Questions & Answers

Ordering is quick and easy :

Follow this simple steps to complete your order.

1. Click Register and create an account with us on the top right corner
2. Locate the Products page
3. Choose a product, choose your quantity and “Add to cart”
4. Click the “CART” or “VIEW THE CART” when you are done and review your order.
5. Remove items by clicking the “X” button. Add/reduce quantities by clicking the “+” and “–” buttons beside a product. Click “UPDATE CART“.
6. Click “PROCEED TO CHECKOUT” when ready.
7. Review your billing details, shipping details and order details.
8. Choose “PLACE ORDER” when you are done
9. Check your email for a confirmation letter and next steps to issue an E-Transfer.
10. Send your E-Transfer and congratulations! You’ve placed your order.
11. Allow us 24 hours to process your order and expect delivery in 2-3 business days.

Cancel order ?

All orders that have been paid for cannot be cancelled. If an order has been placed and payment has not been sent, our system will automatically cancel this within 72 hours.

Can I make changes to my order after the order has been placed?

For small changes please email [email protected] and our supervisors will assist you. For major changes to the order, please disregard the existing order and place a new one. If payment has been sent and accepted before cancellation no changes can be made.

How do I set up an account?

Simply Click the Register button on the top right corner or Click Here
Register your email and password (Change display name under > my account once logged in, if you’d like to display an alias)
Update your personal information and shipping address
You’re all set !

Why does my order say on-hold?

All orders that have not been paid for are placed on hold. After sending payment, allow 24 hours for payments to be processed and up to 48 hours on weekends & holidays. Once payment has been accepted, orders will be updated to processing and an email should follow shortly that payment has been accepted.

Can I talk to a customer service rep?

For most circumstances we do not take phone calls unless specifically requested. Our customer service representatives are here to help you via email and live chat.

What happens when my product is out of stock ?

f you would not like your product substituted without your consent, please click the contact for out of stock checkbox when completing your purchase.

*Note*
Order may be delayed due to response times. Please be aware we do not issue refunds, only store credit.

What safety and security is offered with my order?

Your order will be handled with care and sealed properly to protect your purchase and privacy.

We offer discreet shipping with packages arriving in nondescript boxes with no markers of what is inside. Also, all products are double vacuumed sealed to ensure the package is smell proof.

Can I order products outside of Canada?

We currently only ship within Canada.

Can I return products?

No, unfortunately, we do not allow product returns. All items purchased are Final Sale. We highly recommend smaller purchases to as a start before committing to bigger purchases. Trying things like our 3.5 gram packs is a great way to start!

*Note*
Products may differ from batch to batch, not all products will be the exact same when back in stock*

When does my package get shipped?

Orders paid before 11:00AM (PST) will ship the same business day. Any orders paid for after 11:00AM (PST) will be shipped the following business day (excluding weekends & holidays)

Where is my tracking and why has my order not been shipped?

For payments sent prior to our 11:00AM cut-off, tracking numbers will be sent by 6:00PM (PST). If you missed our cut-off, tracking numbers will be sent by 6:00PM(PST) the following business day (in some cases, tracking may be in your spam folder).

How does Purolator Shipping Work?

Shipped package to wrong address?

If a package has been delivered to the wrong address due to customer error. Please update your shipping address immediately and notify one of our members right away. We do not cover any lost packages delivered to the wrong address due to customer negligence. We cannot ship packages to the correct address until we receive the package back and Re-Shipment fees will be $20 per parcel.

What happens if my package does not arrive?

Our policy covers 100% of any package that is undeliverable/lost while in transit or up to $1000 or 50% of parcel depending on the value. No refunds, replacements will be in the form of products or credit. Lost packages that state Delivered are only covered up to $100. If your package has not arrived yet, please give it an extra 2 business days before we start an investigation.
Packages are not considered lost/stolen until the delivery service confirms it is missing which can take approximately 5-7 business days.

Purchasers from Nunavut, Northern Quebec, Yukon, Northwest Territories, Northern Ontario, Norway House and Tadoule Lake in Manitoba will not be covered due to the higher risk of theft and lost packages. Please purchase under your own risk.

P.O Boxes
Packages shipped to P.O Boxes will only be covered up to $100. Remote areas which only have P.O Boxes as a recipient address is at higher risk for seized/lost packages

*Replacement Packages if lost/stolen a second time do not get replaced*

Canada Post says delivered but I have not received my parcel

There could be one of two scenarios here:

The postal worker delivered the package to a wrong mailbox
The postal worker scanned the package as “successfully delivered,” but it’s actually delivered the next business day.

Canada Post says:
“When our Track tool indicates that a letter or parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location. Also, check with everyone in the household as another member of the house may have received or retrieved the item. If a signature is shown on Track, see if it matches anyone in the household who may have signed for the item, as we deliver to the address and not to the name on the item.”
Note: In rare cases, a delivery scan is entered into our system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take between 5-7 business days 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 cover up to $100 as delivered packages are assumed delivered as stated.

Package hasn’t been scanned in multiple days

Most people get their package on time or a day later. In many cases, the tracking isn’t updated due to missing a scan which is a common occurrence. If you don’t receive it 2 days after the expected delivery date, contact us and we will do a trace with the post office.

Shipping to Nunavut, Northern Quebec, Northern Ontario, Northwest Territories and Yukon

Due to higher % of postal thefts when shipping to Northern Quebec, Northern Ontario, Yukon, Northwest Territories and Nunavut. We cannot offer any delivery guarantees if you live in these areas and you will be ordering at your own risk. This means you will not receive a replacement package or refund if your package is lost or stolen.

Have you received my payment?

Allow 24 hours for payments to be processed and up to 48 hours on weekends & holidays. Be sure to double check you sent payment to the correct email address by logging into your online banking. If you are still looking for assurance that we have received your payment, feel free to contact [email protected] with the following information:

First Name and Last Name under the bank account payment is coming from and the BANKING email address.

Be sure to follow instructions carefully. Even if you’ve sent it to the wrong email, rest assured your money won’t be lost in the cyber world!

What payment methods do you accept?

We only accept Interac E-Transfer and Bitcoin payments. We also offer step by step instructions on how to send an E-Transfer once you place your order.

What happens after I send my E-Transfer payment?

The order will be on-hold and changed to processed once our payment team accepts your payment. You will receive a friendly email confirming we have received your payment. Please allow 24 – 36 hours for us to process your payment. All orders that do not send payment are automatically cancelled after 72 hours.

How do I pay using Bitcoin?

Before completing your order, you’ll see at the bottom of the page an option to pay with bitcoin, please select that method and follow the instructions as prompted.

How do I send an E-Transfer payment?

Use your online banking or credit union to send an E-Transfer to us. It only takes a few minutes to do this and it’s safe.
We provide instructions on who to send the E-Transfer to and what to put as your secret answer with your order receipt once you’ve placed an order. This information also appears on the page after checkout.