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HAVE QUESTIONS OR CONCERNS?
Check our FAQ for answers to commonly asked questions. Our customer support team is available to help if you cannot find your questions answered here.
If you do not see your question answered below, please do not hesitate to email us at [email protected] or call us at 647-660-7351 where our customer support representatives can assist you further. Alternatively, you can use the form below to create a support ticket and we will response back to you within 24 hours.
Due to current COVID -19 precautions Gas-Dank will not be accepting exchanges. However, should you find that a product you purchased is unsatisfactory or experiencing manufacturing issues, please reach out to our customer service line where we will try to assist you to the best of our ability.
Our system only moves orders into processing once your e-Transfer has been matched against your order number (included in the notes section of your e-Transfer). After it has been accepted your order will be moved to processing.
*Please allow up to 2 hours for the Interac e-Transfer to deliver your funds to our payment system.
If your order remains on hold for longer than 12 hours and your e-transfer is still pending, this is because we have no received your payment or you did not follow the instructions provided when sending the e-transfer.
If your e-Transfer is still pending, or has not been received, this could be due to a number of reasons:
1.) We were unable to match your payment to your order when no order number is included in the notes section of your e-Transfer
2.) We have not received your e-Transfer because you have sent the payment to the incorrect email address.
3.) Your bank has flagged the transaction as suspicious, and needs to be contacted for confirmation to proceed with the transfer.
4.) We were unable to accept the e-Transfer, because you have not included the correct question and answer as stated in the payment instructions.
If your order’s payment can not be accepted due to any of the reasons above you will be notified with an email from the accounts team. If no payment is received after 24 hours, your order will automatically be cancelled and can not be re-opened again, a new order must be made.
We do not cancel any pending e-transfers received, even after an order is cancelled. This is to avoid the bank holding the sender’s money for a month after the e-transfer is cancelled. As such all e-transfers must be cancelled on the senders end, so there is no delay in the funds.
At Gas-Dank we are committed to providing our members with top quality products. Unhappy with the quality of a product you received? Please reach out to let us know!
If you feel you have received a product that is not up to quality standards please provide the following details:
The order number that the product was received in
The name of the product
Details outlining the product quality issue
*Please ensure to include photos or a video of the product
Once we have these details, we will do our best to resolve any product quality issues with you as fast as possible.
*Please note: We DO NOT accept returns. However, in the event that you have received a product that is not up to quality standards, we will offer a a discount on your next order, or a credit to your account in points.
If you’re unhappy with one of our products, please email our support team within 30 days from the delivery date and we will try our best to resolve the issue. Any incorrect orders older than 30 days cannot resolved.
If you choose to check mark the Shipping Insurance at checkout, your package is marked as a guaranteed delivery due to Postal Service Failures. If you do not receive your package, a credit will be issued for the full amount of your order.
*Shipping insurance will be automatically applied to all orders over $500.
Orders will be marked as SIGNATURE REQUIRED
Please Note: Nunavut & Northern Ontario are excluded from shipping insurance.
If you’re tracking your package on Canada Post and its in a wrong city, its most likely due to human error at Canada Post.
Humans errors happen on occasion as postal codes are manually entered by the post office. They may have entered it wrong and off by a digit/letter which can cause a routing error and delay of 1-3 business days .
If you do not receive your shipment after 5 business days, please feel free to contact us and we will contact Canada Post to trace the package.