Our Website & Products
Q1. Who is eligible to purchase on the site?
Please review our Terms & Conditions for full information. You should be a medical patient that resides in Canada and over 19+. There are absolutely no exceptions to this rule.
Q2. How can I trust you?
We have spent numerous years in fortifying our name in the local industry to ensure all medical patients have access to the medicine when they need it. We understand the needs of our clients that have had issues in the past dealing with dispensaries and for numerous reasons believe patients shouldn’t be left to buy their medicine illegally on the street without knowing what they are purchasing. We provide safe access to patient’s medicine at any time and with our future reputation on the line we strive to complete every order with our uttermost care and attention to keep you coming back, our goal is not for the quick sale and to have you as a customer for life.
Q3. Am I allowed to pick up my order?
No. Sorry, due to the complexity of our website delivery system we can only ship direct-to-door. We only accept payments via online money transfer and products sent via the Canadian postal system.
Q4. Can I place larger orders than listed on your site?
No. If you desire a larger quantity you may want to consider placing multiple orders or feel free to email us at [email protected].
Q5. What payment methods do you accept?
We currently accept Interac e-Transfer.
Q6. 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 notify you by email and will send you a tracking number once the order has been shipped to you. All orders with a value of $300+ are automatically upgraded to our ‘Signature Required’ shipping option at no extra charge.
Q7. How are your products packaged and shipped?
All our products are vacuumed sealed, and shipped in a unmarked plain box. All orders with a value of $300+ are automatically upgraded to our ‘Signature Required’ shipping option at no extra charge.
Q8. I have a problem with my product, what do I do?
Please contact our Customer Support team at [email protected] we can help right away. 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 matter.
Q9. What happens to my order if I don’t send you 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 no payment is received after 24 hours, then the order is cancelled.
Q10. 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 break the seals on our packaging the product will be consider fully delivered regardless of the situation.
Q11. 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 to see 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.
Shipping & Postage
Q1. How do you package my shipment?
Most people require the utmost discreet packaging that’s why we first vacuum seal all our smelly products for maximum smell/freshness protection. From there, we package your product into a normal internal outside wrapper. We then put this all into a box (or bubble envelope should we see fit) with no external markings.
Q2. 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 area. Typically, packages arrive within 2-3 business days, and 5-8 business days in rural areas. We do have Priority shipping available at an additional cost arriving typically in 1-2 business days, and 5-8 business days in rural areas. Upon successfully ordering you will be supplied 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. All orders with a value of $300+ are automatically upgraded to our ‘Signature Required’ shipping option at no extra charge.
Q3. Do you ship outside of Canada?
No. Sorry we do not.
Q4. What happens if I don’t get my package?
If you do not get your package 2 days after the expected arrival date, please contact our Customer Support team at [email protected]lab.ca, 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.
Q5. Tracking status says 'delivered', but I haven't received anything, now what?
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” then spend that day and/or the next day delivering it.
If you do not get your package 2 days after the expected arrival date, please contact our Customer Support team at [email protected], 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 mail room 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, simply reply to this e-mail indicating the item has been received.
Q6. Do you ship Xpresspost with “free shipping”?
Yes! Currently our free shipping is Xpresspost.
Q7. My package is going to the wrong destination, now what?
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 if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days.
Q8. My tracking number doesn’t seem to work, now what?
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 via 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.
Q9. Do you ship to Nunavut or Northern Quebec?
Unfortunately thefts to these areas are very high. We will try to re-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 you will not receive a refund or replacement if your package is lost or stolen from within in these areas.
Q10. Do you ship with “signature required” option?
We only ship out packages with “signature required” upon request. If you would like this, please indicate under ORDER NOTES upon checkout. Please also request a “signature required” if there is a possibility of theft. All orders with a value of $300+ are automatically upgraded to our ‘Signature Required’ shipping option at no extra charge.
Q11. 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 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 shipping confirmation and your tracking number by the end of the following business day.
Q12. 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.
Q13. 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, you can do so during checkout. All orders with a value of $300+ are automatically upgraded to our ‘Signature Required’ shipping option at no extra charge.