FAQs

Some of the frequently asked questions

How long will it take to get my order?

If you have signed up for an Account and we have received an uploaded copy of your Provincial ID or Provincial Driver’s License then it will go quicker. If you didn’t provide us with a digital copy of your Provincial Driver’s License or ID then we will send your paid order requesting Age Verification by carrier.

Processing can take a day or more depending on; the Season, Current Stock and programmed stock arrival.

Actual package getting to you can take a day and up to two weeks depending on your location. The farther you are from the Alberta, Canada the longer it will take.
CanPost 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 HighElements.ca is not responsible for late deliveries due to CanPost errors.

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

You will be sent a second email with a tracking number corresponding to your carrier the day the shipment packaged and was sent. Go to www.canadapost.ca and use the Tracking Number to track your package. If you don’t receive tracking or shipping confirmations, then you need to check your junk mail folder.

What forms of payment do you accept?

We accept major Credit Cards: Visa, MasterCard, American Express from our site to State of the Art Bank Processor software. Information fully Secure and Protected. We deal with a Major International Bank.

E-TRANSFERS are also accepted.  Send payments referencing Order Number to: sales@highelements.ca

Can I pay by cheque or some other method?

NO. Only the methods stated above are available at this time.
We are working on a second Credit Card Processing Service for your added convenience.

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

No. All orders must be placed through our website.

How does the charge appear on my credit card statement?

For discreet billing and shipments charges will appear as:
H. E. SUPPLY/ AB. CAN

Do you offer discounts on large orders?

Please contact us if you would like to purchase bulk items and/or large quantities. I’m sure we can work something out.

Ages, Usage and Legality?

Everything is sold for legal purposes only!
We cannot sell anything to you if it’s illegal to purchase the item in your Province, or if you are underage. Selling to Minors is A Federal Criminal Offense.

Since Canada has a different Age Requirement by Provinces. We consider your Province of residence what we go by. Item must be shipped to same Province in which the Purchaser Resides or has their Billing address at.

Our payment and shipping steps require:

  1. Signup for and ACCOUNT.
  2. Submit proof of Legal Purchasing age regarding your Province of Residence. This can be by a mobile phone pic or upload of your Prov. ID,DL or Passport.
  3. Sign for your Order upon arrival. So, if you are underage DO NOT try it. Your Order will be returned and NO REFUND will be given. Criminal charges are a Serious Offense.

I am having problems with my Order. Who or How do I contact you?

Please go to our Contact Us Page and fill out the Form. Or send directly to:
customerservice@highelements.ca

Please explain with detail the issue. We will get in touch as soon as possible. On average within an hour or two. Expect delays on Weekends and Holidays.

How much is shipping?

Shipping depends where you live. We have a flat rate shipping available depending on your order and Postal Code. We offer FREE SHIPPING on Orders over $85.00. We mostly ship parcel but, on some items can be sent CanPost Lettermail, you will be charged accordingly.

Is my Shipment Insured?

All Packages (not lettermail) 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 48hrs of item reception for all damaged merchandise. Pictures will be needed of box, packaging and damaged items. We will strive for a fast and smooth resolution to the problem.

Canada Post Lettermail is not insured nor trackable. We offer this option at Customer’s own risk. It is a reduced cost of shipping with the risk the envelope can get lost in the mail.

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 and a 10% Restock/packaging fee.

Cancelled orders paid by eTransfer will be charged a $1.50 bank fee 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. 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 damaged or wrong item.

Didn’t find the answer?

You browsed our site and FAQs page and still couldn’t find the answers? We are here to help. Contact us now, and we would get back to you as soon as possible.