Frequently Asked Questions

Orders


  • Who can I refer?

    You can refer friends or family who reside in Canada over 19 years old.

  • How do I make a referral?

    Click here to make a referral.

  • How many friends can I refer?

    There is no limit to the number of referral offers you can send to your friends. However, you're limited to receiving a maximum of $600 in-store credits per calendar year.

  • What does my friend need to do to redeem the referral?

    Your friend must register for an account and redeem the coupon by entering your code at checkout and complete payment of their order with a minimum spend of $100.

  • How do I qualify for a referral reward?

    You must be a current Marijuana Insider member. In order to qualify for rewards, your friend must place an order and complete payment using your coupon with a minimum spend of $100.

  • How long does it take for the in-store credit to be applied to my account?

    The in-store credit will be applied 2-3 weeks after your referee has completed placing an order with your coupon.

  • Will you give out my friend's contact information?

    Marijuana Insider will not give out your friend's information.  Check out our Privacy Policy.

  • If I was referred by more than one person, can I get more than one credit?

    Sorry, you can only accept one referral offer.

  • How long are referrals valid?

    Once you receive your referral, you'll have 90 days to redeem your offer registering for an account and placing a minimum order of $100 using your referral code. The discount will be applied at the time of checkout

  • How do I redeem the referral?
    1. Register for an account with Marijuana Insider. You must be over 19 years old and reside in Canada with a valid Canadian shipping address
    2. Place an minimum order of $100
    3. Enter your coupon code at the time of checkout to apply your discount.
    4. Send payment and wait for your tracking code.

     

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Interac e-Transfer and Payments


  • What payment methods do you accept?

    Payment is made using Interac E-transfer. If you use online banking with a Canadian bank or credit union, then sending a transfer takes just a couple of minutes.

    Payment instructions will be provided on the order confirmation page after checkout. Orders where payment is received by 11 AM PST will ship the same day while payments received after will ship the following business day. After we receive your payment, your order will be shipped within 24 hours.

    If you are new to Interac e-transfers, please visit http://www.interac.ca/en/interac-e-transfer-consumer.html

  • How do I send an Interac e-Transfer?

    If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes.

    Google is a great tool and if you search "your bank name" + Interac E-transfer on Google.ca, you should easily find instructions on how to send an e-transfer with your financial institution.

    For information on sending an e-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

    Or watch this video below:

    <iframe width="560" height="315" src="https://www.youtube.com/embed/7xEIgj5_dTc" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

     

  • Where do I find your information to send payment?

    Payment details are found on the order confirmation page after you have placed your order. Please keep a copy for your records or screen shot the page so you know where to send payment.

    Please note that the e-mail address to send payment changes periodically so make sure you are sending to the one on your confirmation page.

  • What do I put as the security question for the e-transfer?

    Please put your 6 digit order number as the security question. For example, "000000"

    You do not need to put "Your order number 000000."

  • Do I need to notify you when I've sent payment?

    No, it is not necessary as we already receive a notification to our inbox from your bank when the e-transfer is sent to us.

    If you do not receive a payment confirmation e-mail from us after 24 hours, it means that your bank may have placed a hold on the transfer and is waiting for you to verify payment, or you sent the e-transfer to an incorrect e-mail address. Please ensure accuracy in the transfer details and please note our email address changes periodically without notice.

    Please allow more time for e-transfers sent over the weekend to be deposited.

  • Why is my order on hold?

    All orders are placed "on hold" until payment has been accepted.

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  • Why haven't you accepted my Interac e-Transfer?

    Please give us a day to accept Interac e-transfers. However, if you are sending payment over the weekend please allow until Monday morning for your e-transfer to be accepted. If Monday is a holiday then please allow until Tuesday.

    It also may be the case that your e-transfer was not accepted because your bank blocked the transfer. In this case you need to contact the bank to verify the transfer so that we can accept payment and begin processing your order.

    Please also ensure you send payment to the correct e-mail address by copying and pasting the e-mail address on the order confirmation page. Our e-mail address changes periodically without notice in an effort to prevent fraudulent payments.

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Shipping and Canada Post


  • What happens if I do not 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 5-7 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. Please see our Terms and Conditions regarding unrecoverable packages.

    Please note we are not responsible for postal delays.

  • Why was my package sent with a "Signature Required"?

    All orders will automatically be sent with Signature Required to make sure packages are delivered to the proper recipient. If you do not want this option, please select No Signature Required at checkout.

    If you choose the No signature option, be advised that we cannot guarantee the delivery of your package.

  • My tracking says "Successfully Delivered" but I have not received my parcel

    There are 2 likely scenarios:

    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. Please see our Terms and Conditions regarding unrecoverable packages.

    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 cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.

  • My parcel 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.

  • My Canada Post tracking has not updated recently

    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.

  • My Canada Post tracking number does not work.

    First, please make sure you track your order on a device other than your mobile phone, such as a desktop, as our website is not compatible across all mobile devices.

    Try copying and pasting the tracking # onto Canada's post website instead of clicking on the direct link.

  • Where is my tracking number

    Please allow up to 24 hours (excluding weekends and holidays) for your tracking # to be sent via e-mail after having received your payment confirmation e-mail. If you have not received an e-mail with a tracking number, login to your Ganja Express account and see if there is a truck icon beside your order number. This icon indicates your order has been shipped and clicking it will bring you to your tracking link.

    If your tracking # has not been updated after 24 hours (excluding weekends and holidays) after having received your payment confirmation e-mail, there's a slight chance we may have missed your order so please contact us right away to ensure we process and send your order.

    Also, please wait until the end of day and your tracking number should appear correctly. If it does not, please email [email protected] and we will look into it.

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  • Will my order arrive in 2-3 days via Canada Post Xpresspost?

    The delivery times are estimated by Canada Post and they are our sole method of delivery.  Shipping times vary dependent on your location within Canada as Canada  Post requires more time and reduces deliveries to smaller towns/rural areas. Canada Post may also experience delays due to weather.

    For instance, Canada Posts website states: "Delivery standards apply to items sent between most major urban centres and are estimates only. Actual delivery times depend on origin, destination, weather conditions and other factors. Other terms and conditions apply."

    Packages to Nunavut, Northwest Territories and Newfoundland are not guaranteed by Canada Post. As a result, we are unable to offer a guarantee to our customers from those areas either.

  • Nunavut, Northern Quebec, Northern Ontario, Norway House, Yukon and Northwest Territories

    Unfortunately, we experience a much higher % of postal thefts and confiscated packages when shipping to Northern Quebec, Northern Ontario, Nunavut, Yukon, Northwest Territories and Norway House, Manitoba, therefore we cannot offer any delivery guarantees if you live in these areas and you will be ordering at your own risk. This means you will not receive a replacement package or refund if your package is lost, stolen, or confiscated.

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