Frequently Asked Questions

This Agreement was last modified on 2019.

Pay by Credit Card

If you want to purchase by credit card please select the cash on delivery option (COD) to create an invoice.

You can purchase a gift card to send to our email through this link:

https://www.amazon.ca/dp/B01FRG9CKA

1) Enter the amount due from the invoice.

2) Choose delivery by email. Enter [email protected] as recipient

3) Enter your name in the from box

4) In the message box enter your order number

How Long Will it Take To Get My Package?

It usually takes 2 to 3 business days to receive your order.

What Shipping Methods Are Available?

Xpress Post 2 to 3 Business Days.

How Do I Track My Order?

We will provide you with tracking information once your order has been shipped.

How Do I Place an Order?

It’s easy to order from us:

  • Go to the shop and find the products that you want
  • Click on the products desired and choose the quantity you want, then add these to the cart
  • Once you add a product to our cart, you’ll be directed back to https://tripleloud.ca/cart. Click on “continue shopping” to add more products to your cart.
  • Once all products are in your shopping cart that you want, you’re ready for the Checkout process so click on “Proceed to Checkout.” This takes you to the checkout page located at: https://tripleloud.ca/checkout/
  • Once at the checkout page you’ll need to login with a password and your email. If you haven’t purchased from us before you need a password, your email and need to fill out the required fields. Once you register you’ll get an email confirmation from us.
  • When logged in, you can confirm the shipping information including the address, name, email, order notes, and contact number.
  • Once all the required fields have been filled out you can click on “Place Order.”
  • At the Checkout Confirmation page, you’ll see instructions along with your order number. This will show you how to send an Interact E-transfer. Your order will only ship once the E-transfer has been received by us.
  • Once we have the E-Transfer the order will go through processing and it will be shipped within 1 business day. Once the order is shipped, you’ll receive an Xpresspost tracking number from us.
  • We only ship out packages with “signature required” upon request. Please request a “signature required” if there is a possibility of theft.

Do I Need an Account to Place an Order?

An account is not required to place an order. Customers that create account will be enrolled in our rewards program.

Shipping Fees/ How Long Does It Take?

Shipping Fees/ How Long Does It Take?

All orders are shipped via Canada Post (Express Post). Shipping times are approximately 1-5 business days depending on your location, holidays, weather and order traffic. We do not ship any orders on weekends or holidays. Tracking numbers are emailed to the account holder by end of day PST, and can take up to a day to update its progress. Your tracking may show that your order is going to another city during transit, this just means that the driver had to stop at the depot to have the order scanned. 

Shipping is FREE on all orders over $200. Your order must have a subtotal of at least $200 after any discounts have been applied and before taxes.  Shipping fees are added if your order does not meet the requirement. Free shipping means that the system has calculated your total and it meets the minimum price bracket. 

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SHIPPING COSTS:

$20 on orders $100 – $199

FREE on orders $200 or more

Do You Ship Discreetly?

Do You Ship Discreetly?

Yes, we ship safely and discreetly.

We ship our orders in vacuum sealed scent proof bags.

If you live in the Northwest Territories or the Yukon your order will be shipped in a bubble mailer with the same scent proofing procedures taken.

You Accepted My Money, When Do I Get My Order?

If your payment is received to us before 9am PST, Monday to Friday (not including holidays), your order will ship the following business day.  Payments that are received after 9am PST Friday and over the weekend (including holidays) will ship the next business day.  Depending on site traffic your order may take longer, usually processing will only take a day. We do not offer next day delivery or same day shipping. We do not ship on Canadian Holidays. We only process E-transfers from 9am to 5pm PST during regular business days.  Please note, your order will automatically cancel after 48hrs if no payment has been received. We will not be accepting payments for orders with incorrect payee names. Reference the payment guidelines found on your invoices for E-transfer details.

For example:

  • If we receive payment at 8:00am on Monday, your order will ship on Tuesday.
  • If we receive payment at 3pm or later on Tuesday, your order will ship Thursday.
  • If we receive payment at 10am or later on Friday, your order will ship Monday morning.

All times in the above examples are PST.

Nunavut and Northern members may experience slightly longer processing times. 

Not Home For Delivery?

Depending on the size of your order, we will use either a small medium or large brown box. If the box is large or the postman does not feel that it is safe to leave the package at your door they will bring it to the nearest post office for pick-up and leave a delivery notification card at your door.

Signature Required

What is ‘Signature Required’?

Signature required is an optional service that you can add onto your order.

With signature required:

If nobody is home during delivery, the postman will leave a card and bring the item back to the nearest post office for pickup.

Without signature required:

If nobody is home during delivery, the postman may “safe-drop" the parcel; in other words, leave it at your door or on your porch. Safe dropping is not ideal and usually puts your parcel at risk. Note that even without the signature option, the postman may opt to bring it to the nearest post office.

In our experience, adding the Signature Required option to orders adds security while your parcel is in transit. Also, when delivered, the parcel will not be left unattended or stolen.

Who can sign and pickup my parcel?

At your address: Anyone living at your address can sign for the parcel. 
At the post office: Anyone with valid ID showing your address can pickup the parcel.

How do I add/remove signature required?

This option is available to you at no extra charge. Just select “Yes" in the Signature Required area during checkout. If you’ve already placed the order you can contact customer service to add it.

My Order Says Delivered/ Do You Guarantee Delivery?

All orders shipped, with the exception of Nunavut, Northwest Territories, Yukon, and some northern areas within the provinces, that are ‘Signature Required’ will arrive. Unfortunately, there is a much higher number of postal thefts and issues with orders shipping to the Northern Provinces.  Therefore we are unable to guarantee the orders will arrive to these areas, and you will be ordering at your own risk. Although we do not refund or replace orders that are not delivered to these areas, please let us know of any issues that arise so we can launch an investigation to find out what happened. 

We don’t offer refunds if the package arrives late due to postal issues or delays. All orders are defaulted to “Signature Required" unless you change it at the checkout. If you receive your package at a community mailbox, we highly recommend you send it with a signature required to prevent theft, as well as it will keep your package sitting in extreme weather conditions for long periods of time. If you do not require a signature, we will not be held responsible for any lost or damaged packages, and no refunds will be issued.

If there is an issue with your order not arriving or missing, please DO NOT contact Canada Post. By doing so you will VOID our delivery guarantee and could result in your account being terminated. 


Stuck ‘In Transit’:

If the status is stuck in transit, please contact us if you don’t get your package after two days past the expected delivery date. We can do a trace with the shipping company, which can take up to 30 days to complete. If there’s a trace done, the shipping company will do an investigation. If they are able to find the package, they ship it to you and you’ll receive it a few days later. An order will be deemed lost after 30 days, or once the investigation has been completed.

Marked as ‘Delivered’:

If you selected ‘Signature Required’ and you don’t get your package after two days past the expected delivery date, contact us so that we can begin an investigation.

We are not responsible for any lost or stolen packages if you did not select ‘Signature Required’ and your order is marked as delivered or confirmed as delivered by a postal service employee. 


Please note that it is the customer’s responsibility to provide a complete address and a valid name. We do not re-ship packages that have been returned to sender due to an incorrect shipping address or if it hasn’t been picked up from the post office within the allotted time frame.

Contact us at [email protected]  if any problems arise during your transaction with us. DO NOT contact third party customer service agents (i.e. Canada Post) to resolve your issue.

My Order is Missing Something/ I got the Wrong Item?

My Order is Missing Something/ I got the Wrong Item?

We apologize that your order isn’t correct! Please inspect the box that your order came in completely, even under the flaps at the bottom, to ensure that the missing item is not hidden inside somehow.

If you are missing something:

Please DO NOT unwrap it from the vacuum sealed pack. We need a picture of your complete and unopened order as you received it. If you have already opened the package, please provide as many detailed pictures as possible and explain which product is missing. We will perform further investigation with our inventory and loss prevention teams to confirm with camera proof that the item was not packed on our end.

Send all photos and a clear description to t[email protected] and allow 48 hours for the investigation to commence.

How Do I Change My Address?

How Do I Change My Address?

You can go to the ‘My Account’ page and in the ‘Addresses’ category you can change your shipping and billing address. There is also an option to edit your address when checking an order out.

If you would like to change the shipping address on an order that has already been made you can cancel the order and remake it after editing your address in the settings page.

(Please note any points used on the order can take up to a day to be put back on your account)