Ordering

Questions about placing an order

By Admin

• 10 articles

A Product I Purchased is Out of Stock?

During checkout, you may opt to receive a substitute item or store credit if a product is out of stock. We understand how frustrating it can be when a product you were hoping to get is out of stock. That's why we offer two options in this situation. 1. If you choose to substitute, select the substitute option at checkout, and our team will take care of the rest. We want to make sure you still receive a product that meets your needs and expectations and that your order is shipped without delay. 2. You can choose to receive store credit instead. This credit can be used towards any future purchases on our website. Our team will reach out to you through email to provide any updates and credit.

Last updated on Dec 12, 2025

How do I purchase/redeem gift cards?

Looking for the perfect gift for the cannabis connoisseur in your life? A Kootenay Botanicals virtual gift card is the perfect way to show your appreciation for quality cannabis. Purchasing A Gift Card 1. Choose your preferred Gift card image - you can browse our wide selection of holiday themes & more. 2. Choose the amount you'd like to give, either from our pre-set options, or send a custom amount! 3. Enter a Delivery Date - This is the date our automated email will send out your gift card. 4. Enter the Name & Email Address of the recipient. 5. Enter your info - this will appear in the email along with the gift card image you have selected. 6. Checkout! Redeeming Your Gift Card There are two ways of redeeming your Gift Card: Redeeming at checkout: 1. Fill your cart with your desired products. 2. Head to cart & apply your gift card code in the coupon field. (You can also apply the code at checkout if you missed applying it at the cart stage.) Redeeming in My Account: 1. Login to your account & navigate to the My Account page. 2. Click on the GIFT CARDS tab 3. Enter the Gift Card Code and push "Add it" 4. The Gift Card Balance has now been added to your account and you can use it as a method of payment at checkout. 5. Start Shopping! By purchasing a gift card you agree to the Terms & Conditions. Check in with an agent through our live chat, or give us a call at +1 833-596-1040 with any questions!

Last updated on Dec 12, 2025

How do I place an order?

How to Place an Order with Kootenay Botanicals Here's a step-by-step guide on placing your order online with Kootenay Botanicals. Step 1: Shop To locate what you want, enter our Shop page.Click on the desired product(s), choose your quantity, then click "Add to Cart". Step2: Checkout When you are finished shopping, continue to the Cart page then review the items in your cart. Click on the "Proceed to Checkout" button and you will be redirected to the Checkout page. If you’ve previously signed-up with us, you will need to enter your email address and password on the checkout page. If you’re a new customer, you can create an account by entering your email address and creating a password. If you're a first-time member, make sure to select your age date of birth to verify your age. Then confirm your shipping information - your shipping address does not have to match your ID address. Step 3: Pay We only accept Interact e-Transfers as payment - you will be redirected to an confirmation page with your order number and payment instructions. You will also receive an email with payment instructions. Orders only ship after the e-Transfer has been received. Once your payment is deposited, your order will be processed and shipped within 1 -2 business days. We'll email you your tracking number as soon as it's available. Congrats, you have now placed your order!

Last updated on Dec 12, 2025

What Are the Gift Cards Terms & Conditions?

Nonreturnable; not for resale. Kootenay Botanicals Gift Cards are not returnable or refundable for cash. Resale of Kootenay Botanicals Gift Cards is strictly prohibited. Not for promotional use. Kootenay Botanicals Gift Cards may be used as personal or business gifts, but may not be used in connection with any marketing, advertising or other promotional activities (including without limitation via websites, Internet advertisements, email, telemarketing, direct mail, newspaper and magazine advertisements, and radio and television broadcasts). Lost or Stolen Gift Card. Lost or stolen cards will not be replaced. You are solely responsible for keeping the Gift Card code safe and for any activity conducted under your account. No Consolidation for New Kootenay Botanicals Gift Card. You may not consolidate or combine multiple Gift Cards to purchase a new Kootenay Botanicals Gift Card. Kootenay Botanicals Gift Cards Do Not Expire.

Last updated on Dec 12, 2025

Edibles During Hot Weather

We do our best to ensure that your orders arrive in pristine condition however, as the temperature increases across the country, we want our members to be aware that the edibles you order have the potential to melt during shipping. We will unfortunately not be refunding melted products, please take this into consideration before you place an order. We are constantly implementing methods to help ensure your edibles do not melt during shipping. Tips To Prevent Melting 1. We recommend you keep an eye on your tracking information and be ready to be home for the delivery to prevent your order from sitting outside or in your mailbox. 2. Also when you receive your order, before opening your edibles put them in the fridge for around 5 hours to help retain their original form. What if my edibles melt during shipping? While we do our best to ensure our products are shipped and delivered in a timely manner, edible products can sometimes be affected by the temperature during transit over the summer months. In the event that your edibles arrive melted, here are a couple helpful tips: (1) Rest assured, these are still perfectly safe to use! We recommend popping them in the fridge to harden them up, and from there you can cut them into even pieces to dose effectively. (2) We are now including Cold Packs for mail orders that include edibles (note: these are not included in same day or next day deliveries). This should help to prevent edibles melting during transit. If you notice this product has been added to your order, this is why! (3) If your edibles still arrive melted, please send photos to the team as soon as possible, and we can look into possible resolutions. Since we are not able to guarantee environmental conditions during transit, refunds are not guaranteed, but we will always do our best to find a solution for you.

Last updated on Dec 12, 2025

How do I use my Wishlist?

We have an exciting new feature which allows you to save your favorite products to your own customized Wishlist! How to View Your Wishlist To access your Wishlist, simply navigate to My Account, and then click on My Wishlist. How to Add a Product to Your Wishlist To add a product to your Wishlist, simply hover over the product image and click the heart if you are viewing all products: Or, if you are viewing an individual product, click Add to Wishlist below the Add to Cart button. You can also remove the same product by clicking Remove from list. How to Remove a Product from Your Wishlist If you would like to remove a product from your Wishlist from the Wishlist page, simply click the Trash icon next to the product. Is the Product on My Wishlist in Stock? If a product on your Wishlist is in stock, you will be able to click the Add to Cart button (or Select options if the product has different varieties) to add this product to your cart. If your product is out of stock, the Status will simply say Out of Stock and you will not be able to add the item to your cart.

Last updated on Dec 12, 2025

Why did my order cancel?

Orders automatically expire/cancel if payment is not received within 24 hours of your order being placed. If you sent your payment and your order status is “cancelled”, please contact a live agent so we can look into this for you.

Last updated on Dec 12, 2025

What does my order status mean?

Understanding Order Status: "Complete," and Delivery Progress If you've noticed that your order status is marked as "Complete" but you haven't received your order yet, we'd like to explain what this status means and provide guidance on what to do next. Order Status: "Complete" "Complete" is a status that is applied to your order when certain key steps have been accomplished: - For standard shipping via Canada Post: It indicates that a Canada Post label has been printed for your package, and your order is in the process of being prepared for shipment. - For same-day delivery: It means that your order has been handed off to our third-party courier for delivery to your address. Next Steps To understand the progress of your order and its estimated delivery time, follow these steps: 1. Check Your Tracking Number: If your order is shipped through Canada Post, use the provided tracking number to monitor the package's status. You can do this by visiting the Canada Post website or using their tracking services. 2. Automated Text Notifications: If you selected same-day delivery, be on the lookout for automated text notifications regarding your delivery window. This will help you stay informed about when to expect your order. 3. Contact Customer Support: If you've followed these steps and still have concerns about your order or haven't received it within the expected timeframe, don't hesitate to reach out to our customer support team. They can provide more specific information about your order's status and location. Please remember that order statuses like "Complete" signify important progress in the processing and delivery of your order. The specific details of your order may vary based on the shipping method and any potential courier delays. Our goal is to ensure that you receive your order in a timely and efficient manner, and we're here to help address any questions or concerns you may have. Your satisfaction is important to us, and we appreciate your trust in our services.

Last updated on Dec 12, 2025

What if I don't like a product?

At Kootenay Botanicals, we understand that individual tastes and opinions may vary, and we are always open to receiving any feedback you might have about a product! In addition, you can always earn points by leaving a Product Review. In cases of a Defective Product, find out how to Request a Refund. Defective Product: A defective product refers to an item that has a flaw or malfunction that hinders its proper functioning or poses a safety risk to the user. Defects can occur during the manufacturing process, design phase, or even due to damage during shipping. Defects may manifest as physical damage, missing parts, incorrect assembly, non-functional components, or other issues that prevent the product from working as intended. When a product is defective, it fails to meet the reasonable expectations of quality and functionality. Product Not to One's Liking: On the other hand, a product not being to one's individual liking refers to a situation where a person simply does not prefer or enjoy a product, despite it being free from defects or functional issues. This can be due to personal taste, preference, or subjective factors. It could be related to the product's appearance, features, performance, color, or any other subjective aspect that doesn't align with the individual's preferences or expectations. Please note: We do not offer compensation if a particular product is not to your individual liking, but we are always happy to provide some personalized product recommendations than may be more to your liking!

Last updated on Dec 12, 2025

What if I don't receive my freebies?

In the event that you don't receive freebies with your order, please note: - Freebies are given on an availability basis, so sometimes there may be no freebies available! Not to worry, we probably just ran out and they'll be back soon! - We do not offer financial compensation for missing freebies. In the event that your order is missing freebies, we will do our best to make it up to you next time! Feel free to reach out to us to let us know when you place your next order and we'll do our best to include them if available.

Last updated on Dec 12, 2025