FAQ’s

General Questions

We are strictly a Mail order Company with no public physical address.
All orders are shipped or couriered only.

You must be an approved member to purchase any products from this website (basically that you are 19 or older and live in canada)

Setting up an Account is quite an easy process. 

  1. Just  register for membership by filling out  the registration form. You will receive an email with your temporary password to login into your account.
  2. then go to “my account”, then “account addresses” and fill in the billing address and shipping address.
    The addresses must be in canada.
  3. Proceed to order from our website: cannaessence.ca . 
  4. Then  on the checkout page,  put into the note section your phone number to be reached at.  Also this is where you MUST  upload your Government ID.   For quicker approval you may also resend your Government ID showing your DOB and your ORDER # by email to [email protected] . If the proper valid ID is not provided, your order will remain on hold until valid  ID is provided or is automatically cancelled.
  5. Proceed to checkout & make payment by Interac E-transfer.  Credit Card  processing is available now but still is very risky for us to accept because of the lack of recourse in this industry.  We will accept credit card payments from established members only and with ALL THE PROPER ID
  6. One of our staff will be in touch with you  to arrange Local delivery after the payment is confirmed.
    If you are an Mail Order Member, You will be notified by email or text that your order has shipped and your tracking number.

Your ID will usually be verified at the same time when your completed order is processed. You may send your ID before your order or after your order to [email protected] (Quicker)

If there is no acceptable id received, your order will drop into “hold status”, dropping out of the queue, until your acceptable id is received AND wait for your order to be  processed again, which will result in a delay for shipping your order out (Slower)

All Canadian members are required to provide valid Canadian or Provincial government Photo Identification. ID must be government issued and non expired. It must clearly show your Photo, Name,  DOB, Expiry, Shipping address. You may Black out the last 4 digits of your Driver’s Licence if you wish.  Please send your Id to [email protected]

If you are a visitor here in canada, your government ID from your own country and a Canadian  address where you are staying is required. You must also have access to use interac e-transfer as the method of payment.  Acceptance  is on a case by case basis.

If you have an issue with any of the above requirements, please don’t complete your order by making payment. Once a payment is processed, there are absolutely  no refunds, just a store credit. 

 It’s easy to order from us:

  • Go to the PRODUCTS Tab and find the products that you want
  • Click on the products desired and choose the quantity you want, then add these to the cart
  • Once you add a product to our cart, you’ll be directed back to https://cannaessence.ca/cart/ . Click on “continue shopping” to add more products to your cart.
  • Once all products are in your shopping cart that you want, you’re ready for the Checkout process so click on “Proceed to Checkout.” This takes you to the checkout page located at: https://cannaessence.ca/checkout/
  • Once at the checkout page you’ll need to login with a password and your email. If you haven’t purchased from us before you need a password, your email and need to fill out the required fields. Once you register you’ll get an email confirmation from us.
  • When logged in, you can confirm the shipping information including the address, name, email, order notes, and contact number.
  • Once all the required fields have been filled out you can click on “Place Order.”
  • At the Checkout Confirmation page, you’ll see instructions along with your order number. This will show you how to send an Interact E-transfer. Your order will only ship once the E-transfer has been processed by us.
  • Mail Orders FULLY Completed by 9 am PST ships SAME business day.  After 9 am PST ships Same Day or NEXT business day. If you order on a Friday after 9 am, your order ships next business day which is usually Monday.  All Shipments on hold until payment processed.   Once the order is shipped,  your order will be marked  “Completed” .   You’ll receive a tracking number by email and can check for  updates from Canada Post tracking.
  • We  ship out packages with “signature required” for all  orders except upon request to not require signature  .      

FREE *LOCAL  ~ COURIER DELIVERY
 *NEXT BUSINESS DAY DELIVERY*
ON  PRODUCT PURCHASES  OVER $250!! 

$20  *LOCAL ~ Next Day COURIER DELIVERY
(For orders under $250)
 (*LOCAL: Lower Mainland Vancouver including Abbotsford, Chilliwack)


**FREE Xpresspost or CANADA WIDE COURIER SERVICE**
 with minimum $500 product purchase
otherwise, $45 courier fee 

 Xpresspost & Courier Delivery Orders finalized & 
FULLY Completed & with payment received 
BEFORE 9 am  PST ships SAME business day.
AFTER  9 am PST ships  NEXT business day


*Day = Business day | *Next day delivery* = to major centres
Rural Communities not on a regular route delivery will be longer and  
as according to Canada Post & Courier Delivery Standards

Free & Paid Courier applies only to major centres. 
Surcharges may apply to other areas; we will notify you of any courier surcharges if any 

Delivery times are estimates and commence from the date & time of shipping only, NOT from the date & time of order
.
Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.
 

 

Please be advised & understand that Canada Post & the Courier companies set all stated delivery standards. WE ARE NOT RESPONSIBLE  for
their guarantees or delivery standards & WE DO NOT give refunds on shipping,

 CANADA POST sets XPRESSPOST DELIVERY STANDARDS
 

$9.99 LOCAL XPRESSPOST  
(product spend under $150)

  FREE LOCAL XPRESSPOST  
(product spend over $150)

FREE CANADA WIDE XPRESSPOST 
(product spend over $150)     

Mail Orders  finalized & 
FULLY Completed & with payment received 
BEFORE 9 am  PST ships SAME business day.
AFTER  9 am PST ships  NEXT business day

 *Day = Business day | *Next Day = to major centres
Product Purchase amounts= after discounts, before taxes 
Free & Paid Courier applies only to major centres. 
Surcharges will apply to other areas that are not considered a major centre. We will notify you of the extra surcharge.

Delivery times are estimates and commence from the date & time of shipping only, NOT from the date & time of order. 
Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.
 

  Please be advised & understand that Canada Post & the Courier companies set all stated delivery standards. WE ARE NOT RESPONSIBLE  for 
their guarantees or delivery standards & WE DO NOT give refunds on shipping,

This is a policy of this online medical dispensary. Therefore by purchasing from us, you confirm you are in agreement with all our policies, terms & conditions and that they may change without notice.

Shipping distanceLocalRegionalNational
Projected arrival date 
(business days)
Next Business dayNext Business day2 Business days

Your products are in separate containers, vacuumed packed, boxed, then shipped  Express. Discrete, secure and smell-proof.  OUR SHIPPING is very safe.  In the event, a package is deemed lost & undeliverable by Canada Post, at that time, you will receive a one-time replacement up to $125 in value. 

We do not guarantee deliveries to Northern Quebec and Nunavut, as apparently there is a much higher % of postal theft.  This means you will not receive a replacement or refund if your package is lost or stolen. We will ship your order. However, it’s at your expense if it does not get delivered to you.

Q. I haven’t received my package, what do I do?

+A. If you don’t get your package after two days past the expected delivery date, contact us. We can do a trace with Canada Post. If it is stuck in transit status, it has to be over 30 days before it can be deemed loss. If there’s a trace done, Canada Post will do an investigation, which may take five business days to finish. If they can find the package, they will ship it to you, and you’ll receive it a few days later. We don’t offer refunds if the package arrives late due to postal issues. Order at your own risk, we are not responsible for any lost or stolen packages if your order is marked as delivered with the tracking. Please make sure you provide us with the correct shipping address. We do not return packages that have an incorrect shipping address.  Please let us know if you receive your parcel at a community mailbox (we will send it with a signature required to prevent theft). Almost all our shipments are shipped with a ‘Signature Required.

Q. The tracking by Canada Post says, “Successfully Delivered,” but I haven’t received my package from you.

+A. There are two possible scenarios here:

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

Canada Post says:

An investigation can be done by contacting the addressee to confirm that the delivery took place or to understand better how they receive their mail. The front desk can be checked, mailroom or security room at the address to see if the package was accepted by someone else on behalf of the addressee.

Areas that can be checked:

  • Community mailbox
  • Around the location to see if the package was left in another place. The mailbox should also be checked.

In some instances, a delivery scan is entered into our system before the item is delivered. If you believe that the addressee has received the package before we contact you, reply to this email and indicate that the item has been received.

Q. My package was sent with a “Signature Required.” Why was this asked of me?

+A. Almost all our shipments are shipped with a ‘Signature Required.” If you don’t want this option, leave a note with your order indicating “No Signature required, Please.”

If you do not wish to have your order shipped this way, please let us know.

Please understand that if you do select this option that we can no longer ensure your product in the event of a loss.
 
 

Q. My package is travelling to another city when tracking, why is this happening?

+ A. If you’re using Canada Post to track the package, this is likely human error. This can occur because the postal worker may mishandle the postal code. If they are off by one letter or digit, then the package will go to another city. This results in a rerouting delay of 1-2 days before the parcel is sent to the right destination.

Q. Canada post hasn’t updated my package in several days, what is wrong?

+A. 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 two days after the expected delivery date, contact us, and we will do a trace with the post office.

Q. Shipping to Nunavut, Northern Ontario and Northern Quebec

+Unfortunately, there are much higher % of postal thefts when shipping to Northern Quebec, Northern Ontario 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.

Q. Why doesn’t the tracking number I received from your work?

+A. We email the tracking number before scanning the package at the post office. It won’t show up as trackable on the Canada Post site until the post office scans the package. The correct tracking should show up by the end of the business day. 

The maximum dried flower weight allowed per purchase  is 30 grams for recreational purchases.
We understand that some members have need a larger amount.  Send us an email regarding this and we will get back to you.

Alternatively, if you don’t wish to talk with us about it or  wait…you might want to think about making multiple orders.

This limit does not apply to medical purchases. 

Some members ask for the Safe Drop delivery option. Please understand that if you do select this option that we can no longer ensure your product in the event of a loss.
 
Please let us know which delivery option you would prefer, and we will be happy to send it the way you would like! 

If you use online banking with a Canadian bank or credit union, then sending a transfer takes just a couple of minutes.

Instructions will be provided with your online invoice and orders ship only after E-Transfer have been received.

If you are new to Interac E-transfers, please visit http://www.interac.ca/en/interac-e-transfer-consumer.html

All products are final sale, there are no returns or exchanges. 
Make Sure you are purchasing what you want as once your payment is processed, there are absolutely no refunds, exchanges or returns.

This is a policy of this online medical dispensary. Therefore by purchasing from us, you confirm you are in agreement with all our policies, terms & conditions and that they may change without notice.

 

WE ABSOLUTELY DO NOT ACCEPT CREDIT CARD PAYMENTS FOR INITIAL PURCHASES.  AFTER YOU HAVE BEEN A GOOD STANDING MEMBER FOR MLTIPLE ORDERS, WE MAY CONSIDER ACCEPTING CC PAYMENTS. WE REGRET THIS AS WE ARE A SMALL COOPERATIVE AND CAN NOT CONTINUE TO BE HIT BY CREDIT CARD FRAUD  AND FALSE DISPUTES.

Paying by credit card is simple. You just select the credit card option on checkout. you will receive a payment email. Just click the pay now and fill in your info and complete.  There is a 5%  processing fee  added to the total to cover what we are charged for using credit processing.  No orders are processed until payment is confirmed.

We reserve the right to not accept any credit card payments if all of our requirements are not met which is determined by our security protocols on a case by case basis.    You will receive an email requiring you to submit extra information and documentation for our verification protocols.

If you want to edit or add to your order, you need to create a new order with us. We will then cancel the old order.  Email us at [email protected] with your order number that you want cancelled. This will be cancelled or edited if it hasn’t shipped out yet.

E-transfer payments not processed may be cancelled.

Processed E-transfer payments are absolutely not refundable.  We will add a credit to your account for future use only.

Please be absolutely sure about your purchase(s) before ordering. This is a policy of this online medical dispensary. Therefore by purchasing from us, you confirm you are in agreement with all our policies, terms & conditions and that they may change without notice.

All orders and product details are tracked in our database. Any confirmed missing items will be added in the next order, or if you prefer, we can apply a credit to your account to be used with a future purchase. There are no exceptions to this policy.

Disputes are up to the discretion of the customer service representative at that time. 

This is a policy of this online medical dispensary. Therefore by purchasing from us, you confirm you are in agreement with all our policies, terms & conditions and that they may change without notice.

If a product you ordered just became out of stock, so we don’t delay your order, we will substitute a similar strain of the same quality or in most cases, better quality. We will try to notify you by email and put a notice on your account regarding the substitution. Rather than delay shipping your order, we will substitute with a similar and/or higher priced product, if we don’t hear back from you in time.

This is a policy of this online medical dispensary. Therefore by purchasing from us, you confirm you are in agreement with all our policies, terms & conditions and that they may change without notice.

Payments & Fees

We accept Interac E-transfers as this is a safe payment method. If you bank with Canadian credit unions or regular banks, then these are easy to do online with your institution. We provide you with instructions for an E-Transfer with your invoice. We only ship orders once the E-Transfer has been received and the order processed by us

We accept credit card payments.WE DO NOT ACCEPT CREDIT CARD PAYMENTS FOR INITIAL PURCHASES.  THERE ARE NO EXCEPTIONS.  We may consider accepting credit card payment from regular, established members after a period of time and regular orders. It is all on a case by case basis.

A surcharge of 4.5% will be applied to all transactions processed by credit card. If you qualify to pay by credit card, you will receive a credit card invoice separately with your order # for payment. Just click on the Pay now and follow the instructions. After payment is confirmed, your order will be processed.

We will not accept any credit card payments if all of our requirements are not met which is determined on a case by case basis. So if you would like to pay by credit card, you will receive a credit card invoice separately with your order # for payment and an email requiring you to submit extra information and documentation for our verification protocols.(We reserved the right to not accept Credit Payments from any person at any time, for whatever reason and without notice. Our system has been implemented with  stringent protocols and extensive measures in place for credit card fraud.)

The minimum  is $75 (after discounts if any) and before shipping &  tax.
If your order doesn’t meet minimum requirement, you order will be be placed on “HOLD” and out of the normal processing queue and shipping may be delayed.

 Not included with the item price. We charge  GST on orders. This is included in the checkout price.

$9.99 LOCAL XPRESSPOST
(product spend under $150)

 

  FREE LOCAL XPRESSPOST  
(product spend over $150)

 

FREE CANADA WIDE XPRESSPOST  

(product spend over $150)

 

Mail Orders and Courier Delivery Orders finalized &
FULLY Completed & with payment received
BEFORE 9 am  PST ships SAME business day.
AFTER  9 am PST ships  NEXT business day


*Day = Business day | *Next Day = to major centres
Product Purchase amounts= after discounts, before taxes
Free & Paid Courier applies only to major centres. 
Surcharges may apply to other areas, we will notify you of surcharges if any

 

Delivery times are estimates and commence from the date & time of shipping only, NOT from the date & time of order.
Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.


Please be advised & understand that all stated delivery standards are set
by Canada Post &  the Courier companies. WE ARE NOT RESPONSIBLE  for
their guarantees or delivery standards & WE DO NOT give refunds on shipping,

FREE *LOCAL  ~ COURIER DELIVERY
(minimum order $100 for courier orders)
*NEXT BUSINESS DAY DELIVERY* ON  PRODUCT PURCHASES  OVER $250!!

$20  *LOCAL ~ COURIER DELIVERY
(minimum order $100 for courier orders)
*NEXT BUSINESS DAY DELIVERY* ON  PRODUCT PURCHASES UNDER $250!!
(*LOCAL : Lower Mainland Vancouver including Abbotsford, Chilliwack)

**FREE CANADA WIDE COURIER SERVICE**
 with minimum $400 product purchase
otherwise $35 courier fee with minimum purchase $100

Courier Delivery Orders finalized &
FULLY Completed & with payment received
BEFORE 9 am  PST ships SAME business day.
AFTER  9 am PST ships  NEXT business day

*Day = Business day | *Next day delivery* = to major centres
Rural Communities not on a regular route delivery will be longer and
as according to Canada Post & Courier Delivery Standards

Free & Paid Courier applies only to major centres. 
Surcharges may apply to other areas, we will notify you of surcharges if any

Delivery times are estimates and commence from the date & time of shipping only, NOT from the date & time of order.
Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.

Please be advised & understand that all stated delivery standards are set
by Canada Post &  the Courier companies. WE ARE NOT RESPONSIBLE  for
their guarantees or delivery standards & WE DO NOT give refunds on shipping,

Once the E-Transfer is sent, it may take up to a few business hours for us to process the payment, usually within a few hrs. The E-Transfer will be pending until we can collect the funds sent by E-Transfer. Once the E-Transfer is received by us, we notify you by email and send you a tracking number once the order has been shipped to you.

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.

How To Make Payment

We’ve received your order, however you will still need to make payment.

Please use the following details for your Interac e-Transfer Payment

 

NAME: CCA
EMAIL: [email protected]
QUESTION: What is my order number?
SECURITY ANSWER: 
MEMO/MESSAGE: (Your Name, Phone Number, Email Address)

 

Example Interac e-Transfer

IMPORTANT: Please dont use the order number contained below.
If the info provides in the Interac E-Transfer is not exactly as instructed,
your order will be in auto hold and will result in a delay for receiving your order.
DO NOT ADD ANYTHING EXTRA TO THE MEMO/MESSAGE SECTION.
ANY PAYMENT without naming the recipient as CCA will not be accepted.
(No exceptions)
 

3 comments

  1. When you receive order, is it labelled that it is cannabis inside? My landlords receive my mail and I prefer they don’t know

    1. Stealth, it’s just like any other xpresspost package

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