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 or personal cheque, you may do so. 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 (and below). If you pay by personal cheque, your order will be held for 7 business days until your cheque clears your bank.
Money Orders/cheques should be sent to the following address:
P.O. Box 33037
RPO Colwood Corners, Victoria, B.C. V9B 6K3
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: 4 to 8 business days within Canada (depending upon destination). A tracking number is emailed to the customer for reference via the Canada Post website. Xpresspost is the most expensive option, especially with the new fuel surcharges. For example, an average parcel from Victoria to Toronto can have up to $9.00 in fuel surcharge alone. Plan ahead.If you don’t really need XPRESS service, then we recommend regular Expedited Post.
- Air Small Parcel-Other Countries. Non-trackable. Expect 2-3 weeks delivery.
Canada Post Recent Notices:
Canada Post advises that postal rates will increase (for business mailings), most recently in October,2022. This is our advisory to customers (within Canada) that you can expect our Postage/Handling rates to increase by 2% at that time.
Expect Delays: Canada Post has noted this on their site. Delays could be as a result of a number of factors: sick leave and staff shortages at Canada Post due to the Covid19 pandemic. This could also include other delivery and logistic services ; weather conditions, especially in the winter months and environmental issues.
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.
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.
Shop From Home: Your products will show up at your doorstep/mailbox. No line-up at your pharmacy. Easy ordering from your desk or mobile. Best of all: we now stock many different kinds of lubricants, massage oils and toys (many of which are gender neutral) and to be enjoyed by ALL bodies. Our site stocks supplies so that you can receive all your safety/fun requirements in one package!