FAQ

PRODUCT/WEBSITE

Who is eligible to purchase on the site?

Please review our ‘Conditions of Use‘ at the bottom of the page for full information. You should be a medical patient that resides in Canada and be over 19 years of age. There are absolutely no exceptions to this rule. We may request your ID before completing your order, so please be sure to keep an eye on your e-mail in case we do request it.

How can I trust you?

We have spent many years building our name in the local industry to ensure all medical patients have access to medicine when they need it. We understand the needs of our clients that have had issues in the past dealing with their local dispensaries, and we believe patients shouldn’t be forced to buy their medicine illegally on the street without knowing what they are purchasing. We provide safe access to medicine at any time, and with our future reputation on the line we strive to complete every order with the utmost care and attention to keep you coming back. Our goal is not the quick sale, but to have you as a customer for life.

Am I allowed to pick up my order?

No. Due to the complexity of our website delivery system we can only ship direct-to-door. We only ship via Canada Post.

Can I place larger orders than listed on your site?

Yes! Contact us at [email protected] and let us know what you’re interested in.

What payment methods do you accept?

We accept Bitcoin and e-Transfer.

How are your products packaged and shipped?

All our products are vacuum sealed and shipped in an unmarked plain box. Check out our unboxing video below!

 

(Vid Cred: @philtetu)

I have a problem with my product, help!

Please contact us right away at [email protected] or you can connect with us on our live chat. All emails are answered in a timely manner, and usually within 1 hour. We will do everything in our power to make sure your issue gets resolved to your satisfaction. PLEASE NOTE: If there is an issue with your product we may require you to send the defective product back. Contact us and we’ll work together to sort things out.

My shatter turned to wax/budder, now what?

Please be advised that due to circumstances that are out of our control – such as summer heat, humidity and even time – There is always a risk that the shatter you ordered could turn to wax/budder by the time you receive it. Unfortunately, shatter turning to wax/budder is not uncommon when exposed to heat but it does not make your shatter any less safe, nor does it impact the potency. In fact, the terpenes and aromatics will be more robust if this happens and most people report increased flavour. We do not offer any reimbursement or refunds if your shatter turns to wax/budder.

What happens to my order if I don’t send you payment?

Once the order is placed, the next step is to send your e-Transfer or Bitcoin to us. We keep your order on hold until the payment is received. If no payment is received via e-Transfer after 12 hours, then the order is cancelled. If no payment is received via Bitcoin while the payment dialogue box is active, the order will be cancelled.

What occurs once my E-transfer is sent to you?

Once the e-Transfer is sent, it may take up to 24 hours to complete and for us to receive it from your bank. Once the e-Transfer is received by us, we notify you by email and will send you a tracking number once the order has been packaged and you’ve received an email saying that it’s been ‘Completed’. We process every e-Transfer manually, so don’t worry if it doesn’t go through right away! We will let you know if there are any issues.

What occurs once my Bitcoin is sent to you?

Our Bitcoin system is automatic – Once the order is placed a dialogue box pops up asking you to complete payment. Once the exact amount is paid your order moves to “On Hold”. Around 30-45 minutes later once the payment miners have confirmed your transaction it will move to “Processing” at which time you will receive an email telling you we are processing your order. You will get a follow-up email 1-24 hours later with your tracking number and order completion email.

What is Bid on Bud?

Bid on Bud is an exciting upcoming recurring promotional event, which will offer some super high-end products! Stay tuned for more details!

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. If you have already opened it, please provide as many detailed photos as you can, and please clearly explain what product is missing.
Send all photos and descriptions to [email protected]

SHIPPING/CANADAPOST

How do you package my shipment?

First, we vacuum seal all our smelly products, which are then placed in another bag for maximum odor/freshness protection.  We then put this all into a plain box with no external markings.

My tracking number doesn’t seem to work?

We will email you your tracking number before it’s 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, please email [email protected] or feel free to contact our live chat anytime and we will be happy to look into it for you.

How long will we have to wait for our product to arrive?

It depends on your location. All items are sent via Xpresspost from British Columbia, Canada. Typically, packages arrive within 2-4 business days to major cities, and 4-5 days in rural areas. We do offer Priority Shipping at an additional cost, which means your package will typically arrive in 1-2 days to major cities, and 3-4 days in rural areas. Once your order is packaged and processed, you will be provided with a tracking number where you can track your package on www.canadapost.ca
As these are only estimates, we do not refund or compensate for a late shipment – Once we get your package to Canada Post, it is in their hands. 

Do you ship outside of Canada?

Under no circumstances can we ship outside of Canada.

What happens if I don’t get my package?

If you do not get your package 2 days after the expected arrival date, please let us know and we will file a claim with Canada Post. Once a claim is filed, Canada Post will conduct an investigation – Which can take 5 business days or more to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will offer you a reimbursement code for up to $125. We do not offer postage refunds if your order arrives late, as these are not under our control.

Canadapost says ||Successfully delivered || but I have not received my order , now what?

Here are 2 likely scenarios:

  • a) the postal worker put it in the wrong mailbox, or
  • b) the postal worker will scan in all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering it.

If you do not get your package 2 days after the delivery date shown on your Tracking Page, let us know and we will file a claim with the post office. Once a claim is filed, Canada Post will conduct an investigation – Which can take 5 business days or more to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will offer you a reimbursement code for up to $125. We do not offer postage refunds if your order arrives late, as these are not under our control.

So you opened a claim with Canada Post – Now what?

Once we open a claim with Canada Post, the investigation involves contacting the addresseer to better understand how they receive their mail and to see if the receiver has done their due diligence to acquire their package, such as:

Checking with their front desk, security or mail room at the receiving address to see if someone else may have 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.

My package is going to the wrong destination, now what?

If you’re tracking your package on the Canada Post website and it looks like it’s headed to the wrong city, it’s most likely due to human error at Canada Post. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days. Contact us and we’ll open a claim.

Shipping to NUNAVUT or NORTHERN QUEBEC **Important

Unfortunately thefts to these areas are very high. We will try to accommodate any lost or stolen packages to these areas – However, please note that you will be shipping at your own risk to these areas and we will not be held responsible for items sent to these areas. This means typically you will not receive a refund or replacement if your package is lost or stolen from Canada Post in these areas.

What happens if my package gets ‘Returned to Sender’?

In the event the address you provided was entered incorrectly, or a package wasn’t picked up in the allotted time at the post office then your shipment will be updated to this status. We cannot change the shipment for re-delivery once it’s on it’s way back. As we do not use our real address on the package, for security reasons, we cannot reclaim the product once its been returned and so we cannot reimburse for this.

Do you ship with “signature required” option?

Yes, you can select ‘Signature Required’ at checkout for an additional $1.50. Please also request a “signature required” if there is a possibility of theft. We also reserve the right to require this on any shipment at our discretion.

When does my order ship out?

All orders and payments received by 9 AM PST will be shipped same day. If your payment is after 9 AM PST your order will be shipped the following business day. If you order during the weekend, your order will be confirmed prior or on Monday morning at which time on Monday you’ll receive confirmation and your tracking number.

Is tax included in the price?

Yes, we claim taxes, and CRA loves them. At the checkout the price includes tax, 5% GST and 7% PST on all orders to BC. 15% HST in New Brunswick, Newfoundland and Labrador, Nova Scotia, PEI. 13% HST to Ontario. 8% RST + 5% GST to Manitoba. 9.975% QST + 5% GST to Quebec. 6% PST + 5% GST to Saskatchewan. 5% GST to Alberta.

What are the shipping fees?

On orders up to $200 we charge $20. For anything over $200, Xpresspost shipping is FREE. We ship all our orders Via Xpresspost. If you would like Priority shipping, it is available for orders up to $200 for $45, and for orders over $200 for $30.

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