FAQ

Shipping within Canada.

Due to the nature of our products you will need to be 19 years of age or older and provide proof of age upon delivery. Please pay special attention to this as this is a Health Canada and Canada Post requirement. If no one is home at the time the package will be taken to your local post office for you to pick up with your ID. Only the person whose name is on the package can sign for it.

If you place an order and are unable to produce a valid piece of ID, we are in no way responsible, and unable to give refunds. 

How much is shipping?

We ship via Canada Post Expedited Parcel, rate is calculated by your postal code and the distance you are from the west coast of Canada.

Shipping to USA.

We ship via Canada Post Expedited Parcel then USPS, rate calculated on your zip code. Due to the nature of our products you will need to be 21 years of age or older and provide proof of age upon delivery. Please pay special attention to this as this is a Canada Post requirement. If you place an order and are unable to produce a valid piece of ID, we are in no way responsible, and unable to give refunds. 

How long will it take to get my order?

Processing can take on average 1-2 days but can sometimes be up to a week depending on number of orders processing and current stock supply.

Shipping can take a day and up to two weeks depending on your location. The farther you are from the west coast of Canada the longer it will take. Canada Post does not deliver on weekends. Once your order is shipped, a confirmation email will be sent with a tracking number. This number will give you up to date information on your package and the anticipated delivery date.

Please note Los Hierberos is not responsible for late deliveries due to Canada Post service.

USA Customer please note that shipping times are 5 -10 days.

What type of packaging will you use to ship my order?

We will ship your order in a discreet, plain brown box with a return name of:
LH Shop 
PO Box 2091
Garibaldi Highlands BC
V0N1T0

Damages during Shipping, is my Shipment Insured?

All Packages are shipped fully insured. A replacement or refund will be sent to you if anything was to happen to your package.
You need to contact us within 72 Hours of item reception for all damaged merchandise.

You don’t ship to my country – what do I do?

At this time the cart options are Canada, USA, The UK, Ireland and New Zealand. Other Countries Please contact us and we can make arrangements for shipping via email.

I haven’t received my order – how do I check the status?

You will be sent a second email or text with a tracking number the day the shipment packaged and sent. Go to www.canadapost.ca and use that number to track your package. If you don't receive tracking or shipping confirmations, please check your junk mail folder.

Payment

What forms of payment do you accept for Canadian Customers?

We have the option of using Interac E-Transfers at the time.

 Can I pay by cheque or some other method?

Sorry we do not accept cheques. Only the methods stated above are available at this time.

Do you take orders over the phone or through the mail?

We can help you over the phone but all orders are must be placed through our website.

How does the charge appear on my credit card statement?

It shows our legal name – Los Hierberos Shop Ltd.

Do you offer discounts on large orders?

Please contact us if you would like to purchase bulk items.

Returns and Cancelations

Can I cancel my order before it ships?

Yes, it is possible to cancel before it ships, but once you have received the first confirmation email your cancellation will be subject to a 5% cancellation fee to cover costs of the credit card transaction.

Cancelled orders paid by eTransfer will be charged a $3.00 bank fee for the for returning funds.

Can I return my order?

Yes!  As long as your item has not been used and is still new in the box within 30 days.  All unused products are eligible to be returned but you must pay the return shipping costs, This applies to items ordered by mistake. If we have shipped you the wrong product or if the product has arrived damaged we will send you a replacement item after we receive photo proof of damage or wrong item.

* Please be advised that the pictures on the website and the actual product may vary as all our glass products are handmade, one-of-a-kind pieces. If you have any questions prior to ordering, please contact us via our contact form and we will be happy to answer all your questions.

Please make sure the products are properly packaged so they are not damaged upon return.

Your credit card will be refunded after the product arrives back and has been inspected. 20% Restocking fee will apply to all returns.

If your shipment arrives damaged, we require you to email us a photograph showing the detail of the damage. We will need this for our insurance and we may require you to send the package back. If the product was damaged by the shipper, we will ship a replacement or refund your credit card.