LoginQuick Answers to Common Questions
Everything you need to know before you shop.
Ordering
How do I place an order?
Step 1. Register
Click The Register Button and Create an account.
Step 2. Checkout
Add Products to Cart and Proceed to Checkout.
Step 3. Verify
Verify Shipping Address, Ages 19+, Special Notes & Shipping Signature If Required(Recommended).
Step 4. Payment
Choose Method Of Payment (Interac-e transfer & Bitcoin-Only) Place Order & Follow Payment Instructions As Listed.
Step 5. Shipping
Allow 1-3 Business Days for Major Cities & 3 – 4 Business Days For Urban Areas Via Canada Post.
Can I cancel my 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.
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.
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 2-gram purchases or our sample packs is a great way to start!
*Note*
Products differ from batch to batch, not all products will be the exact same when back in stock*
What happens when my product is out of stock?
If 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 are your shipping cost?
We have a $22 minimum order which includes free shipping via Canada Xpress Post (2-3 business days). We also offer Purolator Weekend and Purolator Next Day for $50.
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.
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! 🙂
Shipping/Canada Post
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?
Purolator Next Day Shipping is eligible for most major cities and payments need be sent by 10:30 AM PST to be shipped the same business day.
Purolator Weekend Shipping Must Be Sent By Friday 10:30 AM for an ETA of Saturday.
*Note* Purolator does not ship to PO Boxes and for NB, NL, NS and Rural Areas wait times can be 2-3 business day.
Estimated Delivery Times are available in the link below (Our Postal Code is V6M3B5) https://eshiponline.purolator.com/ShipOnline/Estimates/Estimate.aspx
Shipped package to wrong address?
If a package has been delivered to the wrong address due to customer error, we cannot fix this problem. Please update your shipping address immediately and notify one of our members right away, if the payment has already been sent for the order, even if we change the address, it will not be updated in time. We do not cover any lost packages and all packages returned to sender due to customer negligence are automatically deemed lost. The rare chance that we do get the parcel back, the customer will have to send a $80 Reshipment fee.
What happens if my package does not arrive?
Our policy covers a 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 not covered as Delivered means the customer has received it. 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. We recommend a new address if you suspect any theft or mischief happening during transit as we do not cover a covered package twice.
Purchasers will only be covered up to 25% of the parcel value. Due to the higher risk of theft and lost packages, Nunavut, Northern Quebec, Yukon, Northwest Territories, Northern Ontario, Northern Manitoba & Populations of <5000 will not be covered. Please purchase at your own risk
We do not cover packages that have been seized and received a letter of seizure!
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 We do not cover parcels that have been seized by Canada Post.
*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.
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. There is no coverage for any packages that state delivered. At this point there is a very good chance of theft either from someone around you. We do not cover parcels that have been seized by Canada Post.
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.
points & reward system
How do I earn and redeem points?
For each $1 you spend with us, you receive 1 point. For every 100 points you’ve accumulates a 0.50 discount which you can apply in our check out section.
(Ex. 1000 points = $5 discount)
payment
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.
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 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 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.