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F A Q

Frequently asked questions

Ordering

How do I place an order?


We make it super easy to order from us! 1. Start by regestering as a customer here. 2. Browse our premium selection of falvoured distillate here and add items to your cart 3. Check out and pay using Interac e-Transfer 4. You will receive a tracking number for your package once payment is confirmed. Expect your shipment within 2-7 business days.




Do you issue refunds/ exchanges?


If you believe that you have a defective product please contact us within 48 hours of receiving the product and provide proof of the defect via image or video. Please note that we only issue refunds in the form of points (store credit).




How do I get in contact with a customer representative?


We are always availble to answer question. Our contact number is (519-000-0000) where you can reach us via Text Message, (we cannot answer phone calls, however you can leave us a voicemail). You can also contact us on our website via live chat; and you can even reach us on Facebook via Live Messenger or Instagram. You can also contact us 24/7 by email to support@24klabs.com




Can I cancel, edit or add to my order?


Yes, If you want to edit or add to your order, you’ll need to create a new order with us. We will then go ahead and cancel the old order (if it is has not been paid for already). Email us at support@24karatlabs.com with your order number that you want cancelled.





Payments/ Fees

How much are shipping fees?


On orders below $199, we charge $15 for shipping. For any order over $150 (after discounts), the shipping is free. We ship our orders via Canada Post : Xpress Post, and we provide a tracking number to you by email once the order has shipped. If you live in a remote area, your order may take a few extra days to reach you.




What types of payments do you accept?


We accept Interac E-transfers as this is a safe payment method. If you bank with Canadian credit unions or regular banks, then these are easy to do online with your institution. We will send you an invoice by email once you place an order. All of the payment information that you require to make an E-transfer will be found on your invoice.




How do I send an Interact E Transfer


Sending Interac E-Transfers with your online banking or credit union is very safe to use. It will only take a few minutes or less! 1. Sign into your Online Banking and select “E-Transfer” 2. Add us as an Interac E-Transfer Recipient: 24K Labs The name & email address used to add us as a recipient can be found on your invoice. 3. Please make your Security Question as “Greatest place on earth” and your Security Answer as “Canada” 4. Please reference your order number in the message box You can also find more information regarding how to send an E-transfer payment here:




What happens once my payment is sent to you?


Once the payment is sent, it may take a few hours for us to receive and then deposit the payment (during business hours). If payment is sent during non-business hours, we will accept your payment the following business day. When your payment has been received by us, we will notify you by email. And we will send you a tracking number by email once the order is ready to ship out. Once payment has been deposited, your order will be processed. We recommend that you send payment the day before you want us to ship your package.




What happens to my order If I don't send you a payment?


Once the order is placed, the next step is to send your payment to us. We keep the order on hold until the payment is received. If there’s no payment after two days, then the order is cancelled.





Shipping

Is my package shipped safely and discreetly?


Yes. We ensure that your order is packaged with care and vacuumed sealed. This protects your purchase and your privacy. We use mailers which are secure and discreet.




Can I order outside of Canada?


We’re sorry! Unfortunately, we can only ship within Canada.




The tracking by the shipping company says "Delivered Successfully", but I haven't recieved my package?


Here are two possible scenarios: - The postal worker delivered the package to the wrong mailbox - The postal worker mistakenly scanned the package as “successfully delivered,” but it will actually be delivered the next business day.




My tracking hasn't updated in several days. Whats wrong?


In many cases the tracking isn’t updated due to a missing scan, which is a common occurrence for shipping companies. If your tracker is not updating, and the package is not delivered within 5 business days of shipment, please contact us and we will do a trace with the shipping company.




Why doesn't the tracking number I recieve from you work?


We may email you the tracking number before the package arrives at the Post Office. The tracking number won’t show up as traceable on the shipping companies site until the package is physically scanned in at the first destination. In most cases trackers will be updated by the end of the business day.




Lost orders


24Karat Labs assumes no responsibility for lost orders due to: - Wrong address provided by the customer (including typos or auto-correct errors) - Customer change of address / residence - Theft after delivery - Package being rejected upon delivery (by doorman or other) We no longer use a return address. Packages with incomplete/ incorrect addresses (missing unit #) will be undeliverable by the shipping company and not returned to us. No refunds or replacements will be given for this mistake. PLEASE MAKE SURE YOU ENTER IN YOUR CORRECT ADDRESS. Contact us immediately for corrections before paying.





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© 2020 by Angelica Salvador

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