FREQUENTLY ASKED QUESTIONS


The most common questions that are usually asked by our customers. Please check here before you contact us because your answers might be found below!


HOW DO I REGISTER

1. Choose your products and drop them into the checkout cart. When you are ready to check out, please fill out the form with all correct and precise information.

2. Register for an account with a Username, Password and Email.

3. Login and you will be ready to order.

4. It’s that easy! 

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To ensure minors do not order cannabis from us, we require you send a photo of your ID for sign up to prove you are 19 years or older. We keep all approved IDs stored securely on our encrypted server and purge them every 48 hours. You can choose to upload your ID document during the checkout process on your first order, or email it to us at:


DANKSTREETCOLLECTIVE@GMAIL.COM

 

ACCEPTABLE FORMS OF PHOTO IDENTIFICATION

Driver’s licence
Canadian/foreign passport
Canadian Citizenship card
Certificate of Indian Status card
Permanent Resident card
Canadian Forces identity card
Liquor Identification card
Provincial/Territorial Identification card
Canadian National Institute for the Blind (CNIB) national identification card
    WE ACCEPT THE FOLLOWING FILE FORMATS

    JPG/GIF/PNG Image
    PDF Document

     HOW DO I ENSURE I GET MY ORDER?

    All packages are sent via Canada Post Xpresspost. Once your order has been shipped, a tracking number will be attached to your email order shipping confirmation.

    HOW DO WE SHIP PACKAGES SAFELY AND DISCREETLY?

    At Dank Street Collective, your privacy is our top priority. All orders are packaged discretely in nondescript mailers and boxes. Each package undergoes quality control by our professional production team and is vacuum-sealed to ensure your package is scent-free during transit and upon arrival.

     IS MY INFORMATION SECURE?

    We take great responsibility in ensuring we are not shipping cannabis to minors. As such, to approve your account we require all members send in their government issued ID.

    Another responsibility we take just as seriously, is the safe storage of your data. Please note the following precautions we take with your data:

    Data retention: we wipe data every 48 hours;
    Data permissions: ID data is restricted to those tasked with verifying IDs;
    Data partners: we use SSL encrypted servers when you upload an image, whose system deploys bank-level data security.

      EDIBLES DURING HOT WEATHER MONTHS 

      As the weather is warmer across the country during the spring and summer months, the edibles you order have a potential to melt during shipping. We want our members to be aware of this before placing their order. We will be unable to refund any melted products – please consider this before ordering. We hope to find a solution to this soon! 

      CONTACT US

      Our Customer Support team is available 9:00 am to 5:00 pm PST Monday through Friday, and Sunday. Don’t hesitate to reach out if you have any questions or need help.

      Please allow 1 business day to receive our reply. We strive to answer all of the emails received on the same business day, but if you email us after our working hours we will not be able to address your issue until the next day, by a first come first serve basis.

      Sorry, we do not have a contact phone number. If you need any assistance with placing your order or with product recommendations, please contact our Customer Support team.

        

      PAYMENT

      Once you have placed an order with us, an order receipt email will be sent to your registered email address. Please refer to your payment instructions located at the top of your email order receipt. 

      Please do not add or change any of the information provided. Once our profile has been saved in your banking app, payment for future orders will be much easier. 

      To send an Interac e-Transfer:

      1. Open your online banking app

      2. Select Transfers

      3. Click Send Money.

      4. Fill out the information according to the payment instructions provided. 

      From: (Select the account that you would like to send the payment from)
      To: (Select this to set up your e-Transfer profile with us) 
      Amount: (Your order total) 
      Memo: (Your order number)

        4b. When setting up our payment profile, please carefully follow the instructions provided to ensure there are no delays with your order. 

        Name: Our “Pay to name” (See payment instructions). 
        Select option: “Email“, and type our email from the payment instructions. (Please ensure spelling is 100% correct as any typos may result in us not receiving the payment). 
        Security question: See payment instructions. 
        Secret answer: See payment instructions. 

          5. Once all the information is entered, click “ADD RECIPIENT” to save our profile. 

          You will now be taken back to the original e-Transfer page. 

          6. Enter the amount: (This is your order total). 

          7. Under memo/comments: Add your order number (Please do not put anything here other than your order number). 

          Once you have reviewed the information, click “CONTINUE” and “CONFIRM” your payment. When your e-Transfer has been deposited, you will receive a notification from Interac confirming that we have deposited your funds. 

          If you have any questions in regard to your order, please do not hesitate to email us at DANKSTREETCOLLECTIVE@GMAIL.COM

          WHAT TYPE OF PAYMENT METHODS DO YOU ACCEPT? 

          You can pay for your order by Interac e-Transfer.

          Interac e-Transfer is a secure and convenient payment service offered by many banks and credit unions across Canada.

          When paying by Interac, select “Interac e-Transfer” as your payment method. Instructions will be provided in your email order receipt. Orders will ship only after your e-Transfer has been received. Your order will be cancelled if payment isn’t received within 48 hours of placing it.

           WHAT IF I WANT A REFUND?

          Unfortunately, we are unable to offer any refunds. If there is an issue with your order and compensation is agreed upon, store credit will be added to your account to use on your next order.

           SHIPPING, FULFILLMENT, SAME-DAY DELIVERY & CANADA POST 

          CAN SOMEONE TELL WHATS IN MY PACKAGE?

          All packages are vacuum-sealed and shipped using nondescript mailers and boxes giving no indication of what is inside. Your privacy is our priority and our professional production team is committed to ensuring your package is discreet and odour-free.

           HOW LONG WILL IT TAKE TO RECEIVE MY PACKAGE?

          Once your order is received, it will be shipped within 1 business day of receiving payment. Canada Post Xpresspost can take up to 2-3 business days to reach you, depending on where your location. Shipping may take longer if you are located in a remote area. All shipments will have a tracking number that will be sent to you once the order has been shipped.

           WHAT ARE THE SHIPPING FEES? 

          We are happy to offer FREE shipping on orders at or above $180.
          For orders under $180, a flat rate shipping fee of $25 will be added to your order subtotal at checkout.

          Your delivery is guaranteed (except for residents of Nunavut, Northern Quebec; or if you provide an inaccurate/incomplete address).

           DO YOU SHIP INTERNATIONALLY?

          Unfortunately, we only ship within Canada. 

           WE OFFER SAME DAY DELIVERIES FOR MEMBERS LOCATED WITHIN TORONTO & GTA

          To take advantage of this door to door service, please submit your payment prior to 1 PM EST – Monday to Friday. Payments received after the cut-off time will be delivered the next business day.

          Cities that are included are : Toronto, North York, Scarborough, Etobicoke, Mississauga, Brampton, Milton, Oakville, Burlington, Hamilton, Markham, Thornhill, Richmond Hill, Vaughan, Woodbridge, Pickering Ajax, Whitby, Oshawa.

          We require that you provide a local phone number as your courier will call to confirm delivery.  


          I HAVEN'T RECEIVED MY PACKAGE, WHAT DO I DO?

          Once your order has shipped, a confirmation email will be sent to your registered email address. You can track the status of your order delivery here using the tracking number provided in the confirmation email. 

          If you have any concerns or questions in relation to your order delivery, please do not hesitate to reach out to us at DANKSTREETCOLLECTIVE@gmail.com.

           WHEN I TRACK MY PACKAGE, IT SHOWS UP IN A DIFFERENT CITY.
          WHY IS THAT?

          If you are tracking your package and it is showing that your order is travelling to another city, this could be due to a shipping mix up at Canada Post. Don’t worry, your package will be re-routed to its correct destination.

          This can happen on occasion as postal codes are manually entered into the mailing system by a postal employee. If one digit or letter is entered incorrectly, this may result in a routing error and could cause a delay in your delivery by one to two business days. 

          Though Canada Post is usually fast in resolving routing errors, if there are no updates with your tracking information within two business days – please contact us at DANKSTREETCOLLECTIVE@gmail.com and we will reach out to Canada Post and do everything we can to get your package back on track. 


          IS MY SIGNATURE REQUIRED? 

          Notice: Signature required has now been removed as an option due to the COVID19 virus, to ensure you receive your parcel without delays.

          All orders are automatically marked “Signature required”, but you have the option to select “No signature” during check out.

          Signature Required: If your order is marked “signature required”, the postal delivery person will ring/knock on your door or buzzer. If your home has a front door, anyone who answers will be able to accept your package. If you live in an apartment include the buzzer in your address, example: “Buzz 50” in address line

          2. The postal worker will buzz you, and require you to present an identification card/document that matches either the address or name of the shipping information on the parcel.

          If you are not home, the postal worker will leave a “pick up” notice card in your mail slot or box. Generally the card requires you pick up the next day, please read the card to see when your parcel will be available for pick up. The card will say the post office your parcel was dropped off at, generally it should be closest post office to your shipping address.

          Pick up at Post Office: Please make sure to bring your ID card that matches your shipping address on your parcel.

           MY PACKAGE IS LOST, WHAT DO I DO?

          If your order is not received within two days following your expected delivery date, please let us know so that we can start an investigation with Canada Post.

          Please do not contact Canada Post, we will contact them for you and do our best to resolve any issues on your behalf. 

          If your order package is located, Canada Post will ship your package and you will receive it within one to two business days. If it is deemed “lost and unrecoverable”, one replacement order will be sent to you – free of charge (Excludes Nunavut and Northern Quebec).