Cold Cactus Package Protection Policies

CC Package Protection is an optional service offered by Cold Cactus Inc. that provides additional protection in case of delivery issues associated with loss, damage, and theft.

If CC Package Protection is added to an online order placed on coldcactusboutique.ca, the customer is entitled to faster processing and a quick decision in the event of delivery issues, in accordance with the policies given in this document.

• The amount charged for CC package Protection varies depending on the order value.
• This service is applicable only for shipping orders and not for store or curbside pick up orders. It is the responsibility of the customer to remove the insurance if not applicable for these reasons.
• While CC Package protection increases the probability of a positive and desired outcome, it does not guarantee it. Cold Cactus will still be doing our due due-diligence to quickly investigate and verify the delivery issues.
• Resolving delivery issues with couriers for orders could take up to 6-8 weeks, and we cannot come to a resolution with the customer until the courier has made a final decision on the submitted claim. In case of orders with CC Package Protection, we do our best to resolve delivery issues in a matter of days.
• If a delivery issue is confirmed, Cold Cactus will re-ship the order at our expense, or in the event the items are no longer available we will issue a store credit, less the amount paid for CC Package Protection).
• Refunds are not offered in case of delivery issues. 
• CC Package Protection does not protect orders where wrong or incomplete shipping information was provided. We always strongly recommend double checking your shipping address both before submitting an order and when you receive your order confirmation. In the event of an issue with your shipping address, we need to be contacted as quickly as possible.
• Without this protection (if you choose to remove it from your order), Cold Cactus will not be held responsible for lost or stolen packages or delivery errors.

Types of Delivery Issues and How to Get a Resolution

a) Tracking Says “Delivered” But Package Not Received

1. Track your order on the shipping company’s website and identify where the package was delivered. The package could have been placed in a particular area around your address, your community mailbox or even a nearby post office. Make sure you check the area around your address carefully. If tracking indicates a notice was left or the package was left in a community mailbox and you do not see it, we strongly recommend contacting your local post office and providing the tracking information as they will know more than we do.
2. If you don’t find the package anywhere, please contact the shipping company immediately and ask them about the missing delivery by providing your tracking number. In most cases, the shipping company will be able to locate the package and get it delivered to you.
3. Inform the Cold Cactus Customer service by emailing care@coldcactusboutique.ca. Provide all the information regarding the delivery issue including any information or ticket number provided by the shipping company.
   You must do this within 14 days from the date the tracking said “Delivered”.
4. Cold Cactus customer service will respond to your email with a “Follow Up Date”, during which time we will get in touch with the shipping company. You will be required to provide us with any updates in the status of your package or any communication you receive from the shipping company/ courier prior to the “Follow Up Date”. Within 5 business days of the “Follow Up Date”, Cold Cactus will make a decision and inform you of the outcome by email or phone.

 

b) Tracking Has Not Not Been Updated / There is No New Scan For Many Days

1. Please contact the shipping company immediately and ask them about the missing delivery by providing your tracking number. An investigation will be launched into the packages wearabouts.  In most cases, the shipping company will be able to locate the package and get it delivered to you. Please note that for international surface parcel (water) shipping timelines are routinely as high as 60-80 business days and we will not offer come to a conclusion until after that time frame is up.
2. Inform the Cold Cactus customer service by emailing care@coldcactusboutique.ca Provide all the information regarding the delivery issue including any information or ticket number provided by the shipping company.
   You must do this within 21 days from the last tracking update.
3. Cold Cactus customer service will file your case, get in touch with the shipping company and wait for 7 business days from the last tracking update. You will be given a “Follow Up Date”. You will be required to inform Cold Cactus in the event that your package is received before the “Follow Up Date” and reply to any communication you receive from Cold Cactus or the shipping company/courier.
4. Cold Cactus will take a decision on the case within 5 business days from the “Follow Up Date” and inform you by email or phone.

c) Order Delivered Safely But Items Missing or Damaged

1. Contact Cold Cactus customer service by emailing coldcactus@coldcactusboutique.ca. Provide all the information regarding the issue including photos both the packaging and products or packaging.
   You must do this within 5 days from the delivery date.
2. Cold Cactus customer service will file your case and check things internally and with the shipping company, if need be. You will be given a “Follow Up Date”. You will also be required to inform Cold Cactus in case you receive the missing items before the “Follow Up Date” and reply to any communication you receive from Cold Cactus or the shipping company.
3. Cold Cactus will take a decision on the case within 5 business days from the “Follow Up Date” and inform you by email or phone.