CC Package and Return Protection Policies

CC Package & Return Protection

Optional coverage to make returns easier and protect your order in transit.

Overview

CC Package & Return Protection (Checkout+) is an optional add-on that covers both: (1) Return Protection — a free return shipping label for eligible returns, and (2) Package Protection — faster support for loss, damage, or theft in transit.

  • Add it at checkout to receive a free return label (powered by Redo) and priority handling on delivery issues.
  • If you do not add it, you may still return items; however, you will purchase the return label through our Return Portal.
  • All returns must meet our Return Policy guidelines and timelines.

Return Protection

When you opt-in for CC Package & Return Protection, your eligible returns include a free pre-paid return label. Generate your label via our Return Portal.

If you did not add this coverage at checkout, you can still make a return, but you’ll be responsible for purchasing the return label through the portal.

Package Protection

Package Protection is an optional service that helps resolve issues related to loss, damage, or theft during shipping.

  • Fee: Varies by order value.
  • Scope: Applies to shipped orders only (not store or curbside pick-ups). Please remove it at checkout if not needed for pick-up orders.
  • Non-refundable: CC Package & Return Protection cannot be refunded once purchased.
  • Faster resolutions: With coverage, we aim to resolve delivery issues in days. Without it, carrier investigations can take 6–8 weeks.
  • Outcome: If a delivery issue is confirmed, we will re-ship at our expense or issue store credit if items are unavailable (less the protection fee). Refunds are not offered for delivery issues.
  • Accuracy of address: Coverage does not apply when an incorrect or incomplete address is provided. Please double-check your shipping details at checkout and on your order confirmation.
  • No coverage chosen: Without Package Protection, Cold Cactus is not responsible for lost or stolen packages or courier errors.

Types of Delivery Issues & How to Get a Resolution

For any issue below, please submit a claim through the Claims section of our Return Portal and include all requested details.

A) Tracking Shows “Delivered” but No Package Found

  1. Check around your property, community mailbox, and (if applicable) your local post office. If tracking shows a notice or community mailbox delivery and you don’t see it, contact your local post office with the tracking number.
  2. Contact the carrier immediately to report the missing delivery and obtain a reference/ticket number.
  3. Open a claim in our Return Portal within 14 days of the marked delivery date. Include any carrier ticket/reference numbers.
  4. We will acknowledge your claim with a Follow-Up Date, communicate with the carrier, and provide a decision within 5 business days after the Follow-Up Date.

B) Tracking Stalled / No New Scan for Many Days

  1. Contact the carrier to initiate an investigation using your tracking number.
  2. Open a claim in our Return Portal within 21 days of the last scan/update. Include any carrier ticket/reference numbers.
  3. We will monitor your case and set a Follow-Up Date (typically 7 business days after the last scan).
  4. We will provide a decision within 5 business days after the Follow-Up Date.

Note: International surface parcel (water) shipments commonly take 60–80 business days. We cannot conclude a claim before that period.

C) Order Delivered, but Items Missing or Damaged

  1. Open a claim within 5 days of delivery and include clear photos of both the outer packaging and the affected items.
  2. We will review internally (and with the carrier if needed) and provide a Follow-Up Date.
  3. We will provide a decision within 5 business days after the Follow-Up Date.

Important Reminders

  • Bundled coverage: Additional Return & Package Protection is offered together via Checkout+ at checkout.
  • Address accuracy: Coverage does not apply to orders with wrong or incomplete shipping information.
  • Returns: All returns are subject to our standard Return Policy for eligibility and timelines.

Need Help?

To start a return or file a delivery claim, visit our Return Portal or email care@coldcactusboutique.ca. We’re here to help make your Cold Cactus experience smooth and worry-free.