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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

SAME -DAY DELIVERY IS AVAILABLE 7 DAYS A WEEK HOW IT WORKS... 7 Days A Week ~ NEW WAVES AVAILABLE - Orders made by 8:30 AM will be delivered between 9:30 AM – 12:30 PM - Orders made between 8:30 AM - 11:30 AM will be delivered between 12:30 PM – 3:30 PM - Orders made between 11:30 AM - 2:30 PM will be delivered between 3:30 PM – 6:30 PM - Orders made between 2:30 PM - 5:30 PM will be delivered between 6:30 PM – 8:30 PM - Orders made between 5:30 PM - 8:00 PM will be delivered between 8:30 PM – 12:00 AM If your order is placed and payment processed after the same-day cut-off, it will go out with the next days' first run of packages. ​ *Please note, Same Day Delivery is unavailable on holidays These windows are subject to change. While completing the checkout process, please ensure that “Same-Day Delivery” is selected. For more details on our Shipping Zones & Delivery Options, click here! HOW TO ORDER... You need to live within the designated Vancouver area: Vancouver, North Vancouver, West Vancouver, Richmond, Tsawwassen, Ladner, Delta, Surrey, Burnaby, New Westminster, Langley, Maple Ridge, Coquitlam, White Rock, Port Moody, Abbotsford and Mission. 1. Select the Same-Day shipping option during checkout. 2. You need to provide your local phone number, the courier will be calling you to confirm pick up. 3. Pay for your order in full (via Email Money transfer) by the time specified above 4. Your order will arrive in the time slot above. WHAT IF YOU AREN'T HOME FOR DELIVERY... - You will receive a call 15 – 20 minutes prior to the arrival of your package. If you do not pick up, they will bring back for another delivery attempt during the following time block. You can also ask the driver to leave it in a safe location. There will be a photo provided to show that it was dropped off at the location asked. - It is crucial you use a real phone number, as the delivery driver will not just leave your package at your front door unless instructed to do so. - Please make sure to follow the payment instructions to ensure your order gets Same-Day delivery. If you have any questions, feel free to contact our customer support! A third-party courier service will be delivering your order, they are not aware of what they are delivering to you, please be discreet, respectful, and avoid conversation with the delivery person. Because of COVID-19 please respect your space with the courier. THE FINE PRINT... - Orders over $200 receive free Same-Day Delivery, orders under $200 will be required to pay a $10 shipping fee. - We have added new payment instructions for Same-Day delivery which you can view here, please make sure to follow these new instructions to ensure your order gets Same-Day shipping. 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 Nov 05, 2025