Policies: Shipping And Customer Service
Ordering and Payment
Products purchased by credit card are shipped as soon as possible following receipt of the order.Normal shipping from our warehouse occurs between 2 to 7 business days.
If you wish to arrange payment by money order, please telephone us or email the order in plain text, and your order will be held for you until payment is received. Products purchased by money order are shipped on the second day following receipt of the money order. Money orders should be made payable to PBW Resources, and mailed to the address shown on the web site.
Returns and Refunds
Due to the nature of our products all sales are final, with the exception of products damaged in transit. Upon return of the damaged product, we will replace it at no extra cost.
Occasionally, we experience stock shortages of specific items. In most cases, the product is currently on back-order with the distributors, and is usually out of stock for an average period of 2-3 weeks. When this happens, we check with the customer to determine if a substitute product will meet their requirements. Any substitute item will be accompanied by “extra products” usually condoms or lubricants . Substitute items usually fall within the areas of flavours or volume sizes. Your shopping cart will normally post the item as “Back-Ordered” or “Out of Stock”. You can still place an order for back-ordered items, but not for out-of-stock items.
See the note below (Ref Tracking) if you are using G-mail or Hotmail accounts.
Retail Orders: In accordance with Health Canada and standard health & safety policies, we ship your condoms in the secure retail packaging as seen on this site. Singles and strips are only shipped where the product is noted as being a single item.
Customers now have a number of options for Shipping, all of which are user-selectable on the shopping basket. They are:
- Expedited Post within Canada: 5 to 10 business days (depending upon destination). A tracking number is emailed to the customer for reference via the Canada Post website.
- Tracked Package-Air to the U.S: up to 10 days. Tracking numbers from Canada Post are e-mailed to the customer for easy reference.
- Xpresspost: 2 to 7 business days within Canada (depending upon destination). A tracking number is emailed to the customer for reference via the Canada Post website.
- Air Small Parcel–Australia. Non-trackable. Expect 2-3 weeks delivery. We plan to add “Trackable Package” for Australian customers ; Make it worth your while for the extra costs: Order multiple items to cover your activities for 6 months or more.
NOTE: Holiday Season 2020.
Expect some delays during the holiday season. For those customers that require their products prior to December 24, please ensure that you place your orders by December 5 at the latest. The onset of COVID means that more people are shopping from home, and Canada Post will be experiencing delays due to the volume of parcel mail.
If you placed an order through a free e-mail provider such as “Hotmail” or “GMail”, please check your Junk or Spam files for messages (such as tracking information) from us. Very often, the dreaded word”Condom” gets automatically side-lined in customers’ accounts. The same is also true of accounts used by non profit agencies.
Shipping/Mailing Products In Time of COVID19
Canada Post has recently indicated that parcels/mailings may take longer than usual due to COVID 19 safety/handling policies. We are also advised that Canada Post is handling greater volumes than pre-COVID19 days. Accordingly, customer should allow for the extra days it takes to receive their parcels. The best rule-of-thumb here is to add an additional 5 business days to the posted travel times above.
Here is a link to our own COVID 19 Statement, specific to safe shipping and handling from our offices to our customers. <https://condomscanada.com/covid19-statement-shipping-and-handling-staffing/>
Note: Customers Within British Columbia
For most areas in B.C.,both Expedited Post and Xpresspost take the same amount of time for delivery (except for Northern Locations). We recommend use of the lesser mailing rate for Expedited Post for B.C. orders.
Expedited Post & Xpresspost are available within Canada & the U.S. only.
At Condoms Canada we are firmly committed to the privacy and security of all information submitted to us. Information received from our customers is never shared with, distributed, bartered or sold to third parties, and credit card numbers are not kept on file. For your security, all online transactions are processed via secure servers using Secure Socket Layers 128-bit encryption.