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Orders
How do I place and pay for an order?
Except for resellers, distributors, and bulk purchases, all orders must be placed through our website. We offer a secure checkout process and partner with trusted credit card processors to ensure your payment information is protected. Please note that we do not accept payment information by phone or email.
Is your site secure?
Yes, our website is fully secure. We use advanced encryption technologies to protect your personal and payment information during the checkout process. Our website is SSL certified, ensuring that all data transmitted between your browser and our server is encrypted and secure. Additionally, we partner with trusted credit card processing companies to further safeguard your payment details. Your privacy and security are our top priorities.
How can I check the status of my order?
You can check the status of your order by logging into your account on our website and navigating to the "Order History" or "My Orders" section. There, you’ll find detailed information about your order status, including tracking information once your order has shipped. Additionally, you will receive email notifications with updates on your order’s progress. If you haven’t received these notifications, please check your spam or junk folder. You can also use our order tracking tool on the website for real-time updates on your shipment. If you need further assistance, our customer service team is available to help.
What forms of payment do you accept?
We accept all major credit cards and debit cards, as well as Apple Pay and Google Pay™ through our merchant banking partner, PayPal. Please note that PayPal is a highly secure credit card processor, and you do not need a PayPal account to make payments. You can complete your transaction using your preferred payment method without signing up for PayPal.
Can I cancel or modify my order?
Our system is designed to fulfill orders quickly to ensure you receive them as soon as possible. As a result, once an order is placed, we cannot cancel it, modify any of the items purchased, or change the shipping or billing address. We recommend reviewing your order details carefully before completing your purchase. If you need assistance, our customer service team is here to help with any concerns.
What does it mean if my order was partially shipped?
If your order was partially shipped, it means that some of the items in your order are being sent from different warehouses. As a result, you may receive your items in separate packages, each with its own tracking number. You will receive notifications and tracking details for each shipment to keep you updated on the status of your order.
What currency do I pay with?
You can pay with your local currency by selecting the appropriate option on your product page or using the tab on the right side of the screen, where you can switch between CAD and USD. If the site hasn’t automatically displayed the currency in your local preference, you can manually adjust it using this tab to ensure your payment is processed in the correct currency.
Do you offer wholesale or bulk ordering?
Yes. We offer wholesale and bulk ordering for retailers, distributors, businesses, and qualified partners. Please visit the wholesale section of our website or contact us at [email protected] with your company information, the products you are interested in, and the approximate quantities you are looking for.
How can I contact customer care?
You can contact our customer care team through the contact form on our website or by phone at (438) 787-2242.
Shipping
Is there a shipping fee?
Yes, all orders have a basic reduced flat shipping fee of $8.95, regardless of the number of items purchased. We always cover any surplus shipping fees.
When will my order ship?
We generally start processing and preparing your order within minutes after it is placed. On average, your package is on its way within 48 hours. Delivery times depend on your location. As soon as your order is in the hands of our shipping carriers, we will update you with a tracking number. In the event of any delays or backorders before handing over your package to the shipping company, we will reach out to you and provide updates.
Do you ship internationally?
Yes, we do ship internationally (outside of Canada and the United States). Extra shipping fees might apply to orders outside of these countries. Please note that we do not ship to certain territories due to local customs regulations. If your country does not appear as an option at checkout, please reach out to us directly, and we will do our best to find a shipping solution for your specific location.
What shipping methods do you provide?
We offer several shipping methods through a range of partners across Canada and the U.S. to ensure effective delivery. Our shipping partners include, but are not limited to, FedEx, UPS, Canada Post, USPS, and Amazon Shipping Services.
Do you refund if my package was stolen?
No, we do not provide refunds for packages stolen from your doorstep, building, or mailbox. Our packages are insured and eligible for a refund or replacement for any issues that occur from our warehouse up until they are delivered and registered with the tracking system. Once the package is marked as delivered, responsibility for the package transfers to the recipient.
Where do you ship from?
Depending on your location, orders are shipped either from our headquarters in Quebec, Canada, or from our U.S. distribution center.
How long does delivery usually take?
Delivery usually takes between 3 and 10 business days, depending on your location and the shipping carrier. Backordered items may take longer to ship.
Do you offer free shipping?
We do not offer free shipping, but we offer flat-rate shipping of $8.95, no matter the size of your order. This applies to orders placed directly on our website and does not apply to wholesale orders.
Will I receive a tracking number?
Yes. Once your order has shipped, we will update your order with a tracking number. If you have not received it, you can log in to your account to view your order, check your spam folder, or track your order here.
Do international customers have to pay duties or customs fees?
International duties, taxes, customs fees, and import rules vary by country. Customers are responsible for any local regulations, duties, taxes, or fees that may apply to their order.
How should I store my Chi Chaga products after opening?
After opening, keep your Chi Chaga products sealed and store them in a dark cabinet at room temperature, away from moisture, heat, and direct sunlight.
Who should I contact if I received the wrong item or a damaged product?
Please contact our customer service team at [email protected] with your order number and a photo of the item you received.
Returns & Exchanges
Do you accept returns?
If you’re not pleased with a purchase, we will accept returns on unopened products within 14 days of delivery. Please note that shipping fees, duties, and return shipping costs are nonrefundable. Refunds are not applicable on opened or altered items.
How do I return?
If you wish to return an unopened or unaltered item, please contact us by email with your order number. We will create a ticket and provide you with a return number and return address. Once the package is returned to us in accordance with our return policies, we will credit your original form of payment.
