Frequently Asked Questions
Frequently Asked Questions
Please read our FAQ before sending us a message.
WELCOME
WELCOME
Click here to enter your email. You’ll receive an email containing a temporary password to log into your account. Please make sure you change your password upon logging in!
You’ll receive a Welcome Coupon in your email after you subscribe to our newsletter. If you’ve subscribed to our newsletter and still haven’t received an email with the Welcome Coupon, please check your Spam or Promotions folders.
Please note that the Welcome Coupon will only apply to regular priced items.
The Welcome Coupon will only apply to regular priced items and will not apply to any bundle packs. It cannot used in conjunction with other discount codes or sales.
Yes! You’re can save the Welcome Coupon for a future order if you didn’t use it on your first order. Every customer may use this coupon code once.
DISCORD
DISCORD
Please click here to join our discord channel.
PAYMENT
We currently only accept Interac e-Transfers.
Please note: If you use online banking with a Canadian institution, you’re already set up for interac e-Transfers.
For more information on e-Transfers, please click here and look for your bank/credit union.
Once we receive your e-Transfer, we will process your order for shipping Please note that it may take up to an hour for us to receive your e-Transfer.
Please note: If we received your e-Transfer by 8am PST Monday-Friday, we will DO OUR BEST to process and ship your order the same day. Depending on stock and how busy it is, we may have to ship your order the following morning. For e-Transfers received after 9am PST, your order will processed the next business day.
Please note that If your e-Transfer has not accepted yet and is still pending, it may cause for the following reasons:
You may have sent the e-Transfer to the incorrect email for processing.
You did not send the correct question and answer for e-Transfer processing.
Your e-Transfer still has not been sent (usually sent within minutes but can take up to 40 minutes)
Please reach out to us for any questions or concerns.
Just reach out to us and we will cancel your order for you.
Kush Points
How does your reward points system work?
Please note that for every $1 you spend, you receive 1 Kush Point.
100 points = $4.00
Please note: You must be a member to collect points. You do not earn points on shipping costs.
*We reserve the right to change our points policy at any moment without notice.*
Please note that for every $1 you spend, you receive 1 Kush Point.
100 points = $4.00
Please note: You must be a member to collect points. You do not earn points on shipping costs.
*We reserve the right to change our points policy at any moment without notice.*
Shipping & Handling
When will my order be shipped?
Please note: If we received your e-Transfer by 8am PST Monday-Friday, we will DO OUR BEST to process and ship your order the same day. Depending on stock and how busy it is, we may have to ship your order the following morning.
*Please note that you’ve put the correct shipping address. We are not responsible for incorrect addresses and will not reimburse any fees related to incorrect addresses.* It is your responsibility to put your correct address.
How long does it take for my order to arrive?
Every order with payment made before 9am PST will be shipped out on the same day by 4pm PST on business days. Orders and payments made after 9am PST will be shipped out by 4pm PST on the next business day. Moreover, once the package has been shipped, please allow a couple hours to receive a tracking number by email on the same day of shipping. All orders will be shipped out on business days only.
Most packages will arrive within 2-3 business days after being shipped. If you do not reside in an easily accessible neighborhood, delivery may take up to 5 business days to arrive (Canada Post has informed everyone that there may be delays with deliveries during Holiday Season). *Please keep in mind that we cannot guarantee delivery times. All delivery estimates are from Canada Post *
Please note: Once the tracking status updates to “Item out for delivery” you can be assured that the package has left the sorting facility and is on its way to you.
In addition, as we are approaching the holidays, please note that Canada Post deliveries may be delay. Delivery times in can range from 5-7 business days.
My package is delayed, what do I do?
Reach out to our support team by chat or email. We’ll start an investigation with Canada Post.
Please note: No further action can taken until Canada Post completes their investigation, which can sometimes take up to 2-3 weeks.
Will I get a refund or replacement if my package is lost or stolen?
We will do an investigation before replacing any lost/stolen packages. If, after an investigation, it’s determined to the courier’s fault, refunds may issue. Please note that a Canada Post investigation can take up 2 weeks.
*Please ensure that you’ve put the correct shipping address. We are not responsible for incorrect addresses and will not reimburse any fees related to incorrect addresses.*
If you put the incorrect shipping address, reach out to us immediately. If the package has already sent out, you are responsible for any fees related to picking it up and re-shipping.
What are the shipping costs for orders?
There is a flat $15 shipping charge. If your order is over $120 (after discounts and points), shipping is free!
What are your operating hours?
Our customer service staff are available Mon-Fri 9am – 5pm PST. The service staff and payments team also occasionally work into the evenings. Further, our online shop is open 24/7.
The tracking link I received through email doesn’t work!
When we process your order, we will send you an email you with your tracking number before the package is even scan at the post office. Moreover, check back at the end of the business day and the tracking number should updated.
Is my order secured?
All orders packaged with care and vacuum sealed to ensure privacy and discretion.
Please note: If we received your e-Transfer by 8am PST Monday-Friday, we will DO OUR BEST to process and ship your order the same day. Depending on stock and how busy it is, we may have to ship your order the following morning.
*Please note that you’ve put the correct shipping address. We are not responsible for incorrect addresses and will not reimburse any fees related to incorrect addresses.* It is your responsibility to put your correct address.
Every order with payment made before 9am PST will be shipped out on the same day by 4pm PST on business days. Orders and payments made after 9am PST will be shipped out by 4pm PST on the next business day. Moreover, once the package has been shipped, please allow a couple hours to receive a tracking number by email on the same day of shipping. All orders will be shipped out on business days only.
Most packages will arrive within 2-3 business days after being shipped. If you do not reside in an easily accessible neighborhood, delivery may take up to 5 business days to arrive (Canada Post has informed everyone that there may be delays with deliveries during Holiday Season). *Please keep in mind that we cannot guarantee delivery times. All delivery estimates are from Canada Post *
Please note: Once the tracking status updates to “Item out for delivery” you can be assured that the package has left the sorting facility and is on its way to you.
In addition, as we are approaching the holidays, please note that Canada Post deliveries may be delay. Delivery times in can range from 5-7 business days.
Reach out to our support team by chat or email. We’ll start an investigation with Canada Post.
Please note: No further action can taken until Canada Post completes their investigation, which can sometimes take up to 2-3 weeks.
We will do an investigation before replacing any lost/stolen packages. If, after an investigation, it’s determined to the courier’s fault, refunds may issue. Please note that a Canada Post investigation can take up 2 weeks.
*Please ensure that you’ve put the correct shipping address. We are not responsible for incorrect addresses and will not reimburse any fees related to incorrect addresses.*
If you put the incorrect shipping address, reach out to us immediately. If the package has already sent out, you are responsible for any fees related to picking it up and re-shipping.
There is a flat $15 shipping charge. If your order is over $120 (after discounts and points), shipping is free!
Our customer service staff are available Mon-Fri 9am – 5pm PST. The service staff and payments team also occasionally work into the evenings. Further, our online shop is open 24/7.
When we process your order, we will send you an email you with your tracking number before the package is even scan at the post office. Moreover, check back at the end of the business day and the tracking number should updated.
All orders packaged with care and vacuum sealed to ensure privacy and discretion.
Privacy & Security
We do not share your information with any third parties. Your information is safely secure in our database.
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