About My Order

• How long do you keep my personal information? Open Close

  Your personal information is kept only as long as necessary for the purposes it was collected and for any legal requirements, after which it is destroyed in a timely and secure manner. All returns are subject to the Return Policy. If you contact us for a refund or to register a complaint about a product you purchased from the OCS, the personal information from your original order will be used. Please ensure all returns are initiated within 14 days of delivery, in accordance with the Return Policy. 

  Some additional personal information may be collected in the course of delivering your order. This information is only retained for 30 days for the purposes of quality assurance, investigations and processing returns. If you have additional questions, please call our Customer Service Centre at 1-888-910-0627 to speak to someone on our Customer Care team. 

• Shipping Update Open Close

  There are currently three options for delivery:

  • Same-Day Delivery by Domain Express – $8 ($7.08 + HST)
  • Express Delivery (within three days) by Domain Express – No Charge
  • Xpresspost Delivery (within five to 10 business days) by Canada Post – No Charge

  We have waived standard delivery fees (excluding Same-Day) during the pandemic to make delivery service as accessible as possible. 

  Which delivery options am I eligible for?

  Same-Day and Express Delivery are currently available to select customers in Southern Ontario. We are continuously working with our delivery partners to consider opportunities to expand coverage for this service to new postal codes.

  Xpresspost Delivery is available throughout Ontario.

  To find out which delivery options are available to you, check our list of delivery areas or enter your postal code at checkout. 

  For Same-Day and Express Deliveries

  • When submitting your order, please enter a mobile phone number (no landlines, please). We will text you order updates.
  • If you select the Same-Day Delivery option, your order will arrive the same day between 5 p.m and 10:30 p.m. The cut-off time for Same-Day Delivery is 1:30 p.m.
  • If you select the Express Delivery option, your order will arrive within three days between 5 p.m and 10:30 p.m.
  • Get more information about delivery options.

  For Xpresspost Deliveries

  Your order will be delivered to your door within five to 10 business days.

• Can I pay with a prepaid credit card? Open Close

  Yes. We accept all major prepaid credit cards. But don’t get rid of the card just yet. If there’s a problem with your order, we can only issue refunds to the card used at checkout. We recommend keeping your prepaid credit card until you’ve received and are satisfied with your order.

• What should I do if I have a complaint about the quality of product I purchased at an authorized retail store? Open Close

  Please reach out to the store where you purchased the product, and they can start the quality complaint process for you. The store may provide you with a refund at its discretion. If the store is unable to assist, you can reach out to our customer service team by calling  1-888-910-0627 or via LiveChat to initiate the quality complaint process. Please note that the OCS is unable to provide a refund for any products purchased at an authorized retail store.

• Do I have to be home to receive my order? Open Close

  If you choose Same-Day or Express Delivery at checkout, you will need to be home to receive your order and provide valid government-issued photo ID which proves you are 19 years of age or older. For Canada Post delivery, if no one is home, the Canada Post delivery agent will leave a delivery notice card with instructions for pickup. 

  Anyone who is 19 years of age or older may accept your order, as long as they show valid government-issued photo ID.  

  If your package is being picked up from a Canada Post outlet by someone other than you, they must show valid government-issued photo ID (or a document such as a utility bill) that shows they have the same address as you. If they do not live at the same address, they must show valid government-issued photo ID and either the notice card (signed by you and with their name printed on it) or a letter of authorization or a legal document (such as power of attorney) demonstrating their authority to act on your behalf.   

   

• What will happen to my Same-Day or Express Delivery order if I use a PO box as my shipping address? Open Close

  Same-Day and Express Delivery orders placed with a PO Box shipping address will be sent back to the OCS warehouse. Once we receive your package and process the return, a refund will be credited via the original method of payment.

• How will my order be delivered? Open Close

  Our delivery options have changed as we react to COVID-19. For the latest information on delivery and shipping methods, timing and fees, please click here. 

• Can I place an order if I’m currently outside of Ontario? (US/International orders) Open Close

  Yes. International customers are able to place orders on OCS.ca, provided the order is delivered to an address within Ontario.

  The OCS will only deliver products to addresses in Ontario.

• How do I contact the Licensed Producer of my product? Open Close

  Should you ever need to reach them, the Licensed Producer of every product must provide their name and contact details on the product label, including an email address and phone number. Each product also includes a lot number which refers to a specific harvest, or “lot” of products, which helps trace it back to quality control processes. Take note of the lot number if making a product inquiry.

• Can the OCS shipping and packaging boxes be recycled? Open Close

  We make sure that whenever possible, we choose shipping materials that can be re-used or recycled. OCS branded carboard boxes, packing paper and packing slips are all fully recyclable. For more information on recycling cannabis packaging, click here.

• Can I recycle my cannabis packaging? Open Close

  Depending on where you live, most cannabis packaging can be recycled in your curbside recycling program or at your local recycling depot. There are also programs that specialize in non-recyclable waste (such as Terracycle) that accept cannabis packaging from Licensed Producers. To find out more on how you can recycle your cannabis packaging, click here.

• Why does legal cannabis seem to be packaged so excessively? Open Close

  To protect against accidental consumption, ensure products are not appealing to children or youth, and to provide the consumer with the necessary information to make informed decisions, Licensed Producers must adhere to stringent packaging and labelling requirements enforced by the Federal Cannabis Act and Health Canada. Unfortunately, these stringent requirements result in the mandatory inclusion of bulky and excess packaging, regardless of the quantity of the product ordered. The good news is that most cannabis packaging can be recycled, depending on where you live. To learn more about cannabis packaging and how to recycle it, click here.

• Can I purchase a product online and return it to an Authorized Cannabis Store? Open Close

  Unfortunately, no. The OCS offers a 14-day return policy on all orders of cannabis products from OCS.ca in original condition within 14 days of delivery. Licensed Retailers have the ability to create their return policies at their own discretion.

• Can I change or cancel my order after I’ve placed it? Open Close

  Orders cannot be cancelled.

  Because our team assembles your order very soon after you place it, if you notice an error right after receiving your order confirmation, you should immediately call our customer service line at 1-888-910-0627 to see if the order can be changed.

• What should I do if I have a complaint about the quality of product I purchased on OCS.ca? Open Close

  We work with Licensed Producers to investigate all quality assurance complaints. To report a product quality complaint, we welcome you to contact our customer service team by phone at 1-888-910-0627 or by LiveChat.

   

• When do I get my tracking number? Open Close

  You will receive an e-mail notification when your order is shipped including the Canada Post tracking number. 

• The pre-authorization on my account disappeared. Is my order cancelled? Open Close

  Unless you receive a cancellation e-mail notice from Ontario Cannabis Store, your order is still being processed. There is sometimes a lag between when your credit card pre-authorization becomes a charge on your statement.

• Will all my items arrive together? Open Close

  Generally, all items will be sent together in one package. There may be exceptions based on the size and availability of the product(s).  

• Can I return products for a refund? Open Close

  In certain circumstances, we will accept returned cannabis products in their original, unopened condition within 14 days. Please see our return policy for full details.

• Where’s my order? Open Close

  If you have received an email from Ontario Cannabis Store confirming receipt of your order, it is being processed. A second e-mail notification with the tracking number will arrive once your order is ready to ship.