FAQs

Frequently Asked Questions

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.
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
 
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.
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)
If you are a Vancouver Local your delivery times are as follows: Delivery Times:
  • Orders placed before or between 11 a.m. and 4 p.m.: 11:30 a.m. – 4:30 p.m.
  • Orders placed between 4 p.m. and 9 p.m.: 4:30 p.m. – 10:30 p.m.
Please understand that orders placed after our last cutoff for the day will be added to the next days delivery schedule (first cutoff).
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
The outside of the box MAY have:
  • Box dimensions (ie 12x6x9)
  • Box manufacturer (ie All World Packaging, Uline, etc)
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.*
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)
**NOTE** There are cases in the past where packages have been automatically upgraded to Xpresspost Shipping, however this is only in the event that there is little to no difference in shipping cost between Expedited Shipping options and Xpresspost Shipping options.
Before each order moves to the next stage of processing, we ensure that the amount received matches the total on the order number. In the event a payment does not match the specified order total, the following will happen: You paid too much: As much as we appreciate the tip, we cannot in good practice keep any extra amount that is sent to us. We will contact you via email (if you haven’t reached out to us already) and return the excess amount, or if you choose so we can also generate a custom coupon to be used at your next purchase (that matches the value of the excess paid). You paid too little: If the amount you have paid is less than the amount due for your order we will contact you via email and request that the difference be paid before we begin processing your order for shipping. Once the difference has been confirmed on our end, we will resume processing your order as normal.
If you need to change the delivery address that you specified when placing your order please reach out to us immediately at support@highglowco.com We will do our best to accommodate any changes to your delivery location depending on the processing status of your order. Please note that if you have received an order completion email containing a tracking number, your order has already been posted, and therefore we may no longer be able to change the delivery location.
If the order you made was incorrect or there were any issues at all please email us immediately at support@highglowco.com
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