About My Order

• 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 send back cannabis packaging to be reused or refilled? Open Close

  Unfortunately, no. Federal regulations require cannabis products to be securely packaged by licensed producers and sealed with an excise stamp before being delivered to the OCS. Therefore, we are currently unable to refill or reuse cannabis packaging.

• 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.

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

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

  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? 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

  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? Open Close

  We ship through Canada Post Xpress delivery service, and most orders are delivered within 1 to 3 business days. However, for those in select or rural areas in Ontario, delivery can take up to 10 business days.

• 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).  

• How is my order shipped? Open Close

  We ship our orders using Canada Post Xpress delivery service.

• 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.

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

  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? 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.