You must be of legal age in order to view and place an order on this website.
All orders are shipped from Vancouver, 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, UPS or DHL, but we will assist you with shipping issues you may have, including insurance claims.
All orders are shipped from Vancouver, BC, Canada.
Shipping carriers only pick up from us Monday through Friday, excluding holidays.
Please note that Purolator, DHL, and FedEx will not ship to PO Boxes. If you need your order shipped to a PO Box, please select a Canada Post shipping option.
We are not allowed to ship anything with products containing lighter fluid outside of Canada by airmail.
Torches are not included in this restriction because they are sold empty. This restriction is implemented by the shipping carriers and transport laws, not us.
Any items that have shipping restrictions will have a note within the product description for clarity.
If we are not able to ship a certain product to you, we will refund those specific items and ship the rest of the order to you. If you have any questions or concerns about restricted items, please contact us.
If you are located in the United States, any customs and border issues are fully and entirely the customer's responsibility and we will not accept any cost or responsibility as a result. It is up to the customer to determine and understand the legality and details of the items they are purchasing. Any packages that are denied at the border and returned to sender will not be re-sent. You are responsible for the cost of shipping the package to you, shipping the package back to us, and any customs/import fees that have been charged. We will refund you the remaining amount after deducting those costs, if any.
DO YOUR SHIPPING CHARGES INCLUDE CUSTOMS AND DUTY FEES?
If you live outside of Canada, you may have to pay customs / import fees. This is up to your country’s border to calculate these fees and determine if they are applicable to your order. The total paid at check out does not include any possible customs, import or duty fees. All applicable customs fees, taxes and duties are the sole responsibility of the customer.
Customers are responsible for being aware of and paying any customs fees and duties charged by your country. Customs authorities require that we state the value of your order directly on your package – the value is the retail cost. Head Candy will not mark any package as a “Gift” in order to attempt to avoid customs and duties fees.
Please note that on rare occasions, customs agents may delay the delivery of some packages at their discretion. This is out of our control and there's nothing we can do to make them process your package faster.
If you are charged customs, import or duty fees and you decide to reject the package. You are responsible for the cost of shipping the package to you, shipping the package back to us, and the customs/import fees. We will refund you the remaining amount after deducting those costs, if any.
For more information on customs and duties charges, please contact your local customs office.
WHERE DO YOU SHIP?
We ship across Canada and the United States. We offer free shipping on Canadian orders over $100 and US orders over $250 CAD.
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 Vancouver, BC. Our customer support hours are 9 am to 5 pm PST Monday to Friday, excluding holidays.
If you need to contact us, you have 3 options:
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/USPS).
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, DHL) 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, DHL) 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.