F.A.Q.

 

Find the answers to most commonly asked questions below. Learn how to buy edibles online, mail order marijuana and register on Canada’s quickest delivery online dipensary.

Don’t hesitate to contact us if you haven’t found your answer here!

How to purchase on HGA?

 

Step 1: Register for HGA membership, if you haven’t already. We’ll need a scan of your government-issued ID (why?).

Step 2: Choose your product from our shopLearn how to find the right product for you.

Step 3: Finalize your order and enter your shipping info. Remember to apply your coupons and discounts!

Step 4: We’ll take care of your order as soon as possible (In most cases, we deliver in 1-3 business days.)

Account Info

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.

For example, to order edibles online through HGA, you first need to create an account.

How do I register as a member?

It’s easy! 

All we need is your completed application form, and a copy of a valid government-issued photo ID, confirming you are 19 or older. 

Sign up HERE!

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.

This is the primary reason why we need your ID when you, for example, order edibles online 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.

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.

Is my personal 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 ever, period! We use the latest technology possible to protect your privacy. If you have any concerns regarding your personal information, please contact us.

Ordering Procedure

How do I place an order on High Grade Aid?

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 be sure to include your order number in your payment notes, like on the screenshot below

order edibles online via E-transfer procedure on HGA

(This screen applies to E-Transfer procedure, for info about Paypal, please contact us AT [email protected])

 

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 still must select this option before proceeding for it to apply to your total.

How safe is ordering with High Grade Aid?

It is absolutely safe! We make sure that all our packages are double sealed and smell-proof, in discreet packaging that does not include our company name whatsoever. 

When will my order get processed?

We must receive your payment before we can start processing your order. Please make sure you have sent your payment either through Interac E-Transfer or Paypal. 

If you, for example, order edibles online at High Grade Aid, we first need a confirmation that your payment was sucessfull before we can prepare and ship your order.

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

If you submit your order and payment before 1 PM 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 1 PM 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 any time at [email protected], 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 of your screen, available from 10PM-4 PST PM Mon-Fri.

Do you ship outside of Canada?

Sorry, at this time we only ship within Canada.

Can I edit, add, or cancel my order?

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

What is your refund/exchange policy?

If for any reason the flower products 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 the 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.

Our product team may ask you further questions and ask for photos for evaluation.. 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.

Shipping Info

How much does shipping cost?

Shipping costs:

  • $20 for orders under $150.
  • $15 for orders between $150 – $250.

Shipping is free for all orders over $250.

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

For example, if you order edibles online at HGA for $50, the shipping costs will be $20. In case you order edibles online for a total of $160, the shipping will cost you $15. If your order is $250 or more, the shipping costs are on us!

How do you ship?

We ship your order safely and discreetly using a range of carriers depending on your individual location and needs. HGA tracks and shipps all orders via express.

We always ship express so that you can expect your goodies quickly, but please keep in mind that each post carrier is a separate 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 essential 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. In case 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 is 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. 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 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. Also, High Grade Aid doesn’t use 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, it takes 3-5  business days depending on area but the specific times could vary.

After we ship your order, you will recieve an email with your tracking code. You can track your package by following the link in your tracking information email. You will be 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 fulfil 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.

Apart from this, all orders placed and paid for before 1 PM 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 you do anything else. 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 [email protected]

If the contents of your package were 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 the customer to be sent without signature required. Please stick to signature required delivery option.

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.

High Grade Aid guarantees delivery of all packages ordered with the signature required option. Whether you order edibles online with HGA or you order any of our other products, as long as you choose “signature required,” we can guarantee your delivery.

Please stick to the “signature required” as it’s best for everyone, unless we specifically instruct you otherwise (which is unlikely). We cannot replace packages if ordered without signature required option. 

 

 

 

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. Obviously, we cannot make any changes once we ship your order.

Payment Options

How can I pay for my order?

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).

INTERAC E-TRANSFER

Sending an 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 

Please contact us directly for info on Paypal paymnts!

Start Live Chat AT the bottom right of your screen

or

EMAIL US AT [email protected]

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.

Find the best product for you

What are your current deals?

Check out our On 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. Finally, 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. 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.

Collect Points and Earn Rewards

How do points work?

For every dollar you spend at High Grade Aid you get 1 point. For instance, 25 points equal $1, that can be used to help pay for your order, for example, if you want to order edibles online at our store.

How many points can I use per order?

You can fund up to 50% of your order with points! For example, you can use your points to fund $25 when order edibles online for $50.

How do I use my points during the checkout?

During the checkout process, the option to apply your points to your order will appear at the top of the page.

Apply your discount during the checkout

How does refer-a-friend work?

You can invite your friends to join HGA via Facebook, Twitter or email. Next, when they register, they’ll get a $25 welcome credit. Plus, you’ll get $25 in your account with their first order of $100, as our little thank you. Read the details here and send out your invites!

Didn’t find the answer you were looking for? 

Email us at [email protected] or start Live chat (you’ll find it at the bottom right corner of your screen)

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