How is my order packed for shipping?
Your order is packed in a hard box and double vacuum sealed. It is discretely packaged and labelled with zero smell and no indication of the products inside to maintain your privacy.
What are the shipping costs for orders?
Shipping cost is $15 per order. If the order is $149+ then shipping is free.
Where do you deliver?
We are proud to serve all of Canada nationwide. Please note however, in Rural areas, such as the Territories, and Northern Quebec, we have had instances of courier theft, and as such if you are ordering from these areas, we cannot guarantee the safety of your package. 17-10 Cannabis will not be responsible for orders that are lost or damaged in these areas.
How Long Will It Take To Get My Package?
All orders are sent via XpressPost in 2-3 day business days, a delivery and tracking number will be emailed to you once your order has been processed. You can track it from there.
Help! My package didn’t arrive on the expected delivery date?
We ship orders promptly but sometimes there are delays with our courier. If you do not receive your order 2 days after the expected delivery date, email us and we will file a trace with Canada Post. If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will reimburse up to $100. This reimbursement will only be offered once in your accounts lifetime – we recommend adding in customer notes “request for a required signature upon delivery” to ensure theft is not an issue. There are no refunds for transactions if late due to any postal issues. If the re-sent package is lost or confiscated there will be no refunds.
Canada Post tracking says 'successfully delivered' but I did not receive my order
If the tracking site says your order has been delivered but you did not receive it, 2 things probably happened: 1. The postal worker put it in the wrong mailbox. or 2. The postal worker scanned all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering it. If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable” by Canada Post, we will reimburse up to $100.
Why was my package sent with a 'Signature Required'?
All orders $400+ will be sent with a Signature Required. If you do not want this option, please leave a note with your order saying “No Signature Required”. If you refuse signature required we will not be responsible for missing or confiscated packages.
Why has Canada Post not updated my tracking information?
If you’re tracking your package on Canada Post’s website and it has not updated in a while, it’s most likely due to your package missing a scan, which is fairly common. (The package is scanned at various points in its trip to your destination) More often than not, you will get your package on time or a day later. If you do not receive it 2 days after your expected date, let us know so we can file a trace with the post office. If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.
My package was confiscated? What's going to happen?
We will decide, at our discretion and on a case-by-case basis whether or not to reship the package.
What Payment Methods Are Accepted?
We only accept Interac e-Transfer payments for now.
Do I have to pay any taxes?
Yes, as legalization has come to Canada, we are now required to pay taxes on our sales.
I’ve sent payment, what’s next?
An E-transfer email can take 30 minutes to an hour to reach our email once you send payment. We will process the payment and pack your order. Once your order ships, we will send a shipping confirmation email with a link to track your order.
Is there a minimum and maximum order amount?
We have a $75 minimum order amount. There is no max order amount. Orders under $199 are charged a $15 flat rate shipping fee. Orders $199+ are shipped free of charge.
How much time do I have to submit payment for my order?
Once you submit your order, we will email you a receipt with instructions to pay. Your order will be on hold until your submit payment via Interac E-transfer. After a day or two, we will send a reminder email to pay for your order. If we do not receive your payment in 5 business days, your order will be cancelled.
ORDERS & RETURNS
Can I exchange my product for a different one?
A product can only be returned if it’s defective, shipped in error, or recalled. Products eligible for return may be returned to a 17-10 Warehouse or by connecting with our Customer Care Centre via our Contact page for an online return. For products shipped in error, only unopened products that have no signs of visible tampering may be returned with a receipt.
Can I return a product after I've opened the package?
No, with the exception of recalled or defective product. For those products shipped in error, only unopened products that have no signs of visible tampering may be returned with a receipt.
If I don't like the experience of the product, can I return it?
Can I cancel my order?
To request an order cancellation you must contact the Customer Care Centre. The Customer Care Centre may or may not be able to cancel an order depending on the status of fulfillment. If the order is not cancellable, it will be shipped as ordered and you will be charged accordingly.
REWARDS & POINTS
How does your reward points system work?
For every $1 dollar that you spend (excluding shipping), you will earn 1 point. For each product review you submit that is published, you will earn 30 points. You will also get a one time 100 points sign up bonus upon joining our site. For every 100 points you accumulate, you will receive a $1 discount that can be used towards any future orders. Points can be redeemed for anything in our online store, without any restrictions.
How does your promo or coupon codes work?
Sometimes we will have specials which require a customer to enter a coupon code. The coupon code must be entered to receive the discount or special promo. The promo code must be entered in the ‘Coupon’ field on the ‘View Cart’ page. NOTE: Only ONE coupon can be used at a time – coupon codes cannot be combined together. If you use rewards points on an order, a coupon code cannot be used on that order.
How do I become a member?
Becoming a member with us is easy! Just follow these two steps. 1. Create a profile by clicking on “My Account” at the top of the page. 2. Enter your shipping address. *Please note that we will need to verify your account once you’ve completed the signup process. This will take up to 24hours. For every 100 points you accumulate, you will receive a $1 discount that can be used towards any future orders. Points can be redeemed for anything in our online store, without any restrictions.