Here are two possible scenarios:
  • The postal worker delivered the package to the wrong mailbox
  • The postal worker mistakenly scanned the package as “successfully delivered,” but it will actually be delivered the next business day.
Canada Post says:
“When our Track tool indicates that a letter or parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location. Also, check with everyone in the household as another member of the house may have received or retrieved the item. If a signature is shown on Track, see if it matches anyone in the household who may have signed for the item, as we deliver to the address and not to the name on the item.”
Note: In rare cases, a delivery scan is entered into our system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.
Canada Post advises:
“If 24 hours have passed since the Track tool indicated the letter or parcel was delivered but the item hasn’t arrived, the sender can report the problem by starting a claim using Online Service Tickets.
Note: Only the sender can file a claim for non-delivery. If you are the recipient please get in touch with the sender or call Canada Post Customer Service.”

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, please leave a note with your order indicating “No Signature required”. Please note that Insured orders have a signature requirement which cannot be waived.

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

This is likely a minor processing error on Canada Post’s end, and it should correct itself within 1-2 business days. If your package remains in the same location for more than 2 business days, please contact our Customer Support via live chat or email for assistance.

Canada post hasn’t updated my package in several days, what is wrong?

In many cases the tracking isn’t updated due to a missing scan, which is a common occurrence for Canada Post. If your tracker is not updating, and the package is not delivered within 5 business days of shipment, please contact us and we will do a trace with Canada Post.

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

We may email you the tracking number before the package arrives at the Post Office. The tracking number won’t show up as traceable on the Canada Post site until the package is physically scanned in at the first destination. In most cases trackers will be updated by the end of the business day.

Lost Orders

Herb Approach assumes no responsibility for lost orders due to:
  • Wrong address provided by the customer (including typos or auto-correct errors)
  • Customer change of address / residence
  • Theft after delivery
  • Package being rejected upon delivery (by doorman or other)
We no longer use a return address. Packages with incomplete/ incorrect addresses (missing unit #) will be undeliverable by Canada Post and not returned to us. No refunds or replacements will be given for this mistake. PLEASE MAKE SURE YOU ENTER IN YOUR CORRECT ADDRESS. Contact us immediately for corrections before paying.