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 photo 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! Also make sure to select the appropriate shipping selection from the drop down menu, select FREE if eligible.

Step 4: Send payment via Interac e-transfer. Make sure to include your order # and make no mention of HGA, cannabis or medicine in notes or banking setup. When we get your deposit, we will fulfill your order and ship immediately (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 that you are 19 years 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.

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 do 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 like any other;  simply add the items you wish to purchase to your cart, and then go through our simple checkout process (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. 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)

 

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 fulfill your order. Please make sure you have sent your payment via Interac E-Transfer.

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 Monday – Friday Pacific Time, your order will be fulfilled and shipped out on the same day.

If we receive the order or payment after 1 PM PST, it will then be fulfilled and shipped out on the next business day.

Can I talk with a customer representative?

Yes! We are happy to help you via Live Chat on the bottom right of your window screen. We are available 9:00 AM – 5 PM Pacific Time Monday – Friday (except for national holidays). If you prefer, you can also reach us by email at [email protected], and we’ll respond as soon as we can.

Do you ship outside of Canada?

Sorry, at this time we only ship within Canada.

Can I edit, add, or cancel my order?

In many cases, it’s easier to create a new order with your changes and contact us to cancel your old order, so long as you haven’t submit your payment yet. Please contact Customer Service for guidance. 

What is your refund/exchange policy?

If for any reason the products you have purchased from us are damaged, defective or missing, please document (e.g photograph and/or video the damaged product  to provide for our review) and contact us within 14 days of receipt of delivery to resolve this problem. Please do not continue to consume the product as we may request you to return the product to us. Resolutions may include store credit, reward points, or reshipment. We want to make it right for you! 

Some examples of the damaged flower include, but are not limited to, mold, 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. Again, please document (photograph and/or video to provide for our review). 

Please check to make sure that you have received the correct order and items! In case of missing products or wrong order (as that sometimes happens), to protect you and to expedite the resolution process, we recommend our customers get into the habit of videoing the unboxing of their package and provide us for our review within 48 hours upon receiving your package. 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. After entering the coupon code, you should see the option of free shipping appear. You must still select the free shipping option for it to apply to your total.

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 ships all orders via express.

We always ship express so that you can receive 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:

As a default, 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 will need to pick it up at the nearest pick-up depot provided by the carrier.

You may request shipping with No Signature at the checkout process but know that you accept all risks associated with lost or missing package. We consider sucessful delivery as provided by the courier via your tracking info as proof of delivery and are not responsible for any lost or missing packages thereafter. If you know you won’t be home to receive your package, we suggest you request for Hold for Pickup and we will ship your order to the closest shipping office so you it will 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 information. As dropoffs happen near the end of the day, please wait until after 5PM Pacific Time to check for updates to your tracking number. If you do not see any movement, please contact Customer Service to follow up.

Delivery times are estimates from the 3rd party mailing service and start 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 and enroute, we cannot direct or influence their delivery times.

Unless there are exceptional circumstances, we make every effort to fulfil your order within 1 – 2 business days of the date of your payment for 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 4pm EST (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 you do anything else. Leave talking to the carriers to us! That’s our job.

Be patient and keep in mind that delivery times can be delayed due to circumstances like national holidays, road/airport closures, inclement weather, high volume season (Black Friday, Christmas). You can rest assured that HGA will do our best 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”, provided that your order was shipped with Signature Required, then we will with provide store credit or refill the order.

We consider signature on your tracking information as proof of delivery and are not responsible for packages going missing after the proof of delivery at the mailing address has been provided by the mail courier.

My items were damaged in transport!

If for any reason the products arrived damaged during transport, please document (e.g photograph and/or video the damaged product and packaging to provide for our review) and contact us within 48 hours of receipt of delivery to resolve. Resolutions may include store credit, reward points, or reshipment. We want to make it right for you! 

* If you have requested No Signature on your shipping, you accept all the risks of damage, lost or missing packages. High grade Aid is not responsible for replacing packages that are shipped with No Signature. 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 shipped 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. High grade Aid is not responsible for replacing packages that are shipped with No Signature.

 

 

 

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 only at this time. When sending your e-transfer, please put your order number in the memo 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

Once payment is received, 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 earn 1 point. 25 points = $1. Collect your points and redeem it for cash discount towards your order!

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 program work?

You can invite your friends to join HGA via Facebook, Twitter or email. Next, when they register, they’ll receive a $25 welcome credit. Plus, you’ll get $25 in your account (automatically applied at the end of your checkout) 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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