MY ORDER

CAN I ADD/REMOVE ITEMS or change MY EXISTING ORDER?

Unfortunately, we cannot add or change the item(s) to an order once it is entered in our system.

If the order hasn't been processed by our warehouse, we can cancel the order, which would allow you to place a new order for the correct item(s) via our website.

CAN I CANCEL MY ORDER?

You must contact our customer service team at community@ogencannabis.com as soon as possible to cancel your order. We cannot guarantee that your order will be cancelled.

I DID NOT GET A CONFIRMATION EMAIL FOR MY ORDER.

Kindly verify that the email did not go to your spam/junk folder. Alternatively, it may have been a typo in your email address. Please contact us for assistance.

I'VE RECEIVED MY ORDER AND SOME ITEMS ARE MISSING?

If one or more items that you ordered are not available at time of shipment, these items will not be listed in your shipment confirmation email. You will not be receiving these items in a subsequent shipment. Note that you will only be charged for items that ship.

WHY WAS MY ORDER CANCELLED?

Please note that your order was automatically cancelled by our fraud prevention software. This is not something that can be manually modified.

If you would like to place a new order, please observe the following guidelines:

• Do not use a newly created email address
• Avoid using proxy connection (VPN)
• Verify your billing address from your credit card company
• Ship and bill to same address
• Do not ship to freight forwarding services

If the order is declined after respecting these, we truly apologize for the inconvenience. You may want to try asking a friend or a family member to place to order for you.

THERE ARE DAMAGED/STAINED ITEMS IN MY ORDER, WHAT CAN BE DONE ABOUT THE ISSUE?

Please contact our customer service team at community@ogencannabis.com and provide them with the following:

• your order number for them to make the necessary verification;
• at least three (3) pictures of the defective item:your product, the identification tags (or care label inside the garment); and a close up on the defect. You can attach these pictures directly in your e-mail.
  
  

WHAT DO YOU MEAN BY “FINAL SALE”?

Items on final sale are not exchangeable or refundable. If they are sent back, please note that they will not be refunded or returned to you.

When you buy boxers, socks or perfume, it’s always a final sale.

From time to time, we have clearance sections that only feature final sale products, which are always clearly marked with the FINAL SALE indication.

 

PAYMENT

CAN I MODIFY MY METHOD OF PAYMENT?

Unfortunately, once your order has been placed, it’s impossible to change your method of payment.

DO YOU REFUND ORDERS FOR EXPIRED, LOST, OR STOLEN CREDIT CARDS?

Due to our financial institution’s new requirements, we cannot process refunds for credit cards that have been marked as expired, lost, or stolen.

However, in this situation, we can process a wire transfer or issue a cheque, which may take 4-6 weeks. Please contact our customer service for any questions.

I'M UNABLE TO CHECK OUT, WHAT SHOULD I DO?

This may be a technical issue. To deal with the situation, please contact our customer service team at community@ogencannabis.com

IS IT POSSIBLE TO PLACE AN ORDER BY PHONE?

Orders may only be placed online. Unfortunately, for security reasons, we can’t take orders by phone. But rest assured our website is user-friendly, and you can always contact our customer service for assistance.

WHAT DO YOU MEAN BY “FINAL SALE”?

Items on final sale are not exchangeable or refundable. If they are sent back, please note that they will not be refunded or returned to you.

When you buy boxers, socks, undergarments, or perfume, it’s always a final sale.

From time to time, we have clearance sections that only feature final sale products, which are always clearly marked with the FINAL SALE indication.

WHAT IS A PAYMENT AUTHORIZATION?

A payment authorization is a pre-authorized amount. It simply ensures us that the funds are available in your account before proceeding with your order.

WHAT METHODS OF PAYMENT CAN I USE?

Here are the accepted methods of payment on our website: PayPal, Mastercard, Visa, Google Pay, and Apple Pay.

 

WHEN WILL I BE CHARGED FOR MY ORDER?

When you place your order, a pre-authorization for the full amount of your order is taken on your credit card. You will only be billed once your order ships from our warehouse. Note that you’ll only be charged for the shipped items.

WHY WAS MY PAYMENT CANCELLED?

Your order was automatically cancelled by our fraud prevention software. This is not something that can be manually modified.

To place a new order, please follow these guidelines:

• Do not use a newly created email address
• Avoid using proxy connections (VPN)
• Verify your billing address from your credit card company
• Ship and bill to same address
• Do not ship to freight forwarding services

If your order is still declined after respecting these, we truly apologize for the inconvenience. We suggest you ask a friend or family member to place an order for you.

SHIPPING AND DELIVERY

CAN I CHANGE MY DELIVERY ADDRESS?

We will gladly update the shipping address if the order has not been packed or shipped by our distribution centre yet. Once the order has been shipped, you will have to request a modification with Canada Post directly, there may be a cost associated (not covered by OGEN), and it is not promised by us that this change can be completed by the third-party service provider.

CAN YOU DELIVER TO MY POST OFFICE?

We can not ship directly ship to your post office.

DO YOU SHIP INTERNATIONALLY?

We only ship domestically within Canada.

HOW CAN I TRACK MY ORDER?

You can follow the status of your order by clicking on the link in your shipment confirmation email.

HOW DO YOU SHIP WITHIN CANADA?

We ship using Canada Post ground delivery services, normally we process orders within 3-4 business days from our facility in Calgary, AB. Due to the current added health measures, processing can take between 7 to 8 business days at the moment.

The standard delivery time is 3 to 12 business days depending on your location.

Note that these delivery times do not act as a guarantee. OGENAUTS.COM and OGEN Ltd. is dependent on Canada Post delivery, which may be affected by unforeseen delays such as inclement weather.

Please note that due to the COVID-19 crisis, shipment delays could be longer for an indefinite time. We thank you for your comprehension.

HOW LONG DOES IT TAKE FOR MY ORDER TO GET SHIPPED?

We ship using Canada Post Standard Expedited delivery and normally process orders within 3 business days from our distribution center in Montreal, QC.

Due to the current added health measures, processing can take between 7 to 8 business days at the moment.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Orders are processed and shipped from our distribution centre in Montreal, QC, Canada, usually within 3 business days. Due to the current added health measures linked to COVID19, processing can take between 7 to 8 business days at the moment.

Depending on where you are located in Canada it may take 5 to 12 business days to be delivered.

Note that these delivery times do not act as a guarantee. The website is dependent on Canada Post and Purolator delivery, which may be affected by unforeseen delays such as inclement weather.

HOW MUCH IS THE SHIPPING CHARGE?

Shipping is calculated through Canada Post.

MY PACKAGE/GOODS WERE DAMAGED

If the package or goods sustained any damages during transit, please take pictures of the damage and contact our customer service team at community@ogencannabis.com for assistance.

THE TRACKING NUMBER SAYS THE ORDER WAS DELIVERED BUT I NEVER GOT IT. CAN YOU HELP?

Please contact us. We will gladly investigate the situation.

WHEN WILL I GET MISSING ITEMS FROM MY ORDER?

Please note that you will not be receiving the item(s) in a subsequent shipment as they were cancelled from your order. You were only charged for the item(s) that were shipped.

WHY IS MY ORDER INCOMPLETE?

We work hard to keep our inventory as up-to-date as possible, but unfortunately at the time of shipment, our warehouse was out of stock of the missing item(s).

This item was listed as sold out in your shipment confirmation email.

Please note that you will not be receiving the item(s) in a subsequent shipment as they were cancelled from your order. You were only charged for the item(s) that were shipped.

ARE THE SHIPPING FEES REFUNDABLE?

Shipping fees are NOT refundable.

 

RETURNS AND REFUNDS

CAN I BRING MY RETURN TO YOUR HEAD OFFICE/DISTRIBUTION CENTRE MYSELF?

Items purchased online can only be returned by mail using Canada Post.

 

CAN I DO AN EXCHANGE?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?

The refund process may take up to 10 business days

You will receive an email confirmation once the refund has been processed.

I RECEIVED THE WRONG ORDER, WHAT SHOULD I DO?

It may happen that an error occurs. Please contact our Customer Service at community@ogencannabis.com for further assistance.

WHAT IS YOUR RETURN POLICY?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at community@ogencannabis.com. If your return is accepted, we’ll send you instructions on how and where to send your package. We do not cover the cost of return shipping. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at community@ogencannabis.com.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please contact us at community@ogencannabis.com.

EXCEPTIONS/NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products) and undergarments (underwear and socks). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Final Sale items will not be accepted for return, if returned they will not be refunded or sent back. The same goes for orders past the return window.

Shipping fees are non-refundable.

HOW TO RETURN AN ITEM :

To start a return, you can contact us at community@ogencannabis.com. If your return is accepted, we’ll send you instructions on how and where to send your package. We do not cover the cost of return shipping. Items sent back to us without first requesting a return will not be accepted.

IF I MISSED A PROMOTION, CAN I STILL BENEFIT FROM IT?

Unfortunately, sales are not applicable to previous purchases. The best way to never miss our sales is to sign up for our newsletter and stay on the lookout.

WHAT SHOULD I DO IF A PROMOTION DOES NOT WORK ON A SPECIFIC ITEM?

Promotions can’t be combined. For example, if an item is already on sale, you won't be able to use any promotional code.

Please contact our customer service for any other issues or concerns. They will help you with your situation.

 

WHAT SHOULD I DO IF MY COUPON CODE DOES NOT WORK?

For any issue of the sort, please contact our customer service. They will help you with your situation.

WHO WON THE INSTAGRAM/FACEBOOK CONTEST?

We reveal the names of our winners at the same place the contest is located. If you can’t find who won, you can contact our customer service for this information.

 

PRODUCTS

CAN I ORDER REPLACEMENT ZIPPERS, BUTTONS, SNAPS OR LACES?

Unfortunately, we do not offer replacement zippers, buttons, snaps or laces.

DO YOU MAKE PRODUCT RECOMMENDATIONS?

Our homepage displays our top-selling products, and we leave you some recommendations at the bottom of each product page.

DO YOU OFFER WARRANTIES ON YOUR CLOTHING?

No, we do not offer any warranties. However, please note that we offer free, easy returns for unwashed, unworn items with tags still attached within 14 days following delivery.

HOW CAN I FIND A STYLE I SAW ON TV OR SOCIAL MEDIA?

Simply use our search bar or speak to our customer service team, who will gladly help you.

I PURCHASED AN ITEM A FEW MONTHS AGO. DO YOU STILL HAVE THAT STYLE AVAILABLE?

Please use our search bar or contact our customer service team, who will gladly assist you. Note that the styles available online reflect our current inventory, so it's possible we no longer carry any given style.

ITEMS FROM THE EMAIL I JUST RECEIVED ARE NOT AVAILABLE. WHAT CAN BE DONE?

Some of our photos come from our main office in Denmark and might not be sold in North America, but we try to only feature products that we currently sell in our continent.

WHAT ARE THE INSTRUCTIONS TO TAKE GREAT CARE OF YOUR PRODUCTS?

Care instructions vary by product. Currently available products contain overall guidelines in their descriptions, but for more detailed instructions, please read the label sewn in your garment carefully to ensure optimal use.

WHAT ARE YOUR PRODUCTS MADE OF?

Our products are made of different fabrics. These are all detailed in our product descriptions.

WHAT SHOULD I DO IF THE COLOUR OF THE ITEM I RECEIVED IS DIFFERENT FROM THE ONLINE PHOTOS.

As per our Terms and Conditions “We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.”

Contact Customer Service or return for a refund (if item not on Final sale).

WHEN ARE YOU RECEIVING NEW STYLES OR LIMITED DROPS?

We receive new arrivals on a weekly, sometimes daily, basis; and limited drops appear throughout the year. The best thing you can do to stay informed about any new collections or drops is subscribe to our newsletter. To do so, all you need to do is sign up on our website by quickly entering your details.

WHEN WILL YOUR PRODUCTS BE BACK IN STOCK?

We do our best to keep stock on our regular collection of hoodies, hats, and branded material, however, when it comes to limited drops, we don’t plan for our products to go back in stock. Sizes shown on the website normally reflect our current inventory.

WHERE ARE YOUR PRODUCTS MADE?

We do our best to source products and the processing in Canada, though some items may come from all around the world. The country where each piece was made is clearly stated on its stitched tags.

WHY CAN I NO LONGER SEE AN ITEM I ONCE SAW ONLINE?

This item may have been removed from the site due to a change in season or because it’s out of stock.

WHY DOES AN ITEM THAT WAS OUT OF STOCK AT THE TIME I PLACED MY ORDER STILL APPEAR ON YOUR WEBSITE?

If you tried to order an item but were informed it was out of stock, it means the product was out of stock at the moment your order was being packed and shipped.

However, it's possible that we have since received one or more returned items.