FAQs
FAQs On Our Site
This list includes answers to some of the most commonly asked questions. Here are some of the topics you may find
answers for:
Account -
How do I reset my password?
Can't remember your password?
Click HERE to reset!
Sales and Discounts -
Do you offer Bulk/Wholesale?
We unfortunately do not offer wholesale or bulk pricing on our other products. If you're looking for further savings,
select product is available for discount through our Mix & Match promotion along with our Weekly Sales!
If you are a vendor or a retailer, you can contact Hive Marketplace with any inquiries.
How To Apply Points?
You may redeem your points on Kootenay Botanicals' Cart page. Your points will be displayed in a blue box at the top of
the page:
To redeem, please click on "Apply Discount", from there you can input how many points you would like to redeem and
select 'Apply Discount':
Once applied, you will see the discount applied with your cart totals
Do you have any coupon codes or discounts?
We don't have any exclusive coupon codes available at the moment, however, you can always check out our sale section
HERE!
Subscribe to our newsletters for the most up to date offers by clicking HERE!
Packaging -
How will my order be packaged?
Our advanced shipping methods ensure your security and privacy with discreet packaging and no mentions of the name
Kootenay Botanicals anywhere on the outside of the order. The products are all carefully packaged in vacuumed-sealed and
smell-proof bags to keep your order as fresh as possible.
Orders -
Can I change/modify my order?
Unfortunately, changes to an order cannot be made once it has been placed. With that said, any unpaid orders will
automatically cancel after 24 hours -- so you can simply create a new one with all your desired items and the old one
will take care of itself.
Once an order has been paid for and is in processing, we are not able to modify the order. Apologies for any
inconvenience!
How do I change my address?
If your order has been placed but not yet shipped (still in Processing status), you will have to speak to an agent to
see if it is still possible update the address.
To update your address, please click HERE and click Edit.
Please note, although it says Billing Address, this is the address your order will be shipped to.
Please Note: It is the customer's responsibility to ensure that the shipping address has been entered correctly. In the
event that an order is sent to an incorrect address, we cannot guarantee that we will be able to re-send a new order, so
please ensure all information is entered correctly prior to checkout.
Order placed, didn't receive email
Sometimes, our emails might end up in your junk/spam folder, so always a good idea to check there.
You can always check your Order Status by clicking here. If your order status is Processing, that means we've received
the order and your payment. Once the order has shipped, it will be marked as Completed.
What is your order minimum?
We have an order minimum of $25.00
Can I cancel my order?
You can proceed to cancel your order in your order history.
Navigate to My Account --> Order History, and select the order you wish to cancel and click Cancel.
However, once your order has been paid for it has been moved into processing and cannot be cancelled.
Why was my order cancelled?
If your order has been on hold for 24 hours without payment, it will automatically cancel.
If your payment has been made to a cancelled order and has been deposited, this will be credited to your account via
points and can be redeemed at checkout towards a new order. If your payment has not been deposited, you can cancel the
pending E Transfer.
Why is my order marked completed? I haven't received it.
When your same-day or next-day order is marked completed it has been processed from our facility and is now with our
driver. The driver will give you a text/call when they are 15 minutes prior to drop off.
If your mail order has been marked completed once it has been processed to Canada Post. Once it is assigned a tracking
number you will receive this information via email. Orders are processed within 24-48 business hours of receiving
payment.
Troubleshooting -
Why can't I access your website?
If you're having trouble accessing our website, here are some general troubleshooting steps:
(1) Are you browsing through a firewall or using wi-fi security? Try toggling it off to see if this helps!
(2) Have you tried clearing your browser cache? This can sometimes help if you're getting stuck or re-routed.
(3) Have you tried using a different device or browser, or using Incognito mode? Certain issues can be isolated to a
particular browser/device and you may have better luck on a different device.
(4) If you see the page below, click Advanced and click to proceed to our website.
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Shipping & Delivery -
How do I track my order?
Once you've completed the check-out process, your order will be shipped within 24 - 48 business hours of being processed
from one of our nationwide chains of warehouses.
As soon as your order is in transit, you will receive a notification email from us with a link that allows you to
monitor the current status of your shipment.
Please allow up to 24 hours for the tracking information to be updated.
Why is my order split into two packages?
To give our customers access to the largest selection of products, we have multiple warehouses that process orders.
As a result, you may receive your order in two different packages, depending on which warehouse has your item in stock.
Once you have added the items you'd like to purchase, your cart will display a breakdown of which products may have to
be shipped separately, plus offer you the chance to adjust your cart and select a different shipping option if you
prefer.
When will my order ship?
Orders are shipped within 1 - 2 business days of being processed from one of our nationwide chains of warehouses.
Once shipped, you will receive your tracking link via email. You can expect to receive your order within 6 business days
from the ship date. (In general, orders take roughly 2 - 4 business days to reach their final destination.)
Please note that it can take up to three hours for our system to receive your e-transfer.
How much does it cost to receive free shipping?
All customers will receive free shipping if their order totals $200.00 or more! If your order is split for shipment
purposes, as long as the total of the entire order exceeds $200, shipping will be free!
Why am I unable to select same/next day day delivery?
Once you log into your account, and your address is either on file or you have entered your address at checkout, the
option for same day delivery will be available if you are in one of the eligible areas.
Do you offer same day or next day delivery?
We currently offer same-day delivery to the Greater Vancouver area & Hamilton / Halton Area.
We also offer next-day delivery to the GTA!
Delivery fees are the same as mail order, $10 on orders under $200, FREE on orders of $200+.
Do you ship internationally / outside of Canada?
Unfortunately we do not ship outside of Canada.
Product Info -
When will you have a restock?
We have product drops and restocks weekly, however if an item you're after is out of stock, make sure you are browsing
all available delivery methods so you see all available stock.
Sign up for our newsletters to be the first to know when new items land. Click HERE!
Contact Us -
What are your business hours?
Our support hours are Monday to Friday 9:00AM - 5PM PST, and Weekends 10AM - 4:00PM PST.