We are now live! Our LiveChat communication platform is also live. You can contact us between 8 AM and 4 PM PST. Email [email protected] for urgent matters or if we are taking a break.
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:
Uploading your ID is a mandatory step in the secure sign-up process. You must be 19 years of age and a Canadian Citizen. You sign up on our homepage and watch out for the Step 2 email here
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.
Your order will ship within 24 hours of receiving payment. We process orders starting at 5 PM PST so if you get your payment in before 5 PM PST then it will be shipped out the next business day. So for example if you pay for your order before 5pm PST on a Thursday it will be processed and shipped on Friday, if you pay for your order on Friday, Saturday or Sunday it will be shipped the following Monday. 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.
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 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.
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. 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.
Canada Post has an internal scanning system that generates tracking info. There are sometimes delays or items can miss scans. Although generally, packages arrive within a day after their estimated delivery date. Please let us know if it persists longer than 24 hours.
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.
This means that the product is currently sold out. We’re working on making this a bit clearer for our users.
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.
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 13 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 …
13 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!
*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!
THE BEST REFERRAL PROGRAM in Canada and this is how it works…
You will received a $10 store credit for every friend you invite who signs up using your unique referral URL and orders. They too will get a $10 credit applied to their first order. They must sign-up and order for the credits to be distributed. You can do this as many times as you’d like! If you have any questions please feel free to ask us on live chat.
We use SSL Encryption. If you look at your browser’s address bar you will notice padlock icon to the left of https://getwhitepalm.com/. 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.
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!