FAQ

All orders are paid by Email Money Transfer (EMT/e-Transfer). EMT/e-Transfer is the only accepted payment method for orders. Once you submit your order, you will be prompted via e-mail and SMS text message to sign in to your online banking to send your payment to our business bank account. We do not accept cash for the safety of our drivers and appreciate your understanding.

Depending on your distance away from the Ottawa city centre, our Same-Day Delivery order minimum amount is:
Zone 1: 0-10km Away = $30 Minimum
Zone 2: 10-20km Away = $50 Minimum
Zone 3: 20-30km Away = $200 Minimum

For Mail Orders, the order minimum amount is $30.

We ship mail orders to addresses anywhere within Canada. We do not ship outside of Canada.

We same-day deliver up to 30km from the Ottawa downtown/city centre. Check your address here to confirm if we deliver to you: https://redrootstrading.ca/delivery-area

Shipping for orders under $100 is a flat rate of $20. Orders of $100 or more qualify for free shipping.

At checkout when you enter your delivery address any applicable delivery fee will be added to your order total. We have three same-day delivery Zones radiating from the Ottawa city centre we use to calculate delivery fees:
Zone 1: 0-10km Away = $20 Fee or Free Delivery on $100+ Orders
Zone 2: 10-20km Away = $25 Fee or Free Delivery on $100+ Orders
Zone 3: 20-30km Away = No Fee, $200 Min. Order & Always Free Delivery

Please include any apartment or unit number in the Special Instructions field at checkout. However, we can not add any additional shipping instructions (e.g. “Deliver to Side Door”) when packing mail orders. All additional shipping instructions need to be provided to your shipping provider directly by you.

Please include any apartment or unit number in the Special Instructions field at checkout. Feel free to also add any additional delivery instructions to help our drivers deliver to you, e.g. “Buzzer 1234”, “Deliver to Basement Apartment”, “Don't Knock (Dog), Call or Text instead".

We send 3 confirmation eMails per mail order:
eMail #1: When your order is created, but not yet paid.
eMail #2: After your e-Transfer payment has been received and confirmed.
eMail #3: After we process your order and create a shipping label. Once your order’s shipping label is created, a tracking link will be included in the confirmation email.
* Add noreply@mailingmailer.com to your allowed senders list. If you don’t see the email(s) in your inbox, please check your spam/junk folder before contacting customer support.

We send 3 confirmation eMails and up to 6 SMS text messages per same-day delivery order:
eMail #1 & SMS #1: When your order is created, but not yet paid.
eMail #2 & SMS #2: After your e-Transfer payment has been received and confirmed.
SMS #3: After your driver has started on your order's delivery route.
SMS #4: Once your driver is 5 minutes away from your delivery address. 
SMS #5: Once your driver has arrived at your delivery address.
eMail #3 & SMS #6: Confirming your order has been completed/delivered.
* Add noreply@mailingmailer.com to your allowed senders list. If you don’t see the email(s) in your inbox, please check your spam/junk folder before contacting customer support.

Mail orders placed and confirmed paid (e-Transfers can take up to 30 minutes to clear) before 2:00 PM EST are shipped that same day. Orders placed and confirmed paid after 2:00 PM EST are shipped on the next business day. Orders are shipped Monday to Friday, with the exception of holidays.

After your same-day delivery order is confirmed paid (e-Transfers can take up to 30 minutes to clear) your order is immediately dispatched with a driver on standby. We strive for every same-day delivery to be completed within 1 hour of payment being confirmed. Inclement weather and rush hour traffic can increase delivery timeframes from 1 to 3 hours. We appreciate your patience!

We only require a signature upon delivery for high value orders. In these cases, if you are not available to sign for the package, you may be required to pick it up and sign for it at a local post office branch.

Yes, every time. We always require our drivers to photograph your government issued photo ID with our delivery app to confirm you are of legal age, as well as take a copy of your signature as proof of delivery. Please Note: We do not accept photos of ID's and need the original document/card. If you do not have valid ID when we arrive to deliver, you will still be charged a delivery fee and refunded for your purchased items only, as we dispatched a driver in good faith.

We do not hold stock for orders awaiting payment. Orders are processed on a first come, first served basis. Warning: Delays in receipt of payment can result in items in your cart going out of stock while we await your payment!

Customers are responsible for the accuracy of delivery information (e.g. shipping/same-day delivery address). If your order is not yet paid, or shipped/en-route, send us an email or text/call us ASAP so we can correct the mistake. Once a mail order has been processed, the order is no longer in our control. Mail orders returned to us by the postal provider or fees for redelivery of Same-Day orders due to inaccurate information are at customer’s expense.

As we are an Indigenous trading post which sells self care goods, all orders are final sale and we can not offer any exchanges, returns, or refunds. Thanks for your understanding.

You can eMail us at info@redrootstrading.ca or Call/Text us at 613-296-3441 any time, day or night. Our CannSell certified customer service operates 24/7 for your convenience.