Buy Second Nature

FAQS

Questions Answers

I’ve sent payment, what’s next?
An E-transfer email can take 40 minutes to an hour to reach our email once you send payment. We will process the payment and pack your order. Once your order ships, we will send a shipping confirmation email with a link to track your order (click on the link to go to our courier’s site)
How do I send an Interac E-transfer?
If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes. For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html
How is my order packed for shipping?
Your order is packed in a hard box and double vacuum sealed. It is discretely packaged and labelled with zero smell and no indication of the products inside to maintain your privacy.
How long will delivery take?
All orders are sent XpressPost 2-3 day delivery and a tracking number will be emailed to you once your order has been processed. You can track it from there. Delivery standards apply to items sent between most major urban centres and are estimates online. Actual delivery times depend on origin, destination, weather conditions and other factors.

Shipping

How is my order packed for shipping?
Your order is packed in a hard box and double vacuum sealed. It is discretely packaged and labelled with zero smell and no indication of the products inside to maintain your privacy.
What are the shipping costs for orders from our site?
Shipping cost is $15 per order. If the order is $199+ then shipping is free.
How long will delivery take?
All orders are sent via Express Post in 2-3 day business days, a delivery and tracking number will be emailed to you once your order has been processed. You can track it from there. Delivery standards apply to items sent between most major urban centres and are estimates online. Actual delivery times depend on origin, destination, weather conditions and other factors.
My package didn’t arrive on the expected delivery date?
We ship orders promptly but sometimes there are delays with our courier. If you do not receive your order 2 days after the expected delivery date, email us and we will file a trace with Canada Post. If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will reimburse up to $100. This reimbursement will only be offered once in your accounts lifetime – we recommend adding in customer notes “request for a required signature upon delivery” to ensure theft is not an issue.
Why has Canada Post not updated my tracking information?
If you’re tracking your package on Canada Post’s website and it has not updated in a while, it’s most likely due to your package missing a scan, which is fairly common. (The package is scanned at various points in its trip to your destination) More often than not, you will get your package on time or a day later. If you do not receive it 2 days after your expected date, let us know so we can file a trace with the post office. If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.

Payments

Which payment methods are accepted?
We accept Interac e-Transfer payments only for now.
Is tax charged on my orders?
All taxes are included in our prices already.
I’ve sent payment, what’s next?
An E-transfer email can take 40 minutes to an hour to reach our email once you send payment. We will process the payment and pack your order. Once your order ships, we will send a shipping confirmation email with a link to track your order (click on the link to go to our courier’s site)
Is there a minimum and maximum order amount?
There is no max order amount. Orders under $199 are charged a $15 flat rate shipping fee. Orders $199+ are shipped free of charge.
How do I send an Interac E-transfer?
If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes. For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html
How much time do I have to submit payment for my order?
Once you submit your order, we will email you a receipt with instructions to pay. Your order will be on hold until your submit payment via Interac E-transfer. After a day or two, we will send a reminder email to pay for your order. If we do not receive your payment in 5 business days, your order will be cancelled.

Ordering

Is there a minimum and maximum order amount?
Orders under $150 are charged a $15 flat rate shipping fee. Orders $199+ are shipped free of charge.
How can I contact you? Do you have a phone number?
We do not have a contact phone number. Our preferred contact method is email. When you sign up on our site or do an order, we send you an email. You can reply to that email to contact us.
When will my order ship?
If we receive your order and Interac E-transfer by our 9am PST cutoff time, your order will ship that business day. If we receive your order and payment after 9am PST, your order will ship the next business day.

How can I add, edit or cancel my order?

If you want to add to or edit your order, please create a new order and email us to cancel your original order. If you want to cancel your order, email us with the order number.
A product was missing in my package.
All orders and product details are tracked in our database, any confirmed missing items will be placed in the next order. Disputes are up to the discretion of the customer service representative at that time.
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