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SHIPPING & DELIVERY

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HOW DO I UPDATE MY ADDRESS/ACCOUNT INFORMATION?

In this article, we will walk you through the process of updating your information on your ATOM account. This includes modifying your account details such as email and password, as well as updating your shipping and billing addresses. Updating Account Details Log in to your ATOM account, navigate to "My Account" and locate the "Account Details" tab. From there, you can make changes to your email address and password. Remember to save the updated information before exiting! Updating Account Addresses To edit your address, simply navigate to My Account, and then click on Addresses. Here, you can add or edit your shipping and billing addresses: Important Note: In this case, by default, your orders will ship to your billing address. If you would like to have your order shipped to a different address, simply check the box next to Ship to a different address? During the checkout process, you can also confirm or modify your address before placing an order: Modifying Address for an Existing Order If your order is unpaid, or not yet shipped, you can request to change your address by contacting our support team at Kootenay Botanicals. Our live agents will be more than happy to assist you in updating your address. We kindly remind you that it is important to provide the correct address when placing an order to ensure a smooth delivery experience. As part of our policy, ATOM does not offer refunds for address errors. Therefore, it is crucial to double-check the accuracy of your address before finalizing your order. In the event that your order has already been shipped and you were unable to make changes to the shipping address in time, there is still a possibility of resolving the issue. We recommend contacting Canada Post directly, using your provided tracking link. They will be able to guide you through the process of redirecting the package to the correct address, if feasible. We understand that unexpected situations can occur, and we strive to provide informative assistance to ensure the best possible outcome for our valued customers. *Please note that it’s the customer’s responsibility to provide a complete and valid delivery address and name to ensure a successful shipment. Refunds are not offered for orders that do not arrive due to incorrect or incomplete address.

Last updated on Nov 05, 2025

What does my order status mean?

If you've noticed that your order status is marked as "Complete" but you haven't received your order yet, we'd like to explain what this status means and provide guidance on what to do next. ​ Order Status: "Complete" "Complete" is a status that is applied to your order when certain key steps have been accomplished: - For standard shipping via Canada Post: It indicates that a Canada Post label has been printed for your package, and your order is in the process of being prepared for shipment. - For same-day delivery: It means that your order has been handed off to our third-party courier for delivery to your address. Next Steps To understand the progress of your order and its estimated delivery time, follow these steps: 1. Check Your Tracking Number: If your order is shipped through Canada Post, use the provided tracking number to monitor the package's status. You can do this by visiting the Canada Post website or using their tracking services. 2. Automated Text Notifications: If you selected same-day delivery, be on the lookout for automated text notifications regarding your delivery window. This will help you stay informed about when to expect your order. 3. Contact Customer Support: If you've followed these steps and still have concerns about your order or haven't received it within the expected timeframe, don't hesitate to reach out to our customer support team. They can provide more specific information about your order's status and location. Please remember that order statuses like "Complete" signify important progress in the processing and delivery of your order. The specific details of your order may vary based on the shipping method and any potential courier delays. Our goal is to ensure that you receive your order in a timely and efficient manner, and we're here to help address any questions or concerns you may have. Your satisfaction is important to us, and we appreciate your trust in our services. Did this answer your question?

Last updated on Nov 05, 2025

WHAT ARE YOUR SHIPPING & DELIVERY RATES?

📦 SHIPPING GUIDE Welcome to our shipping guide! We want to make sure you have all the information you need to choose the best shipping option for your order. Below is a quick and simple guide to our various shipping/delivery options and fees. 🚚 STANDARD SHIPPING Fee: $10 on orders ≤ $200 ​FREE on orders over $200 ​Method: Canada Post (Expedited) ​Insured? No Our standard shipping option is perfect for those who are not in a rush to receive their order. For orders under $200, there is a flat fee of $10. However, if your order is over $200, you can enjoy free shipping! We use Canada Post's Expedited service for this option, which typically takes 2-7 business days for delivery. Please note that this option does not include insurance. QUICK SHIP Fee: $14.99 on orders ≤ $300 ​FREE on orders over $300 ​Method: Canada Post (XpressPost) ​Insured? No Need your order a little faster? Our Quick Ship option might be the perfect choice for you. For orders under $300, there is a flat fee of $14.99. But if your order is over $300, you can enjoy free shipping! We use Canada Post's XpressPost service for this option, which typically takes 1-3 business days for delivery. Please note that this option does not include insurance. ✅ INSURED SHIPPING Fee: $19.99 flat rate ​Method: Canada Post (XpressPost) ​Insured? Yes For those who want extra peace of mind, our Insured Shipping option is the way to go. For a flat rate of $19.99, your order will be insured during transit. We use Canada Post's XpressPost service for this option, which typically takes 1-3 business days for delivery. This option is perfect for high-value orders or those who want added protection for their package. 🏠 LOCAL SAME & NEXT DAY DELIVERY Fee: $10 on orders ≤ $200 ​FREE on orders over $200 ​Method: Local Courier If you live in the local area and need your order as soon as possible, our Local Same & Next Day Delivery option is the way to go. For orders under $200, there is a flat fee of $10. But if your order is over $200, you can enjoy free delivery! We use a local courier service for this option, which delivers within the same or next day.

Last updated on Nov 05, 2025

DO YOU OFFER SAME-DAY DELIVERY? VANCOUVER & THE LOWER MAINLAND

We offer local same-day delivery to the following cities: Vancouver, West Vancouver, North Vancouver, Burnaby, New Westminster, Coquitlam, Port Moody, Port Coquitlam, Surrey, Delta, Ladner, Tsawwassen, Richmond, Langley, Pitt Meadows, Maple Ridge, White Rock, Abbotsford, and Mission. We require that you provide a local phone number - the courier will call to confirm delivery To take advantage of this convenient door-to-door service, please see our delivery schedule below** 7 Days A Week ~ NEW WAVES AVAILABLE 🕘 Morning Wave Orders paid and processing by 9:00 AM will be delivered between 10:00 AM – 2:00 PM. Orders Placed After 9:00 AM Orders paid and processing after 9:00 AM will be added to the active delivery cycle and delivered between 2:00 PM – 9:00 PM. 🕣 Evening Wave (Final Cut-Off) Orders paid and processing by 6:30 PM will be delivered the same evening - no later than 12:00 AM. If payment is completed after 6:30 PM, your order will be included in the next day’s morning wave. ​ ​**Please note, These windows are subject to change. Same Day Delivery is unavailable on holidays* Same-Day orders are shipped via an independent courier service. Please be discreet, respectful, and avoid prolonged interaction with your delivery person. While completing the checkout process, please ensure that “Same-Day Delivery” is selected. Reminder: COVID-19 precautionary measures remain in effect, please respect social distance protocol. IMPORTANT NOTE: Please be advised that if there are any issues related to your payment -- I.e. a manual payment is sent but an order number is not included; payment is sent to the wrong email; the wrong amount is sent – this could result in your delivery being delayed. Please ensure all Payment Instructions are followed in order to ensure you receive your delivery as soon as possible.

Last updated on Jan 08, 2026