FREE shipping on orders over $60 Canada / $80 USA (before tax). April 2020 NOTE: Canada Post shipping delays due to high volumes & staff shortages.

FAQ - Shipping/Online Orders

Learn more about shipping

NOTE: Buy more than $60* and receive free shipping Canada. USA orders over $80** receive free shipping.

*before taxes

Shipping Options and Approximate Rates

**Unfortunately we had to raise minimum order for free shipping to USA due to increased shipping costs.

Purchases will be shipped via Canada Post from our manufacturing facility to Canadian and USA customers only at this time (from our shopping cart)**. You can expect your purchase to arrive within 3-14 business days from receipt of your order. As of April 2020 we are seeing delays of 3-6days on average longer than it usually takes because Canada Post is dealing with December holiday style package volumes.

**Int'l customers call our toll-free line 1-888-747-6287 to order. Our local # is 604-322-4080. Or email info@ferlowbotanicals.com

There is a pickup option for local customers (scroll down for more info).

The shipping and handling cost for your order is based on the total weight of the order.

  • Please allow up to 2 business days to process and pack your order.
  • We do our best to keep product in-stock at all times but on rare occasion we may be sold-out... in this case we will contact you to let you know, or change your order.
  • Orders are shipped on business days only. Business days are Monday-Friday, excluding public holidays.
  • Delivery times within Canada shown below are based upon normal business volume.

Cost
Smaller package
of approx. 3 kg or less

Cost
Larger package
of approx. 7 kg

Order Arrival

Ground   $13.58 – 20.57*

$17.54-27.49*

2 - 12 business days

 

Air

n/a

n/a

Priority

n/a

n/a

Shipping cost is based on destination and package weight. Weight is divided into multiple cost ranges from 0-30kg (0-66lbs) for each province/territory/state. If you add all items to your online shopping cart you can see the shipping cost after you add your delivery address before you make a payment.

*Canada shipments, USA slightly higher based on product(s) weight. USA is the 48 adjoining States including Hawaii and Alaska) Sorry we cannot ship to other areas at this time. If you enter all the items you want into the shopping cart along with your address you can see the shipping charges there which are based on total weight.

Please note, shipments to rural locations outside metro centres can take longer to arrive.

Faster Shipping Options available?

For now there are no quicker shipping options available other than Canada Post Expedited Parcel or USA with USPS Parcel Service.... but that may change in the future.

International Addresses

Unfortunately, we cannot ship internationally at this time through the online cart. We do apologize for the inconvenience. However, please call our office toll-free 1-888-747-6287 and we can help you directly.

Out of Stock Items

We apologize for the inconvenience this may cause. If your item is out of stock we will contact you to discuss how you would like the order handled. FERLOW BOTANICALS does not back order. Once an item is back in stock we can notify you. If it's not mentioned in the product listing when it will be back in-stock please give us a call. You can also sign up for email notification on the particular product's page and we will notify you once it's back in stock or if there are other issues. We do our best but sometimes supplier delays for ingredients are out of our control.

Order Cancellation and Changes

We do not normally accept order cancellations or changes once an order has been processed. If you have a question about your order, please contact us at 1.888.747.6287 and quote your order number.

If the order has left our warehouse, we are billed for shipping charges, which are not refundable.

Order Tracking

When your order is shipped from our warehouse, you should receive an automated email to confirm your shipment - this email will include a tracking number and link to enable you to track your package. Some shipping methods outside Canada do not include tracking.

Common Questions

Can I personally pick up my order at your warehouse?

NO. Unfortunately pickup option is no longer available.

Can I ship to multiple addresses?

You will need to create a new order if you would like to ship to more than one address.

What shipping method do you use?

Our packages are mainly shipped by Canada Post and USPS for USA.

Do I have to sign for delivery?

In general we do require a signature upon package delivery. But this depends on the value of your order. For instance, Canada Posts requires signature over a certain insured $ amount.

What do I do if I have special delivery instructions?

Unfortunately Canada Post does not accept special delivery instructions for orders placed through FERLOW BOTANICALS at this time. However you could add special instructions such as "leave at side door" on the second address line.

Returns and Exchanges

We want you to be overwhelmed with excitement and happy with your purchase. If you’d like to return or exchange a phone/online order, please call Customer Care toll-free to obtain a return authorization, and receive further instructions:

1.888.747.6287

Monday - Friday: 9:00am to 4:30pm PST

Returned items need to be intact/unopened, returned in their original packaging and include a copy of the packing slip. You can return items up to 45 days after the date we shipped your order. Shipping charges are not refundable. Return shipping is at your own cost on shipments where we have not made an error.

We use 4k resolution cameras to capture shipping processes. We can review them to verify that your order was fulfilled correctly.

Remember, we cannot accept returns without prior authorization.

If we shipped the wrong item to you by mistake, please contact Customer Care; we will re-ship the correct item at no additional cost.

How are returned items credited back to me?

Returned items are normally credited in the original form of payment, less our billed shipping charges. We don't get a refund for shipping costs.

How long does it take to process a return?

Please allow up to 30 days for your return to be processed from the day you return your package. - as we need to receive the returned items. Usually it is quicker. We will notify you by phone or email once we have processed your return.

How much time do I have to return an item?

You can return an item up to 45 days after the date we shipped your order. Please call 1-888-747-6287 to obtain a return authorization and receive further instructions.

How can I check on the status of my return or exchange?

Email info@ferlowbotanicals.com or give us a call at 1.888.747.6287 and we will be happy to assist you. Returns can take up to 30 days to process after they have reached us but we will make every effort to expedite this.