Help – Tips to Manage

Top Questions

We are now live and have been live since 2016! We are one of Canada’s original Mail Order Marijuana sites. To contact one of our customer service reps visit our LiveChat communication platform between 8 AM and 3 PM PST or email [email protected] for urgent matters.

We are rethinking pot from the ground up and we are providing the best possible service for our Canadian family. Check out more information on our loyalty points program by clicking on the “Company” tab in our help section.

In order to create an account all you need is:

  • An Email Address
  • You must be of 19 years of age and a Canadian Citizen
  • Being able to use cannabis in the smartest and healthiest possible way

The federal government has been evolved to accommodate the legalization of cannabis sales in some capacities.

Cannabis has been shipped through the mail for over two decades and there are no documented cases of individuals being criminally charged from receiving cannabis in the mail. We do recognize that this an area of law that is under development and inherently there are risks involved for all parties.

Uploading your ID is a mandatory step in the secure sign-up process. You must be 19 years of age and a Canadian Citizen. Sign up is required to have your order processed and sent out.

Our cutoff time for next business-day shipping is 5 PM PST/8 PM EST. For example, if you order between 5 PM PST on Sunday and 5 PM PST on Monday then your orders ships Tuesday. Plan accordingly please! Also, payment made from 5 PM PST Friday are processed on Sunday before 5 PM PST.

Tracking is sent on the day of shipping between 10-11 AM PST.

Orders

Unfortunately, we do not and cannot ship outside of Canada. We are here to deliver premium cannabis products from local Canadians to the Canadian masses.

Our cutoff time for next day shipping is 5 PM PST/8 PM EST. Therefore, if you order between 5 PM PST on Sunday and 5 PM PST on Monday then your orders ships Tuesday. Plan accordingly please!

Unfortunately even in this day and age Canada Post does not work weekends and Holidays so this is outside of our control. Please allow another business day for your tacking ID to become active on Canada Post’s website.

Unfortunately because we cannot control the hot weather, melted gummies cannot be replaced. If they do arrive in a melted state they are still safe to consume and you can put them in the fridge/freezer overnight to harden again.

Faulty pens are replaced with your following order if there is enough evidence that it was in fact faulty upon arrival. Unfortunately, pens and cartridges that have been delivered for longer than 1 week (5 business days) are not refundable or replaceable. Thank you for your understanding. Please contact us to find out more.

It is required you take a picture of the SEALED VACUUM BAG upon arrival. There will be no credits or discounts given to customers unless this picture is provided. Thank you for understanding. If something is missing and you take a picture we will issue a shipping credit for your next order. No picture, no solution. Thanks for your understanding.

Once the eTransfer is deposited by us, the order CANNOT be cancelled. Due to security and privacy. We are legacy market. It depends if your order has already been processed for shipping. You can always check with us, but it’s recommended you place your order for exactly what you want. If you mess up on an order you can always cancel it and resubmit a different order.

Please let us know if you do so so that we can cancel the first order.

Our cutoff time for next business-day shipping is 5 PM PST/8 PM EST. For example, if you order between 5 PM PST on Sunday and 5 PM PST on Monday then your orders ships Tuesday. Plan accordingly please! Also, payment made from 5 PM PST Friday are processed on Sunday before 5 PM PST.

We will hold on to the order for a 2 days but please let us know if you are waiting to make a payment so that we do not cancel it after a few days. All of our products come in limited quantities so it would be unfair to hold back inventory when the rest of our members could be enjoying it promptly.

With every order 5% will be applied to your order.

Shipping fees are $15 for orders $200 and under. For orders over $200, shipping is on us :)

Your order should arrive no more than 2 business days from the estimated arrival date (that is 2 days after the 3-5 business days). If it is beyond this window (5 to 7 business days) WE will open an investigation with Canada Post to try and locate the package. DO NOT open the investigation. Please let us do this. We are a legacy market site and if you say the contents are cannabis then the package will be seized and we will NOT REPLACE IT. If the parcel is deemed lost or stolen after the investigation then we replace it for free ONCE. Please be patient with us as we do this. We want you to get your package!

*PLEASE NOTE* If you are ordering from Northern Quebec, Nunavut or NWT we are experiencing a high number of package seizures and thefts and will not be able to replace lost orders. know that when you place an order you are placing it at your own risk.  Thank you for understanding.

*PLEASE NOTE* In order for us to replace the lost or stolen parcel, the parcel must be reported lost or stolen to [email protected] within 3 business days of the delivery date.

Canada Post has an internal scanning system that generates tracking info. There are sometimes delays or items can miss scans. Although generally, packages start tracking between 5-8 PM PST on the day of shipping and packages arrive in 2-4 business days on average. Holidays and weekends do NOT count as business days.

Payment

We only accept eTransfer through online banking.

Setting up your online banking is a quick set up and sending an Interac eTransfer takes just a few moments. eTransfer can take up to 30-mins to be received based on whom you bank with so please watch out for the “delivered” status on your online banking if you are wondering if we received it or not.

If you want to know the process for your particular bank, Google your “your bank’s name” + Interac eTransfer.

interac.ca/en/interac-e-transfer-consumer.html

We process payments near the end of each business day and on Sundays. Our cut off time for payments is 5pm PST. So if you send it in early in the day we won’t get to it until the late afternoon. Additionally anything sent in after 5pm PST will not be processed until the following day.If your e-Transfer is still pending, or has not been received, this could be due to a number of reasons:

  • We are unable to match your payment to your order due to the order number not being set as the secret question
  • We have not received your e-Transfer because you have sent the payment to the incorrect email address. Please double check this on your order confirmation page.
  • We are unable to accept the e-Transfer, because you have not included the correct question and answer as stated in the payment instructions on the order confirmation page.

If you have checked all these and the payment has still not been accepted please contact us via live chat

This means that the product is currently sold out. We’re working on making this a bit clearer for our users.

Shipping

We ship via Canada Post Express which takes between 3 to 5 business days. For orders $200 or under shipping is a flat rate of $15 and orders over $200 we offer free shipping!
We ship in discreet packages that are vacuum sealed with no labeling on the outside of our packaging so it won’t draw any attention.

There are 2 likely scenarios as to why this is happening:

a) the postal worker put it in the wrong mailbox, OR

b) what may happen is that a worker will scan 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 an investigation with the post office. Canada Post will file an investigation which can take up to 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. If it’s deemed lost, we will send you a 1x replacement free of charge because we want to make you happy.

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:

a) with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;
b) their Community Mail Box for the item or parcel compartment key;
c) around their property to see if the item was left in a safe location or in a mailbox attached to their home.”

If you’re tracking your package on the Canada Post website and it looks like it’s headed to the wrong city, it’s most likely due to human error at Canada Post. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routeing error and subsequent delay of 1-2 days.

Your tracking number will be emailed to you before it has been scanned in at the post office. Until it has been scanned in, your tracking number will not be trackable on the Canada Post website. So please wait 24 hours and the tracking should be correct. If it does not, please email [email protected] and we will look into it.

We are located in British Columbia, Canada and we can ship to anywhere in the Country.

No. We can only ship to a Canadian address, sorry.

Entreprise

We guarantee efficient communication to our members and speedy delivery of orders, without neglecting individual concerns. Details are important to us so we pay attention every last one.

Our goal is to translate this attention to detail into informed, thoughtful and effective service so that you not only come away with the best product but a product that is tailored to your needs and tastes.

We’re proud of the products we offer and we want you to know why. Which is why we offer prompt and meaningful assistance to our members. No matter what your question or concern may be, we will work with you on it until you’ve got your answer.

If you are experiencing issues with an order please report it within 2 business days of it’s arrival. Issues reported later than that will not guarantee replacement or compensation.*

THE BEST LOYALTY POINTS PROGRAM in Canada and this is how it works…

– For every dollar you spend you get 1 loyalty point so, $1 = 1 Point

– You can then redeem 15 points for $1 towards a future purchase with us. The option to apply your points is shown on the Cart page once you have product in there.

– Earn 20 Points for writing a review on our product pages – this has now been increased from 5 points to 20 points!

So let’s do some quick math on that…

You spend $200, you get 200 points …
15 points are worth $1 – so if you were to redeem your 150 points you would get $11.50 off your next order. No one in Canada offers this level of points redemption, but we have your back!

To use your points, when you are just about to check out, hit the “apply discount” button.

*We may contact you by SMS or text for promotions or updates with the provided phone number so please make sure you phone number is correct – you don’t want to miss out on our secret promotions!

Security

We use SSL Encryption. If you look at your browser’s address bar you will notice padlock icon to the left of https://getwhitepalm.co/. This ensures that your info and activity is secured and completely confidential with us. We recommend not sharing any personal info on websites that are not SSL encrypted.

We use Sophos. Sophos is a security software and hardware company. Sophos develops products for communication endpoint,encryption, network security, email security and mobile security as well as unified threat management. They protect data and network activity for The Whitehouse and Her Majesty.

All email correspondence is also encrypted with Sophos technology.

https://www.sophos.com/en-us.aspx

Every week after approving members we purge any data stored on our network and transfer it to our backup servers. We do this in the event of a security compromise to ensure your info will not be accessible. Your data is actually safer with us than your local dispensary!