Frequently Asked Questions
These are some of the most frequently asked questions all in one place to make your life a little easier when placing your order.
1. If I pay with my credit card, what will show on my statement?
On your statements you will be billed by “Focallure” – you may sometimes see the payment provider website instead. If you do not recognize the charges, please contact us and we will clarify the charges for you.
2. Worldwide Shipping?
Upper Canada Seed Bank ships worldwide but we ask you to check your local law before ordering, as laws differ from country to country, state to state and by ordering, you are confirming that you are ok to do so.
3. Is your shipping discreet?
All of our packages are shipped very discreetly and your package may be shipped in a number ways, the customer’s name and address and a return address being the only info on the/in the parcel.
4. Once I have ordered, how do I obtain my tracking number?
If you place an order online, you will automatically receive an e-mail to confirm receipt of your order. You will then receive an e-mail shortly after, notifying you once your order is being processed. Orders are normally processed between 9 am and 4.30 pm Monday – Friday mountain time.
5. How long will it take for my parcel to arrive?
We do quote 1-3 working days for orders to be processed and when sent out with Canada Post deliveries usually take between 5-12 working days. Should you not be at home when a delivery is attempted, your postman will leave a slip through your door and your package will be returned to your closest main post office, waiting for collection. If you do not collect your parcel it will be returned to us and we will then contact you to confirm that your address details are correct so that we can reship if it does eventually arrive back with us.
99% of International orders usually deliver within 7 – 15 working days, however they can take up to 21 business days.
Please also be aware that we do send to some countries signature required and some countries without a tracking number.
6. I have not received my goods yet.
If your parcel is an international parcel and you do not receive your goods within 21 working days, then please contact us. (It is 15 working days standard for Canada) Once you have done so, we will make inquiries to try and track down your parcel into with the relevant postal service. If we are unsuccessful then we cannot be held responsible for the mail service and your quarrel is with them.
7. Methods of Payment.
We accept all major credit/debit cards online or over the phone. Our online sales are 3D Secure, 256 bit encrypted and hacker safe making it a very safe place to enter your details. All phone order payments are put through a secure VSP terminal online and once the payment goes through, we do not hold any records of clients credit/debit card details and all other client information remains highly confidential.
If you are placing a phone order we will only be able to talk to the owner of the card when taking details for payment. This is for purely for protection of the card owner and to prevent fraudulent transactions. We will also have to ship the parcel to the card billing address.
International Gift Cards are also accepted online and over the phone should you not have a credit/debit card. With these you must enter the issuing banks details in the billing section and then your address in the delivery details. You must also call the gift card company to register the card and tell them you are purchasing overseas so they can activate it for international use. We do not accept cards that are not registered for international use if you are ordering outside of Canada.
You may pay by cheque, use our contact form to get our details.
8. Which Currency will you charge me in?
As Upper Canada Seed Bank is a Canadian company we will charge you in Canadian Dollars (CDN) only at the checkout. Your bank will deal with any currency conversions on their end.
9. My order will not go through
If the order is being declined by the bank, please contact your bank and ask them to remove any blocks they may have on International transactions. Once they have done this, please try again either online or over the phone and this transaction should go through.
10. My Order will not go through (Verified Visa 3D authentication)
3D Authentication is an extra security measure your bank may ask for when going though the checkout. If you do not know the password, please contact your bank and they can help set this up / verify it. In the case that you do not know this password, you can place the order over he phone, provided we ship to the card billing address.
Cheques and postal/money orders can only be accepted from within North America. Please note there will be a two week holding period for order paid for with a personal cheque.
11. I can’t complete my order online.
You may need to double check the details you have entered. The card you are using must be registered to the billing details as this may cause your order to be rejected. Or you may have entered your card details incorrectly, so you may need to check them again. Also, you must have sufficient funds in your account to process the transaction. If you are 100% sure that you have entered all details correctly please contact us so that we can help you through the process and try taking payment over the phone.
12. Can stock be reserved?
Unfortunately we cannot reserve any stock unless a payment has been made. This includes money order too. If you make an order and send payment through the post, we cannot guarantee you will receive the desired items as they may go out of stock by the time the money order reaches us. We do apologize for any inconvenience caused by this, but we cannot guarantee stock due to volume of orders that are made and unpaid for.
13. What if an item I have ordered is out of stock?
On the whole, we usually have all items in stock. Should we run out of a product, (which does happen from time to time) and we can’t complete your order, we will contact you straight away, either by e-mail or by telephone. If you are happy to wait for the item to come back into stock, this usually only takes a day or two for us to reorder, restock and promptly ship your goods. If you can’t wait for your items to arrive, you can choose an alternative to replace the out of stock product, to the same value or more, (this may require an additional payment over the phone) so your order is shipped immediately and isn’t delayed any further. If there is no other product that you would like to exchange it for, we will offer you a partial refund on your order (we may need to take your card details over the phone to do this).
14. Want free stuff?
Join our mailing list and follow us on social media! We do periodic giveaways on all our accounts.
Happy ordering!!! Upper Canada Seed Bank