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Shipping and Tracking

Do you replace my order if its is lost?

Yes we will, but we have a few exceptions. Here’s our policy on that.

We will replace your order if;

  1. You have purchased shipping insurance at checkout. 
  2. Your address is correct and the phone number you provided works.
  3. You initiated a request with us to investigate the missing package through Canada Post. 
  4. Canada Post has sent us a document confirming the package was lost.
Shipping insurance costs are as follows:

 Insurance will increase by $2.25 for every $100 after the first $100. The full value of your package is completely covered if your package has been deemed lost through a Canada Post investigation.

** Our insurance is the same price as Canada Post’s. They always ask for a receipt, so we can be more discreet this way!

Shipping is $20 for orders under $200. If your order is over $200 then we’ll pay the shipping!

We ship within Canada and only to registered users.

Freshness & Odorless to Your Door

We make sure to package all of our products in a way that contains smell and freshness all at once.

Safe and Sound Shipping

Our shipping boxes are unmarked and discreet.

Here are 2 likely scenarios:
1. The postal worker put it in the wrong mailbox, or what most 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.

2.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 become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.”

We always ship within 24 hours of your e-transfer clearing. Monday to Friday. Orders do not ship on the weekend. 

Please contact us if you do not receive your tracking within that time frame.

If you’re package is late and you want to track it go to Canada Post Tracking. Find out if it has been at one location for longer than 4 days or you can’t find it, please fill out the form below and we can start a trace with Canada Post. 

If a trace is filed, Canada Post will conduct an investigation (which can take some time to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.
We will not resend a package if it is your error. (Example you give us the wrong address.)
We do not offer postage refunds if your order arrives late due to any postal issues.

We have replaced the signature option with shipping insurance.

If Canada Post bring this option back, we will too. 

We will email you the tracking number once we have it.

PLEASE, BE ADVISED TRACKING NUMBERS, AT TIMES, WILL TAKE SEVERAL HOURS TO BE ENTERED INTO CANADA POST’S SYSTEM. OUR MAIL OUT TIMES OCCUR AT THE END OF THE DAY SO PLEASE BE PATIENT BEFORE CONTACTING US. ALL PACKAGES LEAVE OUR LOCAL POST OFFICE AT 5 PM PST AND TRAVEL TO RICHMOND OVERNIGHT.

 

Payments and Privacy

We are accepting Interac e-transfers only at this time. If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes.
If you search “your bank name” + Interac E-transfer in Google you should easily find instructions on how to send a transfer with your financial institution or contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

Please send payment for you order as soon as possible. All orders not paid for within 24 hours of placing the order will result in the item being returned to stock. Please contact us via email if you wish to make alternate arrangements. During sale times and weekends we may not get to your message immediately, so understand we may not have the items you ordered in stock. If your order shows “payment pending”, then the items have not been removed from stock for you. 

No orders are guaranteed until payment is processed. 

Please be sure you follow payment instructions exactly as requested to avoid any delays or disappointment.  We will never substitute items and will always contact you if there any changes to your order. 

Please follow directions on your order invoice for payment. Instructions are also provided in your welcome email that you received when registering. 

If you have any questions please contact us before sending payment. 

We keep all your info private and encrypted.

Sale Details

Sale code will not apply to smoking deals, mix & match, accessories, bulk, sale/discounted items or seeds.

Covid-19 Policy

SHIPPING & SIGNATURES

 

High there,
Here at the Pharm we realize that the spread of Covid-19 is disrupting business as usual. We want to let you know that we are making sure we are staying healthy, sanitizing often and have ample stocks of TP.  With these bases covered we can continue to provide the level of service that you are used to from the team at the Pharm.
 

We will be staying in touch and updating you if we have to send anyone home or if the situation escalates and we are unable to ship orders. 

 
Currently the only change we are seeing from Canada Post they are not accepting signatures for items and will either leave the item at your door or at the nearest postal outlet. You can see the details here canadapost.ca
 
Our policy currently is that a signature is required for use to file a loss claim with CP in the event of any issue with the delivery and once CP deems it lost we replace the package. 
For the time being, all items with the signature selected will be marked DO NOT SAFE DROP. This should ensure that your items are brought to the nearest postal facility for pick up and not left somewhere. We do ask that you remain vigilant tracking your item during this time as we cannot guarantee that they won’t leave it somewhere. 
 
Please bear in mind that many areas may be working with reduced staff levels and your package may be delayed, be patient. If there are any issues please contact us and we will work with you to get the situation resolved. Using our customer service page and choosing the appropriate form for your issue will help speed up the process.
 
In the even that CP does stop mail delivery we are assuming that there will be ample warning given and we will address any changes that occur as soon as we hear of them. 
Stay in and get high,
The team at the Pharm

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