Frequently Asked Questions
Ordering
How do I place an order with GWP?
It’s easy to order from us:
- Go to the shop and find the products that you want
- Click on the products desired and choose the quantity you want, then add these to the cart
- View Your cart to apply any coupon codes and see your total – https://greatwesternpharma.com/cart/
- Once all products are in your shopping cart that you want, you’re ready for the Checkout process so click on “Proceed to Checkout.” This takes you to the checkout page located at: https://greatwesternpharma.com/checkout/
- Once all the required fields have been filled out you can click on “Place Order.”
- At the Checkout Confirmation page, you’ll see instructions along with your order number. This will show you how to send a payment. Your order will only ship once the payment has been received by us.
- Once we have the E-Transfer the order will go through processing and it will be shipped within 1 business day. Once the order is shipped, you’ll receive a tracking number from us.
When does my order ship out?
Your order will be processed and shipped within one business day and you will receive a tracking number via email. Our operating days are business days, from 9am to 3pm.
What is your return policy?
All products sales are final. We are only able to provide reimbursement through store-credit or a replacement package. No cash refunds, returns or exchanges.
Is my package shipped safely to me?
Yes. We ensure that the package is packaged with care. We choose between XpressPost and Expedited Canada Post based on the location. Our use of Canada Post means your packaged is delivered securely and discreetly.
Can I talk with a customer respresentative?
Please email us at [email protected]
Can I cancel, edit or add to my order?
If you want to edit or add to your order, you need to create a new order with us. You can cancel your old order by contacting our customer service agent via our contact form on the the contact page. Once the order is processing/completed or shipped, we are unable to make any adjustments to your items or your shipping address.
Shipping
How do I change my shipping address?
If you need to change your shipping address you can do so in your account profile. Feel free to reach out to our customer service team and they will be able to submit changes.
How long do orders take to ship typically?
Once processed, orders can take 1-4 business days for delivery.
Additional delays can occur due to:
Holiday Seasons
Postal Service Delays
Extreme Weather Conditions
Acts of Nature
*Rural areas may need to allow an additional 1-3 business days for delivery.
Why doesn't the tracking number I received from you work?
We email the tracking number before scanning the package at the post office. It won’t show up as trackable on the Canada Post site until the package is scanned by the post office. The correct tracking should show up by the end of the business day. (Please wait up to 24 hours for your tracking number to show a location before contacting us.)
Where can i find my tracking number
Your tracking number is emailed to you when your package ships.
I haven't received my package, what do I do?
If you don’t get your package after two days past the expected delivery date, contact us. We can do a trace with Canada Post. If it is stuck in transit status, it has to be over 30 days before it can be deemed loss.
If there’s a trace done, Canada Post will do an investigation which may take 21 business days to finish. If they are able to find the package, they ship it to you and you’ll receive it a few days later. We don’t offer refunds if the package arrives late due to postal issues. Order at your own risk, we are not responsible for any lost or stolen packages. Please make sure you provide us with the correct shipping address. We do not return packages that have an incorrect shipping address. Please let us know if you receive your package at a community mailbox (we will send it with a signature required to prevent theft). We only ship out packages with “signature required” when requested.
Payment
What types of payment do you accept?
We only accept Interac E-transfers and Bitcoin payments, as these are safe payment methods.
Interac E-transfer is available for most Canadian banks or credit unions. We kindly ask that you use the instructions for the transfer provided in your order’s invoice email – also a good chance for you to review the order details before sending the payment. For Bitcoins payments, there’ll be a QR code and a wallet address coming up after your order has been placed for your convenience.
We only ship orders once the payment has been confirmed and the order will then be processed by us.
What occurs once my E-transfer is sent to you?
Once the E-Transfer is sent, it will auto-deposit to our account. It may take up to 48 hours for us to verify the payment and process your order. Once we verify your payment and process your order, we notify you by email and send you a tracking number, as the order is on it’s way to you.
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 E-Transfer 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.
What are the shipping fees you charge?
We use Canada Post Xpresspost or Expedited for all orders and for any order spending over $450 will get free shipping.
However, if it doesn’t meet the requirement above, a Flat Rate $20 – $35 shipping fee will be charged within Canada.
How do I send an Interac E-transfer?
Use your online banking or credit union to send an E-Transfer to us. It only takes a few minutes to do this and it’s safe.
We do not accept Money Transfers