Welcome To Ganja Gorillaz Frequently asked Questions

Where are we located?

Edmonton, Alberta Canada

How do you Contact us?

Email us at OfficialGanjaGorillaz@gmail.com

Please allow up to 24hrs for email response.

Are all your products custom made?

Yes, each product is custom made for each order.

All designs are created by us and our wonderful team.

We strive to be different, unique and colorful.

Each product we carry is carefully selected to maintain top quality for our customers.

How can I find out my size?

When shopping online, it’s always a good idea to know what size you are. To find out your size in our products, scroll down on the product page and our size chart and information on how to measure yourself is all right there for you.

What can I do if I ordered the wrong size?

Unfortunately, we do not exchange or refund orders due to customer error. You would have to replace the order for this product (s) at your own expense.

Refer to our Return Policies for further information regarding returns.

How do I know where my online order is?

We know you’re excited to receive your order, so we’ve made this easy to track your order.

Once your order had been shipped, you will receive tracking information by email. You can then track your package along the way. Don’t worry if your tracking number doesn’t show up immediately – there’s sometimes up to 48 hour delay between when we ship your package and Couriers update their site. Just try again later. If you haven’t received your information after 72 hours, please let us know by emailing us at OfficialGanjaGorillaz@gmail.com with your order number as well as a brief description on the problem.

How long will it take to receive my order? 

Please see our Shipping Policy page for our shipping times and methods. 

What should I do if it’s past the estimated delivery time and I still haven’t received my order?

If your order estimated delivery time has passed and you still haven’t received it, here’s what you do:

  1. Wait a day or two. Shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, it’s not a guarantee.
  2. Get in touch with our customer support team. Let us know about your delayed shipment and we’ll check the latest delivery estimates to your location. We may ask you to wait a few more days to receive the order. Email us at OfficialGanjaGorillaz@gmail.com

What if my order is lost in the mail?

For packages lost in transit, All claims must be submitted No later than 4 weeks after the estimated delivery date. But no worries! We will cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming with you or your customer that the shipping address was correct. It would also be good to double check that you or your customer got in touch with the local post office or courier to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you or your customer thinks they haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to at your expense.

Please see our Return Policy page for our shipping times and methods.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an Undeliverable Address. Other instances include the package being unclaimed at customs or refused/returned by you or your customer. You will receive a notice once the order arrives back to our facility.

We would advise you to contact us on how you would like to proceed. Weather it’s updating an address or shipping to another for the product (s) to be reshipped.

New shipping charges will be applied for the orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided. These charges for reshipment (unless deemed our fault) will the customers responsibility.

If package is returned back from Carrier due to damage to package. Our facility will reship the product back to you free of charge.

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods with your order number and brief description to OfficialGanjaGorillaz@gmail.com , and then we’ll gladly send a replacement at no cost to you.

Why do I have a refund on my credit card, when my order wasn’t canceled?

Like many retailers, our transactions are made in 2 steps: 1st the pre-authorization and 2nd the payment is captured once your order ships. What you see on your credit card is simply the pre-authorization hold. After a few days the hold is released, so it looks like a refund, but don't worry it's not. When your order ships, you'll receive an email confirmation.

Do I need to place another order if I see a refund on my credit card? 

No you do not. Your order is being processed, and you’ll receive an email confirmation once it ships. Please do not place a duplicate order.

Do I need to authorize a new payment? 

No you do not. Your order will be charged to your credit card once it ships.

How long will it take for customer service to get back to me? 

If you have questions, email us at OfficialGanjaGorillaz@gmail.com and a team member will reach out to you within 24 hours’ time

What types of payment do you accept? 

We accept a wide variety of payment methods on our website. Like Visa, MasterCard, American Express, PayPal, Google Pay and more. As well as express check out.

How do I purchase a gift card?

Currently unavailable till further notice. Stay tuned, will be available soon.

What are Gorilla Rewards?

Gorilla rewards subscription gives you even more rewards, convenience and inspiration with our products, which you have been eyeing up.

How do I sign up for Gorilla Rewards?

Create an account by going to the Gorilla Rewards button at the bottom right of the page, follow the steps and start collecting today.

How do I earn points?

Well, glad you asked how you earn points. Here are the ways you can:

            Sign Up – Earns you 200 Gorilla Points

            Place an Order – Earns you 5 Gorilla Points for every $1 spent

            Celebrate a Birthday – Earns you 400 Gorilla Points

Referrals – Give your friend (s) a reward and claim your own when they make a purchase.

            -You would get - $6 off coupon

            -Your friend (s) would get - $6 off coupon

How do I redeem my points?

Here is how to turn your points into a reward. First you will need to log into your account. Click on the rewards panel to All Rewards and redeem you coupon according to your points collected.          

 

If you have enough points, there will be a Redeem button. See below

If you don’t have enough points to redeem, you will see a progress bar on the right, next to the reward name.

How do I apply the coupon at checkout?

Upon clicking redeem, you will be taken to a page that shows the coupon code with a button to Apply code which will automatically apply that coupon code to the checkout. So need to worry about that.

How do I know how many points I have?

You will need to log into your account and upon signing your points total will be at the top of the page.

How do I apply a promotional code?

Upon check out, there is a box where you will enter your promo code. If you have forgotten this step, you are able to enter this code at payment step. Code will then be applied before credit card payment. It will also recalculate pricing at this time.

How do you check out?

You can either click the Buy it now button or go to the Shopping Cart at the top of the screen. Follow the steps as you proceed to checkout.

Do I need to sign up before purchasing product (s) from your site?

No, you have the option to sign out as a guest or sign in. Benefits of signing up are you will be collecting points with every purchase, which for most spells “Savings on those items you really love and want.”