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 11PM 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 ?

At the moment we are only accepting Interac e-transfers. Payment instructions will be provided with your order. We will only start preparing your order when the transfer has been received. After we receive the payment, your order will be shipped as soon as possible.

We hope to add more payments in the future. If you have suggestions please feel free to contact us at [email protected]

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:

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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