When do I receive updates on my order?

Each order will go through a few stages. As soon as payment is received your order will be labelled ‘Processing’ – this means we are packing your order. Once picked and packed, your order will be updated to ‘Complete’ – this means your order is on it’s way to the postal office. Finally you will receive an update within 24hrs with your tracking information, which is sent to the email on your account – this means your order is on it’s way!

Missing Item Policy: What do I do if I think an item is missing from my order?

If you suspect an item you ordered is missing, please DO NOT open the vacuum sealed package that is found within the brown sealed envelope. If you do open the vac sealed bag which is located inside the brown envelope; we unfortunately won’t be able to process your request. If you do discover you are missing an item from your order please keep the vacuumed seal on the bag and take two photos of it, one of the front, and one of the back. You can then send these photos to info@grasshouse.ca, along with the following : 1) First & Last Name 2) Order Number 3) The two photos (back & front of Vacuum Sealed Bag) 4) Missing Item(s) We will review your request and if your package is still properly sealed in the photos and there is an item missing we will happily send you the item(s) within 3 business days.

Payment

Is there a minimum order?

 

There is no minimum order. However, shipping charges are added to each order, making it beneficial for patients to order large quantities. Free shipping applies to all orders over $199.

How do you accept payment?

 

We accept Interac E-transfer online.

We do not accept Credit Cards, Tangerine or Paypal

How do I send my payment via Interac e-Transfer

 

If you are looking to send payment through e-Transfer, login to your bank account online, click Transfer > Interac e-Transfer. Add a recipient by entering our name – GHouse, email address – ghpayment@protonmail.com and provide the security question (Order #). The password to the security question must be the same provided to you at checkout or via e-mail. Lastly, just select how much you need to send.

Be aware: It may take us 1-2 business days to accept your payment due to high volume.

Is someone else paying for your order? Here’s what you need to do!

 

The billing information provided must match the payment details on the e-transfer submitted for an order.

Customers must ensure the billing information coordinates with the payee information. If this information does not match we will hold the order until the sender of the funds contacts us to approve the transaction.

We go through this confirmation process to protect all parties involved. Because: the internet.

What shipping service do you use?

 

We use Canada Post Xpress Post (which takes 1-4 business days depending on location) if you place your order between Monday – Friday. Weekend orders will be shipped out the following Monday, this is any order placed from Friday evening through to Sunday.

Parcels are packed thoughtfully to provide discretion. They are then vac sealed and finished off with a smelly sheets inside the generic Canada Post packaging.

All parcels over $500 will have a signature required sticker. If you do not wish to have this service on your parcel please let us know in the notes section of your order or via email at info@grasshouse.ca.

When is my order shipped out?

 

Your package will be shipped out 1-2 business days after we have accepted your payment. Please note it may also take 1-2 business days to see your payment processed, due to high order volumes. Parcels ship Monday-Friday.

Once we accept payment you will begin to receive order updates. Tracking information will be sent to your provided email once your order is shipped and updated to a ‘complete’ status.

What is the shipping cost/delivery time?

 

Delivery time will vary based on whether you are local, regional, or national. All parcels have a signature required sticker on them unless otherwise specified by the customer.

Local/Regional deliveries may take up to 1-3 business days. National deliveries may take up to 4 business days. Please keep this in mind when you are placing your order.

How will I receive my tracking number?

You will receive an automated email containing your tracking details within 24 hours after your order has been shipped out. This number may not be active for tracking on the Canada Post website for up to 24 hours. Don’t forget to check you spam/junk folders!

*Also add info@grasshouse.ca into your email contact list if you are not receiving your automated tracking email. If that still does not work you can always call into our customer service line during our hours of operation and we’d happily provide it to you.