Frequently Asked Questions
Here are some of the most frequently asked questions that are here to make your life a little easier when placing your order with The Highlife Seed Bank.
Do you ship worldwide?
The Highlife Seed Bank’ ships worldwide but we ask you to check your local law before ordering, as laws differ from country to country, state to state and by ordering, you are confirming that you are ok to order our products.
Is your shipping discreet?
All of our packages are shipped very discreetly and your package may be shipped in a number of different ways, the customer’s name and address being the only info in or on the pack.
We also can ship using one of our extra descreet shipping options smoke buddys , T Shirts & bags or any other accessory we sell. - (please note their are no options at checkout just add the product you want to your basket)
I have placed my order will I receive a tracking number?
If you place an order online, you will automatically receive an e-mail to confirm receipt of your order. (If ordering over the phone, you can request it on completion of payment). You will then receive an e-mail shortly after, notifying you of your tracking number, ''if ordering over the phone, you can request it on completion of payment'' and that the order is being processed. Orders are normally processed between 9 am and 4.30 pm Monday – Friday UK time.
If you have not received your tracking number, always remember to check your junk mail folder before contacting us as e-mails do not always end up in your inbox.
How long will it take for my parcel to arrive?
Order's within the UK can take upto 3 days for delivery usually taking between 1-3 working days and are sent by Royal mail recorded signed for’ which makes them easy to track. If you are not at home when a delivery is attempted your postman will leave a slip through your door and your package will be returned to your closest main post office, waiting for collection. If you do not collect your parcel it will be returned to us and we will then contact you to confirm that your address details are correct so that we can reship if it does eventually arrive back to us.
99% of International orders are usally delivered within 3 – 10 working days, however they can take up to 21 working days, but this is quite rare. International orders are sent By Airsure , Airmail or international signed for' and most countries do not require a signature on delivery so will normally be posted through your letterbox, size permitting. If not, it will be returned to your local post room and a card left through your door, notifying you of an attempted delivery and your package is awaiting a pick up. Please collect this from the mail depot.
If your country is an Airsure country then your package can be tracked but no signuture is reqired
Please also be aware that we do send to some countries signature required and some countries without a tracking number.
I have not received my package yet.
If your parcel is an international parcel and you do not receive your goods within 21 working days, then please contact us. (It is 15 working days standard for the UK) 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.
If you choose the ‘Guaranteed’ International, we guarantee your parcel in the event of it not arriving to you, and we will reship your parcel to the original address provided that we do not receive online confirmation of the delivery of your parcel from the mail service.
Exclusions from our guarantee:
(1) 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 as to where your package was delivered to or left at your property.
(2) Our guarantee is also voided if you enter an incorrect delivery name (not the name on the mail box) or address, as it is your responsibility to ensure we have the correct information to ship your parcel to. 99% of parcels arrive through your door however if your parcel requires collecting from the mail service then this is your responsibility to collect it. We do ask that please double check all information before submitting, because once it is submitted, we might not be able to change it before dispatch.
What payment methods do you accept?
We accept all major credit/debit cards online or over the phone. Our online sales are 3D Secure, encrypted and hacker safe making it a very safe place to enter your details. All phone order payments are put through a secure terminal online and once the payment goes through, we do not hold any records of clients credit/debit card details and all other client information remains highly confidential.
If you are placing a phone order we will only be able to talk to the owner of the card when taking details for payment. This is for purely for protection of the card owner and to prevent fraudulent transactions. We will also have to ship the parcel to the card billing address.
International Gift Cards are also accepted online and over the phone should you not have a credit/debit card. With these you must enter the issuing banks details in the billing section and then your address in the delivery details. You must also call the gift card company to register the card and tell them you are purchasing overseas so they can activate it for international use. We do not accept cards that are not registered for international use if you are ordering outside of the UK.
We unfortunately can not accept money orders from the USA or canada as we cannot cash them in the UK anymore*
But we do still accept bank transfers , western union & money gram electronic money transfer.
can’t complete my order online?
You may need to double check the details you have entered. The card you are using must be registered to the billing details as this may cause your order to be rejected. Or you may have entered your card details incorrectly, so you may need to check them again. Also, you must have sufficient funds in your account to process the transaction. If you are 100% sure that you have entered all details correctly please contact us so that we can help you through the process and try taking payment over the phone.
Do you ship in breeders packs?
We ship all our seeds in their original breeder’s packs "sealed" unless you state otherwise. If you request so, we can repack the seeds for super discreet (see ‘extra discreet’ shipping options). We can send you the empty breeder packs sperately.
Can I reserve any stock?
Unfortunately we cannot reserve any stock unless a payment has been made. If you make an order and send payment through the post, we cannot guarantee you will receive the desired items as they may go out of stock by the time the money order reaches us. We do apologise for any inconvenience caused by this, but we cannot guarantee stock on orders that are made and unpaid for.
What if the item is out of stock?
On the whole, we usually have all items in stock. Should we run out of a product, (which does happen from time to time) and we can’t complete your order, we will contact you straight away, either by e-mail or by telephone. If you are happy to wait for the item to come back into stock, this usually only takes a day or two for us to reorder, restock and promptly ship your goods. If you can’t wait for your items to arrive, you can choose an alternative to replace the out of stock product, to the same value or more, "this may require an additional payment over the phone" so your order is shipped immediately and isn’t delayed any further. If there is no over product that you would like to exchange it for, we will offer you a partial refund on your order we may need to take your card details over the phone to do this.
If we have tried to contact you, but you are not available, then we may select the closest possible alternative for you, and ship this instead, but this happens rarely.
I want to place an order online but I can’t remember my password.
This is easily resolved. You can have a password sent to the email address by using the ‘forgotten password’ button at check out.
HIGHLIFE SEED BANK