Satisfaction & Security

Returns & Policies

Transparent guidelines on how we handle lost packages, damaged goods, and missing items. We believe in accountability, discretion, and setting clear expectations.

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Policy Snapshot

All Sales Final

Due to the consumable nature of our products, we do not accept traditional returns or exchanges.

Lost Packages

If Canada Post confirms a package as lost (14+ days no updates), we offer a one-time free replacement.

Damaged/Missing

Report missing or damaged items within 48 hours of delivery with clear photo evidence for resolution.

Refund Method

Approved refunds are issued strictly as Store Credit applied to your account. No cash/e-Transfer reversals.

Our Guarantees

Scenario-Based Policies

We strive for perfection, but mistakes in transit or packing can happen. Here is exactly how we handle specific logistical issues.

Lost in Transit Guarantee

If your package tracking has not updated for 14 consecutive business days, we consider the package lost in transit by Canada Post.

  • We will open a service ticket on your behalf.
  • If confirmed lost, we will ship a one-time replacement of your exact order free of charge.
  • Exception: Packages marked as "Delivered" by Canada Post are exempt from this guarantee.

Return to Sender (RTS)

Due to the nature of our business, our return address is a dummy facility. We do not have a physical warehouse to receive returned mail.

  • If you provide an incorrect or incomplete address, the package will bounce.
  • If you fail to pick up your package from the post office in time, it will bounce.
  • RTS packages are permanently lost. No refunds or replacements will be issued for customer-error RTS.

Missing or Incorrect Items

Our fulfillment team employs a double-check system, but human error occasionally occurs. If an item is missing from your order or you received the wrong strain:

  • You must notify us within 48 hours of the delivery timestamp.
  • You must provide a photo of the entire package contents and the packing slip.
  • Upon verification, we will issue Store Credit for the missing item or ship it with your next order.

Damaged Goods

We over-engineer our packaging, but postal transit can be rough. If a product arrives physically damaged (e.g., shattered tincture bottle):

  • Contact us within 48 hours of delivery.
  • Provide clear photos of the damaged product and the external shipping box.
  • Note: Melted chocolates during summer months are not considered "damaged" and are exempt from replacement, as potency remains intact.

Resolution Process

How to File a Claim

1

Gather Evidence

Take clear, well-lit photos of the package, the packing slip, and any damaged or incorrect items. Unboxing videos are highly encouraged.

2

Email Support

Email [email protected]. Use the subject line: CLAIM - Order #[Your Order Number] to ensure priority routing.

3

Resolution

Our support team will review the evidence and respond within 1-2 business days with a resolution (Store Credit or Replacement).

Email Support Team

Frequently Asked Questions

Detailed answers to specific policy and refund scenarios.

Can I return a product if I don't like the effects?
No. Due to the consumable and perishable nature of our products, all sales are final. We cannot accept returns or exchanges based on personal preference, tolerance levels, or subjective experiences. Psilocybin affects everyone differently.
If Canada Post marks your package as 'Delivered' but you cannot find it, please check community mailboxes, ask neighbors, or check with your concierge. If it is still missing after 48 hours, contact Canada Post directly to open a service ticket. We are not liable for packages stolen after a confirmed delivery scan.
In the rare event that a refund is approved by management (e.g., severe inventory error on our end), it will be issued exclusively as Store Credit (Shroom Ca$h) applied directly to your user account. We do not process Interac e-Transfer reversals.
It is the customer's responsibility to provide a correct and complete address at checkout. If an incorrect address is provided and the package is 'Returned to Sender', it will be permanently lost, as our return address is a dummy facility. No refunds or replacements will be provided for customer address errors.
Once you submit a claim with the required photo/video evidence to our support team, claims are typically reviewed, verified against our packing logs, and resolved within 1 to 2 business days.
Order cancellations are only possible if your order has not yet been processed and passed the 1:00 PM EST daily cutoff. Once an order is packed and tracking is generated, it cannot be cancelled, rerouted, or modified.
During extreme summer heatwaves, chocolate products carry a risk of melting in postal trucks. While we pack them carefully, we do not offer refunds or replacements for melted chocolates. The psilocybin potency remains completely intact. You can simply place the package in the fridge for a few hours to allow the chocolate to re-harden before consuming.
We ship thousands of packages monthly with a 99%+ success rate. Because we ship domestically via Canada Post using strict odor-proof and discreet packaging guidelines, seizures are virtually non-existent. However, if a package is verifiably lost in transit with no updates for 14 days, our Delivery Guarantee covers a one-time replacement.

Shop with Absolute Confidence

We stand behind our fulfillment process. Thousands of Canadians trust us for secure, discreet, and reliable delivery.

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