FAQ › Lost, Late or Damaged Parcel
Last reviewed October 22, 2026
If your Baller Club parcel is late, stuck in tracking, marked delivered but missing, or arrived with a problem, email orders@ballerclub.shop with your order number. For a lost parcel we open a claim with the carrier, and if the carrier confirms it is lost, we reship your order or credit its value to your account. Wrong, damaged or missing items need to be reported within 48 hours of delivery, with photos.
In short:
- Tracking not moving for several business days: email us and we’ll contact the carrier.
- Marked delivered but not there: check around your address first, then email us.
- Lost parcel confirmed by the carrier: we reship it or credit its value to your account.
- Wrong, damaged or missing item: email within 48 hours of delivery with photos. You get store credit for the affected item.
Tracking hasn’t updated
Parcels sometimes miss a scan along the way, so tracking can sit still for a day while the parcel keeps moving. Most catch up at the next scan or on delivery.
If your tracking hasn’t changed for several business days, email us with your order number. We’ll check with the carrier and open a claim if needed.
Tracking shows the wrong city
A parcel can be sorted to the wrong city when a postal code is keyed in wrong along the way. The carrier reroutes it, which usually adds a day or two. If it doesn’t start heading your way, email us.
Marked delivered, but you don’t have it
- Check your mailbox or community mailbox, your building’s mailroom or front desk, and around your door.
- Look for a delivery notice card. The parcel may be waiting at a post office or pickup point.
- Ask anyone you live with, and your neighbours.
- Still missing? Email orders@ballerclub.shop with your order number. We’ll open a claim with the carrier.
When a parcel is lost
A carrier investigation takes time. Canada Post investigations can take 7 to 10 business days. If the carrier finds the parcel, it continues to you. If the carrier confirms the parcel is lost, we reship your order or add the value of the order to your account as store credit. See our Returns & Refunds policy.
Wrong, damaged or missing items
- Email orders@ballerclub.shop within 48 hours of delivery.
- Include your order number, a short description of the problem, and photos of the item and its packaging.
- Keep the item and the packaging until we’ve reviewed your request.
Once we confirm the problem, we add store credit for the affected item to your account as Club points (100 points = $1). Points never expire. If you checked out as a guest, we set up an account for you with the email on your order. For health and safety reasons, we can’t take back cannabis products, opened or unopened.
Shatter that softened in transit
Heat can turn shatter soft and budder-like on its way to you, especially in summer. The extract is the same; only the texture changed. See How to smoke shatter.
Wrong address
If a parcel comes back to us because the address was incomplete or wrong, or because it wasn’t picked up, we’ll contact you to reship it. A new shipping charge may apply. Double-check your unit number and street name at checkout.
Common questions
What do I do if my weed package is lost in the mail?
Email orders@ballerclub.shop with your order number. We open a claim with the carrier, and if it confirms the parcel is lost, we reship your order or credit its value to your account.
My parcel says delivered but it isn’t here. What now?
Check your mailbox, mailroom, door and with neighbours, and look for a delivery notice card. If it is still missing, email us with your order number and we’ll open a claim with the carrier.
How long do I have to report a damaged or wrong item?
48 hours from delivery. Email your order number, a description of the problem and photos of the item and its packaging.
Do you give refunds for damaged items?
We give store credit, not cash. Once we confirm the problem, the value of the affected item is added to your account as Club points, which never expire.
Why hasn’t my tracking updated?
Parcels sometimes miss a scan, so tracking can pause while the parcel keeps moving. If nothing changes for several business days, email us and we’ll check with the carrier.
