Contact

Please direct all inquiries to support@missenvy.ca

Note responses can take between 1-2 business days.

In the meantime please read through our FAQ to see if we may have the information you’re looking for.

As of May 2020 we will be using automatic deposit for all e-transfers. Please include your order number in the notes.

Orders

How do I complete an etransfer?

Please watch the following video with instructions on how to send an etransfer. https://www.youtube.com/embed/7xEIgj5_dTc

When will my order be processed?

After payment has been received expect 1-2 business days processing time, this is in addition to shipping times.

What if I placed my order on Friday?

Our team processes orders Monday through Friday from 9am – 1pm PST. Our facilities are closed over the weekend and orders placed on Friday will be processed and shipped the following Monday.

How do I pay for my order?

We accept Interac E-transfers you can learn more about them here.

I’m trying to send an e-transfer and my bank is asking me to set a security question and answer, what do I write?

Some banks require a security question to be created in order to make a “recipient profile”. Simply set a question and answer that you’d know, as this will be overridden when you complete your e-transfer. Please ensure that you receive a notice saying that the recipient will be receiving the e-transfer automatically before completing the e-transfer. For more information on this please see the headings “Is my bank even set up for automatic E-transfer Deposit?” and “How do I know if the E-transfer is being sent through Automatic Deposit?”

My Order is showing as “Oh Hold” what does that mean?

This means that you chose to pay by e-transfer, and your order is waiting for our team to match up your transfer with an order. Our usual order processing time is 1-3 business days, If we are working at high volumes (eg. during or right after a sale) this can take a few extra days.

Our third party processor changes our transfer email address every few months as a security feature, so please ensure that the email address you used for your e-transfer was the current one, given at checkout (payment5477@gmail.com), and that you’ve sent the payment through automatic e-transfer deposit. Please see the Header “Automatic E-transfer Info” in our FAQ for more information on automatic email transfer

My order is showing as “ready for packing” what does that mean?

Great! Your order has been placed on the fulfillment list. If your order was just changed to “Ready for packing, your order should be going out in the next couple of days. If your order has been “Ready for Packing” for more than 3-5 business days, and was not placed during a sale, your order may have an item that is currently on backorder. We make all of our products in small batches, and complications with COVID-19 have led to challenges with product sourcing & postage delays. We will be getting your order out as soon as possible. Please check in with us if this is the case.

What is your return policy?

Sorry, we don’t offer refunds or returns on our products. If you have a defective product please send us a picture of the defect within 30 days of purchase and we may replace it on a case by case basis.

What are the order verification codes?

Our payment system has a security feature in which two microtransactions (charges between $0.01-$0.99) are placed on the payment card. These microtransactions are a security feature used to verify that you have access to the bank account that your card is charging. To find these transactions, you do need to sign in to your online banking system to look for two of these transactions of less than $1.  The transactions will not show as “Miss Envy” but our payment processing company’s name.

When you originally checked out you would have been given a payment verification screen that gives you the information on how to proceed with verification of your order through these micro transactions. Though many customers do miss this page as it does appear very similar to an “Order complete” type of page. (If you miss this screen on a future order, or you do not receive the microtransactions on your credit card until later that day, you can always go back to the verification screen through your dashboard)

This order verification process does have a time limit of 3 days from ordering, then the order status changes to ‘cancelled’ or ‘failed’. These microtransactions are refunded onto your card in 10 business days whether the order is verified or not.

What can you do to re-start the verification process?

You can sign in to your account, or, while signed in you can go to the button at the top right of your screen that says ‘My Account’. You’ll be brought to your account dashboard.

From your dashboard press the “Orders” button on the left hand side of the screen. This will take you to your order history, where you’ll see your orders as well as an “Actions” section**. You can go to your most recent order and press the “Verify Order” button to go back to this verification screen and restart verification if your order is “Cancelled” or to simply verify it if your order is in the “Pending Payment” status and you have the transactions (codes) ready to go. If your order shows as “Failed” there will also be a button saying “Pay” in which you can go through the payment process for that specific order again. If it shows as cancelled, it is best to re-try verification.

** If you do not see an actions section, and you’re on a mobile device, please sign in through a different device. A few of our customers have let us know that the actions section is not formatting on specific mobile devices, we are currently working on fixing this.
If verification doesn’t work, or for some reason you do not receive any micro transactions (charges to your card of less than $1.00) to your card, we do also accept payment through automatic e-transfer deposit. Our current email address is payment5477@gmail.com.

Is my bank even set up for automatic E-transfer Deposit?

Check the list here to see if your bank allows automatic e-transfer, so far the only bank we know that does not allow automatic e-transfers is Desjardins. Our third party processor changes our transfer email address every few months as a security feature, so please ensure that the email address you use for your e-transfer is the current one, given at checkout (payment5477@gmail.com), and that you’ve sent the payment through automatic e-transfer deposit.

How do I know if the E-transfer is being sent through Automatic Deposit?

Your bank should give you a notification letting you know that the recipient is signed up for automatic e-transfer just before you complete the e-transfer.

Please make sure to include your invoice number on the “payment notes” when you send your e-transfer as this will make it much easier to know what order you’re paying for. If you forget to do so, simply email us with your invoice number and the name that will show as the e-transfer payee. If your payment has gone through we will start processing (packing & shipping) your order as soon as we can. We have a general processing time of 1-3 business days. Please remember that we are closed on weekends and tend to have longer processing times after sales. Please note also, that we do not offer refunds, so do ensure that you are sending payment only once for your order. All sales and payments are final.

I bank with Desjardins, and Credit card payment isn’t working for me

Please contact us at support@missenvy.ca and let us know.

Where can I find my order Tracking Information?/ Has my order shipped?

Our system requires us to add tracking information to orders manually, so in times of high order volumes it may take an extra couple of days to add this information. 

  • The fastest way to check for your tracking is to see if you’ve received an email from Canada Post. These emails are sent to the email address on file on the order you’ve placed, and are sometimes found in customer spam folders due to filter issues. 
  • If it’s been a few days, OR You’ve received an email saying that your order status is “Complete”. Please log in to your account (the log in page for our Miss Envy retail site is linked here). Once you’ve logged in, you’ll be on your account dashboard, press “Orders” to the left of your screen. That will take you to your “Order History”. If your order shows as “Complete” you can press the invoice number to see your order details, which should include your tracking information at the bottom of the page. 

Troubleshooting - Please check the status of your order:

You can do so by logging in to your account, the log in page for our Miss Envy retail site is linked here. You’ll need to log in through Canna9 Wellness or Cannasutra if you ordered from one of our sister sites. Once you log in you’ll be taken to your account dashboard, please press “Orders” on the left of this dashboard. This will take you to your Order History, where you can check the current status of your most recent orders.Beside the order you should see an “Actions” section with different action buttons. If this “Actions” section does not show on your mobile device, please turn your device to Landscape Mode/Horizontal view or try with a different device. Please check the headers below for information on what each status means. If you’re already logged in and want to return to your dashboard you can press “My Account” in the top right of your screen,

My Order status is "Pending Payment"?

This usually means that your payment is awaiting the completion of verification steps. 

  • The first verification comes from your bank, if your order goes immediately from “Payment Pending” to “Failed” this means that it did not pass the first verification steps. These steps are security steps your bank completes using the information they have on file and whatever information they receive from us, such as the billing address, name, email, phone number, etc. please check the “Failed” status information below if this is the case. 
  • If your order passes the first verification step, it will continue with the  “Payment Pending” status for more than 5 minutes after your order is placed if it still needs to be verified by you. The verification process our third party processor has in place is a high security verification process. It is intended to ensure that the person who is placing the order has access to the credit cards account to prevent credit card fraud. They do this by placing two small transactions on your card, these transactions are your “Verification codes”.
  • Here’s how you verify your order:
  1. Log in to whatever on-line system you use to view your credit card transactions/statement (eg. TD Easyweb). 
  2. You should see two transactions of less than $1.00 charged to your account. They will not say “Miss Envy Botanicals” as they’d show as our third party payment processors name. These transactions may take a bit longer to show up on your account depending on what bank you use, as some banks prioritize larger transactions. Because of this our verification process is valid for up to three days so you can come back to it. All verification charges will be refunded, though depending on your bank it may take 5-10 business days after the 3 day processing window times out.
  3. Once you find the two transactions, sign in to your Miss Envy account. (the log in page for our Miss Envy retail site is linked here, you’ll need to log in through Canna9 Wellness or Cannasutra if you ordered from one of our sister sites).
  4. Once you log in you’ll be on your account dashboard, press “Orders” at the left of your dashboard to get to your order history.
  5. Once you’re in your order history you’ll see your “Pending Payment” order. 
  6. Press the “Verify Order” button under “Actions”.
  7. Input the two transactions, one in each verification box, in decimal form, without the $ sign (eg. 0.23 not $0.23)
  8. Press “Verify”
  9. Go back to your Order History to double check that your status has changes to “Processing” – You can press the “My Account” button in the top left of your screen to return to your dashboard.
  10. If your verification codes do not process, there may be another challenge, such as only one code being input, an outdated code being used if you’re re-trying verification on a timed out (Cancelled) order.

My Order shows as "Failed"?

If your order shows as ‘Failed’ your credit card payment did not go through. This means that we sent a verification code/security check to your bank and it was sent back to our processor as “Failed”. If your order is “Failed” You would not have received microtransactions, so your order cannot be verified. Instead we recommend either:

  1. trying again, ensuring that your billing information matches that which is on file for the credit card you’re using (address, phone #, email etc). You should see a button that says “Pay” in the “Actions” section on your Order History if your order has failed. If this “Actions” section does not show on your mobile device, please turn your device to Landscape Mode/Horizontal view or try with a different device.This will take you back to check-out for that same order, where you can try payment with your credit card again after updating your billing information, turning off a VPN that might be flagging your transaction with the bank, or paying with a different card.
  2. Paying through a different method, such as:
  •  Automatic E-transfer Deposit. – Please see the header “Automatic E-transfer Info” (near the top of this email) for more information/troubleshooting.
  • Cheque – Please ask us for our Cheque payment information. 

My Order has been "Cancelled"?

Your order has likely been changed to “Cancelled” status due to the verification process timing out. Unless we let you know ahead of time that there is reason for cancelling your order (eg. it hasn’t been paid in over 1 week), or you let us know you’d like your order to be cancelled, your order has most likely automatically changed to “Cancelled” due to the verification codes timing out. These codes are valid for 3 business days. Not to worry though, the verification process can easily be re-started so that you can still place your order. Simply press the “Verify Order” button on the Actions section in your Order history and follow the steps above, under the heading “My Order status is Pending Payment” OR change your payment method to automatic deposit E-transfer (more information on that at the top of the email under “Automatic E-transfer Info”

My Order shows as "Processing"?

Wonderful! That means your Credit Card payment has been accepted, your order is just waiting for our payments admin to add your order to the day’s fulfillment list. We are closed on weekends, and generally process payments from 7am-11am, so if you’ve placed an order on Friday afternoon it will likely be placed on the fulfillment list between Monday-Wednesday depending on the order volume. We generally keep order processing times to 1-3 business days, though sales can increase this processing time.

Products

Are your products lab tested?

Yes they are, our active ingredients are all accurate and lab tested.

Do your products contain THC?

Not all of them. Our products all clearly state if they contain THC or not.

Shipping

How is my package being delivered?

We send all our packages out by expedited parcel via Canada Post with tracking and signature required.

How long will it take to get here?

Between 3 or 4 business days and you can see your tracking number in your account dashboard.

What if I want it delivered sooner?

You can select the Xpresspost in the shipping window at the checkout.

I think my package is lost in transit?

Delays in transit are usually an internal issue within the local post office– this could be due to a number of factors including, not enough equipment to transport mail, road closures, understaffed facilities, and mistakes while sorting mail. Most of the time, these sort themselves out, only rarely do domestic packages get lost in transit. Please be patient if delivery is taking longer than expected. If it’s been over 21 business days of inactivity, please contact us and we’ll see how best to proceed.

Where can I find my order Tracking Information?/ Has my order shipped?

Our system requires us to add tracking information to orders manually, so in times of high order volumes it may take an extra couple of days to add this information. 

  • The fastest way to check for your tracking is to see if you’ve received an email from Canada Post. These emails are sent to the email address on file on the order you’ve placed, and are sometimes found in customer spam folders due to filter issues. 
  • If it’s been a few days, OR You’ve received an email saying that your order status is “Complete”. Please log in to your account (the log in page for our Miss Envy retail site is linked here). Once you’ve logged in, you’ll be on your account dashboard, press “Orders” to the left of your screen. That will take you to your “Order History”. If your order shows as “Complete” you can press the invoice number to see your order details, which should include your tracking information at the bottom of the page. 

Accounts

What If I need a wholesale account?