Support
Shipping and returns.
What it costs, how long it takes, what the box looks like, and the two situations in which we accept a return.
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Rates and delivery windows
Two options at checkout. Both are tracked, and both windows are counted in business days from dispatch, not from the moment the order is placed.
- Standard — $20 CAD
- 4–9 business days after dispatch. Tracked.
- Express — $30 CAD
- 2–4 business days after dispatch. Tracked.
- Free shipping — orders of $150 CAD and up
- On either option, measured on your cart subtotal before any discount code. Applied automatically at checkout.
Delivery windows are the carrier's, not ours. Weather, public holidays and carrier backlogs push them out, and we cannot compress them once a parcel is in the network.
Dispatch
Orders are usually dispatched within one business day. Orders placed on a weekend or a public holiday are packed on the next business day. You get a tracking number by email when the parcel is handed to the carrier.
Packaging
Everything is vacuum-sealed and placed inside a plain outer package. The outside of the parcel carries no branding, no product name and no reference to what is inside. The return address does not identify the contents either.
Vacuum-sealing is also how the product survives the trip. Dried caps reabsorb moisture from the air, and moisture is what turns a cracker-dry cap into a soft one.
Where we ship
Canada only. We ship to every province and territory. We do not ship internationally, and we do not ship to freight forwarders or package-consolidation addresses. Orders with a delivery address outside Canada are cancelled and refunded in full.
Returns
These are consumable goods. Once a sealed pouch has left our hands we cannot verify how it was stored or handled, so we do not accept returns for change of mind, for a strain that was not what you expected, or for an order you no longer want.
Returns are accepted in two situations:
- Damaged in transit. The pouch seal is broken, the contents are crushed, or the parcel arrived wet or torn open.
- Wrong item shipped. The strain, the weight or the quantity does not match your order confirmation.
How to report it
Email us within 7 days of delivery with your order number and photos of the parcel as it arrived, the outer packaging, and the pouches themselves. Photos are not optional: they are how the claim is assessed, and how we raise it with the carrier if the damage happened in transit.
Send it to orders@jupiterskywellness.com
Once the report is accepted we replace the affected items or refund them, whichever you prefer. Reports made after 7 days cannot be assessed, because by then the carrier's own claim window has closed.
Lost or stolen packages
If tracking shows a parcel as delivered and it is not there, or if tracking stops moving entirely, tell us. We file the claim with the carrier ourselves — you do not need to contact them, and you do not need to chase the claim.
Carrier claims take time to resolve and the outcome is theirs, not ours. We will tell you what the carrier decides and how we are resolving your order either way.
Address accuracy
We ship to the address on the order exactly as it was entered. An incomplete or mistyped address is the most common cause of a parcel going back to us. If you spot a mistake, email us immediately — we can usually correct it before dispatch, and almost never after.
A parcel returned to us because the address was wrong or undeliverable can be reshipped once the shipping cost is paid again.
Contact
Shipping and returns questions go toorders@jupiterskywellness.comInclude your order number so we can find it without a second email.
