Frequently Asked Questions
Got a different question? Email us at [email protected]
Ordering
To place an order, please follow these steps:
- Visit our official website at Zootd and create an account. By becoming a member, you will gain access to exclusive offers and discounts.
- Browse through our extensive selection of premium edible products. Once you’ve made your selection, add the items to your cart.
- Review your order and proceed to checkout. Upon successful payment, a confirmation email will be sent to you.
- Once your order has been confirmed, please allow 2-5 business days for your items to arrive via Canada Post.
Please remember to use the promotional code: WELCOME20
at checkout to avail a 10% discount and enjoy extra free gifts and perks. This code is exclusively valid for first-time buyers.
Your order will first be secured in an airtight, sealed bag, which will subsequently be vacuum-sealed for an additional layer of protection. This package is then placed in a nondescript box or mailer to ensure discretion. We take privacy seriously, hence, all our products are housed in odor-proof bags and vacuum sealed once more for optimal security and confidentiality.
We are pleased to offer mail-order marijuana services throughout Canada. If you reside in a rural area without a mailbox, rest assured, we can send your order to the nearest Canada Post outlet for your convenience and collection.
Our Customer Support team is available from 11 AM to 8 PM, Pacific Standard Time. Please note, our online dispensary operates around the clock, allowing you to place orders at your convenience 24/7.
There is no minimum order, but there is discounts and free gifts for larger orders. For very large bulk orders you can always message support and we can find a price that works for all parties.
If you wish to add to or amend your order, we kindly ask that you place a new order reflecting the desired changes. Subsequently, please email us concerning your previous order so that we can proceed with its cancellation.
Should you need to cancel an order that has not yet been processed, you are able to do so directly through our system.
Please direct all related correspondence to [email protected], using your order number as the subject line.
Shipping
Canada-wide shipping is flat rate of $20 dollars as this time. Currently shipping of edibles is too expensive for us to manage with our already low margins on our bulk edibles. We recognize that no one wants to pay for shipping so we hope to offer free shipping at some point in the future. Please keep checking back here for updates on our shipping policy.
Delivery times typically fall within a 2-5 business day range. These timings are influenced by several factors, including your specific location, when you placed your order, and the operational schedule of Canada Post. Please note, deliveries to rural areas within Canada may require an additional few days for transit. If your package has not arrived within 5 business days from the expected delivery date, please do not hesitate to contact us. Our team will work in conjunction with Canada Post to address and resolve any delays.
Orders placed before 3pm Pacific Standard Time will be dispatched on the same day, provided that the payment has been successfully processed by our team. Please be aware that our payment processing system can take up to three hours to direct your payment to the provided email address. To ensure same-day shipment, we advise initiating the payment process well before the 11 AM cut-off time.
Please note that Canada Post, our primary shipping partner, operates from Monday to Friday only, and we do not dispatch orders over the weekend. However, you can still place your order and make payments over the weekend, as we continue to process orders throughout this period.
Absolutely. Once your payment has been processed, you will receive a Canada Post tracking number via email within 24 hours. This tracking number allows you to monitor the progress of your package. Simply click the link provided in the email or manually enter your tracking number on the tracking page of the Canada Post website: Canada Post Tracking
For instant updates, we recommend adding your email or phone number on the Canada Post website to enable notification alerts.
If your package does not arrive within three business days beyond the estimated delivery date, we request that you contact us immediately. This will enable us to promptly initiate a trace with Canada Post.
Once the trace has been filed, Canada Post will begin an investigation. This process may take up to five business days. If they locate your package during this time, it will be sent to your address and should arrive within a few days.
Please bear in mind that during peak periods, such as holidays, including Christmas and Black Friday, and during other significant events, there might be slight delays in scanning, updating, and delivering packages.
Rest assured, within 24 hours of your payment being processed, you will receive an email containing your Canada Post tracking number. You can use this number to track your package either by following the provided link or by manually entering your tracking number.
Upon delivery, you will be required to provide a signature to receive your package, unless you have previously requested a ‘no signature’ delivery. Please note that should you choose to waive the signature requirement, we cannot assume responsibility for the package post-delivery.
We entrust all our deliveries to the reliable services of Canada Post, specifically utilizing their Express Post option for efficient and prompt delivery
In line with our standard operating procedures, we require a signature to confirm receipt of all deliveries. However, if you wish to waive this requirement, please indicate your preference in the notes section during the order process or communicate this to us via email at [email protected]. Please be advised that choosing to bypass the signature requirement will result in the ineligibility for our Guarantee Replacement Policy.
If you notice that your tracking information on the Canada Post’s website hasn’t been updated for a while, it’s likely due to a missed scan of your package, which is a fairly common occurrence. Typically, the status should update within the next 24 hours.
Your privacy is our top priority. All orders are packaged in a plain and discreet manner with no indication of the contents. All contents will be vacuum sealed.
Payments
Currently, we accept payments exclusively through Interac e-Transfers. Detailed payment instructions will be included with your order. Please note that the preparation of your order will commence only after the receipt of your e-transfer. Once payment is confirmed, we strive to ship your order within 1-2 business days.
We are actively exploring options to broaden our payment methods. If you have any suggestions or recommendations, we warmly invite you to reach out to us at [email protected].
Once an order is placed, it will be reserved for up to 48 hours pending payment. Should we not receive the payment within this timeframe, the order will unfortunately be canceled, and you will need to initiate a new one.
If you require a period longer than 48 hours to complete your payment, please reach out to us via email at [email protected]. This way, we can ensure your order is not prematurely canceled.
Please note that it may take up to 3-4 hours for our system to process and acknowledge your e-Transfer. If your payment is not accepted within a few hours, there’s no cause for concern. We are likely processing other orders and will attend to yours in the order in which the payment was received.
Yes, GST/HST is already included in all our pricing!
Product Issues and Refunds
We currently do not accommodate returns or exchanges. However, we are committed to your satisfaction. If you encounter any issues with your order, kindly contact us promptly at [email protected] or reach out to us via our live chat feature. Our dedicated customer service team will assist in finding an appropriate resolution to your concern.
If you encounter an issue with your order such as a missing, defective, or incorrect item, rest assured that we are committed to assisting you in rectifying the situation. Here are the steps to follow:
- Contact our Support Team: You can reach us through our website’s chat function, by email at [email protected], or by opening a support ticket on our website.
- Provide Order Details: In your communication, please include your order number, the name of the problematic product, and a detailed description of the issue. Please also attach any relevant photos or videos of the defective product for a more accurate assessment.
Please note that you have up to 2 days from receipt of the order to report any issues.
Following the receipt of this information, we will promptly work towards a resolution. If the product issue cannot be troubleshooted, we will offer a credit to your account in the form of points or a free replacement, as per your preference.
We prioritize your satisfaction and will do our utmost to resolve any product issues swiftly and effectively.