WHERE DO YOU SHIP?
We will not ship anything anywhere where the item is prohibited or otherwise may create a potential problem for us. We are NOT experts on international shipping, so if we attempt to ship to you, you must understand and accept that any customs issues at your country's border, etc., are fully and entirely your responsibility and we will not accept any cost or responsibility as a result. It is up to you to determine and understand the legality and details of shipping into your country. Do not assume that we know anything about another country's laws or importation policies. Any lost or returned International packages will NOT be re-sent and we will NOT reimburse any shipping or any other costs - all such shipments are at your own risk. We reserve the right to refuse service for any reason.
HOW LONG DOES SHIPPING TAKE?
We do our best, but cannot guarantee, to get your order out within one business day of you placing (and paying for) it. It takes us on average 1-2 business days for us to fulfill your order. Add to that the time it takes for your chosen shipping carrier to deliver your order.
The shipping estimates provided at check out 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. This timeline is approximate and subject to possible delivery days caused by bad weather or issues from within the shipping company. Head Candy is not responsible for any delays once your order has been shipped but we will assist you with shipping issues you may have.
All orders are shipped from Vancouver, BC.
Shipping carriers only pick up from us Monday through Friday, excluding holidays.
DO YOUR SHIPPING CHARGES INCLUDE CUSTOMS AND DUTY FEES?
The total paid at check out does not include customs and duty charges. 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.
For more information on customs and duties charges, please contact your local customs office.
Please note that Purolator, DHL, Aramex 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. Alternatively, we are can send these items by ground/boat, but it will likely take a bit longer. If you are outside of Canada and your order contains a lighter, and you have questions about which shipping option to select, please contact us.
Torches are not included in this restriction because they are sold empty. This restriction is implemented 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 contact you and refund those specific items.
If you have any questions or concerns about restricted items, please contact us.
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.
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.
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 defects within 2 days of delivery.
If the item is being sent back to us, we will email you a pre-paid 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.
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 investigation with the shipping carrier. Once we file a missing parcel investigation, the shipping carrier (ie. Canada Post, Purolator, Aramex, DHL) will attempt to locate the parcel. This process can take up to 7-8 business days to complete. If at the conclusion of the investigation the shipping carrier is unable to confirm the location of the parcel, 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.
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!
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.