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How Do I Know if You're Legit?
With our extensive experience in the cannabis world, we've ensured all medical patients have access to the remedies they need, when they need them. This said, we provide safe access to patients' medicine at any time, and with our future reputation on the line, we strive to complete every order with the highest standards of care and attention to keep you coming back.
Am I Allowed to Pick Up My Order?
Unfortunately, no. We only ship our orders directly to your specified address.
Can I Place Larger Orders than Listed on Your Site?
If you desire a larger quantity, you may want to consider placing multiple orders. If you have any additional questions, feel free to reach out to us.
Is There Any Warranty on My Vape Pen or Refill?
We cover any manufacturer defects and malfunctions up to 30 days after the initial purchase. If you have an issue with your vape pen or refill cartridge, reach out to us through our contact page with your order number, and let us know of the issue in as much detail as you can.
We will ask you to send us a picture of the problem and attempt to troubleshoot it remotely. If it cannot be fixed, we'll coordinate either a replacement or coupon code, depending on the situation.
What Payment Methods Do You Accept?
We currently accept INTERAC e-Transfer and all major credit cards.
What Happens Once My Payment is Sent to You?
Once your payment is sent, it may take up to 24 hours to complete and for us to receive it from your bank. Once the payment is received by us, we will notify you by email. You will be sent a tracking number once the order has been shipped to you.
What Happens to My Order if I Don't Send You the Payment?
Once the order is placed, the next step is to send your payment to us. We keep your order on hold until the payment is received. If we don't receive your payment after 24 hours, then we will cancel the order.
How Are Your Products Packaged and Shipped?
All our products are vacuum sealed and shipped in an unmarked plain box. All orders with a value of $300+ are automatically upgraded to our "Signature Required" shipping option at no extra charge.
I'm Having an Issue with My Product, What Can I Do?
Please contact our Customer Support team, and they will be happy to assist. All Customer Support emails are answered by our team typically within 24 hours. We will do everything in our power to make sure you get what you need and want and will rectify any situation in a timely manner.
My Order is Missing Something. Now What?
Please do not unwrap your items and visually inspect if you are missing anything before your package is opened. We will require a picture of your unopened interior packaging and products, as well as your exterior package. Please know if you break the seals on our packaging, the product will be considered fully delivered regardless of the situation.
Do You Ship Outside of Canada?
Unfortunately, we do not provide shipping services outside of Canada.
How Long Do I Have to Wait for My Product to Arrive?
The duration of your delivery greatly depends on where you're located. All items are sent via Xpresspost from the British Columbia area. Typically, packages arrive within 2-3 business days and 5-8 business days in rural areas.
Once your order is placed and payment has been received, you will receive a tracking number where you can track your package on Canada Post. As these are only estimates, we do not refund or compensate for a late shipment. All orders with a value of $300+ are automatically upgraded to our "Signature Required" shipping option at no extra charge.
What Happens if I Don't Receive My Package?
If you do not receive your package within 2 days after the expected arrival date, please contact our Customer Support team. We will be happy to have a more detailed look at its shipping status. Please note we do not offer postage refunds if your order arrives late due to any postal issues.
If your order is returned to sender due to an incorrectly entered address, we will resend it to you for a fee of $22 CAD.
Tracking says 'Delivered', but I haven't received anything. What Can I Do?
Here are 2 likely scenarios:
The postal worker put it in the wrong mailbox, or
What often happens is that a postal worker will scan in all the packages saying they were "successfully delivered" and then spend that day and/or the next day delivering them.
If you do not get your package 2 days after the expected arrival date, please contact our Customer Support team, and we will be happy to have a more detailed look at its shipping status. We do not offer postage refunds if your order arrives late due to any postal issues.
If your order is returned to sender due to an incorrectly entered address, we will resend it to you for a fee of $22 CAD. All orders with a value of $300+ are automatically upgraded to our "Signature Required" shipping option at no extra charge.
The Canadian Postal Service is also able to contact the addressee to confirm delivery or to better understand how they receive their mail and, as applicable, if they checked:
With the front desk, security, or mailroom at the receiving address to see if someone else accepted the item on their behalf.
Their Community Mail Box for the item or parcel compartment key.
Around their property to see if the item was left in a safe location or in a mailbox attached to their home.
In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, reply to this email indicating the item has been received.
My Package is Going to the Wrong Destination, What Can I Do?
If you're tracking your package and it looks like it's headed to the wrong city, it's most likely due to human error in the postal system. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system, and they are misentered by a single digit/letter, which can cause a routing error and subsequent delay of 1-2 days.
My Tracking Number Doesn't Seem to Work, Now What?
We will email you your tracking number before it's scanned in at the post office. Until it has been scanned in, your tracking number will not be trackable via the website. Please wait until the end of the day, and your tracking number should appear correctly. If it does not, please contact our Customer Support team or feel free to contact our live chat anytime, and we will be happy to look into it for you.
When Does My Order Ship Out?
All orders and payments received by 9 AM PST will be shipped by the end of the following business day. If your order is confirmed after 9 AM PST, your order will be shipped within two business days. If you order during the weekend, your order will likely be confirmed prior to or on Monday morning. Once confirmed, you will receive a shipping confirmation and your tracking number by the end of the following business day.
What Are the Shipping Fees?
Shipping fees vary by region. For an accurate estimate, use our "Calculate Shipping" tool in your cart. For all orders over $149, Xpresspost shipping is free. We ship all our orders via Xpresspost, but if you would like to upgrade to "Priority Shipping," you can do so at checkout.
All orders with a value of $300+ are automatically upgraded to our "Signature Required" shipping option at no extra charge.
Still have a question? Contact our team.
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