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FAQS

By Admin
• 9 articles

HOW DO I REQUEST A REFUND?

If you've encountered any problems with your order like getting a defective product, something that doesn't match what you ordered, an item that wasn't sent, or your order not being delivered at all, you can request for a refund. To request a refund, navigate to My Account, pull your order history, locate the item(s) you would like to request a refund for, and click Ask for a Refund. Your refund request will be submitted and an agent will follow up with you once a decision has been made. If your refund request is approved, find out how to use your Refund Code here. To check on the status of your refund request, click on My Refund Requests under My Account. The request will either be approved or rejected -- if the status is in processing, or on hold, that means a decision has not yet been taken. Refund requests for product issues are handled via a ticketing system and dealt with in the order that they are received. Refund requests are handled within 24-48 hours of submission. Important: In cases of defective or damaged product, or any product issues (such as wrong product received, missing product, etc.) it is our custom to ask for photos. The reason we ask for photos is so that we can provide valuable feedback to our vendors and shipping team to prevent similar issues in the future. Please know that when we ask for photos, it is not to question your honesty or integrity. Our main goal is to ensure that our customers receive the best possible resolution and to provide detailed feedback to our partners. *Please note as we enter the warmer months, certain products, including but not limited to, edibles and concentrates may melt or alter consistency during transportation. When ordering, be sure to keep an eye on your tracking so you can retrieve your order as soon as possible. We suggest placing any effected items in the fridge to cool down. All products will remain safe to consume.

Last updated on Dec 24, 2025

WHAT IF THERE ARE PRODUCT ISSUES?

At Fraser Valley Buds, we are committed to providing our customers with the highest quality products and services. We understand that sometimes issues may arise with your purchases, and we want to assure you that we are here to help. If you've received a defective product or have any questions or concerns about an item from your recent order, please don't hesitate to reach out to our live agents right away. To work towards a resolution as quickly as possible, we kindly ask that you provide the following information when reaching out: - Order number - Product name (including strain name) - A description of the issue - Video or photo best depicting the issue Someone from our team will help to investigate the issue and come up with a resolution that meets your needs. We believe that our customers deserve the best, and we are committed to making sure that you are satisfied with your purchases from us. *Please Note: As we enter the warmer months, certain products, including but not limited to edibles and concentrates, may melt or alter consistency during transportation. When ordering, we suggest keeping an eye on your tracking so you can retrieve your order as soon as possible. If you receive any affected items, we recommend placing them in the fridge to cool down. All products will remain safe to consume. We are here to help and look forward to resolving any issues or concerns with you. Please don't hesitate to reach out to us through our live chat.

Last updated on Dec 24, 2025

What does my order status mean?

Understanding Order Status: "Complete," and Delivery Progress If you've noticed that your order status is marked as "Complete" but you haven't received your order yet, we'd like to explain what this status means and provide guidance on what to do next. ​ Order Status: "Complete" "Complete" is a status that is applied to your order when certain key steps have been accomplished: - For standard shipping via Canada Post: It indicates that a Canada Post label has been printed for your package, and your order is in the process of being prepared for shipment. - For same-day delivery: It means that your order has been handed off to our third-party courier for delivery to your address. Next Steps To understand the progress of your order and its estimated delivery time, follow these steps: 1. Check Your Tracking Number: If your order is shipped through Canada Post, use the provided tracking number to monitor the package's status. You can do this by visiting the Canada Post website or using their tracking services. 2. Automated Text Notifications: If you selected same-day delivery, be on the lookout for automated text notifications regarding your delivery window. This will help you stay informed about when to expect your order. 3. Contact Customer Support: If you've followed these steps and still have concerns about your order or haven't received it within the expected timeframe, don't hesitate to reach out to our customer support team. They can provide more specific information about your order's status and location. Please remember that order statuses like "Complete" signify important progress in the processing and delivery of your order. The specific details of your order may vary based on the shipping method and any potential courier delays. Our goal is to ensure that you receive your order in a timely and efficient manner, and we're here to help address any questions or concerns you may have. Your satisfaction is important to us, and we appreciate your trust in our services.

Last updated on Dec 24, 2025

How do I unsubscribe from emails and chat?

If you're looking to unsubscribe from emails or chat notifications, we've got you covered. Here's how you can easily manage your preferences: Unsubscribing from Emails To stop receiving emails from us, including newsletters and promotional content, follow these steps: 1. Open an Email: Locate and open any email you've received from us. 2. Scroll to the Bottom: Scroll to the bottom of the email. 3. Find the Unsubscribe Link: Look for an "Unsubscribe" link or button. This link is typically located at the bottom of the email. 4. Click the Unsubscribe Link: Click on the "Unsubscribe" link. You may be directed to a page where you can confirm your choice. 5. Confirm Your Un-subscription: Confirm your decision to unsubscribe. You will be removed from our email list and should stop receiving future emails. Unsubscribing from Chat If you wish to stop receiving automated chat notifications while shopping, follow these steps: 1. Engage in Live Chat: While you're in a live chat session, you can directly communicate with one of our agents. 2. Notify the Agent: Politely let the agent know that you do not want to receive automated chat messages during your shopping experience. 3. Agent Assistance: Our agent will assist you in adjusting your chat settings to ensure you are not disturbed by automated chat messages. By following these steps, you can easily manage your email and chat preferences. Your comfort and satisfaction are important to us, and we aim to provide a personalized and enjoyable experience for every customer.

Last updated on Dec 24, 2025