Frequently Asked Questions
Do you produce all of your products?
No, we do not produce all of our products. Many of our products are sourced locally in British Columbia from high quality and reputable growers and manufacturers.Do you provide refunds?
Due to the nature of the products we sell, all sales are final. We do not provide any refunds. However, exceptions may apply in the following scenarios:- Shipping Courier Error (requires further investigation)
- Defective Product (proof must be presented)
- Mistaken Order Processing
Do you require ID Verification?
We at Highglow under no circumstances allow the purchase of our products by minors. Therefore we may require you to verify your age with 2 pieces of legal and valid government provided ID after you have completed checkout. In this case we will send you an email requesting the above information and your order contents will be held for up to 48 hours allowing you ample time to provide us with this information. In the event you cannot verify your legal age, our team will cancel processing of your order and refund any payment made to us immediately.How long will it take to receive my order?
All orders are shipped using Canada Post Expedited Mail (unless Xpresspost is selected at checkout) and as such we are subject to their shipping times. Your order confirmation will include a tracking number, which will help you get a better estimate of when you can expect your delivery.- Expedited shipping with tracking: $20 - 5-10 business days (depending on location)
- Free Expedited shipping: On orders $150 and above - 5-10 business days (depending on location)
- Xpresspost shipping: $25 - 2-3 business days (depending on location)
- Free Xpresspost shipping: On orders $300 and above - 2-3 business days (depending on location)
- Orders placed before 5:00 pm will be delivered the same day.
- Orders placed after 5:00 pm will be delivered the next day.
- Same Day delivery - $25 on orders below $99 total.
- Same Day delivery - now FREE on orders $99 and up.
How will my order be packaged?
The Highglow Team ensures that your packaged is mailed to you directly and discreetly. The outside of the box will NOT have:- Manufacturer’s Name or Logo (ie Highglow, Mota, etc)
- Product Name, Description, SKU or Barcode
- Box dimensions (ie 12x6x9)
- Box manufacturer (ie All World Packaging, Uline, etc)
If my package is lost or stolen, can I get a refund?
We value our customer experience, however when a package is lost or stolen we must first determine the circumstances under which the package was lost. We will investigate with Canada Post before we issue any refunds or replacements, which can take up to 2 weeks. In the event that it is the couriers fault (or outside the control of the customer) we will work to reimburse the customer. *Please ensure that you’ve put the correct shipping address. We are not responsible for incorrect addresses and will not reimburse any fees related to incorrect addresses.*What are your shipping costs?
Shipping costs are a flat fee of $20 for orders that do not meet the minimum spending requirement. However if your order total is greater than $150, shipping is free! Below are a list of our shipping options, and their associated arrival times (which are subject to change according to Canada Post)- Expedited shipping with tracking: $20 - 5-10 business days (depending on location)
- Free Expedited shipping: On orders $150 and above - 5-10 business days (depending on location)
- Xpresspost shipping: $25 - 2-3 business days (depending on location)
- Free Xpresspost shipping: On orders $300 and above - 2-3 business days (depending on location)
- Same Day delivery - $25 on orders below $99 total.
- Same Day delivery - now FREE on orders $99 and up.
What FREEBIES do I get in my order?
Your order can come with a variety of FREE items depending on the order amount and promotions, however the most common are:
A Free Joint with every order (1g)
Free Shipping on orders over $150
and a free 3.5g of AAA flower on orders over $250!