FAQ

ORDERING

What are your hours of operation?

  • Orders can be placed at 24/7. ALL orders placed before 1pm PST will typically be sent out the same day.  Orders placed after 1pm PST will be sent out the following day.
  • Orders placed on the weekend, will be sent out the following business day.
  • Live Chat hours are from Monday – Friday from 9am – 5pm PST
  • Emails support will be answered within 48 hours (2 business days)

How do I place an order on SOG?

  1. Browse our shop for products you are interested in.
  2. When you find the products that you want, select the options, and click “ADD TO CART”.
  3. Once you’re done shopping, click the “CART” or “VIEW CART” link at the top right corner of the page.
  4. To remove items from your cart, click the “X” button. Add/reduce quantities by clicking the “+” and “-“ buttons beside a product. Once you’re satisfied click “UPDATE CART”.
  5. Click the “PROCEED TO CHECKOUT” button to enter your billing information.
  6. Review your billing details, shipping details and order details.
  7. Before placing your order. You need to read and accept our terms & conditions.
  8. Choose “PLACE ORDER” when you are done.
  9. Check your email for a confirmation letter and next steps to issue an E-Transfer.
  10. Send your E-Transfer and make sure it was processed. We will then process and ship your order.

Can I order outside of Canada?

Sorry, we only ship to Canadian addresses at the moment.

Is there a minimum order?

There is no minimum order amount, however orders less than $150 will be charged a flat rate of $20 for shipping.

I haven't received my invoice, what do I do?

Double check your email was inputted correctly then check your junk folder. If you still can’t find it, please contact our live chat support or email us.

Refunds or Exchanges

All consumable purchases are final, strictly no refunds or exchanges. Non-consumable related issues will be looked at case by case.

PAYMENT

How do I send an E-Transfer payment?

  1. Register for online banking with your bank. This can be done online, or if you need assistance call your branch directly
  2. Locate the E-Transfers section in online banking
  3. Add our email provided along with the total amount shown on the invoice
  4. We will provide you with a secret word for the transfer, The secret word and instructions will be given once you have checked out. Please read carefully.

What payment methods do you accept?

Currently we only accept Email Transfers. Please follow the instructions above, or contact your banking branch directly for further assistance.

How much is charged in taxes?

Taxes are already included in our prices!

What are your shipping charges?

Orders at $150 qualify for free express shipping, otherwise it’s a flat rate of $20.00 per order.

What happens after I submit my E-Transfer?

Once you have submitted the E-Transfer, and once we have accepted it, you will get a confirmation from your bank plus one from us. Your order will be go from on-hold to “Processing”. Then once your order has been shipped, you will get another email notification giving you your tracking number.

Note: E-Transfers are not instant and can take up to 2 days

SHIPPING

I have not received my tracking number

Once you have made an order and the payment has been processed, your package will be sent out for delivery. Orders placed before 1PM PST, typically will be sent out same day, orders placed after 1PM PST will be sent the following day. Once our Shipping Carrier has scanned the package, we will email you a tracking number.

Why is my tracking number invalid?

It can take up to 24 hours for tracking numbers to be updated with our Shipping Carrier. If after 24 hours and the tracking still does not work, feel free to contact us at (our email) or use our live chat from 9am PST – 5pm PST.

My package hasn't arrived yet, what can I do?

  • If your package does not arrive by expected Shipping Carrier stated delivery date, contact us through live chat or email.
  • We will then file an trace with our Shipping Carrier in an attempt to locate your package
  • Once a trace has been filed it may take anywhere up to 5 business days, if the trace is successful the package will be enroute to you. However, if the package cannot be located, we will send you a 1x replacement of up to $500.
  • We cannot issue refunds due to the lateness of the package as that is solely due to Shipping Carrier and is not within our control.
  • We are not responsible for lost or stolen packages once Shipping Carriermarks the tracking “Delivered”.

My package is being sent to another location, when looking at my tracking number

  • There could be a number of reasons, the Shipping Carrier could have entered the wrong postal code as they see a significant amount of packages every day.
    The information you provided us was incorrect, please double check your shipping information and make sure that the information provided is correct.
  • This may cause a delay in an additional 1-2 business days (Note we do not issue refunds if you provide us with the wrong delivery address)

Why is my signature required?

Signature are always required as a safety and security measure for the package. If you do not require a signature please leave a note during the checkout process. However if you wish to do so, we are not held liable once your tracking shows “Delivered”.

Lost packages

Shades Of Green is not held liable for lost packages in the Yukon, Northwest Territories, etc due to a high theft rate.