FAQs

This is a question? test

This is an answer.

This is a question?

This is an answer.

This is a question?

This is an answer.

This is a question?

This is an answer.

This is a question?

This is an answer.

This is a question?

This is an answer.

This is a question?

This is an answer.

This is a question?

This is an answer.

This is a question?

This is an answer.

This is a question?

This is an answer.

Are there any shipping restrictions?

Products can only be shipped to an address within British Columbia, and recipients must
have government-issued ID with proof of age to receive the order. Canada Post will not deliver vaporizers containing lithium ion batteries to approximately
20 B.C. postal codes that may require air freight. Customers located within these postal codes are restricted from ordering
vaporizers.

What delivery methods are available?

Currently, BC Cannabis Stores offers expedited
shipping via Canada Post or next business day delivery via Pineapple Express
Delivery (PED) for customers in select Metro Vancouver postal codes*. Your postal code
will determine which carrier your order will be shipped with. The available
shipping carrier will be automatically selected for you at checkout.

PED customers will receive direct-to-the-door
delivery and text message updates about their delivery window and to receive a
five-minute heads up before delivery.

Canada Post is resuming direct delivery to some
select house and townhouse residential addresses using a ‘verbal’ signature to
complete delivery. If your address is not eligible for a verbal signature, the
current process will be in effect and a card will be left for you to visit the
post office for pick-up. The recipient can be anyone at that address who is 19
years or older and can present two forms of valid ID.

* Customers with PO box delivery
addresses are not eligible for PED delivery and their orders will continue to
be delivered by Canada Post.

What is the cost of shipping?

Shipping rates are offered at a flat fee of
$6.00 (CAD) + applicable taxes, per order, regardless of carrier.

Can I opt into having my order delivered via PED?

Currently,
PED is only available to customers within the specified postal codes and there
is no option for other customers to opt to use the service. BC
Cannabis Stores plans to provide customers with an option to select a carrier
in the future; however, this option is not currently available.

[AW1]

How do I track my order?

You will receive a shipping confirmation email
with a tracking number and link to either the Canada Post website or the PED
website, depending on the eligibility of your delivery area. **

When will my order be delivered?

Delivery times vary based on your postal code
and the carrier. Customers in select Metro Vancouver postal codes [KB2] will
receive orders direct to their door via Pineapple Express Delivery (PED). Any
online orders placed before 11:59pm will be eligible for next business day
delivery. Deliveries will occur between 3pm and 10pm, with a specific time
given via text message and on PED’s tracking website (no app required).

Customers outside of the PED delivery area will continue to receive
their orders within one to four business days via Canada Post. Find out how long your delivery will to take to reach you, based on
your location: Estimated delivery time.

Please note that any orders
placed on Fridays, Saturdays, and Sundays will not leave for delivery until
Monday, due to pick-up schedules.

How do I find a missing package that shows as
delivered?

Using the tracking number and link found on your
shipping confirmation email, check the Pineapple Express Delivery (PED) or
Canada Post website to track your package. If you need support, contact our Customer
Care Centre team.

What if I am not home to collect my order?

If home delivery is not possible via Canada
Post, there will be instructions left about how to retrieve your order. For
Canada Post deliveries, another adult who is 19 years or older may accept
delivery of your order after producing valid ID. If an adult over 19 is not
home at the time of delivery, your package will be taken to a secure location,
and you will receive a notice with pick-up instructions. You will need ID to
show proof of address and prove you are 19 years or older.

PED customers who are not able to be home when PED arrives, and are
unable to reschedule delivery of their order prior to the scheduled delivery
time, will receive instructions about how to reschedule a delivery. After the
third unsuccessful delivery attempt, PED will return the order to BC Cannabis
Stores’ distribution centre.

What happens if I don’t pick up my order?

If the package is not picked up or cannot be
delivered, Canada Post or PED will return the order to BC Cannabis Stores’ distribution
dentre. After the package is returned to the distribution dentre and
processed, a refund will be issued.

What
ID do I need to show to pick up my order?

You
must be 19 years or older with two pieces of ID, one of which must either be
issued by a government agency, or include your name, birth date, and picture.
The second must include an imprint of your name, signature, and/or picture.

Can someone else pick up my order from Canada
Post?

Yes, if they are 19 years or older and have ID
with the same address as the address on the package.

I've
been sent the wrong product, what do I do?

If
you've been shipped the wrong product in error, it can be returned to any BC
Cannabis Store or by connecting with our Customer Care Centre via our Contact page for an online return.

Can I have my purchase delivered to a PO box?

Purchases can be delivered to a PO Box via
Canada Post. Pineapple Express Delivery (PED) cannot deliver to a PO Box. Canada
Post will leave a slip notifying you to pick up your delivery at a post office
or nearest depot. When claiming your delivery, remember to bring valid ID with
you.

How
do you ensure safe transportation of the products?

Products
are packaged by licensed producers in a secure environment and are kept sealed
throughout the distribution and sales process.

How
do you ensure my edible will not melt while in transport?

Physical
products are being stored in a temperature-controlled area of the warehouse
that has a maintained climate of 20 C. As Canada Post does not offer
temperature control on deliveries, beginning July 13th, 2020 BC Cannabis Stores
has begun shipping temperature sensitive items in special heat resistant packaging.
Products are packaged in a heat resistant, foil wrapped bubble mailer pouch and
then placed inside a Canada Post mailer or box. Only temperature sensitive
items (chocolates, gummies, chews, baked goods, and shatters and waxes) will go
inside the foil bags. Items that will NOT be packaged in the foil bags include
beverages, oils and capsules, vape cartridges, and creams and lotions.

Is
shipping discreet?

Yes,
shipping packages are not branded in any way.

[AW1]Added

[KB2]Link
to list of eligible postal codes.