Cannaessence.ca ~ Return & Delivery Policies
We respond to all questions during business hours as soon as we can, which usually is within 2 hrs.
Monday – Friday 10:00am – 6:00pm
After hours use our LIVE CHAT for support, if any support is on, they will be happy to answer your questions, otherwise leave a message.
Refund, Return & Exchange Policy
All sales are final on Cannabis products. No return of any products will be accepted and no exchanges will be available. Cannaessence.ca stands behind the quality of the products that it sells. If you are unsatisfied with any product we provide you, for any reason, please contact us at [email protected] and we will address your concerns.
We absolutely do not send money to customers as a refund option. For this reason, please make sure you are ordering the correct product for your situation. Missing products will be shipped separately at our expense. Damaged products will be replaced or you can choose a store credit (a photo of the damage will be required). If the package was mangled in transit please take a picture of it so that we can show it to Canada Post. Shipping is non-refundable.
If you paid by E-Transfer and your payment has not yet been accepted (you have not received confirmation from your bank that the transfer has been accepted) then you can cancel this E-transfer by logging into your bank and cancelling it. The money will instantly be returned to your account. If the E-transfer funds have been accepted and you wish to cancel the order, you will receive a store credit. So be sure what what you wish to order before paying, as there are no refunds, just store credits.
- General Information
All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order, using the original method of payment, or with your consent we will substitute with another comparable or higher priced product and ship it as soon as possible. Please remember to forward your “receipt” with the order number and the secret answer to the email money transfer so we accept the transfer and ship the product out as soon as possible.
- Delivery Location
Items offered on our website are only available for delivery to addresses in Canada and to adults over the age of 19. Any shipments outside of are are not available at this time. We ship all packages through Canada Post’s Xpresspost prepaid delivery service. All orders are vacuum sealed and discreetly packaged.
- Delivery Time
Average delivery times to most Canadian locations are between 1-3 business days, for remote locations 3-5 days depending. After product has been shipped the tracking number will be emailed to the customer. The tracking number can be entered on Canada Post’s Xpresspost website and will give information on where the package is and when the estimated delivery time will be. Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Unless there are exceptional circumstances, we make every effort to fulfill your order within two business days of the date of your order. Business day mean Monday to Friday, except holidays. Please note we do not ship on Saturday or Sunday. Date of delivery may vary due to Canada Post’s shipping practices, delivery location, method of delivery, and the items ordered. Products may also be delivered in separate shipments.
- Delivery Instructions
- We ship all our products in airtight, smell-proof, vacuum-sealed bags.
- Your order will arrive in a discreet, unmarked Canada Xpresspost package.
- Your real address and name must be on the package to ensure proper delivery.
- Shipping Locally is 1 business day, to major centres 1-3 business days, and rural locations 3-5 business days. *Times may vary depending on Canada’s Post
- Canada Wide Xpresspost Shipping
The shipping cost for orders under $150 is a flat rate of $15 per order regionally and $20 nationally. You will be advised of these charges on the checkout page. Once your order is over $150 you will be allowed to select the free shipping option.
5.a Local Courier Delivery
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.
( Tipping is not included, drivers really depend on your tipping so they usually give priority service to the best tippers 1st. )
- FREE Vancouver Courier Delivery Orders over $125 (product spend) & finalized before 12 noon are same day delivery All other Vancouver Courier Orders over $125 finalized after 12 pm noon are same day or next day delivery
- $25 Courier Delivery Orders over $150 for Richmond & Burnaby & Coquitlam finalized before 12 noon is same day. All other Richmond, Burnaby & Coquitlam Courier Orders over $150 finalized after 12 pm noon are same day or next day delivery
- Damaged or Lost Items in Transport
- If there is any damage to the packaging on delivery, contact us immediately by email at [email protected] . If the contents of your package was damaged we may ship you a new product free of charge, or reimburse you the cost of the product at our discretion. Photographic evidence will be required to confirm the damages to the product.