Frequently
Asked
Questions

 

Having Trouble? Read through our frequently asked questions below to find answers.

Ordering

Is it safe ordering with Haute Health?

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 do to become a member of Haute Health?

Very simple! Just go to the My Account section under the Register section, enter your information, upload your id and choose a password.

* You will need to upload your government-issued ID on the Checkout page when placing your first order. Alternatively, you can also email your ID to [email protected]Haute Health.com for approval.

How do I place an order?
Here’s a step-by-step guide on placing your order online with Haute Health.

  1. Locate the products you are interested in ordering by going to  http://Haute Health.com/shop/.
  2. Click on the desired product(s), choose your quantity then click Add to Cart.
  3. Every time you add a product to your shopping cart, it will automatically added to your cart.
  4. When you have all your products in your shopping cart go to View Cart (https://Haute Health.com/cart/) by clicking the shopping cart icon on the top right side of the page. When you are ready to checkout, click the Checkout button, and you will be redirected to the Checkout page. https://Haute Health.com/checkout/
  5. In the Checkout page, you will need to login with your email address and password. If this is your first time registering with us, you will need to sign up for an account.
  6. Now that you’re logged in, you will need to confirm your shipping information (name, address, email, contact number, order notes) and payment option (Interac E-transfer or Interac Online Payments).
  7. If you’ve chosen payment by Interac E-transfer, you will be redirected to an order confirmation page where you will see your order number and instructions on sending an Interac E-transfer. Orders only ship after E-transfer has been received.
  8. Once your payment has been collected and your ID has been confirmed, your order will be processed and will ship within 2 business days.

Congrats, you have now placed your order!

What is your policy for returns?

We do not accept returns or exchanges and all sales are final.

Do you have a phone number where I can call and speak to someone?

Please contact us through email, our contact us form or live chat. We will get back to you as soon as possible.
We are available Monday through Friday from 9:00am PST to 5pm PST. All emails received will be answered within 1 business day.

Why do you need my ID?

ID’s are required for proof of age (19+). We keep all IDs stored on our server and purge them every quarter. You can choose to upload your ID document during the checkout process on your first order, or email it to us at [email protected] Health.com

Acceptable forms of identification:

  • Driver’s licence
  • Birth Certificate
  • Canadian/foreign passport
  • Canadian Citizenship card
  • Certificate of Indian Status card
  • 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

We accept the following file formats:

  • JPG/GIF/PNG Image

Below are some ways you can convert your ID document into the formats listed above:

1) Camera enabled smart phone:
Snap a photo of your ID using your smart phone, and then email us the attachment from your phone’s email app.

2) Webcam:
Place your ID in front of your computer’s webcam and take a photo of it. Email us the image. If you don’t have webcam software, try: https://manycam.com/

3) Desktop scanner:
Scan your ID into an image file (jpg,png,gif), and email us the image.

4) USB Camera:
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] Health.com we’e always here to help!

Do you offer a Veteran's discount?

To our brave Canadian Veterans, we thank you for your courage, service and sacrifice by providing a 5% discount off your invoice.
Please email your National Identification Veterans Card, Certificate of Service or similar proof to [email protected] Health.com. Once approved, we will set you up with your own personal coupon code that can be applied to all future orders.

Can I add/edit/cancel my order?

Payment has NOT been sent

  1. Place an entirely new order for the items you want.
  2. Email [email protected] Health.com and request that we cancel your OLD order.
  3. Follow the payment instructions to complete your new order.

Payment has been sent

If your order status is Processing or Completed:
Unfortunately we cannot 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.

Note: We can edit shipping details anytime before the order is set to Completed. Please contact us immediately if you need to update your destination shipping address.

Note: You can check the status of your order in your My Orders section.

What are your working hours?

We are in the shop and answering emails 5 days a week (Monday through Friday) from 8:30 am PST through 5 pm PST.

Can I order if I don't live in Canada?

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

How does the rewards, points system work?

All information on our loyalty program can be found here: Haute Health Rewards.

 

Payments & Fees

What methods of payment do you accept?

Payment is accepted via Interac E-transfer only.

How Interac E-transfers Work

If you use online banking with a Canadian bank* or credit union, then sending an Interac E-transfer takes just a couple of minutes.

Instructions will be provided with your online invoice and orders ship only after E-Transfer have been received. 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.

*Please note: If you bank with Tangerine, you need to call the customer service number prior to sending your e-transfer and confirm you want it to be processed. Once that is done, it can take up to 3 business days for payment to come through for processing. Thank you! 

Where do I send the etransfer and what password do I use?

Once you have placed your order, you will receive an email with instructions for the eTransfer.

If you have misplaced or lost the email please send to [email protected] with the Security Question as your order # and the Password as hautehealth

When will my order ship?

All orders that have been paid for are processed and shipped the following business day. If there is a special event or we host a sale, it can take an additional business day to process your order.

Please be patient on tracking as Canada Post does not scan packages until they reach their sorting facility. This can take Canada Post as much as one day (2 days past your order day) to complete. Unfortunately, this is out of our hands and we apologize for the inconvenience.

Orders received on Friday will ship the following week as we are closed on the weekend.

* Please note that it can take up to 40 minutes for us to receive your E-transfer.

What are the shipping fees?

We currently have one shipping method:

Basic shipping in Canada wide for orders under $200 is:

Province Regular Shipping (Canada Post – 2 to 8 days) Express (2-3 days)
British Columbia 15 20
Alberta 20 30
Saskachewan 20 35
Manitoba 20 35
New Brunswick 20 40
Newfoundland and Labrador 20 40
Northwest Territories 20 40
Nova Scotia 20 40
Nunavut 20 40
Ontario 20 40
Prince Edward Island 20 40
Quebec 20 40
Yukon 20 40

This shipping method takes 2-5 business days for delivery, depending on your location.For orders over $200, Express Shipping is FREE.

Orders ship from the Vancouver, BC area by Canada Post.

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

Is tax included in your prices?

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

I've sent my E-transfer. What next?

Once you’ve sent your E-transfer, it can take up to 40 minutes for us to receive an email notifying us of your payment. Your E-transfer will be pending until we collect the E-transfer (when we process your order). Once payment is received, your order will ship within 1 business day. Delivery by Xpresspost will take 2-5 business days once it has shipped.

How do I send an Interac E-transfer?

If you use online banking with a Canadian bank* or credit union, then sending an Interac E-transfer takes just a couple of minutes!

You simply log on 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 number (enter your order number here) and the password needs to be hautehealth 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. For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

*Please note: If you bank with Tangerine, you need to call the customer service number prior to sending your e-transfer and confirm you want it to be processed. Once that is done, it can take up to 3 business days for payment to come through for processing. Thank you! 

What will happen to my order 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 till we receive your E-transfer. If we do not receive your payment within 2 days, your order will be canceled.

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.

How will my order be packaged?

Your order will be discretely packaged and vacuum-sealed to protect and maintain your privacy. We ship from the Vancouver area using Canada Post Xpresspost mailers or nondescript boxes with no indication of what is inside.

Canada Post says "successfully delivered" but I have not received my order

There are 2 likely scenarios:

  1. a) the postal worker put it in the wrong mailbox, or
  2. b) 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.”

What happens 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 with a Signature Required?

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

Canada Post tracking information has not updated recently

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 it 2 days after your expected 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.

An item was missing from my order

All orders and product details are tracked in our system and we record each order before it leaves our building. The value of any confirmed missing items will be credited* on your account to be used on your next purchase.

*Any credit will occur as points on your account, which can be applied to your next order.

Product Info

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.

Shipping

How will my order be packaged?

Your order will be discretely packaged and vacuum-sealed to protect and maintain your privacy. We ship from the Vancouver area using Canada Post Xpresspost mailers or nondescript boxes with no indication of what is inside.

Canada Post says "successfully delivered" but I have not received my order

There are 2 likely scenarios:

  1. a) the postal worker put it in the wrong mailbox, or
  2. b) 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.

What happens 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 with a Signature Required?

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

Canada Post tracking information has not updated recently

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 it 2 days after your expected 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.

An item was missing from my order

All orders and product details are tracked in our system and we record each order before it leaves our building. The value of any confirmed missing items will be credited* on your account to be used on your next purchase.

*Any credit will occur as points on your account, which can be applied to your next order.

×