Dispensary faq

HAVE QUESTIONS OR CONCERNS?

Check our FAQ for answers to commonly asked questions. Our customer support team is available to help if you cannot find your questions answered here.

If you do not see your question answered below, please do not hesitate to email us at support@premiummedicalmarijuana.com where our customer support representatives can assist you further. Alternatively, you can use the live chat button below to talk with a customer cervices online.

How do I place an order

We make it super easy to order from us!

  1. Start by filling out our simple registration form here
  2. Browse our premium selection from CO’s top producers here and add items to your cart
  3. Check out and pay using Bitcoins or Interac e-Transfer
  4. You will receive a tracking number for your package once payment is confirmed. Expect your shipment within 2-5 business days Depending on your state. You can check your order status here

Yes. We ensure that your order is packaged with care and vacuumed sealed. This protects your purchase and your privacy. We use mailers which are secure and discreet.
All orders come with a tracking link.

 

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.

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.

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.

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

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

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.

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)

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).

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.

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*

We will work quickly to help you resolve any issues you may have.
Please provide the following details when contacting us:

  • The order number
  • The name of the defective product
  • Details outlining the issue
Once we have these details we will do our best to help you resolve the issue.

If you believe that you have a defective product please contact us with a picture or video that demonstrates the issue with the item within 48 hours of receiving your order so that our team can help!

Please note that we only issue refunds in the form of points (store credit). Our team may deny claims that are not supported by a video demonstrating the problem.

PAYMENTS AND FEES

We accept Cash App, Zelle and Apple Pay. We will send you an invoice by email or phone # once you place an order. All of the payment information that you require to make Payment will be found on your invoice. For your convenience, we also accept Bitcoin. To pay with Bitcoin, just follow the instructions shown on the checkout page. We will only ship orders once payment has been confirmed.

No. We do not include tax with our orders.

For any order over $170 (after discounts), the shipping is free. We ship our orders via UPS, USPS FedEx  and DHL, and we provide a tracking number to you by email once the order has shipped. 

Bitcoin is a virtual currency that helps facilitate other payment transactions around the world while helping to keep buyer and seller anonymous and secure. Please refer to this external guide on how to purchase and sell Bitcoins.

Once the payment is sent, it may take a few hours for us to receive and then
deposit the payment (during business hours). If payment is sent during non-business hours, we will accept your payment the following business day. When your payment has been received by us, we will notify you by email. And we will send you a tracking number by email once the order is ready to ship out.
 
Once payment has been deposited, your order will be processed. Please note any payments deposited after 9:00AM (PST) will be shipped out the next business day  (although we will extend this cut off time internally as far as possible). We recommend that you send payment the day before you want us to ship your package.

Once the order is placed, the next step is to send your payment to us. We keep the order on hold until the payment is received. If there’s no payment after two days, then the order is cancelled.

SHIPPING AND HANDLING

We use UPS, USPS, FedEx and DHL which typically has a delivery date of 3-5 business days to major cities (depends on the location), with some packages up to 5+ business days if located far from major cities ! If you’re located a bit further away, we kindly ask for your patience!

Insured Shipping

If you select insured shipping and you didn’t receive your package after 2 days past the expected delivery date, contact us and we will begin an investigation with Shipping Company. If your package is deemed lost or un-deliverable when Canada Post conclude their investigation, you will be eligible for a full reimbursement (you can simply place another order)

Non-Insured Shipping

If you have NOT selected the “Insured Shipping” option, and you don’t get your package after two days past the expected delivery date, please contact us. We can do a trace with the Shipping Company. This investigation by the shipping company may take 07-14 business days (due to covid-19). If they are able to find the package, the shipping company will re-ship it to you free of cost. If the package is deemed “unrecoverable,” refunds will not be offered.
By selecting “Insured Shipping” as an option upon checkout, you are ensuring that the cost of your order will not be lost if the shipping carrier encounters any issues with shipping your package to you. If the carrier concludes that your package has been lost, stolen or cannot be delivered, a credit will be issued to you from Premium Medical Marijuana Shop for the full amount of your order (excluding insurance and shipping costs ) or a one-time replacement package will be sent to you.

Insurance cannot be added to the replacement package or credit reimbursement. If you wish to send payment for extra items within an order, insurance can be applied to the excess cost.

*Please note that Insured Shipping is only offered as a paid add-on to your order before the order has been shipped out and is not available for customers out of the United States.*
Here are two possible scenarios:
 
  • The postal worker delivered the package to the wrong mailbox
  • The postal worker mistakenly scanned the package as “successfully delivered,” but it will actually be delivered the next business day.

 

Shipping Carriers says:
“When our Track tool indicates that a letter or parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location. Also, check with everyone in the household as another member of the house may have received or retrieved the item. If a signature is shown on Track, see if it matches anyone in the household who may have signed for the item, as we deliver to the address and not to the name on the item.”
 
Note: In rare cases, a delivery scan is entered into our system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.
 
Shipping Carriers:
“If 24 hours have passed since the Track tool indicated the letter or parcel was delivered but the item hasn’t arrived, the sender can report the problem by starting a claim using Online Service Tickets.
 
Note: Only the sender can file a claim for non-delivery. If you are the recipient please get in touch with the sender or call the Shipping Carriers Customer Service.”

Any order over $300 dollars is sent with a ‘Signature Required.” If you don’t want this option, please leave a note with your order indicating “No Signature required”. Please note that Insured orders have a signature requirement which cannot be waived.

This is likely a minor processing error on Shipping Carriers end, and it should correct itself within 1-2 business days. If your package remains in the same location for more than 2 business days, please contact our Customer Support via live chat or email for assistance.

In many cases the tracking isn’t updated due to a missing scan, which is a common occurrence for Shipping Companies. If your tracker is not updating, and the package is not delivered within 5 business days of shipment, please contact us and we will do a trace with the Shipping Company.

Premium Medical Marijuana Shop assumes no responsibility for lost orders due to:
 
  • Wrong address provided by the customer (including typos or auto-correct errors)
  • Customer change of address / residence
  • Theft after delivery
  • Package being rejected upon delivery (by doorman or other)
We no longer use a return address. Packages with incomplete/ incorrect addresses (missing unit #) will be undeliverable by the Shipping Company and not returned to us. No refunds or replacements will be given for this mistake. PLEASE MAKE SURE YOU ENTER IN YOUR CORRECT ADDRESS. Contact us immediately for corrections before paying.

Product Issues and Complaints

Did you receive a defective or damaged product? Please do not hesitate to let us know via:

We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:

*IT IS VERY IMPORTANT TO FOLLOW THESE STEPS*

  • The order number
  • Details outlining the incorrect order
  • *Please ensure to include photos or a video of the incorrect order*
    • VACUUM BAG MUST STILL BE ATTACHED
    • FAILURE TO DO SO WILL RESULT IN YOUR ORDER NOT BEING CORRECTED.

Once we have these details, we will do our best to resolve any product issues with you as fast as possible.

PLEASE NOTE: You have up to 24 hours to notify us of anything wrong with the order.

Did you receive a defective or damaged product? Please do not hesitate to let us know via

We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:

  • The order number
  • The name of the defective product
  • Details outlining the product issue
  • *Please ensure to include photos or a video of the defective product

Once we have these details, we will do our best to resolve any product issues with you as fast as possible.

In the event that we cannot troubleshoot the product issue, we will offer a credit to your account in points or a free replacement.

PLEASE NOTE: You have up to 24 hours to notify us of anything wrong with the order.

At Premium Medical Marijuana we are committed to providing our members with top quality products. Unhappy with the quality of a product you received? Please reach out to let us know!

If you feel you have received a product that is not up to quality standards please provide the following details:

  • The order number that the product was received in
  • The name of the product
  • Details outlining the product quality issue
  • *Please ensure to include photos or a video of the product

Once we have these details, we will do our best to resolve any product quality issues with you as fast as possible.

*Please note: We DO NOT accept returns.  However, in the event that you have received a product that is not up to quality standards, we will offer a a discount on your next order, or a credit to your account in points.

If you’re unhappy with one of our products, please email our support team within 14 days from the delivery date and we will try our best to resolve the issue. Any incorrect orders older than 14 days cannot resolved.