Dispensary FAQ

How do I place an order

Ordering is quick and easy.

  1. Click Register and create an account with us on the top right corner
  2. Locate the Products page
  3. Choose a product, choose your quantity and “Add to cart”
  4. Click the “CART” or “VIEW CART” when you are done and review your order.
  5. Remove items by clicking the “X” button. Add/reduce quantities by clicking the “+” and “-“ buttons beside a product. Click “UPDATE CART”.
  6. Click “PROCEED TO CHECKOUT” when ready.
  7. Review your billing details, shipping details and order details.
  8. Choose “PLACE ORDER” when you are done
  9. Check your email for a confirmation letter and next steps to issue an E-Transfer.
  10. Send your E-Transfer and congratulations! You’ve placed your order.
  11. Allow us 24 hours to process your order and expect delivery in 2-3 business days.
Can I cancel my order

All orders that have been paid for cannot be cancelled. If an order has been placed and payment has not been sent, our system will automatically cancel this within 72 hours.

Can I make changes to my order after the order has been placed?

For small changes please email sales@premiummedicalmarijuana.com and our supervisors will assist you. For major changes to the order, please disregard the existing order and place a new one. If payment has been sent and accepted before cancellation no changes can be made.

Why does my order say on-hold?

All orders that have not been paid for are placed on hold. After sending payment, allow 24 hours for payments to be processed and up to 48 hours on weekends & holidays. Once payment has been accepted, orders will be updated to processing and an email should follow shortly that payment has been accepted.

Can I talk to a customer service rep?

For most circumstances we do not take phone calls unless specifically requested. Our customer service representatives are here to help you via email and live chat.

Can I return products?

Yes, for more details on refunds, read our refund policy.

Products differ from batch to batch, not all products will be the exact same when back in stock*

What safety and security is offered with my order?

Your order will be handled with care and sealed properly to protect your purchase and privacy.

We offer discreet shipping with packages arriving in nondescript boxes with no markers of what is inside. Also, all products are double vacuumed sealed to ensure the package is smell proof.

When does my package get shipped?

Orders paid before 11:00AM (PST) will ship the same business day. Any orders paid for after 11:00AM (PST) will be shipped the following business day (excluding weekends & holidays)

Where is my tracking and why has my order not been shipped?

For payments sent prior to our 11:00AM cut-off, tracking numbers will be sent by 6:00PM (PST). If you missed our cut-off, tracking numbers will be sent by 6:00PM(PST) the following business day (in some cases, tracking may be in your spam folder).

Shipped package to wrong address?

If a package has been delivered to the wrong address due to customer error. Please update your shipping address immediately and notify one of our members right away. We do not cover any lost packages delivered to the wrong address due to customer negligence. We cannot ship packages to the correct address until we receive the package back and Re-Shipment fees will be $20 per parcel.

What happens if my package does not arrive?

Our policy covers 100% of any package that is undeliverable/lost while in transit or up to $1000 or 50% of parcel depending on the value. No refunds, replacements will be in the form of products or credit. Lost packages that state Delivered are only covered up to $100. If your package has not arrived yet, please give it an extra 2 business days before we start an investigation.

Packages are not considered lost/stolen until the delivery service confirms it is missing which can take approximately 5-7 business days.

P.O Boxes
Packages shipped to P.O Boxes will only be covered up to $100. Remote areas which only have P.O Boxes as a recipient address is at higher risk for seized/lost packages

*Replacement Packages if lost/stolen a second time do not get replaced*