FAQs - Frequently Asked Questions
Here are some of the frequently asked questions that we're asked, with answers in one place to make your experience browsing our website a bit easier. If there's something we've missed, just contact us and we'll send you an answer (or add it to this page).
How do I know that the page is secure?
There are two ways to know that the page is secure:
- The first is the GeoTrust icon that you will see on the right hand side of each secure page.
- The second is the address of secure pages will begin with https://, whereas a standard page will being with http://.
How long does it take for an item to ship?
We ship all our orders via Canada Post Express Post service. Upon order completion, you'll receive an e-mail from Canada Post with the tracking number for your parcel, if tracking is available. (Tracking is not available on international orders, and is limited with orders going to the U.S.)
Please allow:
- 10 business days for delivery in Canada
- 20 business days for delivery to the U.S.
- up to 30 business days for delivery to the rest of the world
For more information on shipping, click here.
When will the order ship out?
Orders are only sent out on business days. Please note that staff are not always available to process orders on Mondays.
Orders that are submitted before noon on business days will be sent out same-day. Orders submitted after noon will be processed and sent out on the next business day.
What Payment types do you accept for Online Orders?
We use Paypal as our payment gateway processor because they provide a functional and secure system that we can link with our site. The benefit to Paypal for you is that you can pay with more than just the common credit cards (Visa, Mastercard, American Express). If you only have a bank account, you can also transfer funds directly from your bank account into Paypal so you can make orders even without a credit card. Learn more about Paypal...
Can you let me know when a specific item is available online?
The easiest way to keep up with new items and to be aware of our online selection is to subscribe to our Newsletter, to follow us on twitter, or to become a fan of us on Facebook. Check these for frequent updates on new items, sale items, and all up-to-date information.
What happens if I order something that isn't available?
We make every effort to ensure that our product selection represented online is accurate. However, If you place an online order for an item in a size or colour that is currently out of stock, you will be contacted by e-mail as promptly as possibly with other options (colours or styles) to choose from. If you do not wish to order one of our suggestions, you will be refunded the difference for that item before it is shipped.
I saw a specific item in-store, why can't I find it online?
Some items that are available in-store will not be available through our website. If you are not near a retail location and have a specific item in mind, please feel free to fill out our Contact Form. When filling out this form, please make sure to select a relative category in order for us to ensure that the correct staff member will reply to your inquiry. Also, when applicable, please provide us with as much information on the product as possible--i.e. brand, size, colour, etc.
Are prices online different than in-store?
Although for the most part our prices online and in-store are uniform, due to promotions, there will be occasions when prices will vary. In these instances, prices in-store will not be honoured online, and vice versa. All prices are subject to change without notice.
What is Hemp & Company's return policy?
If an item you've purchased does not meet your expectations, please feel free to bring it back to us for a store credit or exchange. For all returns, we ask that the item be returned in "like-new condition". This means unworn, unwashed, with the original tags still attached.
Garments purchased at one of our retail locations may be returned within 3 weeks for an exchange or in-store credit.
Garments purchased through our website may be returned within 60 days from purchase date.
What is not returnable/refundable?
- All bodycare products
- All intimate clothing items
- All food items
- All sale items
For more information on our return policy for online or in-store purchases, click here.
Where are Hemp & Company retail stores?
To find a store location near you, click here.
There isn't a store in my area, can I open a Hemp & Company store here?
For franchise information, click here.
Is Hemp & Company's clothing fair trade? Where is the clothing made and where are the raw materials from?
Our own Hemp & Company brand t-shirts are manufactured in Vancouver, BC, and the raw textiles come from a company China.
Currently, almost all hemp textiles are coming from China. Although Canadians can legally grow hemp (it has been legal since 1998), the crops grown in Canada are used almost entirely for seed and oil production. Because no facilities currently exist in North America that can process the raw fibre into textile, and it's not feasible to ship raw fibre elsewhere for product (because the organic material starts to break down over extended travel).
In regards to being fair trade, the factories that we work with are very modern and support and practice fair employment standards. You can read more about our factory choices here.
What is the different between Hemp & Company and Sh:ft?
Hemp & Company and Sh:ft Natural Fashions come from the same roots and have many of the same brands. However, Hemp & Company carries more basic, everyday wear, whereas Sh:ft has funkier fashions for customers who are interested in a wider variety of styles.
For more information on Hemp & Company, visit our About Us page. For more information on Sh:ft Natural Fashions, visit our Retail Store page.
