FAQS

Frequently Asked Questions

Check our FAQ for answers to commonly asked questions. Our customer support team is available to help if you cannot find your questions answered here. 

If you do not see your question answered below, please do not hesitate to email us at [email protected]deadheadchemist.com where our customer support representatives can assist you further. Alternatively, you can use the form contact form to create a support ticket and we will response back to you within 24 hours. We offer live customer support 9am-6pm PST Weekdays. 

Who to contact if I need help?

We have a live chat option available for you to speak to agents right away in the bottom right corner of the window. You can also e-mail our support team at [email protected]

Customer service hours are from Monday to Friday from 9AM – 6PM PST

Why am I not receiving confirmation emails?

Not receiving any order confirmation email with payment instructions or tracking information? Please make sure to check your spam and junk folders. You may also have to whitelist our e-mail address. 

Do you provide refunds and exchanges?

We do NOT provide refunds or exchanges.

Do I need a doctor’s prescription to sign up?

To become a member of  Deadhead Chemist,  you do not need a doctor’s prescription! We require age verification, usually with a drivers license to ensure you are at least 19 years old and a resident of Canada.

Is tax included in your prices?

Yes, GST/HST is included in our product prices.

E-transfer has been sent, why is my order is still on hold?

Our system only moves orders into processing once your e-Transfer has been matched against your order number (included in the notes section of your e-Transfer). After it has been accepted your order will be moved to processing.

*Please allow up to 2 hours for the Interac e-Transfer to deliver your funds to our payment system. 

If your order remains on hold for longer than 12 hours and your e-transfer is still pending, this is because we have no received your payment or you did not follow the instructions provided when sending the e-transfer.

Why has my e-Transfer not been received?

If your e-Transfer is still pending, or has not been received, this could be due to a number of reasons:

1.) We were unable to match your payment to your order when no order number is included in the notes section of your e-Transfer

2.) We have not received your e-Transfer because you have sent the payment to the incorrect email address.

3.) Your bank has flagged the transaction as suspicious, and needs to be contacted for confirmation to proceed with the transfer.

4.) We were unable to accept the e-Transfer, because you have not included the correct question and answer as stated in the payment instructions.

If your order’s payment can not be accepted due to any of the reasons above you will be notified with an email from the accounts team. If no payment is received after 24 hours, your order will automatically be cancelled and can not be re-opened again, a new order must be made.

What happens to my e-transfer if my order becomes cancelled?

We do not cancel any pending e-transfers received, even after an order is cancelled. This is to avoid the bank holding the sender’s money for a month after the e-transfer is cancelled. As such all e-transfers must be cancelled on the senders end, so there is no delay in the funds.

Do you accept Bitcoin?

Yes! We are expanding our payment methods to have more options. As of right now, we currently only accept Bitcoin. We will be adding more Cryptocurrencies in the future.

Choose the Bitcoin option at checkout to receive 10% off your order.

I received an incorrect order

Did you receive a defective or damaged product? Please do not hesitate to let us know via:

Chat on the web page

Email at [email protected]

Opening a support ticket right here on the web page

We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:

*IT IS VERY IMPORTANT TO FOLLOW THESE STEPS*

The order number

Details outlining the incorrect order

*Please ensure to include photos or a video of the incorrect order*

VACUUM BAG MUST STILL BE ATTACHED

FAILURE TO DO SO WILL RESULT IN YOUR ORDER NOT BEING CORRECTED.

Once we have these details, we will do our best to resolve any product issues with you as fast as possible.

PLEASE NOTE: You have up to 24 hours to notify us of anything wrong with the order.

Received defective or damaged product?

Did you receive a defective or damaged product? Please do not hesitate to let us know via

Chat on the web page

Email at [email protected]

Opening a support ticket right here on the web page

We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:

The order number

The name of the defective product

Details outlining the product issue

*Please ensure to include photos or a video of the defective product

Once we have these details, we will do our best to resolve any product issues with you as fast as possible.

In the event that we cannot troubleshoot the product issue, we will offer a credit to your account in points or a free replacement.

PLEASE NOTE: You have up to 24 hours to notify us of anything wrong with the order.

Product Quality Issues

At Deadhead Chemist we are committed to providing our members with top quality products. Unhappy with the quality of a product you received? Please reach out to let us know!

If you feel you have received a product that is not up to quality standards please provide the following details:

The order number that the product was received in

The name of the product

Details outlining the product quality issue

*Please ensure to include photos or a video of the product

Once we have these details, we will do our best to resolve any product quality issues with you as fast as possible.

*Please note: We DO NOT accept returns.  However, in the event that you have received a product that is not up to quality standards, we will offer a a discount on your next order, or a credit to your account in points.

If you’re unhappy with one of our products, please email our support team within 14 days from the delivery date and we will try our best to resolve the issue. Any incorrect orders older than 14 days cannot resolved.

Do you guys have a physical location?

We do not have a storefront location as we are purely an e-commerce site.

How do I edit or cancel my order?

Editing My Order

Once orders are placed, you are unable to edit orders yourselves. If you wish to add to change some items, you will need to create a new order and request the old order to be cancelled.

Alternatively, your old order will cancel itself after 72 hours.

Cancelling My Order

If you wish to cancel your order, you will need to request the old order to be cancelled, or alternatively all unprocessed orders will be automatically cancelled after 72 hours.

How will my order be packaged?

We ship out all orders discretely so there is no indication of what is inside.

Our products are packaged in smell-proof bags for extra security and privacy and vacuum sealed.

What happens if I don’t receive my package?

If you don’t receive your package within 48 hours after the expected arrival date, please don’t hesitate to contact us at [email protected]

We will not be held liable lost orders due to:

mistakes by the postal office

wrong address/unit # given by customer

sized at postal facility

stolen packages after delivery

If a trace is filed, Canada Post will conduct an investigation which can take up to two weeks to complete.

High Theft Areas

If you live in the following provinces:

Nunavut

Northern Quebec

Northwest Territories

We cannot offer any delivery guarantees, you will be ordering at your OWN RISK. If your order is stolen or lost, we reserve the right not to replace it.

* Shipping Insurance will not be eligible for orders from these provinces. *

My package is going to the wrong destination

If you’re tracking your package on Canada Post and its in a wrong city, its most likely due to human error at Canada Post.

Humans errors happen on occasion as postal codes are manually entered by the post office. They may have entered it wrong and off by a digit/letter which can cause a routing error and delay of 1-3 business days .

If you do not receive your shipment after 5 business days, please feel free to contact us and we will contact Canada Post to trace the package.

My tracking number isn’t working

If your’re tracking your package on Canada Post’s website and it has not been updated its may be due to the following reasons

We are enroute to ship your package and it hasn’t been scanned yet at the post office

The package has been dropped off at the post office already but the clerk has not scanned or missed the scan on the package. The next scan will be later in the day at the processing center

Canada Post tracking system has a glitch with the tracking number

Don’t worry, once the package is in Canada Post system it’s already making its way towards you. Expect delivery within 2-3 business days depending how far you live from a major city in your province.

Members get their package on time or usually just a day later. If you do not receive it after 2 days please let us know.

How long does delivery take after my order has shipped?

Once your order has shipped, it will take up to  *3 business days to receive your order with Canada Xpress Post.

* Please note that, delays may happen that is far beyond our control that will delay your delivery

When tracking your package, please look out for the status “Item out for Delivery”, as this will indicate the package has left the sorting facility and is on the way to

** Canada Post may experience delays on Statutory Holiday, Holiday Seasons and when experiencing extreme weather conditions **

Where is my tracking number?

You can find your tracking number within the email that is sent to you after completing your order.

If you’re unable to find your tracking number, please contact [email protected] for assistance.

How long until my order is shipped?

Place your order before 9 AM PST and we will ship your order same day!

* Please be advised, the payment must be processed by our team in order to move it into the processing state for shipment the same day

The interact system can take up to 3 hours to direct your payment to the provided email address. Make sure to pay early to ensure that your payment is processed before 10AM.

Canada Post operates Monday to Friday only, so we do not ship packages out on the weekend. Feel free to make an order and pay as we will still be processing orders through the weekend.