Shipping

We ship Worldwide and offer accurate shipping calculations at check-out that are based on both box dimensions and weight. 

Over the last 16 years, we have shipped orders to every continent.

All shipping is done from our head office in Edmonton, Alberta, Canada.

We ship by Canada Post Expedited for orders placed by customers in Canada and The USA.  American customers have the option of choosing UPS at check out, but Canada Post is cheaper and quicker.

For the rest of the world, we offer at least one Canada Post shipping option (which are the most economical) and some options from UPS.

Shipping is free for orders over $100.00 in Alberta, British Columbia, Saskatchewan, Manitoba, Ontario, and Quebec.  

We offer free shipping to the Maritimes, Yukon, NWT, and Nunavut, for orders over $125.00.

For The USA, Free Shipping for orders over $200.00.

There is no free shipping for international orders yet, but we ship anything - anywhere :)

*Please be advised that we are unable to ship heavy liquid items such as 355ml, 591ml, or 1 litre+  bottled drinks (Pop, Vita-water, et al) to remote areas of Northern Quebec, YT, NT, USA, and outside North America).  This may also apply to drinks ordered within other Canadian Provinces.  We apologize and will refund your orders as the shipping fees are too expensive.*

Delivery Times

Jupiter strives to ship all orders within 1-3 business days.  We will reach out via email if there are any unforeseen challenges with your order.

Occasionally, we may have to order some items that were not in stock, but we will reach out via email to advise. Our web inventory is synced with our brick and mortar store, but once in a while there is a hiccup or two.

We are unable to guarantee delivery times by Canada Post, USPS, or UPS.

Below are average delivery times that are to serve as a guideline only.

On average, Canada Post Expedited Parcels arrive in 1 day locally (Alberta), 1-3 days in Western Canada (B.C., AB, SK), and 2-7 days for national orders sent to (Manitoba, Ontario, Quebec, the Maritimes, Yukon, NWT, and Nunavut).  *Business Days. Some exceptions apply.

Shipments to The USA take between 2-9 days.

International shipments can take 10-14 days on average or slightly more. 

Tracking

Our e-commerce platform (Shopify) emails tracking numbers to you as soon as we purchase the shipping label for your order. You may track your shipment on the Canada Post, USPA, or UPS website, but tracking numbers will not provide relevant information until the shipment has been picked up by the carrier; the tracking number will typically work within 3-6 business day hours after you receive it.  We may pack your order at 11am, but it is not picked up until 3 pm; the tracking will work after the order is picked up and then scanned at the Canada Post or UPS depot.

There is a new app called Shop (formerly Arrive) that we recommend you try out to track all of your shipments. It is available on your app store and is free.

How does my package look?

Jupiter uses normal brown shipping boxes that we purchase from Uline.  We print out white 4x6 Canada Post or UPS shipping labels for all orders.  No one will know what type of product is in your shipment as they blend right in. There are no references to cannabis or smoking accessories on your package.

Our shipping platform automatically adds all customs commodity codes et al to our shipping labels for all shipments to The USA and international destinations allowing your order to travel uninterrupted across all borders.

How is my order packed?

We have over 20 years of experience shipping fragile items (such as glass) all around the world. In order to ensure that your order arrives safely, our shipping team follows strict standard operating procedures that involve the strategic use of bubble wrap, shipping peanuts, tissue, and tape.

What if there is an item missing in my order?

If there is an item missing from your order, please email web AT jupitergrass.ca within 48 hours of receiving your order and we will make it right.

What if there is a damaged item in my order?

If any part of your order arrives damaged, please follow this protocol within 24 hours of receiving your shipment:

*Please do not throw away the box, bubble wrap, or any of the packaging inside the box as we recall the order by emailing you a Canada Post Label to have the order shipped back to us.*

-take 2 photos of the shipping box from different angles so we can see any damage.

-take 3 photos of each damaged item from different angles so we can clearly see the damage and ensure that you include your order's packing slip in all photos.

-send one email from the address used to place your order that has all of the pictures attached, your order number, and all of the relevant information. 

-in order for us to generate a damaged item reports, you must submit your order’s packing slip along with the required photos.

Once we have received your packing slip and required photos, we will evaluate the damaged item report. 

We will reach out to you during the evaluation process which is 1-2 business days.

We are able to mail out a replacement order within 3-5 business days after your damaged item report is approved.

We will issue a refund if we do not have an exact replacement on hand.

What if a customer accidentally enters in the wrong shipping address at check-out?

Please be diligent at check-out and triple check the address you are having the order shipped to. There are certain potential scenarios that could prevent a refund, reduce the amount of compensation, or create additional charges for the customer.

TIP: If you are unsure of how to input your address, check a letter from your municipality or utility company to confirm the syntax of your address. 

If you enter in the wrong address at check-out, contact us right away from the email address used to place the order with all of the specifics. 

If we are able to change the shipping address before the package goes out, it is all good. 

Emails to us from email addresses not used to place the order will be ignored. 

Note that we will do our best to alter the address and intercept the package before it goes out, but there is no guarantee we will be able to fix this even if the email is sent to us before the order is shipped out.

If the order gets shipped out to the incorrect address provided at check-out, the package will most likely get sent back to us if the receiver of the package does the right thing, but this does not always happen. 

If the package gets sent back to us, we are billed by Canada Post for around the same amount it cost us to ship the order to that address; we get billed automatically and have to pay this regardless.  

There are now 3 scenarios:

1.) The package gets sent back to us and we get billed by Canada Post. If you want the package re-sent back to you, we will have to be reimbursed the cost of the return shipping (as you entered in the wrong shipping address) AND the cost to ship it back to you.

For example, if Canada Post bills us $20.00 to ship back the parcel, it is then $20.00 (Canada Post Bill for shipping back to us) + $20.00 (to ship it back to you) which equals $40.00. We will email you a shipping invoice that can be paid with a credit card. Once it is paid, we will re-ship your order with tracking to the correct address.

2.) You choose to get a refund. We will offer a refund; however, we will deduct the Canada Post charge of sending the parcel back to us from your refund. The refund will be done through the Shopify platform and will credit the method of payment used to pay for the order. As well, if an item is damaged or used when it arrives at our facility, we reserve the right to NOT issue a refund if the item(s) are not able to be resold. 

If the package's original shipping layers have been opened, we may charge a 15% re-stocking fee to cover the cost of having to take the item(s) offsite to clean and quarantine them. 

*You may also choose to get a Gift Card for the refund amount that does not expire.*

3.) The item does not get returned to us because whomever accepted the package at the incorrect address (which was provided by the customer at check-out) decided not to return it.

We will not issue a refund or credit as we fulfilled our obligations and shipped the order to the address provided at check-out.  Again, even if an email was potentially sent to us before the order was shipped, we will not issue a refund or credit.

All of you are awesome, but being ultra diligent at check-out when adding your shipping address is a mandatory requirement on our site. Yes, we all make mistakes, but we are a small family run business and cannot afford to write-off orders in these spots.

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