FAQ

COVID-19 UPDATE

Latest Canada Post update on Covid-19

Canada Post has currently suspended all guaranteed delivery times during this pandemic. However, they are fully operational and packages are still being delivered without any guarantees or notice.

 

Potent Peak will be open and working to make sure your orders are being sent out on time on our end.

Canada Post Signature requirement removed

To help minimize points of close contact in our communities, Canada Post will no longer be requesting signatures for any deliveries to the door.

We typically require signatures on all packages above $300 or if theft is a problem in your area but with these new changes if you want a more secure / simple way to receive your package we highly advise you to setup a Flex Delivery address.

 

 

What is FlexDelivery

FlexDelivery is a free service offered by Canada Post to have your packages be sent to a post office of your choice.  To setup only takes a few minutes.

How to use FlexDelivery

Canada Post Flex Delivery page

  1. Sign up online for free
    Use the name and address on your government-issued photo ID to verify your identity.
  2. Choose a pickup post office
    This is the post office location where you want your item to be delivered.
  3. Use your FlexDelivery address instead of your usual mailing address
    When you shop online, use your FlexDelivery address as the shipping address at checkout. A retailer must be able to deliver to a PO box. You can then track your purchase online.
  4. Receive a delivery notice
    When your parcel arrives, we’ll let you know by email or through our app.
  5. Pick up your parcel
    Present your government-issued photo ID at the post office to pick up your purchase.

 

Rewards

How does the rewards program work?

You earn 1 point for every dollar you spend. 1000 points can be redeemed for $10 credit towards your next order.
Once your order is shipped out, all the points earned for that order will be credited to your account.

How does the referral system work?

Now you can refer your friends via Email, Facebook, Twitter, Etc.
Locate your referral coupon from your rewards tab at the bottom left of the site.
Have your friend use your referral coupon at checkout to receive their referral discount
$20 off towards your next order for every friend you refer! Your friend will need to make a purchase of $200 or more (not counting shipping fee) in order for you to get to the $20 coupon.

 

 

How do I place an order through Potent Peak

Its easy! Create a free membership and follow these steps.

  1. Browse the products you’re interested under SHOP.
  2. Click on the products desired and choose the quantity you want, then add these to the cart
  3. When you are ready to Checkout, click on the shopping bag icon (top-right of your desktop screen).
  4. Confirm your products and subtotal of your order, if you have a coupon code, please enter the code and click Apply Coupon or Discount.
  5. When you’re satisfied with your order, click “Checkout”. Note: By clicking “Checkout” you are accepting our Terms of Service.
  6. After you have checked out, you will receive an email confirmation for your order and instructions for your Email Transfer Payment.
What happens after I place an order?

After we receive your order form we will send you an email with the current e transfer address. 

Once the e-Transfer is sent, it may take up to 48 hours to complete and for us to receive it from your bank. Once the e-Transfer is received by us, we notify you by email and will send you a tracking number once the order has been packaged and you’ve received an email saying that it’s been ‘Completed’.

Why is my discount not applied to sale items?

Our sale items are already priced below industry standard, therefore further discounts are not applicable to these sales items unless specifically indicated.

 

Can I chat with a customer service representative?

We are available through live chat :

Monday through Friday from 9:30am – 5pm PST

or 24/7 email : info@potentpeak.store 

 

Where can I order to?

We only ship within Canada

 

Is there a minimum order?

Our minimum is $50.

All orders over $150 are eligible for free shipping!

Can I edit/add/cancel my order?

If you would like to add or edit your order, you’ll need to create a new order and we will cancel your original order.

Please email us at info@potentpeak.store

Include your order number and membership information. Orders can only be canceled before they are shipped or sealed. All products are non-refundable once they have been shipped.

What is your return policy?

All products are final sale, there are no returns or exchanges.

Unpaid Orders

Once you have placed your order with us, payment must also be submitted before we can fulfill.  If you missed the payment step when placing your order, there is also a link that can be found in your order confirmation email.  

Orders that are left unpaid after 48 hours will be CANCELLED, and you’ll have to submitted another order into our system.

What payment methods do you accept?

We accept e-Transfer.  Watch the video below for instructions on how to send a e transfer payment.

Is Tax included in the price?

Yes. We charge 5% GST on orders. This is included in the checkout price.

Shipping Fees

On orders below $150 we charge $20 per order.

For anything over $150 after discount, Xpress post shipping is FREE.  A tracking number will also be provided via email once its shipped.

We ship all our orders Via Canada Post Xpress post.

How long will my package take to arrive

Shipping takes 1-3 business days with XpressPost. 

The timing of your package can be affected by many factors, from delays, to route changes, etc.  The biggest factor most of all is where you are located and whether or not you are in a remote area.  

When will my order ship out

If we receive your order and payment before 7 AM PST, your order will be shipped that business day.

Orders and payments after 7 AM PST will be shipped the following business day.

Signature Required ?

A signature is required when an order is $300 or more to receive your package.  If you do not want this option, please leave a note with your order saying “No Signature Required”.

If you refuse signature required we will not be responsible for missing or confiscated packages.

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 unmarked plain boxes with no indication of what is inside.

Wheres My Tracking number

A tracking number is provided within 12 hours of sending out your package. It will be emailed to the email provided by you in your profile – make sure to check your junk mail. 

Tracking Number Not Working

Please allow up to 48 hours for Canada Post to scan the package and update the system with the tracking number.

Tracking Number Not Updating

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

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

Wheres my order ?

Canada Post says ” Successfully Delivered ” but 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 within 3 business days of the expected arrival date, let us know and we will file a trace with Canada Post.

If a trace is filed, Canada Post will start a investigation (which can take up to 5 business days to complete). If they locate the package, they will ship it to you and you will get it a few days later.

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.

My shatter turned to wax, now what?

Please be advised that due to circumstances that are out of our control, such as summer heat and humidity, there is a risk that the shatter you ordered will turn to budder by the time you receive it.

Unfortunately, shatter turning to budder is not uncommon when exposed to heat but it does not make your shatter unsafe in any way.

We do not offer any reimbursement or refunds if your shatter turns to budder.

Lost Orders / High Risk

Due to high % of theft in rural areas, especially Nunavut, Northern Ottawa, Northern Quebec.  We are not responsible for any Canada Post packages that are stolen.

Potent Peak assumes no responsibility for orders lost due to:

  • incorrect address given by the customer
  • damage to order by postal service
  • mistakes made by the postal offices
  • stolen packages after delivery

 

Are your pictures real?

Yes, all of our images are taken by our own photographers (unless provided by our vendor) and of our very own products .

My vape pen is dead, defective, or the battery doesnt light up

We offer a 30-Day limited warranty from the date of delivery on batteries and chargers.  If you find that your pen is defective on arrival, not charging, or not heating properly, please contact customer support at info@potentpeak.store as soon as possible.

Please have a video showing the issue ready to speed up the process.

Still have a question?

Please contact us for more information.

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