Frequently Asked Questions
Please read our FAQ before sending us a message. If you still have any question, please send us a message through our Contact page here 🙂
Ordering
If for any reason, you are dissatisfied with a product you receive from Fly High Supply, you may return the product for credit. Please contact our Customer Service Department for a returned goods authorization and shipping instructions prior to returning any products. A 20% restocking fee will be charged for products returned, unless it has an error on our part or goods are damaged. Products must be in full case quantities and returned unused and in undamaged condition. Returns must be shipped to us prepaid. We do not accept returns on items purchased more than 3 months prior to the request to return. Once the return item has been received, a credit will be issued to the store less the 20% restocking fee.
If a product is damaged or malfunctioning, you can email our customer service department. We will assess the necessary steps to take. In most cases, Fly High Supply will arrange to have the item picked up by our courier from the retailer and a replacement item will be shipped out the next day as the email is received. Delivery of any damaged cartons on a shipment should be refused. If this occurs, contact the customer service rep immediately and inform them of the delivery refusal.
Shipping
By default, the last used shipping address will be saved into to your account when you first made a purchase. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.
In the event of lost mail, we will try to locate the package through Canada Post and if there’s a clear indication that your order is indeed lost, we’ll re-send the order to you at no cost, subject to availability.
We will email your tracking number before its been scanned in at the post office. Until it has been scanned in, your tracking number will not be trackable on the Canada Post website.
Please wait till the end of day and your tracking number should appear correctly. If it does not, kindly email support@flyhighsupply.com and we will look into it.
Items are shipped on the same day of receipt of order if received before 2:00pm EST. Providing stock is available. Delivery varies between 1-9 days, depending on your location. All orders are shipped from FHS warehouse in Richmond. The approximate shipping schedule is as follows:
| Newfoundland | 3-5 Days |
| New Brunswick | 3-5 Days |
| Nova Scotia | 3-5 Days |
| Prince Edward Island | 4-6 Days |
| Quebec | 1-5 Days |
| Ontario | 3-5 Days |
| Manitoba | 3-5 Days |
| Saskatchewan | 3-5 Days |
| Alberta | 3-5 Days |
| British Columbia | 1-3 Days |
| Yukon | 7-9 Days |
| Northwest Territories | 7-9 Days |
Yes, you can visit our current pickup location the day after your order is marked complete at:
160-3031 Beckman Pl
Richmond, BC
V6X 3R2
Canada
Working days/hours:
Monday – Friday / 09:30AM – 06:00PM
Saturday / 10:00AM – 06:00PM
Sunday / CLOSED
Payments and Fees
We currently accept Visa, MasterCard, American Express, Discover, Debit and e-transfers (in Canada). For further questions, email “support@flyhighsupply.com”
Product Info
Contact our sales team at “support@flyhighsupply.com” to discuss your questions and concerns. Note that custom orders take more time to ship as they need to be created to your demands.
If you run a business, shop or service that requires a lot of product, then please contact our team at “support@flyhighsupply.com” so we can help you.