Customer support
Frequently asked questions
How do I sign up?
Welcome to our website! To register for an account, simply click here and enter your e-mail address. You’ll then receive an e-mail (please check your junk folder if it does not appear in your primary inbox) containing a temporary password to log into your account. You can change your password once you’ve logged in!
First order coupon?
Yes there is! If you sign up to our newsletter you’ll automatically be given a code to use for your purchase. To sign up for the newsletter, simply enter your e-mail when you see the pop-up when visiting our website OR you can register by scrolling down to the bottom of our front page and enter your e-mail that way. If you’ve already registered, please check your junk folder as sometimes it’ll get filtered there by accident. Please note that our newsletter coupon cannot be used on items that are in our SALES, BULK and MIX AND MATCH sections. If you do not have any items outside of listed previously, you may use the coupon on any other order!
Coupons, what is excluded?
Generally, our coupons exclude on items that are in our SALES, BULK and MIX AND MATCH sections. From time to time we maybe have additional sales for the mentioned categories, but they will generally be excluded.
Refer a Friend?
Of course! We would love for you to introduce your friends and family to our shop. How does it work?
- Person A (you) refers Person B (friend)
- Person B makes a purchase (min. $123 purchase*)
- Person A AND Person B then receives a code for $12.3 off to use on future orders.
- $12.3 off coupon works on purchases of $100 or more!**
* Minimum purchase must be met after any coupons or shipping is applied.
** Some exclusions may apply. Generally Bulk, Sales and Mix and Match items are excluded from sales unless stated otherwise. Coupon does not stack with other coupons or on-going sales.
What socials are you on?
We are currently active on: Discord: Click This Link
How Do I Order My Products?
How to place an order?
Here’s a step-by-step guide in placing your order online with One Two Treez:
- Click on the desired product(s), choose your weight and quantity then click “Add to Cart”. You will then have the option to “View Cart” or “Continue Shopping”.
- At the “View Cart” page; you can edit your order, apply promo codes, redeem points and view shipping costs.
- When you “Checkout”, details including our e-transfer email will be sent to you.
- Next, login to your online banking and send the full order amount to the email specified in the previous instruction email
- Please note: Partial payments are NOT accepted.
- Please allow up to 24-48 hours for your payment to be processed. You will be notified by email of your order status and tracking information.
- Congratulations, you’ve now placed your order!
How to cancel/edit order?
To cancel or edit your order, simply contact us at [email protected] and let us know the changes you’d like to make.
I changed my mind, how do I get a refund?
All sales are final, there are no refunds on orders or payments.
What happens when I don't submit a payment for my order?
All unpaid orders will be canceled within 24 hours. (Orders must be paid in full!)
Payment
How do I send an e-transfer payment?
1. Contact your bank online and visit the E-Transfer section. You may wish to call them directly or visit them in person if you need assistance.2. Add our email and exact total price with taxes as seen on your invoice.3. Submit the transfer.4. We will provide you with the secret word into the transfer for security. The secret word will be generated for you after check out. Please read the instructions at the bottom of the page after you check out.5. We offer guidelines on how to send an E-Transfer with your invoice. You will receive your shipment after the E-Transfer has been processed.
Why is my order not being processed after my e-transfer has been sent?
Our system only moves orders into processing once your e-Transfer has been matched against your order number and accepted.Please allow up to 24-48 hours for the e-Transfer to deliver your funds to our payment system. Once received in our payment system, processing of your e-Transfer can take up to 24-48 hours.If your order remains on hold for longer than 24-48 hours, and your e-transfer is still pending, please contact us at: [email protected].
What happens after I send my e-transfer?
The order will be processed and prepped to ship. This may take up to 2-3 business days.
Shipping & Handling
When do we ship?
We ship Monday – Friday with cut off time being 1:23PM for same day drop off. We do not ship on statutory holidays per Canada Post schedule.
Shipping Information
We ship across Canada, at the moment we are not shipping internationally.
Flat Shipping Rate
Shipping to Ontario and Quebec will be a flat rate of $15.
Shipping outside of the above provinces will be a flat rate of $20.
Free shipping on orders of $300 or more!
How do I track my order?
Once we’ve successfully accepted your payment, you will receive an email confirmation. Upon shipment you’ll receive a shipping email with your tracking number. You may use this link to track your order: https://www.canadapost.ca/trackweb/en#/home
What happens if I don't receive my package?
If your order is ‘Pending’ you can contact our Customer Service team (via e-mail at [email protected]) and if you’re eligible, we will start a trace with the applicable carrier on your behalf. Claims must be made no later than 5 days after your order was shipped.When your tracking status shows ‘Delivered,’ this indicated that the parcel was successfully delivered – it means the item(s) arrived as addressed. Please check with everyone in your household as another member of the house may have received it on your behalf.
Need help? we’re here to help!
If you have any further questions or concerns; please send us an email through the contact form, our email at [email protected], or our discord!
We will try to answer any questions or concerns within 24hrs.