If something in your order appears missing or incorrect, please stop and review the checks below before reporting it. Because medical cannabis is regulated in Canada, we may need specific details (including photos and label information) to verify what happened and resolve it in a compliant way.
What to Check First
Your order confirmation: Confirm the product name, format, and size match what you ordered (for example, 3.5 g vs 7 g, 10-pack vs 20-pack).
Your package contents: Check inside all packing materials (smaller items can shift during transit).
Any additional tracking information: If your shipping confirmation shows more than one package/tracking number, items may arrive separately.
Packaging condition: If packaging looks opened, damaged, or tampered with, keep everything as-is and report it.
How to Report an Issue With Your Order
Contact our support team through live chat and share:
Your order number
Which item(s) are missing or incorrect
Whether the product packaging is sealed or opened
The delivery date and (if available) the tracking number
What our Support Team Needs (photos + details)
To investigate quickly, please provide clear photos of:
Everything you received, laid out in one photo
The packing slip (if included)
The shipping label on the outer package (showing the tracking number)
The product label(s) for any item involved (so we can capture identifiers like the lot/packaging details used for traceability)
Photos of any damage/tamper evidence (close-ups)
Important: Keep the original packaging and all items until the case is resolved. If you believe you received the wrong product, do not use it.
Possible Outcomes
After review, outcomes may include:
Correction shipment / replacement (where appropriate).
Refund (full or partial) where a replacement is not available or not appropriate, in line with the applicable policy.
Return instructions (if approved): Returns can only occur if accepted, and must be sent back using trackable shipping methods as directed by the support team.
If Your Concern is About Product Quality, Labelling, or Packaging
If your concern involves product quality (for example, mould) or labelling/packaging compliance, please report it to us in chat right away.