About My Order

• What should I do if I disagree with the findings of a Quality Complaint I filed with a Licensed Producer?

  If you have a complaint about the quality of a cannabis product, you can file a report with Health Canada’s Cannabis Legalization and Regulation Branch (CLRB) here.

   

   

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

  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 customers use Canada Post Flex Delivery to have packages shipped straight to Post Office?

  Yes. If you have signed up on Canada Post’s website for their FlexDelivery service, you may have your OCS package delivered straight to a Canada Post Office of your choice. When picking up your package at the identified Canada Post Office, you’ll need to show original, valid, government-issued photo identification showing that you are at least 19 years of age. You will also need to sign for your package before receiving it.  You may check the Canada Post website for more information on the FlexDelivery service here.

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

  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?

  Customers should direct quality related concerns to the licensed producer. You are also welcome to share any feedback on product quality with us directly by contacting our customer service line at 1-888-910-0627. Customers may also submit quality concerns to Health Canada directly by clicking here.

  Any suspected adverse reactions can be reported to Health Canada’s Canada Vigilance Program.

• How long will it take to receive my order?

  We ship through Canada Post standard delivery service, and currently expect orders to be delivered within 1 to 3 business days.

• When do I get my tracking number?

  You will receive an e-mail notification when your order is shipped including the Canada Post tracking number.  Currently, due to the large volume of orders we received upon legalization and the interruption in service through Canada Post, these notifications may be delayed.

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

  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?

  Generally, all items will be sent together in one package. There may be exceptions based on the size of products.

• How is my order shipped?

  We ship our orders using Canada Post standard delivery. 

• Can I return products for a refund?

  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.

• Do I have to be home to receive my package?

  An adult aged 19 years or older must be home to sign for the package.That adult may be required to show valid photo identification to the delivery agent to verify that they are over 19.

• Where’s my order?

  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.