FREQUENTLY ASKED QUESTIONS

SECTION 1: Personal Information

IS MY PERSONAL INFORMATION SECURE?

Westculture is committed to the privacy and security of your personal information. We have worked extensively on ensuring our site keeps anything you’ve uploaded to our site secure and encrypted. We know you take your online privacy seriously, and so we’ve made it one of our top priorities. If you would like to learn more, you can read more about our Privacy Policy.

SECTION 2: Ordering

DO YOU HAVE SPECIAL PRICING AVAILABLE?

Special pricing is available for all. Our prices are automatically discounted 10% off all orders, every day! You can also receive an additional 10% on any orders with a subtotal of $400+.

CAN I EDIT OR CANCEL AN ORDER?

As long as payment hasn’t been processed, you can still make changes to your order. Just mosey on over to “My Orders” in your account. Please note, if payment has been processed, but the order hasn’t yet been shipped, we can only provide store credit for refunds.

SECTION 3: Payment – Step by step guide on sending us an INTERAC E-Transfer

Step 1: Checkout and receive your order number

Once you’ve completed your order, you’ll receive an email confirmation that your order has been received along with steps on how to send your e-transfer. At this point your order will be marked as ‘Pending Payment’.

Step 2: Send your INTERAC E-Transfer

This is pretty straightforward! Login to your online banking and then just input the following details when sending an E-Transfer:

1) Recipient Name (will be provided)

2) Recipient Email (will be provided)

3) Security Question: Set the security question to your [six-digit] order number. (i.e 000123)

4) Security Answer: Set the security answer to wc1234

Orders are held as ‘Pending Payment’ for up to 48 hours. We want to make sure you’re receiving your products as fresh as possible. Any orders that haven’t been paid for within the 48 hour window are cancelled.

Step 3: Receive confirmation of payment

Depending on your financial institution, most e-Transfer payments are received within 2 hours after being sent. Once payment is received, you’ll receive an e-mail notification that we’ve started processing your order. You can always check the status of your order under ‘My Orders’ in your account as well.

SECTION 4: Shipping

WHERE DO YOU SHIP TO?

We ship to all customers currently residing in Canada. This includes every province and territory.

HOW MUCH IS SHIPPING?

We offer flat rate shipping of $15 for shipping to all provinces and territories, and free shipping for all orders over $150 pre-tax. All orders are shipped via Canada Post Xpresspost.

WHEN WILL MY ORDER ARRIVE?

Estimated Delivery Times

  • Lower Mainland (BC) – 1 business day
  • All other provinces and territories approximately 2-3 business days

*Please note that these ranges are estimates and that westculture. is not responsible for any Canada Post delays.*

MY PACKAGE WASN’T WHAT I ORDERED

We’re truly sorry for the mix-up! We package all our products with care by hand, but that doesn’t mean you shouldn’t be getting what you ordered. Please contact us at [email protected] and we’ll get started immediately on setting this right!

MY ORDER WAS LOST – WHAT DO I DO?

Yikes, that’s definitely not how things should go. If your package hasn’t arrived, we do request that you monitor the Canada Post Shipping Tracker for any notices of delay. You will need to contact and open a ticket with Canada Post directly if your tracker says ‘Delivered’. That said, Canada Post is made up of real people and they make mistakes too. In the event that your package has indeed gone missing, please contact us immediately by email for us to address the issue: [email protected].