FAQ

FREQUENTLY ASKED QUESTIONS:

Do I pay in US Dollar or Canadian Dollar?

Dank Donkey Souvenirs is a Canada based company and we will charge you only in CAN (Canadian Dollar). Any further charge incurred will be a bank currency conversion fee that your bank will charge you to exchange this into your domestic currency. 

What are the Postage Charges?

In Canada, there is an additional flat rate of $20 shipping fee for all purchases

In USA, there will be an additional flat rate of $20 to any US orders. Delivery Instructions Orders will be prepared and dispatched as soon as your payment has been received and banked. Your goods will be delivered to the address provided on the order form. We must have your full name, address, email and telephone number. If any of this information is not complete your order can or will be cancelled.

Payment do you use?

We accept credit cards, PayPal and e-transfer. Once we receive payment we will check that the payable amount is correct before processing the order. Please remember to include delivery costs, as it can hold up your shipment.

Delivery Information:

If your parcel is confirmed as delivered by the mail service however you claim to have not received it, you must take this up with the mail service including your mail person to obtain further information where the parcel was delivered to or left at your property. Our guarantee is also voided if you enter an incorrect delivery name (not the name on the mailbox) or address, as it is your responsibility to ensure we have the correct information to ship your parcel to. 99% of parcels arrive to your door however if your parcel requires collecting from the mail service then this is your responsibility to collect it. We do ask that you please double check all information before submitting because once it is submitted, we might not be able to change it before dispatch.

When will I Receive my Order(s)?

Goods in stock will be dispatched every day during business working days. General time for delivery inside of Canada is 5-7 business days unless it’s a weekend or holiday. (expect a 2 weeks turn around during such busy times.)

Goods being shipped outside of Canada should be with you in 10-21 business days. If goods do not arrive within 21 days please notify us immediately . Please note: we cannot guarantee international deliveries unless you opt for international signed for delivery, as we have no means of tracking standard parcels internationally. However, we do provide proof of postage certificate on standard deliveries.

How Soon after my order is paid for is it shipped?

Generally within 24-48 hours. If there is a pre-sale then it will take longer but a proper time frame will be expressed to you.

What will my parcel look like?

Just like any standard priority service parcel in the postal system, the only text that will be displayed on the parcel is your name and delivery address along with a return address that is NOT listed as Dank Donkey Souvenirs, nor does this address appear on the website.

What if my order is placed on hold? If your order is placed on hold it is because we are waiting on a pre-order drop, payment or are waiting for you to contact us regarding your order.

Once I have ordered, how do I obtain my tracking number?

If you place an order online, you will automatically receive an e-mail to confirm receipt of your order. You will receive an e-mail shortly after, notifying you of your tracking number (only if requested), and that the order is being processed. Orders are normally processed between 10 am and 5.30 pm Monday, Wednesday, and Friday PST time. (Unless it is a Holiday then it will be processed the following day.)

What Carrier is used?

This is generally your local/national mail services / regular postal services. If you do not receive your goods within 21 working days, then please contact us. Once you have done so, we will make enquiries to try and track down your parcel into with the relevant postal service. If we are unsuccessful then we cannot be held responsible for the mail service and your quarrel is with them. 

Please keep all packaging and breeders packs that your order arrives in, in case there is a problem with your shipment. We urge that you do this so we can help rectify the issue.