FAQ

Delivery and Shipping

  • I put in the wrong address but my package has already been sent, what can I do?

    If your package has not yet been sent, we recommend that you contact our customer service representative as soon as possible so that we can begin to implement the proper changes. We take the initiative to correct any mistakes that may have occurred during the sign-up process for your address so it may have already been corrected for you!

     

    In the event that your order has already been shipped out and you would like to make a change to your shipping address, we regret to inform you that this is a situation that we have no control over. It is a sensitive matter in which we take very seriously and we will do everything in our power to work out a reasonable solution for all parties. Phatnug will not be held liable for any improperly delivered parcels by Canada Post as the information that has been provided to us to by customers is believed to be correct. Please contact our customer service representatives for more info.

  • Do you ship outside of Canada?

    We only accept orders from within Canada and will not ship outside of Canada. All prices are in Canadian dollars

  • How is my order packaged and delivered?

    Canada Post is the trusted method of delivery for Health Canada regulations governing Canadian Medical Marijuana suppliers.

     

    Contents of an order are individually bagged, vacuum sealed and packaged together in a bubble-lined generic Xpresspost envelope for shipping. The actual contents of the package are not disclosed in any shipping documentation to ensure confidential, safe and discreet delivery.

     

    Phatnug always requires a signature for packages, so that we receive confirmation that your purchase has been delivered. Customers who want their shipments left at the door can request in the shipping notes “no signature required”, but it will void replacement guarantees since there is no way for us to know whether or not the package was delivered.

     

    Deliveries are guaranteed except for residents of Nunavut and Northern Quebec, or in the case that an inaccurate/incomplete address is provided.

Ordering

  • Why do I have to verify my age?

    The verification software set up on our site is to ensure that we are not selling any products to minors. It is a one time verification that does not get stored on our system, and your order cannot be processed without completing it. If the in-site software does not recognise your ID, please email a picture of it and a picture of yourself to contact@phatnug.com.

  • Is it safe ordering from Phatnug?

    We are 1 of over 100 dispensaries within Canada (over 200 in Canada) that are NOT operating under the new federally approved medical marijuana system. To qualify under that system, you will need to acquire doctor’s approval and permission from Health Canada to purchase directly from a federally approved licensed producer.

     

    City Hall and the VPD have allowed dispensaries to operate so people can safely access the medicine they need. There have been dozens of mail-order marijuana sites operating out of Vancouver over the past 2 decades, and we have yet to hear of any single person who has been charged for receiving their medicine in the mail within Canada.

  • How do I place an order?

    1. Click on the thumbnail of any product found on our website

     

    2. Select the desired product weight and quantity.

     

    3. Click “Add to Cart” tab.

     

    4. To checkout, click on the “View Cart” tab at the top of the page or on the cart icon in the menu bar to review your order.

     

    5. Click “Proceed to Checkout” tab and fill out the required information. Please note, you will be required to create an account and verify your age if you have not already.

     

    6. Acknowledge that you have read and accept the terms & conditions, then click the “Place Order” tab at the bottom of the page.

Payments and Fees

  • I have sent my E-transfer but nothing is happening?

    Were almost there! You have successfully sent your E-transfer, but that does not mean we have deposited your money and put your order in place to be processed just yet.

     

    There are many reasons as to why your E-transfer may not have been deposited yet. Your E-transfer may not have been sent to the correct recipient E-mail address, the answer to your ‘Secret Question’ may not have been correct, or you may be using a financial institution that our system does not recognize are among the most common.

     

    Outlined in your confirmation E-mail or in the successful checkout page are a set of instructions that will help you along in making sure that your E-transfer can be deposited and your order sent out to you!

     

    Please refer to the FAQ “How do I send an interact E-transfer?” for more information

  • I would like a refund on my purchase, how would this work?

    As of right now, we will not be able to issue any refunds through conventional means such as e-transfers. Refunds are handled with extra care and we will be happy to mail you a Pre-Paid Gift Card with the amount that you are owed MINUS the costs it takes for shipping. The gift card may be used in online stores where accepted.

    Please bear with us as the options for e-transfer refunds are being worked on everyday. We want nothing more than to provide everyone with a fair solution that we can all be happy about!

  • Whats the minimum amount I can order?

    The minimum purchase amount to complete an order is $50.

  • What happens to my order if I don’t submit a payment?

    Once you have placed your order, you will need to complete an Interac e-transfer as per the instructions on the order confirmation page, and the “Order Receipt” you will receive via email. Your order will be kept on hold until this e-transfer has been received.

  • How do I send an interact E-transfer?

    If you regularly use online banking through your credit union or major bank, then you may already be familiar with the ease of sending an e-transfer. A link for an “Interac e-Transfer” can typically be found on the home page of your online banking under the category of “Transfers”.

     

    If you are having trouble finding it, a quick Google search of “your bank name” + Interac e-Transfer should direct you to instructions for where the link is located. If this does not work, please contact your banking institution directly or visit www.interac.ca/etransfer.

     

    Once you have found the link and initiated the payment transfer, please complete all information for the “Recipient” exactly as outlined in the “Order Receipt” you received at checkout and via email.

  • I’ve sent my E-transfer. How long will it take to get to me?

    All transactions completed before 9:00am PST are guaranteed to be shipped out that same day via Xpresspost. Your payment has to be received by 9:00am Tuesday If you want your order guaranteed to get to your door by Friday. Transactions can take up to 40 minutes to get through to us once it’s sent from your account.

     

    Once the package has been sent out for shipping, an email will be sent out with a tracking number. Packages will typically arrive within 1-3 days depending on the destination. Please, be advised that there can be up to a 24-hour delay for Canada Post to log the tracking number into their systems from the time a confirmation email from Phatnug was sent.

  • Is tax included in your price?

    Yes, 5% GST is included in product prices.

  • What are the shipping fees?

    Shipping fees are $15 for all orders between $50 and $199. We have also included a $30 Premium Shipping option for those who want to receive their packages faster and not through Canada Post. Shipping costs for orders of $200 or more are free!. All standard shipping orders are handled by Canada Post’s Xpresspost service and all premium shipping options are handled by UPS/FedEx/Purolator. Once your order has been processed, you will receive a tracking number via email. Typically, you will receive your order within 1-3 business days unless you live in a remote area.

  • What methods of payment do you accept?

    Current, we can only accept payments in the form of an Interac e-Transfer. Please See “How do I send an Interac e-transfer” for directions or visit www.interac.ca/etransfer. Orders which are confirmed by 9:00am PST, will be shipped that same business day.

Product

  • I have received my order but my product is defective / missing an item?

    We will be more than happy to help you find a solution to this problem!

     

    Please be aware that we employ the services of third-parties to handle all our deliveries. This means that we cannot control how our products are stored or handled once it is in their facilities.

     

    We require that you take a photo of the contents in your received order. Once you have done that, please send it over to our customer service representatives so that we can issue you a refund or store credit depending on the severity of the situation. We cannot help you if you do not provide us with the evidence we need so that we may conduct a proper investigation.