Frequently Asked Questions

Client Privacy and Age Verification

We take the responsibility of making sure we’re not shipping our products to children very seriously. As such, we verify the age of all our members before shipping their parcel. Another responsibility we take just as serious, is the safe storage of the data you share with us.

We require age verification with all new client orders. We ask that with your first order you send us a picture of your government issued photo I.D. verifying your age. You will then be provided a username and password to order with us! We keep all client information in our secure cloud storage database and do not share your information.

Your business is your business, and we’ll keep it that way.

Customer Service

The Budway Group is dedicated to helping you navigate our website and answering all product and ordering questions you may have.

Please feel free to Email us @ Bwinfo@protonmail.com and our Customer Service Representatives will be in touch within 24 hours!

Payment Options

What’s the minimum amount I can order?

Here at Budway, we do not require a minimum order amount. Please note that for shipping, all orders less than $200 are subject to a $20 flat rate shipping fee. Orders over $200 receive free shipping.

WE ACCEPT E-TRANSFER AND MANUAL CREDIT ORDERS.
FOR CREDIT ORDERS, PLEASE CONTACT US AT BWINFO@PROTONMAIL.COM FOR FURTHER INFORMATION.

e-Transfer:

You can find your e-Transfer payment instructions in 2 places:
1) Your email inbox
We’ll email you payment instructions, which will be at the top of your email receipt.
Note: To ensure proper delivery of our emails:
a) Add Bwpayment@protonmail.com to your address book.
b) Check your spam or junk folder, and mark our email(s) as “not spam”.
c) If you use Gmail, be sure to check your Social and Promotion tabs.

How Interac e-Transfers Work

If you use online banking with a Canadian bank or credit union, then sending an Interac e-Transfer takes just a couple of minutes.
Instructions will be provided with your online invoice and orders ship only after E-Transfer have been received. If we receive your payment by 12 pm PST (3 pm EST), your order ships the next business day, or else it ships the following business day.

How do I send an Interac e-Transfer?

If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes.
Google is a great tool and if you search “your bank name” + Interac E-transfer in Google.ca, you should easily find instructions on how to send a transfer with your financial institution.
For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

I’ve sent my e-Transfer. What next?

Once you’ve sent your e-Transfer, it can take up to 40 minutes for us to receive an email notifying us of your payment. Your E-transfer will be pending until we collect the e-Transfer (when we process your order).
Once payment is received, your order will ship within 1 business day. Delivery by Xpresspost will take 2-5 business days (depending on your region) once it has shipped. You’ll receive your tracking info by email within 24 hours after it has shipped.

GST/HST is included in product prices.

Returns

We will be happy to exchange any product you are unsatisfied with within 48 hours of delivery. Please email us with any concerns you have with your order and we will work with you to ensure your satisfaction with our service.

For product exchange we will pay for return shipping and once inspected by our quality assurance team and deemed unsatisfactory or faulty we will ship you out a replacement the following business day.

We do not offer refunds, only product replacement.

Shipping

How will my order be packaged?

Your order will be discretely packaged and vacuum-sealed to protect and maintain your privacy. We ship using Canada Post Xpresspost mailers or nondescript boxes with no indication of what is inside.

What happens if I don’t get my package?

If you do not get your package 2 days after the expected arrival date, let us know and we will file a trace with Canada Post.
If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.
We do not offer postage refunds if your order arrives late due to any postal issues.

Why was my package sent with a “Signature Required”?

All orders $500+ will be sent with a Signature Required. If you do not want this option, please leave a note with your order saying “No Signature Required, please”.

Canada Post tracking information has not updated recently

If you’re tracking your package on Canada Post’s website and it has not updated in sometime, it’s most likely due to your package missing a scan, which is fairly common.
More often than not, clientsget their packages on time or a day later. If you do not receive it 2 days after your expected date, let us know so we can file a trace with the post office.
If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.

My package is going to the wrong destination

If you’re tracking your package on the Canada Post website and it looks like it’s headed to the wrong city, it’s most likely due to human error at Canada Post. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days.
Our Budway Customer Service Team and Shipping Department always double checks each order with your shipping instructions before sending to ensure shipping accuracy!

Can’t find the product you’re looking for?

SPECIAL ORDERS & PRODUCT INFO: Bwinfo@protonmail.com

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