Customer support FAQ & Contact

SCL Basics

What time is your order cut-off?

Our standard cut-off time is 12PM PST Monday-Thursday. Although we try our best, there are rare occurrences where cut-off time may be missed. There may also be times where you may order past cut-off time and we will include your order that same day.

For long weekends where Canada Post is closed on Friday, cut off on that MONDAY will be 10am PST. For long weekends where Canada Post is closed on Monday, cut off on that TUESDAY will be 10am PST.

If it is extremely important for you to make it by cut-off time and you are very close to it, please contact us via email at [email protected]

How can I trust you?

While there are a number of scammers on the internet who claim to sell legal weed, we can assure you we are not one of them. We have spent years building a solid reputation amongst medical patients and strongly support the use of medical marijuana. We understand the needs of medical patients that may have trouble purchasing their medicine from a dispensary for any number of reasons and believe they shouldn’t be forced to have to buy illegally on the streets. We have made the decision to offer full access to our site to medical patients in Canada so they may have safe access to their medicine at any time.

Who is eligible to purchase on your site?

Only qualified clients over the age of 19 who live in Canada are able to purchase marijuana through our site. There are absolutely no exceptions to this rule.

How can I order?

You can simply shop like any other online website. Sign up and create an account with us and place your first order! As long as we verify your account before we ship your order, you are good to go. It’s simple and easy!

How do I become a member?

It’s free and easy! As long as you are 19 or older and live in Canada, you can become a member. We just need to verify your account before shipment. Register now for free!

How do I get help or ask a question?

Having issues? Please email Smokey @ [email protected] for any support or questions you have.

Smokey is active from Monday – Friday, 9am – 5pm PST

Money Stuff

How do I pay?

At this time, we ONLY accept Interac email transfer payments. For instructions on how to send a secure Interac payment, please watch the video tutorial found here:

Do you provide refunds?

Unfortunately, to protect and keep our confidentiality, we do not send back e-transfers. But we are here to satisfy your needs and find alternative solutions if you are not satisfied with your order. Please send us an e-mail at [email protected] with your Name, Order # and concern, and we will try our best to accommodate for you.

Shipping and Canada Post

My tracking information is not working.

Once your order is ready for shipment, we will send you an email with your tracking number attached before it has been scanned in at Canada Post. Until it has been scanned in on their end, your tracking number will not be traceable on the Canada Post website.

Please allow Canada Post up to 24 hours to update your tracking number. If it hasn’t been updated by the end of the next day, please email us at [email protected]

My package is going to the wrong destination.

If you’re tracking your package on the Canada Post website and it looks like it’s headed to the wrong city, it’s most likely due to human error at Canada Post. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days.

If you entered in an incorrect address, unfortunately we cannot cover your package. We recommend sending us an e-mail to [email protected] and we will try our best to find a solution for you.

What happens if I don't get my package?

If you do not get your package 2 days after the expected arrival date, let us know and we will file a trace with Canada Post.

If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. We do not offer postage refunds if your order arrives late due to any postal issues.

Every situation is different, but we’re here to help! Below is a general guideline:

If your package seems to be stuck, please contact us so we can make a claim for them to search for the package. If it is deemed lost at the end of the claim, we will look into replacing your order.

Please note that most of our decisions are based on Canada Post claims, but we are here to help situation by situation.

If your address was provided to us incorrectly, we DO NOT cover your order.

If your package was delivered to you and tampered with or stolen by Canada Post, we DO NOT cover your order. Although this may happen, we will handle it on a case by case basis. We will require your help to submit as much evidence as possible.

If your package has an error and it will be returned to sender, please contact us so we can see if we can get the package re-directed. If the address that we put was incorrect, we will work as quick as possible to correct it. If the address we put on the label was correct, then we DO NOT cover any return to sender cases.

Return to sender typically occurs when: invalid address, invalid address on label, person not at address, no suite number, no buzzer number, rejected by concierge, rejected by person at the address, etc.

Please contact us at [email protected] if you have any concerns regarding your package.

My order says it was delivered but I did not receive it.

There are 2 likely scenarios here:

a) the postal worker put it in the wrong mailbox, or

b) what often happens is that a postal worker will scan in all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering it.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later.

We do NOT cover any lost parcels after it has been marked delivered. If you have any questions or have a problem with your ship, please do contact us and we will try our best to help you!!!

From Canada Post:
The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked:

with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;
their Community Mail Box for the item or parcel compartment key;
around their property to see if the item was left in a safe location or in a mailbox attached to their home.
In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.”

How long will I have to wait for my order to arrive?

It all depends on your location in Canada. We ship all items via Canada Post. Under normal circumstances, your package is expected to be delivered in one to three business days. If you live in rural locations, occasionally it may take one to three days longer.

Please see the Canada Post web page for information on possible delays in your area.

Here is a general guideline:

BC
XpressPost
Urban Centre 1 day / Non-Urban Centre 1-2 days / Remote Area 5-7 days

Alberta, Saskatchewan, Manitoba
XpressPost
Urban Centre 1-2 days  / Non-Urban Centre 2-3 days / Remote Area 5-7 days

Ontario, Quebec
XpressPost
Urban Centre 2-3 days / Non-Urban Centre 2-4 days / Remote Area 5-7 days

Atlantic
XpressPost
Urban Centre 2-3 days / Non-Urban Centre 2-4 days / Remote Area 5-8 days

Nunavut, Northwest Territories, Yukon
XpressPost
Urban Centre 3-5 days / Non-Urban Centre 5-7 days / Remote Area 5-8 days

How do you ship? How much does it cost?

By default your order is shipped via Canada Post XpressPost .

Canada Post XpressPost for orders under $200 is $15.00, free shipping for all orders over $200

All orders are shipped with tracking numbers attached.

Orders over $300 will always require a signature unless requested not to in your order notes. This means your order will be sent to your post office if someone is not home or available.

Please note that due to the current global situation, Canada Post has temporarily suspended the signature option to minimize contact between couriers and recipients. With that being said, signature on delivery is currently unavailable.

How do you ship my package?

We understand that most people require discretion and privacy. We seal all our products in mylar bags, then vacuum seal bags. All shipments are sent with an alternating return address, so it is discrete when you pick it up.

Product Information

What can medical marijuana be used for?
  • Multiple Sclerosis
  • Spinal Cord Injury/Disease
  • Cancer
  • HIV/AIDS
  • Severe Arthritis
  • Epilepsy
  • ADD/ADHD
  • Eating Disorders
  • Arthritis
  • Auto Accident(s)
  • Alzheimer’s Disease
  • Brain Injury
  • Chronic Pain
  • Chronic Nausea
  • Colitis
  • Crohn’s Disease
  • Kidney Failure/Dialysis
  • Fibromyalgia
  • Irritable Bowl Syndrome
  • Migraines
  • Muscular Dystrophy
  • Muscle Spasms
  • Parkinson’s Disease
  • Sleep Disorders
  • Anxiety
  • Post Traumatic Stress Disorder
  • Hepatitis C
  • Gastrointestinal Disorders
  • Back & Neck Problems

Contact Smokey’s

Fill out the form below or contact us directly at [email protected]