sERVICE FAQ

Frequently Asked Questions About Our Services

website questions

You can change your password, email, first name, and last name through your Account Dashboard once you have logged into your account.

You can change your shipping and billing address either during checkout or through your Account Dashboard.

Payment questions

Active Releaf Wellness offers multiple payment methods, however please read the details for each payment

  1. VISA and MASTERCARD
  2. Interac E-Transfer

CREDIT CARDS

We offer VISA and MASTERCARD secure checkout through PAYSAFE. Note that you may experience limit restrictions both on your card and with PAYSAFE. 

INTERAC E-TRANSFER

Please see the section “HOW TO SEND E TRANSFER”

INTERAC E-TRANSFER INFO

Follow the instructions below, these instructions will also be on the checkout page after you have submitted an order and in your initial order received an email.

  1. Once you have submitted an order on the checkout page you will have an order number. This will also be in your order confirmation email.
  2. You will need to go to your online banking and set up a recipient. Please set your recipient as ACTIVE RELEAF. If you are not set up for online banking please contact your bank to set this up.
  3. Send your entire order total, do not make it more or less otherwise we will decline the transfer and you will need to re-submit another one.
  4. The email to send your transfer to is payments@activereleaf.co
  5. Set your security question as your order number XXXX5
  6. Set your security answer as active
  • Recipient Name: ACTIVE RELEAF
  • Email to send e-transfer to: payments@activereleaf.co
  • Security Question: Put your order number which is found in your order confirmation email.
  • Security Answer: active

Once we have received your payment and have processed it you will receive a status update email, this email means we have deposited your e-transfer and we are packing your order. All payments received before 12:00pm(PST) will be shipped out the same day. We do not pack orders over the weekend but we may still process your e-transfer. Do not worry your package will go out next business day.

You will receive one last email once your item is shipped, this will include your tracking number for delivery status. We are not Canada Post and any delays are due to Canada Post issues, delivery times are an estimate, and you may experience delays during the COVID 19 Pandemic.

SHIPPING questions

ACTIVE RELEAF wellness products are only shipped within Canada. Unfortunately, at this time, we are unable to ship internationally, including the United States.

ACTIVE RELEAF WELLNESS only uses Canada Post to ship orders. We apologize but we are unable to offer other options at this time. We are looking into other options but there is no timeline for when they will be offered. For more info on Canada Post delivery please access their website here.

If you have any further questions or concerns please email us at:

info@activereleaf.co 

PACKING TIMES
If we have received your payment before 12:00pm (PST) your order will be shipped out the same day. We only process and pack orders MON-FRI between 9:00am-5:00pm(PST). We do not process or pack orders on weekends and statutory holidays.

SHIPPING TIMES
Estimated shipping times are calculated by Canada Post and are periodically updated through their API. Depending on your location and your selected shipping method will determine your cost and arrival time. You can find estimated arrival times through via the Canada Post website here.

*Note that Canada Post does not accept packages from us on Statutory Holidays.

If you have any questions or concerns please email us at:

info@activereleaf.co

Tracking numbers are available in your  COMPLETED email confirmation. Updates through Canada Post will only show when your package is scanned at Canada Post. You can also find your tracking number in your MY ACCOUNT DASHBOARD. If you are still having trouble with finding your tracking number you can contact us via email at:

info@activereleaf.co

RETURN & exchange policy

All ACTIVE RELEAF products are backed by a 100% satisfaction guarantee. If you are not fully satisfied with your purchase, you may contact us to request a full refund of the purchase price within 30 days of purchase.

We will replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@activereleaf.co.

ALL SALE ITEMS ARE FINAL SALE (Return & exchange does not apply to items where discount coupon was used.)