FAQs

Find the answers to most commonly asked questions below. 

Didn’t find the answer you were looking for? Start Live chat (you’ll find it at the bottom right corner of your browser) with our Customer Support. We are open Monday – Friday 9AM – 5PM Pacific Time and close on weekends and national holidays.

ACCOUNT

Do I need an account to make a purchase?

Yes! High Grade Aid is a private club that requires our members to go through a registration process.

How do I open an account?

To sign up, go HERE, fill a quick form and attach an image of a Canadian government-issued photo ID confirming that you are 19 years or older and that you have a Canadian address that we can ship to.

Why do you need my ID?

Two reasons, to check that you:

  • Are 19 years old and over. We required by Canadian law to verify your age when you purchase cannabis and cannabis products from us.
  • Have a Canadian address. We can only ship to Canada.

* If you submit a foreign ID, that’s OK, so long as you have a Canadian address that we can ship to. We will email you to confirm a Canadian address.

At High Grade Aid the privacy of our customers has always been and will continue to be our first priority. Under no circumstance do we distribute or give up any of your personal information to law enforcement, other businesses, or any other third party.

When will I know my account is approved?

The approval process may take up to 24 hours, especially when submitted over the weekend (as we have limited staff). During the business day, it’s much quicker. Once approved, you will receive a welcome email from us.

If you need immediate approval, please contact Customer Service.

Do you have any incentives for first time order?

Yes we do! For your first order:

1) Use coupon code welcomefreeshipping to waive your shipping fee. Your order must be over $75 (after any coupons and points redemption applied) for it to work. After entering the coupon code, the free shipping option will then appear on your checkout form. Please check the free shipping option to waive the shipping fee on your order.

2) On your account sign up, you are gifted 100 reward points, value at $4, which you can redeem on your first order. Going forward, for every $1 you spend (not including shipping fee), you will earn 1 point in your account. Redeem 25 points for $1 cash discount on your next order.

ORDERING & PAYMENT

How do I make an order?
  1. Log in to My Account
  2. Browse through our shop and add products to your cart
  3. When you are ready to check out, click on the shopping cart icon on the upper left of page. 
  4. At the top of the Check out, redeem any points and apply any coupon codes.
  5. Complete your shipping address and notes.
  6. Click on PLACE ORDER
What payment do you accept?

We accept Interac E-Transfers only. Please send payment with the following details:

Email Address: [email protected]

Security Question: (we don’t read this…unless it’s funny! Please do not use numbers or reference cannabis.)

Passcode Answer: highgrade

Memo: Your order number

You can find your order number on your order confirmation email or if you are logged in, My Account>Orders

When do I make the payment?

After you submit your order, you have 48 hours to send your E-transfer. Our system will then send you a reminder email to pay and give you another 24 hours. If payment is not received by this time, your order will be automatically cancelled and your items will be released back to inventory.

When will my order get fulfilled?

It depends on how your order is shipping and when you made your payment. Meeting our service standard is our priority; however, please note that major disruptions outside our control (e.g. extreme weather, power outage, transportation network disruption, natural disaster, pandemic) may delay your order fulfillment and shipment. 

SERVICE STANDARD

CANADA POST

  • E-transfer in before 10 AM Pacific Time, business day – Your order will ship out the same day
  • E-transfer in after 10 AM Pacific Time, business day – Your order will ship on next business day
  • Etransfer in on the weekend/national holiday – Your order will ship on the next business day

PUROLATOR

  • E-transfer in before 12 PM Pacific Time, business day – Your order will ship out the same day
  • E-transfer in after 12 PM Pacific Time, business day – Your order will ship on next business day
  • Etransfer in on the weekend/national holiday – Your order will ship on the next business day
How do I make a change to my order?

You can still make changes to your order if your order status is ON HOLD. If it’s COMPLETED, it may be too late.

Unfortunately any changes to your order has to be done manually by our staff. Please contact us via:

1) Live Chat (blue chatbox on the bottom right of our page) to speak with our Customer Service agents (quickest service during the business day)

2) Email us at [email protected] (quickest during the weekend and holidays)

How do I fix a mistake on my order?

Common mistakes (e.g. shipping address, shipping requests, phone number, etc) have to be manually corrected by our staff ASAP, ideally when your order status is still ON HOLD. If it’s COMPLETED, it may be too late.

Unfortunately any changes to your order has to be done manually by our staff. Please contact us via:

1) Live Chat (blue chatbox on the bottom right of our page) to speak with our Customer Service agents (quickest service during the business day)

2) Email us at [email protected] (quickest during the weekend and holidays)

How do I cancel my order?

Cancelling your order has to be done manually by our staff. Please contact us via:

1) Live Chat (blue chatbox on the bottom right of our page) to speak with our Customer Service agents (quickest service during the business day)

2) Email us at [email protected] (quickest during the weekend and holidays)

SHIPPING

What is the shipping cost?
  • $20 for orders under $150. Ships via Canada Post.
  • $15 for orders between $150 – $249. Ships via Canada Post.
  • $29 upgrade to Purolator shipping option is available for orders under $250.
  • Shipping is free for all orders over $250. Ships via Purolator (except to PO Box, community mailbox and Flex adresses).

* Order total, after discounts but before shipping fee.

Do you have free shipping?

Yes we do! Shipping is free for all orders over $250*. Your order will ship by default via Purolator (except to PO Box, community mailbox and Flex addresses), Signature Required, 1 – 3 business days delivery, unless you request otherwise in your checkout notes. 

* Order total, after discounts but before shipping fee.

What are my shipping options?

Depending on your order total, the following are your shipping options:

Orders under $250

  • CANADA POST, SIGNATURE REQUIRED – default
  • CANADA POST, SIGNATURE NOT REQUIRED – must be requested 
  • PUROLATOR, SIGNATURE REQUIRED – $29 shipping fee
  • PUROLATOR, SIGNATURE NOT REQUIRED – must be requested, $29 shipping fee
  • PUROLATOR, HFPU (Hold for Pick Up) – must be requested, $29 shipping fee

Orders over $250

  • PUROLATOR, SIGNATURE REQUIRED – default
  • PUROLATOR, SIGNATURE NOT REQUIRED – must be requested 
  • PUROLATOR, HFPU (Hold for Pick Up) – must be requested 

* Order total, after discounts but before shipping fee. 

* PO Box, community mailbox and Flex Addresses are the property of Canada Post so if your shipping address is one of these, it can only be shipped via Canada Post.

IF SHIPPING TO A HOUSE:

As a default, our parcels require a SIGNATURE upon delivery. If you are not home, the delivery company will try again the following day. In case that doesn’t succeed, you will need to pick it up at the nearest depot provided by the carrier.

For convenience, you may request shipping with NO SIGNATURE at the checkout process. However, we consider your tracking status “Delivered” as proof of delivery, whether you actually received your package or not. There will be NO REFUNDS–we are not responsible for any packages that go missing.

If you know you won’t be home to receive your package or if your neighborhood has parcel theft problems, we suggest you get:

  • Canada Post – Flex Address. Your package will ship to your Flex Address at the nearest Post Office.
  • Purolator – Hold for Pick Up. Your package will ship to the nearest Purolator depot.

IF SHIPPING TO AN APARTMENT OR CONDO:

By default, our packages require a signature upon delivery. We highly recommend that your concierge sign off on your package. In case there is no concierge, you will need to share with us your buzzer code. If you are not home, they will try the following day. If this also doesn’t succeed, you’ll need to pick it up at the nearest pick-up depot.

You can also have it shipped to the closest shipping office and held for pick-up.

IF SHIPPING TO A PO BOX, community mailbox or FLEX ADDRESS:

Your package will be sent via Canada Post as they are the only postal carriers that have access to PO Boxes, community mailboxes and Flex Address boxes.

Do you offer same day delivery?

No same day delivery unfortunately.

FYI – It is possible for you to receive it next day (best scenario) as we can ship the same day via Purolator, but your order and payment must come in BEFORE 3PM Eastern time.

Do you offer curb-side pick up?

No curb-side pick ups. We are strictly an online mail-order service and do not have a physcial location available for you to pick up from. 

When will my parcel arrive?
  • CANADA POST – 2 – 5 days normally, but due to COVID, Canada Post is experiencing unprecedented high volumes so parcel delivery is delayed. Delivery times are currently 3 – 21 business days, with most delivered within 15 business days. For eastern provinces and rural areas especially, increase this timeline. Please plan accordingly.
  • PUROLATOR – You will recieve your order within 1 – 3 days. Be aware that there may be a few days delay due to the pandemic.

* Delivery times are estimates from the 3rd party mailing service and start from the date of shipping, not from the date of order.

*Each post carrier is a separate business entity with its own business policies. Once the packages are in the hands of the carriers, we cannot direct or influence their delivery time.

Do I get a tracking number?

Yes! When our team packs your order, you will receive a tracking number from us by email. If you didn’t get your tracking number, please check your spam folder to see if it ended up there. If you still can’t find it, please contact us at Live Chat or by email at [email protected]

As dropoffs happen near the end of the day, please wait until 8 PM EST (5 PM PST) to see updates to your tracking info. If you do not see any movement, please contact Customer Service to follow up.

Why is my tracking number not working?

When we pack your order and create your label, our system will automatically send you a shipping confirmation notification with your tracking number. If your tracking number has no information, it means we haven’t dropped it off at the courier yet for them to scan. Please wait until the end of day (after 5 PM EST) to check for updates to your tracking info. 

Tracking shows my package is travelling to the wrong city?

This is likely human error on behalf of the courier. Postal workers may input the postal code incorrectly and route the package to the incorrect city. This may delay your package by 1 – 2 days before the error is corrected and reroute to the correct destination.

My parcel has not arrived on the expected date of delivery! What do I do?

CANADA POST – Due to COVID, Canada Post is experiencing unprecedent hig volumes so parcel delivery is delayed. Delivery times are currently 3 – 21 business days, with most delivered within 15 days. For eastern provinces, and rural areas especially, increase this timeline. Please plan accordingly.

If on business day 20 there has been no update or your package not delivered, please contact us. We will initiate a trace with Canada Post, as they will begin investigation on day 21. Your package will then be on their radar and they will respond within six business days. The majority of time, your parcel will be found and be delivered to you. If however, it is found that your order is undeliverable or lost, we will either refund your order via store credit or reship your order if stock is available.

PUROLATOR – If on business day 3 there has been no update or your package not delivered, and there has been no reason given, please contact us. We will initiate a trace with Purolator. Majority of time, your parcel will be found and be delivered to you. If however, it is found that your order is undeliverable or lost, we will either refund your order via store credit or reship your order if stock is available.

* Delivery times can be delayed due to circumstances like national holidays, road/airport closures, inclement weather, high volume season (Black Friday, Christmas). Please check our homepage, store banner notice and your shipping confirmation email notice for news on delivery delays.

My parcel did not arrive - tracking number shows delivered

Resolution depends on the information on your tracking number and how it was shipped (with signature required or no signature required).

DELIVERED (but you did not receive)

  • Signature-Required Parcel – We consider the signature on your tracking information as proof of delivery, whether you actually received your package or not. Please check with your neighbors to see if they have received your package by accident. Many parcels were recovered this way.

    There will be NO REFUNDS–we are not responsible for any packages that go missing. If however, there is an error, e.g. delivered but no signature even though it was required, we can look at a resolution. We will either refund your order via store credit or reship your order if stock is available.

  • No Signature Parcel – Sometimes packages can be mistakenly marked as “Delivered” by the courier prior to actual delivery and the package will show up 1-2 days later. Please check with your neighbors to see if they have received your package by accident. Many parcels were recovered this way.

    We consider your tracking status “Delivered” as proof of delivery, whether you actually received your package or not. There will be NO REFUNDS–we are not responsible for any packages that go missing.

My parcel arrived damaged during transport. What do I do?

If your parcel arrives “dead on arrival” (DOA) or has a broken seal, please video the parcel damage and unboxing to see if the contents are damaged as well. Please provide the video for our review within 48 hours upon receiving the package. Resolutions may include store credit, reward points, or reshipment. We want to make it right for you!

Privacy: can my order be packed discreetly?

Yes! We make sure that all our packages are double-sealed and smell-proof, in discreet packaging that does not include our company name or information about the contents inside.

REFUND/EXCHANGE

I received a defective or the wrong product

If for any reason the products you have purchased from us are damaged, defective or incorrect, please document (e.g video to show the product is not working or photograph if the product is obviously defective) to provide for our review and contact us within seven days of receipt of delivery to resolve this problem. Some examples of the damaged flower include, but are not limited to, mold, bud rot and lots of seeds. Please do not continue to consume the product as we may request you to return the product to us for our review. Resolutions may include store credit, reward points, or reshipment. We want to make it right for you!

If a product has arrived “dead on arrival” (DOA) or has a broken seal you have 48 hours upon receiving the package to notify us. Again, please document (video and/or photograph to provide for our review).

I am missing a product in my parcel

To protect your purchase and to expedite the resolution process, please video the unboxing of your package every time, just in case there is missing or incorrect product. We strive to minimize errors during order fulfillment but sometimes mistakes happen. If you are missing any product, please provide the video as proof that the product was missing at the time of unboxing, within 48 hours of receipt. Photos are NOT sufficient proof. Without the unboxing video, we cannot provide any resolution.

I received my order but it wasn't what I expected.

If you received the wrong product (you ordered it but got something different), please document (e.g video and/or photograph the product to provide for our review) and contact us within seven days of receipt of delivery to resolve this problem. Resolutions may include store credit, reward points, or reshipment. We want to make it right for you!

If you received the right product (you ordered it and got what you ordered) but decided that you no longer want it – unfortunately we do not accept returns for exchange or refund for the following reasons:

  1. After shipping and handling by the end-user, the product quality is already compromised.
  2. Due to the nature of the products, returning products (if they are not properly vacuum-sealed to eliminate cannabis smell) is very risky and subject to parcel seizures. 
I used your product but it was not strong/effective for recreational/medical purpose. What do I do?

We do not offer medical advice nor guarantee of efficacy of the products we sell. Results are subjective due to individual’s tolerance level. These products are not intended to diagnose, treat, cure or prevent any medical ailments. Any information on our site is not intended to be substitute for medical advice or treatment and not intended to cover possible uses, directions, precautions or effects of products that we sell. Unless the product is defective, all sales are final. 

I got a refund from you but I missed out on the sale because it ended. Can I still get the sale price?

Unfortunately no. Refund of any portion of the purchase will require equal forfeiture of sale offer or amount equal to offer.

My parcel arrived empty (no products)

To protect your purchase and to expedite the resolution process, please video the unboxing of your package every time, just in case there is missing or incorrect product. We strive to minimize errors during order fulfillment but sometimes mistakes happen. If you are missing any product, please provide the video as proof that the product was missing at the time of unboxing, within 48 hours of receipt. Photos are NOT sufficient proof. Without the unboxing video, we cannot provide any resolution.

My parcel did not arrive - tracking number has no updates or shows undeliverable

CANADA POST – Due to COVID, Canada Post is experiencing UNPRECEDENTED volumes so parcel delivery is delayed. Delivery times are currently 3 – 21 business days, with most package arriving within 15 business days. For eastern provinces and rural areas especially, increase this timeline (so please plan accordingly).

If on business day 21 there has been no update or your package not delivered, please contact us. We will initiate a trace with Canada Post. Your package will then be on their radar and they will respond within six business days. Most of the time, your parcel will be found and be delivered to you. If however, it is found that your order is undeliverable, we will either refund your order via store credit or reship your order if stock is available.

PUROLATOR – If on business day 3 there has been no update or your package not delivered and no reason was given, please contact us. We will initiate a trace with Purolator. Most of the time, your parcel will be found and be delivered to you. If however, it is found that your order is undeliverable, we will either refund your order via store credit or reship your order if stock is available.

My parcel did not arrive - tracking number shows delivered

Resolution depends on the information on your tracking number and how it was shipped (with signature required or no signature required).

DELIVERED (but you did not receive)

  • Signature-Required Parcel – We consider the signature on your tracking information as proof of delivery, whether you actually received your package or not. Please check with your neighbors to see if they have received your package by accident. Many parcels were recovered this way.

    There will be NO REFUNDS–we are not responsible for any packages that go missing. If however, there is an error, e.g. delivered but no signature even though it was required, we can look at a resolution. We will either refund your order via store credit or reship your order if stock is available.

  • No Signature Parcel – Sometimes packages can be mistakenly marked as “Delivered” by the courier prior to actual delivery and the package will show up 1-2 days later. Please check with your neighbors to see if they have received your package by accident. Many parcels were recovered this way.

    We consider your tracking status “Delivered” as proof of delivery, whether you actually received your package or not. There will be NO REFUNDS–we are not responsible for any packages that go missing.

SALES/PROMOTION

Sales Promotion Disclaimer

All offers are limited to in-stock products; no rain checks are available. Not valid on prior purchases or future purchases after the sale has ended. Promotions have no cash value. Refunds of any portion of the purchase will require equal forfeiture of offer or amount equal to offer. Other restrictions (such as limit per customer) may apply. We reserve the the right to end or modify any promotion at any time. 

Can I combine the coupon code with other coupons?

Unless specified, YES! You can assume that the offer may be combined with any other current sale, promotion, points redemption, discount, code and coupon.

The product is out of stock! Do you do rain checks?

All offers are limited to stock on hand. No rain checks are available.

I missed the sale! Can I still get the sale price?

Unfortunately no. The offer is on valid during the time specified, until supplies last. It cannot be retroactively applied on prior purchases or future purchases.

I got a refund from you but I missed out on the sale because it ended. Can I still get the sale price?

Unfortunately no. Refund of any portion of the purchase will require equal forfeiture of sale offer or amount equal to offer.

REFER-A-FRIEND PROGRAM, Give $25 Get $25

How does it work?

Refer your friends! They will get a $25 coupon code and you’ll get a $25 credit in your referral acocunt, which will be automatically deducted on your next order.

* To be considered a qualified referral, your friend must be new to High Grade Aid (must not have an existing account with us) and they make their first order ($100 and over) AND use the referral code.

Our referral system is automated. Here is how it works

  1. Log in and go to https://highgradeaid.com/refer-a-friend/
  2. Enter your friends’ email addresses OR
  3. Click Share via Facebook, Twitter or WhatsApp. The sytem will generate a post with your referral code. You have to post on those platforms successfully for it to work.

If you want to refer on Reddit:

  1. Login and go to https://highgradeaid.com/refer-a-friend/
  2. Click Share via Facebook, Twitter or WhatsApp. The sytem will generate a post with your referral code. You have to post on those platforms successfully for it to work.
  3. Cut and paste from your Facebook/Twitter/WhatsApp post into your Reddit post.
What is a qualified referral?

To considered a qualified referral and get your $25 credit, your friend must meet the following criteria:

  1. Your friend must be new to High Grade Aid (must not have an existing account with us) and they make their first order ($100 and over) and use your referral code.
  2. Your friend cannot share the same billing and/or shipping address that is on your account.
How does my friend redeem their $25?
  1. Open an account with us at https://highgradeaid.com/my-account/
  2. Make an order over $100 and apply the referral code coupon at checkout.
How do I get and redeem my $25?

When the qualified referral is completed (when your friend’s first order’s status is updated to Completed), the system will update your referral account with the name of your friend and your $25 credit. When you make your order, the system will automatically deduct your referal credit balance from your order.

What if I made a referral but I didn't go through your referral process?

Unfortunately you will not get credit. Please go through the process so our system can track your referrals. It is automated and has checks & balances in place to ensure the rules are followed in order to get your reward.

I followed the process, my friend made their first order but I didn't get $25 credit. What do I do?

Contact us at Live Chat or by email: [email protected]! We’ll find out what went wrong and resolve. We want you to get credit!

REWARD POINTS PROGRAM

How does it work?

For every $1 you spend (not including shipping fees), you will earn 1 point in your points account. Redeem 25 points for $1 cash discount on your order.

How do I redeem my points?

When you are ready to check out your shopping cart, proceed to Checkout.

  1. At the top of the checkout form, you are asked if you want to use your points for discount on your order. If you want to redeem your points, click on the Apply Discount button.
  2. A box will appear and ask you how many points would you like to apply. Enter the number of points you wish to redeem and click OK.

Your discount is applied to your order.

What other ways can I earn extra points?

We would love to hear what you think about our products! Write a product review on our product page and earn 25 points (value $1) per review. You must be a verified purchaser of that product in order to be able to write a review. 

How do I know how much points I have?

Log in to My Account and on the left navigation menu, click on Points. You will see your points total and a record of points earned and redeemed by date.

PRIVACY POLICY

Is my private information safe?

We store all our member information in SSL 256-bit encrypted servers. High Grade Aid will NEVER provide your personal info to anyone else. We use the latest technology possible to protect your privacy. If you have any concerns regarding your personal information, please contact us.