Service FAQ

Plant based wellness company, serving natural solutions to your everyday wellness routines.

Website Questions

How Do I Change Account Information?

You can change your password, email, first 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.

I Cannot Verify My Account

If you are having trouble verifying your account after sign up please give it about 10 minutes before contacting us, and be sure to check your spam box in case the verification email was sent there. If you still have issues please email us info@activerleaf.co or phone our customer support during business hours at +1 (604) 449-1462.

Contact Us

Please email us at:

info@activereleaf.co

Phone Us:

+1 (604) 449-1462

You can try to reach through via phone between the hours of 9:00am-6:00pm (PST). Be advised that you may need to leave a message in which case someone will do their best to call you back the same day

 

Payment Questions

What Payment Can I Use?

Payments Accepted by ACTIVE RELEAF WELLNESS

ACTIVE RELEAF WELLNESS Offers multiple payment methods, however please read the details for each payment option.

  1. VISA and MASTERCARD
  2. VISA DEBIT and MASTERCARD DEBIT
  3. 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. Note that when paying with your credit card all your BILLING INFO MUST MATCH your credit card billing info.

Interac E-Transfer

Please see the section "HOW TO SEND E-TRANSFER" below.

How Do I Send An E-Transfer?

INTERAC E-TRANSFER INFORMATION

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

Here is an example:

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

What Areas Do We Ship To?

ACTIVE RELEAF WELLNESS products are currently only shipped within Canada. Note that we do not guarantee orders made to northern Quebec and Nunavut as there is a high volume of theft in these areas and you will be ordering at your own risk. Unfortunately, at this time, we are unable to ship internationally, including the United States.

What Shipping Carrier Do You Use?

ACTIVE RELEAF WELLNESS uses Canada Post and PUROLATOR Courier to ship orders. We are working on adding more shipping providers, there is no timeline for when they will be offered. For more information on Canada Post delivery, you can access their website here. 

For Purolator information please go here

FREE Shipping is only through CANADA POST. Please see the Purolator overnight policy if you would like your package faster through a courier service.

If you have any further questions or concerns, please email us at: info@activereleaf.co

Packing and Shipping Times?
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. These times apply to Purolator overnight option.

Shipping Times

Estimated shipping times are calculated by Canada Post and PUROLATOR 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. For Purolator ship times go here. Note that we do not guarantee ship times, because we are not the shipping company, and although we will help you with any shipping carrier issues, any refunds must be submitted by the customer.

*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

PUROLATOR Overnight Policy
Purolator Overnight Express Option.

IMPORTANT* Our cutoff time is still the same for Purolator Overnight Express. If you have made your order after 12:00pm (PST) your order will be going out the following day as an overnight express delivery.

We offer the option for overnight shipping in most parts of Canada for an additional flat fee. Overnight delivery only applies to orders made from Mon-Thu. If an overnight shipping option was selected on a weekend day or stat holiday you can expect delivery the next business day. We do not guarantee overnight delivery by Purolator in all areas as stated by Purolator that some rural areas and the Maritimes may take up to 2 days. Purolator may put delays on their Express Overnight during busier times like Christmas. That being said it will be faster than Free Shipping and any Canada Post option.

Purolator Express does not qualify as a FREE SHIPPING option.

*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

Where Can I Find My Tracking Number?

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're still having trouble with finding your tracking number, you can contact us via email at: info@activereleaf.co

Return & Exchange Policy

What Is Your Return Policy?

ACTIVE RELEAF WELLNESS will accept returns for refunds on any unopened, unused product, within 14 days after delivery. We offer full refunds on any products that are defective and unusable at the time of delivery. Any refunds for unopened products must have return shipping confirmed before a refund is given. Return shipping on unopened products for refunds is the customers responsibility. If ACTIVE RELEAF requires you to send back any defective products ACTIVE RELEAF will pay the return shipping. All refunds will can be sent through Interac E-Transfer at this time, we cannot offer refunds back onto Debit and Credit Cards.

We do not offer refunds if you're product has been purchased through one of our vendors, you must contact the place of purchase for any refunds for unopened products. If you purchased a defective product through a vendor we ask that you first contact the business you purchased it from before submitting a request to ACTIVE RELEAF WELLNESS. If your defective products complaint cannot be resolved with the place of purchase, ACTIVE RELEAF WELLNESS will replace your products.

What Is Your Exchange Policy?

ACTIVE RELEAF WELLNESS will exchange any unopened, unused products within 21 days of delivery. Options for exchanges will be in the form of direct product and its value or a credit in the form of a coupon or account funds. The customer is responsible for return shipping.

Can I return Sales Items?

Yes. Sale items have the same exchange and return policy but will reflect the sale price of the products.