Frequently Asked Questions

Please read our FAQ before sending us a message. If you still have any question, please send us a message through our Contact page here 🙂

Ordering

How do I get ST Points?

Every $1 spent on the site for confirmed orders = 1 ST Point. So if you buy something for $100, you get 100 points.

For every 100 points that you accumulate you’ll earn a $1 discount which you can apply to any future orders with us. You can redeem your points on the ‘cart’ or the ‘checkout’ page. Please note, points are not earned on shipping costs.

100 points = $1.00
500 points = $5.00
1000 points = $10.00

Do points expire?

No, your ST Points will be on your account until you decide to use them. Check your current ST Point balance here >>

How do I earn more points?

There are a few ways to collect more points.

Learn more here >>

How do I order?

Step 1: Browse through our store and add items you would like to your cart.
Step 2: Checkout securely and safely using Interac e-transfer.
Step 3: Your order will be fulfilled and shipped once PAYMENT is RECEIVED. You will have a tracking number within 1-2 business days of sending payment.
Step 4: If you do not send payment within 48 hours your order will regretfully be canceled.

Can I add/edit/cancel my order?

If you would like to add or edit your order, you’ll need to enter a new order and we will cancel your original order. Please email [email protected] with the order number you would like canceled.

If you would like your order canceled and it has not shipped out yet, please email [email protected]

If we have already collected your payment, then all order edits/cancels are made on a best-efforts basis.

Are you indigenous?

We warmly and respectfully welcome you to joining Salish Trails, from the unsurrendered, unceded sovereign lands of the Salish Nation.  Please check out ABOUT US page for more information.

When will my order ship?

We do our best to send all orders the same day for orders received by 2PM Eastern Time but in rare cases it will ship the following day, and tracking usually follows within 24 hours and is visible in the order section of your user profile.

In some cases orders placed on Monday will be sent on Tuesday.

* Please note that it can take up to 40 minutes for your E-transfer to land in our email box from the time you send it. We accept payments between 11am-3pm EST and process orders around that time.

What are your working hours?

We are in the shop and answering emails 6 days a week (Sunday through Friday) from 9:30 am PST through 5 pm PST.

Are your pictures real?

Yes, all of our product shots are taken by us and show our actual products.

Shipping

How will my order be packaged?

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

Where do you ship from?

We are located on the unsurrendered, unceded sovereign lands of the Salish Nation.  Please check out ABOUT US page for more information.

How long does shipping typically take?

Xpresspost is 2-3 business days. Expedited is 2-8 days.  Allow for more time if you are in a rural area. For more information regarding this please visit Canada Post.

Does my order ship with Signature?

Orders that are $500+ have a signature automatically applied. If you would like to opt-out of having a signature on your order, you can let us know in the order notes and we will remove it.

If your order is less than $500 your parcel does not automatically get signature required, but you can request a signature on your parcel in the order notes free of charge.

I have not received my order

There are 2 likely scenarios:

a) the postal worker put it in the wrong mailbox, or

b) what often happens is that a postal worker will scan in all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering it.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file 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 free of charge. If your package shows delivered, we treat it as delivered. You are welcome to request a signature on your package in the order notes free of charge.

From Canada Post
The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked:

  • with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;
  • their Community Mail Box for the item or parcel compartment key;
  • around their property to see if the item was left in a safe location or in a mailbox attached to their home.

In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.”

Do you have a Delivery Guarantee?

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.

Unless you made an error in your address at checkout, your delivery is Guaranteed (except rural areas for residents of Nunavut, Northern Quebec, Northern Newfoundland, Northwest Territories or if you provide an inaccurate/incomplete address).

The definition of a Guaranteed Delivery is when Canada Post Tracking states its Delivered. For added security, you can request a signature in the order notes free of charge. Orders with instructions to “Leave at Door” void our Delivery Guarantee.

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”. Removing the Signature from orders over $500 voids our Delivery Guarantee.

Canada Post tracking information has not been updating

If you’re tracking your package on Canada Post’s website and it has not updated in some time, it’s most likely due to your package missing a scan, which is fairly common.

In 99% of the cases, members get 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.

Shipping to Nunavut, Northern Quebec, Labrador and Northwest Territories

Unfortunately, we experience much higher % of postal thefts when shipping to rural areas in Nunavut, Northern Quebec, Labrador and Northwest Territories.

We cannot offer any delivery guarantees if you live in these areas and you will be ordering at your own risk. If your order is stolen or lost, we reserve the right not to replace it.

My tracking number does not work. Help!

We will email your tracking number before its been scanned in at the post office. Until it has been scanned in, your tracking number will not be trackable on the Canada Post website.

Please wait till the end of day and your tracking number should appear correctly. If it does not, kindly email [email protected] and we will look into it.

What are the shipping fees?

Shipping fees range from $6.99-23

Orders are shipped by Xpresspost, Priority and Ground, and a tracking number will be emailed after your order ships. Once we receive your payment, your order will ship within 1 business day. After it has shipped, please allow 2-3 business days for Xpresspost, 1-2 business days for Priority and 3-8 business days for Ground to receive your package.

Please allow an extra couple of business days if you live in a remote area.

Your delivery is guaranteed (except rural areas for residents of Nunavut, Northern Quebec, Northern Newfoundland, Northwest Territories or if you provide an inaccurate/incomplete address).

Payments and Fees

What methods of payment do you accept?

Payment is made using Interac E-transfer.

If you use online banking with a Canadian bank or credit union, then sending an 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 11AM PST (2PM EST), your order ships the SAME 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” + 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 Interac E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

How long do I have to make my payment?

Once an order is made it will be placed on hold until we receive payment, we will keep your order on hold for up to 48 hours. If payment is not made within 48 hours, your order will be cancelled and you will have to place a new order.

What will happen to my order if I don't submit payment?

Once you’ve placed your order, the next step in the process will be to submit an Interac E-transfer. Your order will be kept On Hold till we receive your E-transfer. If we do not receive your payment within 2 days, your order will be canceled.

What if I need longer than 48 hours?

If you need more than 48 hours, please let us know at [email protected]

I've sent my E-transfer. What next?

Once you’ve sent your Interac 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 2-3 business days once it has shipped. Expedited is more like 2-8 days.  You’ll receive your tracking info by email after it has shipped.

Why has my payment not been accepted yet?

The most common answer is that it arrived after 2PM EST which is our daily cutoff. In this case your payment will be accepted and sent the following business day.

Is tax included in your prices?

Taxes are included in the product pricing as needed.

What's the minimum amount I can order?

You can check this at checkout.  Shipping fees range depending on several variables such as your location and the speed of delivery you have selected.

Refunds and Returns

What is your refund/exchange policy?

If a product has arrived and is faulty you have 48 hours upon receiving the package to notify us. We will then send a replacement or store credit.

You may be asked for further questioning and photos which will be evaluated by our product team. Once our product team has evaluated your case, if suitable, we will either provide you with a store credit or a replacement for your product(s).

You also acknowledge that you are responsible to make sure you have received the correct order and items. If there is an error with your package, you have 48 hours upon receiving your package to notify us. Failure to do so, the customer care team may not be able to assist you with your order.

My package was returned to sender.

If you gave us an incorrect address then your package will go to someone else, and you can consider it a donation.  If the package is returned back to the return address as a result of your error, then you can consider that as a donation as well.  Its a rather expensive donation so do consider this before you order.  A simple double-check will make sure your address appears as needed on the order.  Once it ships it ships to that address.

We are not responsible for packages that do not get delivered or get returned due to being provided an incorrect shipping address. Please make sure to double-check that you have entered the correct information.

Someone at my address refused the package:

If you live with multiple people, please make sure to watch your tracking and be home when the package is being delivered.  If the package is returned back to the return address as a result of your error, then you can consider that as a donation as well, we are not responsible for someone else at your address refusing the package.

For all other cases of packages being returned to sender:

We will evaluate these case to case, this may result in you receiving a full refund or product or 50% refund or product that equals 50% or no refund.

Still need help?

Contact Us