You must be of legal age in order to view and place an order on this website.
All orders are shipped from British Columbia, Canada.
HOW LONG DOES SHIPPING TAKE?
We do our best to ship all orders out same day (if the order is placed before 2pm PST). During busy periods, it may take us 1-2 business to fulfill and ship your order. To accurately estimate how long shipping will take, please add 1-2 business days to the estimates provided at checkout.
The shipping estimates provided at checkout are calculated in business days and start from when your order is picked up by the shipping carrier. Business days are considered Monday through Friday and excludes holidays and weekends. These timelines are provided by the shipping carriers. The estimates are approximate and may be subject to possible delivery days caused by bad weather etc. All packages are shipped with insurance (except international surface mail). Head Candy is not responsible for any delays caused by Canada Post, Purolator, or FedEx but we will assist you with shipping issues you may have, including insurance claims.
Shipping carriers only pick up from us Monday through Friday, excluding holidays.
WHERE DO YOU SHIP?
We ship across Canada and offer free shipping on orders over $100. We also offer flat rate shipping of $10 on orders over $75.
Unfortunately we are not currently shipping to the USA due to the recent changes to the PACT Act and the associated product restrictions.
WHAT IF MY ORDER IS WRONG OR DAMAGED?
If we made a mistake with your order, or if there is a defect, please contact us. If you received a defective item, please provide photos of the product and the box your order came in. If you received an incorrect item, please provide a photo of the incorrect item along with your packing slip.
We must be notified of any product defects within 2 days of delivery.
If the item is being sent back to us, we will email you a shipping label for you to print and tape onto the box. Please use the same box that your order came in originally. Once we have received and processed the return item, we will then ship you a replacement item. Under no circumstances will replacement items be shipped prior to your defective/incorrect item being returned.
If your order has been damaged while in transit, please contact us with photos of the shipping box as well as the broken or damaged product(s). We will open an insurance claim with the shipping carrier. Glass products are not covered by insurance and any glass items that have been broken in transit will be refunded upon receipt of the photos described above. We will not ship replacement glass items.
WHAT ARE YOUR HOURS OF OPERATION?
We are located in British Columbia. Our customer support hours are 9 am to 5 pm PST Monday to Friday, excluding holidays.
If you need to contact us, you have a few options:
- email: email@example.com
- click on the red help button on the lower right side of the screen
- give us a call at 604-447-4323
WHAT IS THE STATUS OF MY ORDER?
Please refer to the shipping confirmation email you received from us to check the status of your order. The tracking link provided will have the most accurate status of your order. If you cannot find your shipping confirmation email, please contact us and include your name, order number and city and we will send you another email with your tracking number.
MY TRACKING NUMBER DOESN'T WORK!
Please allow up to 24 hours for the shipping carrier to activate your tracking number. If it is still not working after 24 hours has passed, then please contact us. Please note that tracking information may not update over a weekend / holiday.
HOW DO I CANCEL MY ORDER?
If you need to cancel your order, please contact us as soon as possible. We can only cancel orders that have not been shipped yet.
STATUS IS DELIVERED BUT I DID NOT RECEIVE MY ORDER.
If your order shows that it was delivered, but you did not receive it, please double check with your neighbors, your mailbox, with any reception/front desk, and your local post office (if delivered by Canada Post).
If you have looked in all of these places, and still have not received the parcel, then please send us a message for assistance. Then we can file a missing parcel claim with the shipping carrier. Once we file a the claim, the shipping carrier (ie. Canada Post, Purolator, FedEx) will attempt to locate the parcel and will contact you by email or phone to verify your address and confirm that you have not received the package. This process can take up to 7-10 business days to complete. Once the shipping carrier has completed their investigation and approves the claim, we will contact you and ask if you would like us to resend your order or provide a refund. The investigation must be concluded with the shipping carrier before any orders are resent or refunded. No exceptions.
MY CREDIT CARD HAS BEEN CHARGED BUT I DID NOT RECEIVE AN ORDER NUMBER. WHAT DOES THIS MEAN?
The most common reason for unsuccessful orders is the billing address not matching the address associated with your credit card. Please double check to make sure that this information matches, or the payment will fail.
If the payment fails, often times, a pending transaction is placed on your account. This transaction will not complete and will be reversed by your credit card company. Depending on your credit card company’s policies, it can take a few business days to fall off. We do not have access to change any of this. Everything is handled through a credit card processor and your credit card company.
If this situation doesn’t apply to you, then it’s possible your email address may be wrong on your order. Please message us, and we can correct the email for you!
MY PACKAGE HASN'T BEEN SCANNED IN A FEW DAYS. IS IT LOST?
Shipping delays can occur due to weather, etc. If your package has not been scanned in 10 business days, we can open a missing parcel claim with the shipping carrier. Once we file a the claim, the shipping carrier (ie. Canada Post, FedEx, Purolator) will attempt to locate the parcel and will contact you by email or phone to verify your address and confirm that you have not received the package. It's very important that you reply to the shipping carrier as soon as possible. If you do not reply, the claim will be denied. This process can take up to 7-10 business days to complete. Once the shipping carrier has completed their investigation and approves the claim, we will contact you and ask if you would like us to resend your order or provide a refund. The investigation must be concluded with the shipping carrier before any orders are resent or refunded. No exceptions.
RETURNS & REFUNDS
If you would like to return your items from your order (that are not damaged or used), please contact us within 14 days from the date your item was delivered to you. Items must be unused and in the original packaging with all accessories. Once we have approved the return, we will send you a shipping label to print out and tape onto the shipping box. Please note that shipping costs will be deducted from your refund. This includes the cost of shipping the order to you, and then shipping the order back to us (ie. both ways).
Refunds will only be issued once your return has been received and processed by us. No exceptions.
Working items returned for warranty are not covered and shipping costs both ways are the customer's responsibility.