General Questions

*** CANADA POST may strike on September 26th, we advise you to order earlier than later to avoid any problems a postal disruption may cause ****** If there is a strike it will be a rotation of employees, meaning staff will rotate in and out of work. Service will not stop. We anticipate that the delays will grow longer for parcel deliveries as the strike progresses and there is a growing backlog. Worst case is possible delays. If the delays are longer than expected we have already in place **Next day or 2 day**courier shipping for members whose orders qualify for free shipping!

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.

 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 12pm PST ships SAME business day.  After 12 pm PST ships Same Day or NEXT business day. All Shipments on hold until payment processed.   Once the order is shipped,  your order will be marked  “Completed” .   You’ll receive an Xpresspost tracking number and email  updates from Canada Post.
  • We  ship out packages with “signature required” for all 1st time orders &  upon request   .  Please request a “signature required” if there is a possibility of theft.   

Mail Orders FULLY Completed & payment received by 12pm PST ships SAME business day.  After 12 pm PST ships  Same Day or NEXT business day. All Shipments on hold until payment processed and we have pre-approved your ID.

LOCAL Xpresspost delivery is usually 1 business day. 

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

Your  products are in separate containers, vacuumed packed, boxed then shipped  Xpresspost in a poly bubble mailer. Totally discrete, secure and smell-proof.  OUR SHIPPING is very safe, we have never lost a package yet. In the event it ever does happen, you will receive a one time replacement up to $125

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 your cost 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 5 business days to finish. If they are able to find the package, they 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 Canada Post Tracking shows your order as delivered. ( We will contact Canada Post on your behalf to try to have the issue resolved. If they agree that it is lost, item is insured, we will replace the order upto the insured value) 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 package at a community mailbox or if you feel there is a chance of thief after delivery. (we will send it with a signature required to prevent theft).  

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 package to a wrong mailbox
  • The postal worker scanned the package as “successfully delivered,” but it’s actually 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 better understand how they receive their mail. The front desk can be checked, mail room, or security room at the address to see if the package was accepted by someone else on the behalf of the addressee.

Areas that can be checked:

  • Community mail box
  • Around the location to see if the package was left in another location. The mail box 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. Any order over $500 dollars is sent with a ‘Signature Required.” If you don’t want this option, leave a note with your order indicating “No Signature required, Please.”

 

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 handle the postal code incorrectly. If they are off my one letter or digit, then the package will go to another city. This results in a rerouting delay of 1-2 days before the package 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 2 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 you 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 package is scanned by the post office. The correct tracking should show up by the end of the business day.50

Mail Orders FULLY Completed by 12pm PST ships SAME business day.  After 12 pm PST ships  Same Day or NEXT business day. All Shipments on hold until payment processed and we have pre-approved your ID

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

Your  products are in separate containers, vacuumed packed, boxed then shipped  Xpresspost in a poly bubble mailer. Totally discrete, secure and smell-proof.  OUR SHIPPING is very safe, we have never lost a package yet. In the event it ever does happen, you will receive a one time replacement up to $125

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 your cost 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 5 business days to finish. If they are able to find the package, they 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 package at a community mailbox (we will send it with a signature required to prevent theft). We only ship out packages with “signature required” when requested.

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 package to a wrong mailbox
  • The postal worker scanned the package as “successfully delivered,” but it’s actually 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 better understand how they receive their mail. The front desk can be checked, mail room, or security room at the address to see if the package was accepted by someone else on the behalf of the addressee.

Areas that can be checked:

  • Community mail box
  • Around the location to see if the package was left in another location. The mail box 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. Any 1st order by a new member   is sent 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 we do select this option that we can no longer insure 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 handle the postal code incorrectly. If they are off my one letter or digit, then the package will go to another city. This results in a rerouting delay of 1-2 days before the package 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 2 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 you 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 package is scanned by the post office. The correct tracking should show up by the end of the business day.

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

Same Day or next day LOCAL Courier Delivery  order completed & Payment confirmed by 12:00 pm. If completed after 12:00 pm, we will try to  delivery same day depending on # number of orders ahead of you. IF AFTER 5 PM, Give us a text only to check if its possible at 604-900-3242 or check with us on our website. LIVE CHAT

( Tipping is not included, drivers really depend on your tipping  so usually will give priority service to the best tippers 1st.  A few members even put that they “tip for good service” on their e-transfer notes…..We noticed that Drivers usually do those as quick as possible.)

  • Vancouver Courier Delivery Orders finalized before 12 noon is FREE. All other ORDERS finalized after 12 pm noon are $15 AND a minimum spend $100 after discounts & before taxes.

    Vancouver Courier Delivery Orders finalized after 7 PM, is $15 AND with minimum purchase is over $150 after discounts & before taxes.(Costs us to get a driver in and delivery specially to you)

    Richmond & Burnaby & Coquitlam Courier Delivery Orders finalized before 12 noon is FREE with required minimum spend over $150 after discounts & before taxes .  

    Richmond & Burnaby & Coquitlam Courier Delivery Orders finalized after 12 pm noon are $25  and required minimum purchase is over $200 after discounts before taxes.  (Costs us to get a driver in and delivery specially to you)

  • If your order does not qualify for FREE Courier Delivery, simply add  $15 or $25 ON TOP OF ORDER AMOUNT  to the  Interac E-transfer.  Your order will not be processed if it is incomplete or not properly paid. If you need any assistance, just hit us up on our “Livechat”

It’s quite a easy process. 1st you need to be an approved member

  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”, 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  upload your Government ID. 
    For quicker approval you may also sent your Government ID showing your DOB by text to 855-249-MYMJ(6965).
  5. Proceed to checkout & select make payment by Interac E-transfer or if preapproved, select  checkout using credit card payment .
  6. One of our staff will be in touch with you  to arrange Local delivery after the payment is confirmed.
  7.  If you are an Mail Order  Member, You will be notified by email or text that your order has shipped and your tracking number.

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

WE ABSOLUTELY DO NOT ACCEPT CREDIT CARD PAYMENTS FOR INITIAL PURCHASES.  AFTER YOU HAVE BEEN A GOOD STANDING MEMBER FOR SEVERAL 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.

All products are final sale, there are no returns or exchanges.

 

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.

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.  Paying by credit card is simple. You just select the credit card option on checkout. you will receive a payment email. Just follow the instructions.  There is a 4.0%  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 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.)

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

All XPRESSPOST DELIVERIES GET A
**BONUS FREE GRAM OF PREMIUM BC BUD**

NEW!! $4.99 Local / Regional XPRESSPOST **NEXT *DAY DELIVERY**
+**FREE GRAM PREMIUM BC BUD**   (PURCHASES OVER $75) 
NEW!! FREE Local / Regional XPRESSPOST **NEXT *DAY DELIVERY**
+ **FREE GRAM PREMIUM BC BUD**    (PURCHASES OVER $125) 

FREE CANADA WIDE  XPRESSPOST **2 DAY DELIVERY**
+ **FREE GRAM PREMIUM BC BUD**    (
PURCHASES OVER $150)
The above shipping promo expires 10/01/2018

For any order over $150 after any discounts, before taxes, the shipping is free otherwise we ship our orders via Xpresspost Regional $15 or Xpresspost National for $20   and we provide a tracking number via email for you once the order has shipped. If you live in a remote area, your order may take a few extra days to reach you.

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. For more info click here.

Once the order is placed, the next step is to send your E-Transfer to us. We keep the order on hold until the payment is received. If there’s no payment after 12 hours, then the order is cancelled, as we have different deals & bonuses each and everyday.