FREQUENTLY ASKED QUESTIONS

EMAILS

I PLACED AN ORDER, BUT I HAVEN’T RECEIVED AN ORDER CONFIRMATION EMAIL / SHIPPING CONFIRMATION EMAIL

You should automatically get an order confirmation email after you place your order, and a shipment confirmation email once we fulfill your order. Sometimes our emails get filtered into Junk/spam inboxes, so make sure to check there too! If you still can’t find the email, you can email shipping@naturebeewraps.ca and ask for us to resend it. 

I AM SUBSCRIBED TO YOUR MAILING LIST, WHY AM I NOT SEEING YOUR EMAILS?

It’s possible that our emails are getting filtered into your Promotions or Junk inbox, so double check those! If you still can’t see them there, shoot us an email at community@naturebeewraps.caand we will make sure you are subscribed. 

PLACING AN ORDER

HOW DO I APPLY A DISCOUNT CODE TO MY ORDER?

When you get to the checkout, there will be a field to type the discount code into. You must enter the discount code prior to your order being completed, so please make sure that you can see the discount applied to your total before you finish checking out. Unfortunately we are not able to retroactively apply a discount after your order has been processed. Don’t hesitate to send us an email if you are still confused when you get to the checkout! Please note that only one discount code per order may be used, and are applied to the order total prior to shipping and tax. 

WHY IS MY DISCOUNT CODE NOT WORKING?

First double check you are entering the discount code into the correct field. If you are still having trouble, it is possible the discount code you are using may be expired, or does not apply to certain items in your order. Please do not submit your order until you can see the discount code has been applied and is reflected in your order total, as we cannot apply discounts retroactively. You can always reach out to shipping@naturebeewraps.ca if you are having problems with your discount code. Please note that only one discount code per order may be used, and are applied to the order total prior to shipping and tax. 

I’VE JUST PLACED MY ORDER, BUT I NEED TO MAKE A CHANGE TO THE ORDER/THE SHIPPING ADDRESS

The quicker you let us know about any order changes or address corrections, the better! Send an email ASAP to shipping@naturebeewraps.ca, and we will do our best to intercept your order before it ships. If your order has already been shipped, we cannot change the address. In this case, the order will most likely be returned to us, and we will contact you. In the unlikely event that the order is delivered to the wrong address, we are unfortunately not able to reship or refund your order. 

SHIPPING

CAN I PICK UP MY ORDER IF I LIVE LOCALLY?

Yep! For those living close to our facility in Saanichton (6782 Veyaness Road, Unit 20), pickup from The Nature Bee Hive is a free option. Just choose “Local Pickup” at the checkout when making your shipping selection. You’ll receive an email letting you know when your order is ready to be picked up.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE? 

Your order’s estimated shipping time depends on what shipping option you selected at checkout. Please note that delivery times are not guaranteed as Canada Post can be delayed at times and unfortunately this is out of our control. Here’s a quick guide:

HOLIDAY SHIPPING GUIDES 

 

REGULAR SHIPPING GUIDELINES 

*the estimated shipping window does not include the time it takes for your order to be processed. See the following question for more information about the order processing timeframe. 

HOW LONG WILL IT TAKE FOR MY ORDER TO BE PROCESSED?

Most orders are processed same day, but it can take up to 4 days, depending on when the order was placed. Generally orders placed Monday through Thursday (before 2:30pm) are fulfilled the same or next day, and orders placed Friday through Sunday will not be fulfilled until the following Monday or Tuesday. Once we have processed your order, you’ll get an email letting you know it has been shipped from our facility. 

I LIVE IN THE UNITED STATES, WILL I HAVE TO PAY DUTIES ON MY ORDER?

According to United States Customs and Border Protection, shipments valued at $800 or less are usually duty-free, so It is unlikely you will be required to pay duties. Please note that we cannot make any guarantees regarding applicable duties at this time, and Nature Bee is not responsible for any duties on packages sent outside of Canada.

WHERE DO YOU SHIP TO?

Currently, we only ship throughout Canada and the United States (not including Puerto Rico and other U.S. territories), but we’d love to hear about it if you want us to ship to you somewhere else in the future - email us at shipping@naturebeewraps.ca to let us know! 

HOW MUCH DOES SHIPPING COST?

We are pleased to offer free shipping on orders over $75! For orders under $75, the shipping cost will vary depending on what you order, what shipping option you choose, and how far your order has to go. All shipping fees will be displayed at checkout. Customers are responsible for shipping fees with the exception of orders qualifying for free shipping. 

Please make sure to double check your shipping address prior to completing your order! If you enter an incorrect address, you will be responsible for any costs associated with replacing or reshipping your order in the event that it does not arrive. We always suggest choosing a tracked shipping option to ensure we can locate and follow the journey of your product - If you decide to choose shipping without tracking, we will not be able to issue a refund or send a replacement if your order gets lost in the mail system.

DO YOU USE SUSTAINABLE SHIPPING MATERIALS AND PRACTICES? 

Yes, this is always our goal. Waste created during the shipping process is recycled as much as possible, including labels and sticker backs. We ship all orders in FSC Certified paper envelopes and boxes, in-tact boxes are reused, and we do not use any plastic packaging. Even our tape is recyclable! We are always happy to answer any more sustainability questions or concerns. Please feel free to reach out over email to shipping@naturebeewraps.ca. 

WHAT IS YOUR RETURN/REFUND POLICY? 

We do not offer returns or refunds for damaged products at this time. This includes products that have melted. 

We cannot issue refunds for untracked orders that get lost in the mail system, and any costs associated with replacing a lost untracked order are the responsibility of the customer. We always suggest choosing tracked shipping to ensure we can locate and follow the journey of your product.

ORDER STATUS

HOW CAN I TRACK THE STATUS OF MY ORDER?

All of our shipping options, excluding Canadian Standard Shipping, include tracking so you can monitor the status of your order. A link to view your tracked order will be included in your shipping confirmation email. Please email shipping@naturbeeewraps.ca if you need help. 

WHY CAN’T I TRACK MY ORDER?

If you selected Canadian Standard Shipping: 

This is the only shipping option we offer that does not include tracking - there is no tracking number associated with these packages, so they cannot be tracked at all. Please note, we cannot add tracking to Standard Shipping packages retroactively, and we cannot provide a refund in the unlikely event that an untracked order does not arrive, as we are unable to confirm this without tracking.

If you selected any other shipping option:

You should be able to track your order. If you have a tracking number that doesn’t work, or if you never got a tracking number, please email us at shipping@naturebeewraps.ca. 

HOW CAN I TELL IF MY ORDER HAS BEEN SHIPPED?

We will let you know! You should receive a shipping confirmation email once we have fulfilled and shipped your order. If you haven’t, double check your Junk or Promotions inboxes - our emails often get filtered into them. If you still have not received your shipping confirmation email 5 days after you placed an order, please send us an email at shipping@naturebeewraps.ca. 

WHY HAVEN’T I RECEIVED MY ORDER YET?

Typically, an order should take no longer than 15 business days to arrive. If it has been 15 business days since you received your shipping confirmation email and your order has still not arrived, our suggestion is to wait a few more days to see if your order is delayed. Please note that shipping delays may occur due to Covid-19. If you still haven’t received your order after 22 business days, or for any other shipping inquiries, please contact our Shipping and Production Coordinator, at shipping@naturebeewraps.ca. 

 

Please note that if you do not select tracked shipping, we will be unable to confirm whether or not you received your order, and therefore cannot issue a re-shipment or refund in the unlikely event that your order does not arrive.