About My Order

• Why does my address fill in automatically when I’m checking out? Open Close

  To make your checkout experience easy and quick, OCS.ca uses Google autocomplete for address forms. When you start entering the first few characters of your address, Google autocomplete provides options that can prevent incorrectly typed addresses and expedite the checkout process.

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

  Your personal information is kept only as long as it is necessary for the purposes it was collected and for any legal requirements, after which it is destroyed in a timely and secure manner. 

  To see how we protect and use your information, please review our Privacy Statement. If you have additional questions, contact our Customer Service Centre at 1-888-910-0627.

• Shipping Update Open Close

  Holiday Shipping Update

  We will not be delivering products on Dec. 25 and 26, and Jan. 1.

  Want to ensure it arrives before the holidays? We have several shipping options available, depending on the delivery services available in your area.

  To get your delivery by 9:30 p.m. on Dec. 24, you can:

  • Order by 1 p.m. on Dec. 18 and select Canada Post Xpresspost delivery
  • Order by 1 p.m. on Dec. 21 and select three-day Express delivery (if available in your area)
  • Order by noon on Dec. 24 and select Same-Day delivery (if available in your area)
    
    

  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
  • Canada Post – Xpresspost Delivery (within five to 10 business days) by Canada Post – No Charge

  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.

  Canada Post – 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 Canada Post – 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. We recommend keeping your prepaid credit card until you’ve received and are satisfied with your order — if there’s a problem with your order, we can issue refunds only to the card used at checkout. 

• What should I do if I have a complaint about the quality of product I purchased at an Authorized Cannabis Store? Open Close

  Authorized Cannabis Stores set and manage their own return and exchange policies. Please contact the store you purchased the product from.

  If you purchased a product from an Authorized Cannabis Store and you’ve experienced an adverse reaction, reach out to the retailer to initiate a return or exchange. The store will then open an investigation with the OCS regarding the product.

  If you purchased a product directly from OCS.ca and you’ve experienced an adverse reaction, please contact us at 1-888-910-0627, between 9 a.m. and 5 p.m. from Monday to Saturday. One of our customer service representatives will be able to assist you further. See our Return Policy.

  You may also choose to report an adverse reaction directly to Health Canada.

• Will I have to show my ID when I receive my order? Open Close

  Yes. If you choose Same-Day or Express delivery at checkout, you will need to show the delivery driver a valid government-issued photo ID that proves you are 19 years of age or older. To accept a delivery from a Canada Post delivery agent, you must show an original valid government-issued photo ID and sign for the package. An order can be delivered only to an adult 19 years of age or older.

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

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

  
  

  If no one is available to accept a Canada Post delivery, the agent will leave a delivery notice with instructions for pick up.  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 a 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. 

  
  

  If no one is available to accept a Same-Day or Express delivery, the delivery will be reattempted the next day. If the second delivery attempt is unsuccessful, your order will be returned to the OCS Distribution Centre. Once we receive the package and process your return, a refund will be issued through the original method of payment. 

   

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

  Orders placed with a PO box for Same-Day or Express delivery will be returned to the OCS Distribution Centre. A refund will be issued once the return is processed.

• How will my order be delivered? Open Close

  Get the latest information on delivery and shipping methods, timing and fees.

• Can I place an order if I’m currently outside of Ontario? 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 deliver products only to addresses in Ontario. Anyone who is 19 years of age or older and lives at the residence may accept your order, as long as they show valid government-issued photo ID. 

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

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

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

  Some cannabis packaging can be recycled in your curbside recycling program or at your local recycling depot, depending on where you live. There are also programs that specialize in non-recyclable waste that accept cannabis packaging from Licensed Producers

  We make sure that whenever possible, we choose shipping materials that can be reused or recycled. OCS-branded cardboard boxes, packing paper and packing slips are all fully recyclable.

• 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. 

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

   

  Our team assembles your order soon after you place it. If you notice an error right after receiving your order confirmation, immediately call our Customer Service Centre 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

   

  Products with a quality assurance (QA) issue can be submitted for an investigation with our QA team and the Licensed Producer (LP) by calling our Customer Service Centre at 1-888-910-0627 or through Chat. QA concerns are not accepted by email.

  You will be asked for photos of the impacted item (if applicable) and our QA team will work with the LP to review the claim.

  If the claim is approved, our team will email you a Canada Post return label so you can return the product to our Distribution Centre. We need to receive the product in order to be able to issue a refund. Once we receive the product, the refund will be issued and  posted back to your original form of payment within three to five business days.
  

   

• How can I track my order? Open Close

  When you submit an order through OCS.ca, you will receive a confirmation email, along with a link that allows you to view your order status. Once your order has shipped, the OCS will send you an email update with a tracking number. This tracking number will let you track your parcel’s progress toward its final destination.

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

  Unless you receive a cancellation email notice from the OCS, 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 products.  

• Can I return products for a refund? Open Close

  The OCS offers a 14-day Return Policy on all orders of cannabis products from OCS.ca at no cost. Products must be returned in original condition within 14 days of delivery. Once we receive your package and process the return, a refund, not including the shipping fee, will be processed via the original method of payment within three to five business days.

• Where’s my order? Open Close

  When you submit an order through OCS.ca, you will receive a confirmation email, along with a link that allows you to view your order status. The OCS will send you an email update with a Canada Post tracking number once your order has been shipped. This order number will let you track your parcel’s progress toward its final destination.

  Canada Post – Xpresspost deliveries can be expected within three to five business days. However, for those in select or rural areas in Ontario, delivery can take up to 10 business days. Refer to your tracking email to see in detail where your order is.

  Same-Day Delivery is within the same day between 5 p.m. and 10:30 p.m. Express Delivery can be expected within three days between 5 p.m. and 10:30 p.m. Refer to your tracking email for specific details about your order.

  If you have any questions or concerns, please connect with our Customer Service Centre at 1-888-910-0627.