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F.A.Q

Below are some of the most commonly asked questions. Please contact us if you have any other questions!

 

Do I need to be a member to purchase from your website?

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

How do I register as a member?

It’s easy! All we need is your completed application form, and a copy of your valid government-issued photo ID, confirming you are 19 or older.  Sign up here!

Does membership give me legal status to possess marijuana?

No. Only Health Canada is able to provide you with legal status, so always be safe and discreet with your medicine.

How can I reset my password?

If you forgot your password, you can click “Lost your password?” on the login page.
If you know your password but would like to change it, click on the “My Account” page, then “Account Details,” and you should see the option to create a new password.

Why do you need my ID?

In Canada, the minimum age to purchase cannabis is 19 yrs old. By law, we are required to verify your age when you open an account with us. At High Grade Aid the privacy of our clients has always been, and will continue to be, our first priority. We want to foster a relationship with each of our clients based on trust and confidence. Under no circumstance will we distribute or give up any of your personal information. This includes law enforcement, other businesses, or any other third party.

Is my personal information safe?

All our member information is stored in secure, SSL 256 bit encrypted servers. We NEVER provide your personal info to anyone else ever, period! We use the most updated technology possible to protect your privacy. If you have any concerns regarding your personal information please contact us.

How do I place an order?

Our e-commerce platform works just like any other; simply add the items you wish to purchase to your cart, and then go through our simple checkout process, which is as easy as entering your address, specifying shipping instructions, and selecting a payment method.

How can I pay for my order?

We currently only accept payments via E-Transfer and PayPal. Please include your order number in the notes of your payment.

My free shipping code isn’t working.

Once you are ready to check out, be sure that your order total is above $75 after any points or discounts you may be using. After entering the coupon code, you should see the option of free shipping appear, however, you must still select this option before proceeding in order for it to apply to your total.

Is it safe ordering with High Grade Aid?

Absolutely! We make sure that all our packages are double sealed and smell-proof, in discrete packaging that does not include our company name whatsoever. Once we receive your order, we will ship out your order.

When will my order get processed?

Payment must be received before your order gets processed. Please make sure you have sent the payment either through Interac E-Transfer or Paypal.

Once I pay for my order, how long does it take to get processed?

If you submit your order and payment before 1PM PST, your order will be processed, packaged, and made ready to be shipped out on the same day. If we receive the order or payment after 1PM PST, it will then be processed and shipped out on the next business day.

Can I talk with a customer representative?

Of course! You can email us at anytime at info@highgradeaid.com, and we’ll respond as soon as we can. If you need to speak to someone right away, try our Live Chat option on the bottom right hand side, available from 10PM-4 PST PM Mon-Fri.

Do you ship outside of Canada?

Sorry, we only ship within Canada.

Can I edit, add, or cancel my order?

Yes, you can do this within your account if your order has not been processed or shipped yet.

What is your refund/exchange policy?

If for any reason our flower products that you have purchased from us are damaged, you have 14 days upon the day of receiving the package to contact us to resolve this problem. Some examples of damaged flower include, but are not limited to, mould, bud rot, and lots of seeds.

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. We will then send a replacement or store credit. Such products can include but are not limited to: vape pens, vape cartridges, concentrates, capsules, edibles, etc.

You may be asked further questioning and photos which will be evaluated by our product team. Once our product team has evaluated your case, if suitable, HGA will either provide you with a store credit or a replacement for your product(s).

You also acknowledge that you are responsible to make sure you have received the correct order and items. If there is an error with your package, you have 48 hours upon receiving your package to notify us. Failure to do so, the customer care team may not be able to assist you with your order.

How much does shipping cost?

Shipping is $20 for orders under $125. $15 for orders between $125 – $250. Shipping is free for all orders over $250.

Shipping is free on your first first order (over $75)–use code welcomefreeshipping at the checkout.

How do you ship?

We ship your order safely and discreetly using a range of carriers that depends on your individual location and needs. All orders are tracked and shipped express. We always ship express, so you can expect your goodies quickly, but please keep in mind that each post carrier is its own individual entity with its own business policies. Once the packages are in the hands of the carriers, we cannot direct or influence their delivery time. We can only correspond with them to the best of our ability. There are a few important things to take note of here:

If shipping to a house:

Our packages require a signature upon delivery.

If you are not home, the delivery company will try again the following day. If that doesn’t succeed, you’ll need to pick it up at the nearest pick-up depot. Alternatively, you can tell us to do a no-signature drop-off during the checkout page, but will have to risk a lost or stolen package. HGA is not responsible for order no-signature drop-off that are damaged, lost or stolen.You can also have it shipped to the closest shipping office and held for pick-up. Please let us know when you order!

If shipping to an apartment or condo:

Our packages require a signature upon delivery. We highly recommend that your concierge sign off on your package. If 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 that 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 P.O. Box:

Your package will be sent via Canada Post as they are the only postal carriers that have P.O. Box keys.

Is my package shipped safely to me?

Yes most definitely! Your order will be vacuum-sealed and discreetly packaged to protect and maintain your privacy. There is no branding on our outside packaging. This protects your purchase and privacy.

How long does it take to receive my order?

Average delivery times to most Canadian locations are between 1 – 3 business days, for remote locations 3-5 days depending on area but times could vary. After your order has been shipped the tracking number will be emailed to you. You can track your package by following the link in your tracking information email. You will given information on where the package is and when the estimated delivery time will be.

Delivery times are estimates from the 3rd party mailing service and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only. Once the packages are in the hands of the carriers, we cannot direct or influence their delivery times, we can only correspond with them to the best of our ability. Unless there are exceptional circumstances, we make every effort to fulfill your order within 1-2 business days of the date of your order. Business day means Monday to Friday, except holidays. Please note we do not ship on Saturday or Sunday.

Do you do same day delivery?

No. We deliver via a variety of mail couriers, and typically guarantee your package to arrive within 1 – 3 business days after being shipped out. However, depending on the season and how busy the postal couriers are, this is unfortunately not always within our control. Orders placed and paid for before 1PM PST will be shipped out the same day. Anything placed or paid after this cutoff time will be shipped the following business day.

What happens if my package does not arrive by its estimated delivery time?

Contact us before anything. Leave talking to the carriers to us! That’s our job! Be patient and keep in mind that delivery times are subject to change via per carrier’s business needs and circumstances, especially during the Holidays. You can rest assured that HGA will do everything that we can to help you get your goodies ASAP.

What happens if the package gets lost in the mail?

Again please contact us before anything. Leave talking to the carriers to us! We will make sure we get an answer on your missing package. If the package gets returned to us, or if it goes “missing”, then we will refill the order if it was shipped with signature. HGA is not responsible for orders that are sent soon as the order is signed for at the mailing address.

My items were damaged in transport!

If there is any damage to the packaging on delivery, contact us immediately through our live chat or at support@highgradeaid.com If the contents of your package was damaged we will ship you a new product free of charge, or reimburse you the cost of the product. Photographic evidence is required to confirm the damages to the product.
High grade Aid cannot replace packages that are requested by customer to be sent without signature required. Please stick to signature required.

What if my order gets seized?

If there is any problem with your shipment please contact us and we will look into it for you. We will guarantee delivery of packages sent signature required, and use it by default on all orders unless otherwise instructed. High Grade Aid cannot replace packages that are requested by customer to be sent without signature required. Please stick to signature required as it’s best for everyone.

I have made an order and need to change my shipping information.

If you need to change any information about your shipping please email us right away with your order number. We cannot make any changes once it has been shipped.

 

How can I pay for my order?

 INTERAC E-TRANSFER

We accept payments via Interac E-Transfer and PayPal at this time. Please add order number as a note and make the security answer “highgrade” (no quotes).

Sending a Interac e-transfer is easy and only takes minutes with most Canadian banks, visit the website below for detailed information on e-transfers. For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

PAYPAL 

Once payment is made, we will ship out your order.

Can you confirm that I have sent payment?

You will receive an automated email from Interac that will confirm that your E-Transfer has been deposited.

 

 

What are your current deals?

Check out our Sale section to see which products are currently on sale. Also sign up for the newsletter to hear about upcoming deals! Sales are not valid before or after.

What is the difference between Sativa, Indica, Hybrid, and CBD?

Sativas tend to give a more energetic, cerebral high than Indicas, which are known for ‘couch-locking’ effects. The best way to remember this is Indica= In-Da-Couch. Hybrids are typically a nice mix of both, although they sometimes lean more towards one side than the other. CBD is short for cannabidiol, which is a non-psychoactive compound derived from cannabis. CBD products should give you excellent relief for a variety of symptoms including pain, stress, insomnia, anxiety, depression, and chronic illness, without making you feel “high” in the same way that high THC cannabis normally would. CBD can be taken by itself, or alongside THC products to enhance both of their medicinal effects. Although most of our CBD products contain no THC, high CBD flowers do have a small percentage of THC content as well. This means they may still provide a bit of a buzz, and should be used as a 1:1 product, rather than a pure CBD product.

What do you recommend to use for my chronic pain?

To tell you the truth, it really all depends on you! We offer a wide variety of different products in different forms, to suit as many different needs as possible! To get the full benefits from your cannabis medicine, we recommend using some form of THC and CBD in conjunction, although the amounts will vary from person to person. If you have questions as to which products are right for you, shoot us an email and one of our staff will be more than happy to point you in the right direction. Remember it can take time to figure the right dosage and method for you.

 

How do points work?

Every dollar you spend at High Grade Aid you get 1 point. 25 points equals $1, that can be use to help pay for your order.

How much point can I use per order?

You can use up to 50% of your order with points!

How do I use my points?

When checking out at the top of the page there will be an option to apply a percentage of your points.

 

Please note: As Monday November 12, 2018 is a stat holiday no deliveries will be made. Deliveries will resume on Tuesday November 13. Dismiss

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