FREQUENTLY ASKED QUESTIONS
SECTION 1: Signing Up
HOW DO I SIGN UP?
Right here, friend! Setting up an account at westculture is easy – just create your profile and upload a clear image of government issued photo ID to have your account verified (must be 19+ to join). Accounts are typically verified within 1 hour, during our business hours (7 AM to 10 PM PST). Having trouble? Start a chat or email us as [email protected] for troubleshooting assistance.
WHAT KIND OF ID DO I NEED AND WHY?
We require ID to verify your age. Accepted forms of government issued photo identification can be your passport, citizenship card, driver’s license, or Provincial Photo Identification Card (examples include: BCID, SGI, Manitoba Identification Card, Ontario Photo Card).
HOW SOON CAN I PLACE MY FIRST ORDER?
As soon as you sign up, you are instantly able to place your first order. Before processing any payment, we will verify the photo ID you have uploaded to make sure you are 19+. If there are any issues with your ID uploaded, we will contact you by email to iron things out before processing your order.
IS MY PERSONAL INFORMATION SECURE?
SECTION 2: Ordering
DO YOU HAVE SPECIAL PRICING AVAILABLE?
We have lots of great ways you can save when shopping at westculture. All new accounts start off with 15% OFF their first order. If you refer a friend or family member to us, get a coupon for $20 OFF your next order. We also offer bulk pricing on orders over $400+. Just add the coupon code BULK400 on checkout once over $400 is added to your cart.
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: What is our Country?
4) Security Answer: Canada
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].