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Kootenay Botanicals FAQ
What If There Are Product Issues?
What If There Are Product Issues?
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Written by Ash
Updated over a week ago

If you've received a defective product or have any questions/concerns regarding an item from your recent order, don't hesitate to reach out to our live agents right away!

To work towards a resolution as quickly as possible, please send over the following when reaching out:

  • Order number

  • Product name (including strain name)

  • A description of the issue

  • Video or photo best depicting the issue

*Please note as we enter the warmer months, certain products, including but not limited to, edibles and concentrates may melt or alter consistency during transportation. When ordering, be sure to keep an eye on your tracking so you can retrieve your order as soon as possible. We suggest placing any effected items in the fridge to cool down. All products will remain safe to consume.

Refund requests for product issues are handled via a ticketing system, and dealt with in the order that they are received. Refund requests are handled within 24-48 hours of submission.

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