FAQ

How do I order?

You can simply add items to the cart like any other online shopping website.  Make sure to log in or register an account with us to complete your order.

Who is eligible to order?

You must be on or over the age of 19 and live in Canada to be eligible to buy cannabis products from Top Shelf BC. There are no exceptions to this rule.

Is ordering Cannabis online safe?

Ordering cannabis through the mail in Canada is discreet, safe and reliable. As of 2020, we know of no Canadian that has been charged with receiving cannabis in the mail. All our packages are carefully vacuum-sealed with no indication of what is inside. You can rest assured that you are in good hands.

Can I add/edit/cancel my order ?

If you like to add or edit your order, we ask of you to make a brand new order with the correct adjustments and email us regarding your old order so we can cancel it.

If you want to cancel your order that is not processed yet, you ca go into the system and cancel .

Please email us at [email protected] with your order number being the subject line..

How can I get in touch with customer support?

Send us an email at [email protected], and a member of our team will be glad to assist you. We are also extremely active on Discord — you can DM us anytime at topshelfbc.com#8609

When will my order ship?

Once we receive your e-transfer.  We will begin processing your order.  Our cutoff time is 11AM PST Monday-Friday.  There will be times where you order past cut off time and will be shipped on the same day.

If you missed the cutoff time, do not worry as we will ship your order the next business day first thing in the morning!

How long does it take for my order to arrive?

Once shipped, Xpresspost (Canada post) takes anywhere between 1-3 business days depending on its destination.  There may be delays should the order be shipped during holidays.

Help! My order did not arrive

If you have not received your order within 48 hours after the expected delivery date, please contact us immediately via email at [email protected]. We will conduct an investigation and take the necessary steps to ensure your package arrives to you safely.

What are the shipping fees?

There is a flat $20 flat shipping rate for express shipping. If your order is over $99 after discounts, shipping is free!

Why does the tracking number provided not work?

When we process your order, we will send you an email with your tracking number before the package is even scanned at the post office. Check back at the end of the business day and the tracking number should be updated.

What payment options are available ?

We accept Interac e-transfer and credit cards (Visa and Mastercard only)

Starting July 19th we have a new payment process: 

New customers will have a spending limit of $500. 
All existing customers will have no limit.

This measure was set due to new users abusing the system and claiming fraudulent payments.

We’ll gradually increase the order limit as new users order more, here’s how the new tiered system works

Tier 1 – New users can not exceed $500 on their first order
Tier 2 – Once a customer reaches $1000 in completed orders, they’ll be able to place orders for up to $1000
Tier 3 – Once a customer reaches $2000 in completed orders, the limits will be removed.

Please always follow instructions at check out! 

How do I send an Interac e-transfer?

For instructions on how to send a secure Interac payment please watch the video tutorial found here:

How do I pay with credit cards?

At this time, we are only accepting Visa and MasterCard.

*Credit Card payments will not be available for residences in Quebec due to high volume of fraud.

If you are paying with credit card, you will be limited on your first few Credit Card transactions. There will be tiered amounts that you are required to spend prior to making larger purchases on credit. This is to ensure that users are not abusing the credit card system and claiming fraudulent charges.

*WARNING*
We have a ZERO Tolerance policy with fraud. If there are claims used on a credit card that you are using, you will be blacklisted along with your shipping information, and will no longer be able to make future purchases with Top Shelf BC.

This is how the tiered system will work for  Credit Card Users:

Tier 1 – Uers can not exceed $500 on their first order
Tier 2 – Once a customer reaches $1000 in completed orders, they’ll be able to place orders for up to $1000

  • At this time the MAXIMUM Purchase using Credit Card will be $1000. 
  • There will be a 3% surcharged billed for ONLY Credit Card payments. This is a charge that cannot be credited back.  The Surcharge will cover additional bank fees.

The transactions will come from various company labels and will NEVER say “TopShelfBC”. The company labels will be in rotation and will not be relating to marijuana for your safety. To Identify your order, you could look through your statement and match your order total as well as the time the order was placed.

Please note that If you see a charge on your credit card statement that you do not recognize please contact us immediately before calling the bank. In the event that a chargeback occurs, you will be blacklisted indefinitely from use of our credit card service.

Please feel free to contact us at [email protected] for any questions!

I have sent an interact e-transfer, what happens next ?

Once we receive your e-Transfer, we will process your order for shipping. Please note that it may take up to an hour for us to receive your e-Transfer.

What happens to my order if I don’t send you a payment?

Once the order is placed, the next step is to send your E-Transfer to us. We keep the order on hold until the payment is received. If there has been no payment after 48 hours, then the order is cancelled.

What is your return policy?

Unfortunately, to protect and keep our confidentiality, we do not send back e-transfers. But we are here to satisfy your needs and find alternative solutions if you are not satisfied with your order. Please send us an e-mail at [email protected] with your Name, Order # and concern and we will try our best to accommodate you.

Still have a question?

Please contact us for more information.

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