Shipping Policy

General

  • All orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email.
  • Please keep an eye out on your inbox for updates regarding pickup/shipping.

 

Local Pickup

  • Local pickup at our facility is available from Monday-Thursday, 9am – 3pm, excluding statutory holidays.
    • Address: 120-12791 Clarke Place, Richmond, BC V6V 2H9
  • Please notify us via email your preferred day to pickup if you will be picking up your order more than 2 business days after placing your order.
  • Please knock loudly or call (604) 232-0193 to notify staff that you’ve arrived to pickup your order.

 

Local Delivery

  • Flat rate delivery for $6.50 is available to locations within a 60km radius of our production facility.
  • Deliveries typically go out on Thursdays, but please keep an eye out on your inbox for our delivery notice – we try to dispatch orders as soon as possible, so the date of delivery may vary from order to order unless otherwise specified by the customer.
    • If there are specific dates that DO NOT work for delivery, please let us know when you checkout and we will do our best to accommodate your schedule.
  • Local Delivery will be available for selection based on the delivery address entered at checkout. If you do not see an option for Local Delivery at the shipping screen, this means that you live beyond our 60km delivery radius.

 

Trouble Shooting

  • If you qualify for Local Delivery (live within the delivery radius) but do not see this option at checkout (sometimes Shopify's map API gets the positioning wrong), please do one of the following:
    • Navigate back to the 'Cart' page (before proceeding to checkout), and enter the address you would like to have your products delivered to in the section 'Order special instructions'
    • Proceed to checkout
    • Enter your delivery address as our facility address
      • 120-12791 Clarke Place, Richmond, BC V6V 2H9
    • OR
    • At checkout, enter your delivery address as our facility address
    • Reply to your order confirmation email with the address you would like us to deliver to
  • If we do not see any special instructions or additional emails accompanying an order that has our facility listed as the delivery location, we will reach out to confirm what the proper address should be. Please note that this will increase the time it takes to process your order.
  • If you utilize this method and your address is outside of our delivery radius, we will not be delivering and you will have 2 options:
    • Get your delivery fee refunded and pickup at our facility
    • Get your entire order cancelled and refunded

 

Shipping (Canada & USA)

  • Orders are generally shipped out within 24-48 hours when placed from Monday-Wednesday. Any orders placed after Thursday afternoon or over the weekend will be fulfilled the following business week.
  • Shipping rates are calculated at checkout based on your total order weight, and typically start at $14.
    • We ship overnight express to protect our ‘live’ product and keep it cold.
  • Kindred Cultures releases all responsibility for lost or damaged parcels. We cannot be held accountable for items that are lost or damaged during transit or lost upon arrival.

 

Subscription Orders

  • Your subscription will automatically reorder with the original shipping method you chose at checkout when placing your first order.
  • If you would like to modify your shipping method for future automated orders (i.e., change from Local Pickup to Local Delivery or vice versa) please reach out to us directly at hello@kindredcultures.ca, or reply to your most recent subscription notification email.

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