FAQ - MyLegacyOttawa

📞 Call (613) 242-7771 for Delivery l Open 7 Days a Week | 10AM – 11PM

Have questions?
We have answers!

Everything you need to know about the product and billing.

Orders & Purchases

We accept Cash and Interac E-transfers as this is a safe payment method. If you bank with Canadian credit unions or regular banks, then these are easy to do online with your institution. All of the payment information that you require to make an E-transfer will be found on your invoice. We will only ship orders once payment has been confirmed.

Follow the instructions at checkout and complete payment. We will only ship orders once payment has been confirmed.

How do I send an Interac E-transfer

Sending Interac E-Transfers with your online banking or credit union is very safe to use. It will only take a few minutes or less!

1. Sign into your Online Banking and select “E-Transfer”

2.Add us as an Interac E-Transfer Recipient:

The name & email address used to add us as a recipient can be found on your invoice.

3. Please make your Security Question as “Greatest place on earth” and your Security Answer as “Canada”

4. Please reference your order number in the message box

You can also find more information regarding how to send an E-transfer payment here: https://www.youtube.com/watch?v=7xEIgj5_dTc Some additional videos to help with E-transfers from specific banks:https://www.youtube.com/watch?v=ttANawW4tPE&feature=youtu.be&t=85https://www.youtube.com/watch?v=X8eIH_KDiz4https://www.youtube.com/watch?v=5fYtVpkuHJA

What happens once my payment is sent to you?

Once the payment is sent, it may take a few hours for us to receive and then

deposit the payment (during business hours). If payment is sent during non-business hours, we will accept your payment the following business day. When your payment has been received by us, we will notify you by email. And we will send you a tracking number by email once the order is ready to ship out.

Once payment has been deposited, your order will be processed. Please note any payments deposited after 10:30PM (PST) will be shipped out the next business day (although we will extend this cut off time internally as far as possible). We recommend that you send payment the day before you want us to ship your package.

What happens to my order if I dont send you a payment?

Once the order is placed, the next step is to send your payment to us. We keep the order on hold until the payment is received. If there’s no payment after one day, then the order is cancelled.

Payments & Fees

Where is my order?

For updates about your order, you can call or send a text message to 613-242-7771

Why was my order canceled?

Canceling your order is the last thing we want to do but some situations come up where cancellation is the best option to save you time and money. If your order is canceled, you won’t be charged. Find more information about auth holds.

The most common reasons an order might be canceled are:

Limits on available quantities
The item is out of stock
Price or other listing errors
Additional information is needed by our Credit and Fraud Avoidance department
Unavailable carrier or shipping method
Using an older browser or app version which is no longer supported

We will send you an email if any part of your order is canceled or if we need more information to process your order.

How do I sign up?

Visit our registration page here: https://mylegacyottawa.com/my-account/

Register for an account and follow the prompts as indicated.
Submit proper identification to verify@mylegacyottawa.com.
Wait for approval (Usually within 24 hours).
Once approved, you will receive 500 bonus points ($25) credit to spend on our shop!

How do I place an order through My Legacy Ottawa?

We make it super easy to order from us!

Start by filling out our simple registration form here
Browse our premium selection from Canada’s top producers on this website and add items to your cart
Check out and pay using Cash or Interac e-Transfer
You should receive an email to confirm we got your order and if not you can send us a text or email!

If anything is sold out you can sign up for our newsletter!

Return & Exchange

If you believe that you have a defective product please contact us with a picture or video that demonstrates the issue with the item within 48 hours of receiving your order so that our team can help!

Can I contact customer support?

Yes! You can reach us on our phone number by text or on our Instagram. Our phone number is 613-242-7771.

Can I order outside of Canada?

We’re sorry! Unfortunately, we can only ship within the Ottawa and Gatineau region.

When does my order ship out?

If we deposit your payment by our 9 am (EST) cut off time, your order will be shipped the same business day. If we deposit your payment after 9 am (EST), your order will be shipped the next business day. We recommend that you send payment the day before you want us to ship your package (payments are processed in the order that they are received). It is our intention to ship as many packages as we can on any given day, therefore our cut off time may be extended internally past 9 am.

Can I cancel, edit, or add to my order?

Yes, If you want to edit or add to your order, you’ll need to create a new order with us. We will then go ahead and cancel the old order (if it is has not been paid for already). Call or text us for any questions about this.

How can I refer a friend?

You can do this with the Your Referral URL found in your account. Just share the link with your friends — they will open our site via your link, and then proceed to register an account. Once your friend registers with us and has their account approved, they earn 500 points ($25).Once they make their first purchase with us, you get a $25 coupon voucher by email. Contact Customer Support if you do not receive a coupon to your email for any referrals (please kindly confirm your friend’s order number and email address when submitting the request).

How does your points system work?

For each $1 you spend with us, you get 1 point. For every 20 points that you accumulate you’ll earn a $1 discount which you can apply to any future orders with us. You can redeem your points on the ‘cart’ or the ‘checkout’ page. Please note, points are not earned on shipping costs.

20 points = $1.00

100 points = $5.00

1000 points = $50.00

How do I earn more points

There are a few ways to collect more points:

Firstly, if you do a product review on our site, you’ll earn 10 points per review (you can only do a review on items that you have specifically purchased).
On our Instagram, there is a weekly promotion called Toker’s Tuesday which gives you the chance to win 420 points if you post a photo of your recent order and tag us!
If you like our Facebook page you will earn 50 points and if you write us a review on Facebook you will earn 100 points!
Last but not least, you can earn a whopping 500 points for referring your friends.

There is something wrong with my order.

We will work quickly to help you resolve any issues you may have. Please provide the following details when contacting us:

The order number
The name of the defective product
Details outlining the issue

Once we have these details we will do our best to help you resolve the issue. If you believe that you have a defective product please contact us with a picture or video that demonstrates the issue with the item within 48 hours of receiving your order so that our team can help! Please note that we only issue refunds in the form of points (store credit). Our team may deny claims that are not supported by a video demonstrating the problem.

Shipping & Tracking

Is there free shipping?

The shipping fee is $5 for orders under 80$

How long does it take to receive an order?

We offer same day delivery, orders can take up to 4 hours to arrive after ordering.

My did not get my package, what do I do?

Insured Shipping

If you select insured shipping and you didn’t receive your package after 2 days past the expected delivery date, contact us and we will begin an investigation with Canada Post. If your package is deemed lost or un-deliverable when Canada Post conclude their investigation, you will be eligible for a full reimbursement (you can simply place another order)

Non-Insured Shipping

If you have NOT selected the “Insured Shipping” option, and you don’t get your package after two days past the expected delivery date, please contact us. We can do a trace with Canada Post. This investigation by Canada Post may take 14-21 business days. If they are able to find the package, Canada Post will re-ship it to you free of cost. If the package is deemed “unrecoverable,” refunds will not be offered.

Do you deliver to my postcode?

We offer delivery anywhere in the Ottawa – Gatineau region, if you’re unsure if we offer delivery to you, you can always send us a message or call us

Lost order

Legacy Bud assumes no responsibility for lost orders due to:

Wrong address provided by the customer (including typos or auto-correct errors)
Customer change of address / residence
Theft after delivery
Package being rejected upon delivery (by doorman or other)

We no longer use a return address. Packages with incomplete/ incorrect addresses (missing unit #) will be undeliverable by Canada Post and not returned to us. No refunds or replacements will be given for this mistake. PLEASE MAKE SURE YOU ENTER IN YOUR CORRECT ADDRESS. Contact us immediately for corrections before paying.

Returns & Refunds

Can I get a refund?

If you believe that you have a defective product please contact us with a picture or video that demonstrates the issue with the item within 48 hours of receiving your order so that our team can help!

We will make sure you have a working product always. Please note that we only issue refunds in the form of points (store credit). Our team may deny claims that are not supported by a video demonstrating the problem. Returns are evaluated on a case-by-case basis. All merchandise sales are FINAL, with no exceptions.

Why was my order cancelled?

Your full legal name is required and must match the payment method. If initials or a fake name is used, our system will automatically cancel and refund the order. Refunds may take up to 5 business days.

If your order is under 30$ worth of products we might also cancel the order since we have a minimum of 30$ worth of products for an order.

Can I return or exchange products received?

If there is a defective product or a product was packaged incorrectly, we will assess returns on a case-by-case basis.

Have questions? We have answers!