FAQ’s

IS IT SAFE ORDERING WITH HERB DISPATCH?

We’re one of 100+ dispensaries in Vancouver (over 300 in Canada) that are NOT operating under the federally-approved medical marijuana system. To qualify under the federal system, you’ll need to get a doctor’s approval and Health Canada’s permission to purchase from one of the 50+ licensed producers. City Hall and VPD have allowed dispensaries to proliferate so people can safely access medicine, so long as there are no sales to minors or any gang affiliations. There are about 40 mail order marijuana sites in Vancouver. Vancouver has been shipping weed in the mail since the 90’s and to date, we know of no-one who has ever been charged with receiving pot in the mail.

That being said, there is still a risk on both ends as we are not working with any federal approval.

WHAT DO I NEED TO BECOME A MEMBER?

You will be required to upload a copy of your Government ID for proof of age. You can choose to upload your ID document during the checkout process on your first order, or email it to us at [email protected]

Acceptable forms of identification:

  • Driver’s licence
  • Birth Certificate
  • Canadian/foreign passport
  • Canadian Citizenship card
  • Certificate of Indian Status
  • Permanent Resident card
  • Canadian Forces identity card
  • Liquor Identification card
  • Firearm Acquisition/Firearm Possession card
  • Provincial/Territorial Identification card
  • Canadian National Institute for the Blind (CNIB) national identification card

Documents must be in JPG/GIF/PNG format.

Here are some ways to get a photo of your ID document for us:

  1. Snap a photo using your smartphone and then email it from your phone’s email app.
  2. Place your ID in front of your webcam and take a photo of it. Email us the image.
  3. Scan your ID into an image file (jpg,png,gif) and email us the image.
  4. Take a picture with your camera, plug the camera into your computer via USB and then email us the image file.

If you need any assistance verifying your age or sending us your ID document, don’t hesitate to email us at [email protected] and we can help get it sorted out!

WORKING HOURS

Operating hours are Monday through Friday between 9:00am PST and 5:00PM PST. Any email received will be answered within 1 business day. If you do not get a response after 24 hours, please resend your inquiry.

HOW DO I PLACE AN ORDER?

Here is a quick walkthrough on how to place your order at Herb Dispatch.

  1. Visit our shop at and browse for the products you are interested in
  2. Click on the desired product, choose your quantity and “Add to Cart”
  3. When you have completed your shopping experience, and have added all the desired items to your cart, click on “View Cart”
  4. Review your cart items and click “Checkout” when ready to follow the steps to complete the purchase.
  5. If you are not logged in, you will be asked to login at the checkout page. If this is your first visit, please register for an account.
  6. Confirm your shipping information. Shipments cannot be guaranteed to incomplete or incorrect addresses, so please confirm before submitting.
  7. Once you have submitted the order, you will need to send payment through Interac E-transfer to [email protected]
  8. Once your payment has been accepted, your order will be processed and shipped via Canada Post. Tracking will be provided once the order is completed on our end.
IS THERE A MINIMUM ORDER?

There is no minimum order. Products are available starting at a quarter pound, or 4 ounces (112 grams).

RETURN POLICY

We do not accept returns or exchanges. All sales are final.

HOW DO I GET IN TOUCH?

Please e-mail [email protected] with any questions or concerns. We are available Monday through Friday between 9:00am PST and 5:00PM PST. Any email received will be answered within 1 business day. If you do not get a response after 24 hours, please resend your inquiry.

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

Cash or Interac E-transfer.

How To Send an Interac E-transfer

This needs to be done through your online or mobile banking and find where it has the ‘Interac E-Transfer’ option, then you go in and set up a new payee. You would enter the e-mail address as [email protected] and set up your question and answer. The question should be “Order #” and the password needs to be “herbdispatch” to make it easy for us to accept.

If you get stuck, you can Google the name of your banking institution + how to send e-transfer and you should find lots of instructions.

If we receive your payment by 12 pm PST (3 pm EST), your order ships the next business day, or else it ships the following business day.

I SENT MY E-TRANSFER, WHAT NEXT?

Your order will be pending until we collect the E-transfer (when we process your order). Once payment is received, processes, packaged and shipped.

WHAT HAPPENS IF I DON’T SUBMIT PAYMENT?

Once you’ve placed your order, the next step in the process will be to submit an Interac E-transfer. Your order will be kept On Hold until we receive your E-transfer.

If we do not receive your payment within 2 business days, the order will be canceled.

CAN I ADD/EDIT/MODIFY MY ORDER?

Payment NOT Yet Sent

  • If payment is not yet sent you can place an entirely new order for the items that you want.
  • Please e-mail [email protected] and request that we cancel your OLD order. This must be done to guarantee the correct order ships.
  • Follow the payment instructions to complete your new order.

Payment HAS Been Sent

  • If your order status is “Processing” or “Completed” we can no longer make any changes to the order. It’s too late.
  • If your order status is “On Hold” or “Pending”: Cancel your pending payment. Place a new order for the items you want, and re-submit payment according to your new payment instructions.

You can check the status of your order under the My Orders section of your account.

Note: We can edit shipping details anytime before the order is set to “Completed”. If you need to update your destination shipping address, please contact us immediately.

WHAT ARE THE SHIPPING FEES?

Express shipping is included with every order.

This shipping method takes 2-4 business days for delivery, depending on your location. Orders are shipped by Canada Post.

*Delivery is guaranteed (except for residents of Nunavut and Northern Quebec, or if you provided an inaccurate or incomplete address)

IS TAX INCLUDED?

GST/HST is added to your order on the Checkout page.

WHEN DO ORDERS SHIP?

All orders are shipped as quickly as possible. If there is a special event or we host a sale, there may be delays on order processing.

Please be patient on tracking as Canada Post does not scan packages until they reach their sorting facility. Unfortunately, this is out of our hands and we apologize for the inconvenience.

HOW WILL MY ORDER BE PACKAGED?

Your order will be discreetly packaged and vacuum-sealed to protect and maintain your privacy. We ship using unmarked mailers or nondescript boxes with no indication of what is inside.

CAN I ORDER OUTSIDE OF CANADA?

We are currently only available in Canada and do not ship to other countries.

CANADA POST SAYS “SUCCESSFULLY DELIVERED” BUT I DO NOT HAVE MY ORDER

There are 2 likely scenarios:

  1. The postal worker put it in the wrong mailbox
  2. Or,, what 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. If it’s deemed “unrecoverable”, we will send you a 1x replacement free of charge.

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.

CANADA POST TRACKING INFORMATION NOT UPDATING

If you’re tracking your package on Canada Post’s website and it has not updated in sometime, it’s most likely due to your package missing a scan, which is fairly common. More often than not, members get their packages on time or a day later.

If you do not receive your parcel two business days after your expected delivery date, let us know so we can file a trace with the post office.

If a trace is filed, Canada Post will conduct 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. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.

MY PACKAGE IS GOING TO THE WRONG DESTINATION

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 routing error and subsequent delay of 1-2 days.

WHAT IF I DON’T GET MY PACKAGE?

If you do not get your package 2 days after the expected arrival date, let us know and we will file a trace with Canada Post.

If a trace is filed, Canada Post will conduct 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. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.

We do not offer postage refunds if your order arrives late due to any postal issues.

WHY WAS MY PACKAGE SENT “SIGNATURE REQUIRED”

Due to the nature of the industry, all orders will be sent with a Signature Required.

MY ORDER SHIPPED INCOMPLETE

All orders and product details are tracked in our system and we record each order before it leaves our building. Any confirmed missing items will be credited* on your account and can be re-ordered with your next order.

Disputes are up to the discretion of the customer service representative at that time.

*We do not provide refunds or exchanges due to the nature of the industry. Any credit will occur as points on your account, which can be applied to your next order.

ARE THE PRODUCT IMAGES REAL?

Yes! Product images are taken (unless provided by our vendor) with an SLR camera in our mini photo studio. Images are not Photoshopped or enhanced.