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FAQs

Frequently Asked Questions

Go through our frequently asked questions. If you don’t find the answer you’re looking for, simply send us an email and we will be happy to answer that.

Membership

Q. How do I become a member?

A. Becoming a member is free and easy. You must be at least 19 years of age and must live in Canada. Register now for free.

Note: All customer information is manually verified (may take up to 24 hours to verify) and kept confidential on our secure servers. Add our email [email protected] to your safe email address list to prevent important announcements from ending up in your spam folder.

Q. I am having issues uploading my drivers license, what should I do?

A. If you are having issues uploading a picture of your driver’s license, a member of our team will be happy to help. Just send a copy of your picture to [email protected] and we will happily verify your profile.

Q. What are the different types of membership levels?

A. We have 4 different membership levels. Each level gives our customers different incentives to continue their relationship with Mainland Cannabis.

  • Level 1: New members – 20% off your first order ($0 – $1,499)* Use code ‘ new20 ‘
  • Level 2: Silver – 5% off all flower ($1,500 – $2,999)*
  • Level 3: Gold – 12.5% off all flower ($3,000 – $6,999)*
  • Level 4: Platinum – 20% off all flower ($7,000+ or upload a valid patient/armed forces card)*

*Total spent by customer over their lifetime

Customer will automatically see the discounted pricing once they reach the required minimum threshold for each level.

If you have any questions, feel free to email the MLC team at [email protected]

Hours of Operation

Q. What time do you start working?

A. We are in the office processing order Monday – Friday 8:30am PST to 5:30pm PST, Saturday & Sunday from 10am PST to 4pm PST. Orders are accepted 24 hours a day 7 days a week.

Payment

Q. How do I pay for my order?

A. Accepted methods of payment: PayPal and Interac E-transfer. Follow the easy payment instructions sent with your order summary.

Q. Is there tax?

A. Yes. Your province’s applicable tax rate is applied to all orders at checkout.

Q. Is there a minimum order amount?

A. Yes, minimum spend is $75.

Shipping

Q. What are the shipping fees you charge?

A. For orders over $100, after discount, the shipping is free. For orders under $100, a flat rate of $20 will be added at checkout. A tracking number will be provided for all shipments.

Q. Do you offer next day or Saturday deliveries?

A. For an additional charge, we offer next day and Saturday deliveries (to major cities) options through our shipping partner, Purolator. Shipping charges vary and are calculated at checkout.

Q. Is my package shipped safely to me?

A. Yes. All orders are vacuum sealed and are shipped using secure and discreet packaging.

Q. Can I order outside of Canada?

A. No. We only ship within Canada.

Q. When does my order ship out?

A. Orders and payments processed before 12PM PST will be shipped the next business day. Orders and payments received anytime after 12PM PST will be shipped out the following business day.

Q. Am I able to cancel, edit, or add to my order?

A. Once your payment has been processed, the order cannot be canceled or edited.

Note: All orders pending payment will be automatically canceled within 24 hours

Q. What if I don't get my package?

A. If you do not receive your package 2 days after the delivery 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 are able to locate the package, they will ship it to you and you’ll get it a few days later. If it is deemed “unrecoverable” or “lost in transit”, we will send you a 1x replacement package up to $500 of the value of your package free of charge. We do not offer postage refunds if your order arrives late due to any postal issues.

Q. My tracking information is not updating, what do should I do?

A. Occasionally, as items are processed through our delivery network, certain conditions arise where we are unable to display current or past tracking events. Rest assured that your item is always making progress towards its final destination.

Q. Shipping to Nunavut, Northern Ontario, Quebec.

A. Due to higher % of postal thefts in these regions, we cannot offer any delivery guarantees if you live in these areas you will be ordering at your own risk. This means you will not receive a replacement package or refund if your package is lost or stolen.

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