Frequently Asked Questions
How fast will I get my shipment?
Typical turnaround time to send orders out from our shop is 3-5 business days and then up to 2 weeks of delivery time due to the current state of Covid-19 & it's influence on the Postal Service.
What if an item I want is out of stock?
We will do our best to keep out website updated with ONLY items that are in stock. If we see an order with an item on it that is out of stock, we will quickly notify the customer and a decision will be made then. If you are looking to place an order for items we typically have in stock but that are not viewable on the website currently - kindly give us a call and we'll see what we can do for you!
Are you currently allowing customers to come in and browse the store?
No, we are currently closed to the public as per the Shut In Mandate being placed upon Canadians during this time of Covid-19. We will keep our customers updated if this changes but currently we are focusing on Online Shopping exclusively. Curbside Pickup for local orders is most certainly available as well as mailing - if you have any questions do not hesitate to call us!
Can I order items from The Garden Side as well?
Absolutely! We have items from the Garden Side on our website - please go to The Garden Side tab where you can see all the items we currently have up for grabs. If there are any items that you are looking for that we typically stock but do not see on the website please give us a call and we'll see what we can do for you.
Do you offer Refunds or Returns?
** PLEASE READ BEFORE USING PRODUCT IN ANY WAY OR FORM.**
PLEASE EXAMINE PRODUCT FOR ANY DAMAGE, IF GLASS WATER PIPE PLEASE DO A WATER TEST TO ENSURE THERE ARE NO LEAKS AND THAT IT IS FUNCTIONING PROPERLY. ALL RETURNS MUST BE PRE-AUTHORIZED! PLEASE SPEAK WITH A SALES ASSOCIATE TO GET RETURN AUTHORIZATION BEFORE SENDING BACK ANY GOODS. NON-AUTHORIZED RETURNS WILL BE REJECTED BY OUR RETURNS MANAGER AND NO REFUND WILL BE ISSUED.
Planetary Pride prides itself on having excellent customer service and as such we maintain reasonable standards for returned items as dictated to us by the manufacturers. As part of our reasonable terms and conditions of doing business together, you agree to notify Planetary Pride verbally or in email about any shipment shortages or invoice overcharges (incorrect prices, incorrect items, etc.) within 2 business days of reciept of the merchandise. After this time if Planetary Pride is notified of any shortage or overcharge it will be at the sole discretion of Planetary Pride’s to accept or deny any claim.
DUE TO SANITARY AND SAFETY ISSUES; VAPORIZER, GRINDER AND OTHER MANUFACTURERS WILL NOT LET US RETURN USED PRODUCTS.
It is imperative that the customer return any USED products directly to the manufacturer where warranty cards are provided. This will assist the manufacturer in determining what went wrong with their product and improve future models.
WE INSPECT ALL ELECTRONIC PRODUCTS BEFORE LEAVING OUR PREMISES.
ALL GENERAL MERCHANDISE RETURNS:
WE CANNOT ACCEPT RETURNS OF USED MERCHANDISE OR ANY PARTIAL BOXES OF MERCHANDISE.
All returns must be completely full boxes with all of their original packing materials. We are not allowed to issue “partial box credits”.
ALL PRODUCTS MUST BE RETURNED WITHIN 14 DAYS OF THE DATE OF INVOICE.
CREDITS WILL BE GIVEN AT THE PRICE PAID FOR THE ITEM OR THE CURRENT SELLING PRICE. (Whichever is lower priced.)
We thank you in advance for following our returns policy. We hope you understand our goal is to provide the best service possible.
Terms & Conditions
Seller possesses the executive right to accept or refuse any and all orders. No bid, offer or quotation shall be valid or binding upon Seller, and no order shall and no sale shall be final, until such order or sale shall be acknowledged in writing by seller. Buyer may not cancel or modify any order, without seller’s prior consent and then only upon payment to seller for all applicable costs incurred by seller, including labor, equipment and supplies and shipping for lost profits on cancelled or modified orders. Order changes or additions received after original order has been processed will be treated as a new order.