How does the order process work?

We process orders on weekdays only (Monday to Friday). On weekends and holidays, the process is paused and resumes the next business day.

Here’s how the process works:

  1. You place a pending order.

  2. Your order stays "on hold" until we confirm your payment. We manually move the order to “processing” once we receive the payment. This happens between 9 am and 1:30 pm PST (West Coast time).

  3. The order is packed. If we receive your payment before 1:30 pm PST, your order will be shipped the same day, and you’ll get a tracking number by 4 pm PST. If your payment comes after 1:30 pm PST, your order will stay on hold and be processed the next business day.

Why is my order on hold?

There’s no need to worry! If your order says "on hold," it just means we’re waiting to confirm your payment. Please check these two things:

  1. Time of your order: Did you place the order before or after 1:30 pm PST (West Coast time)?

  2. Current time: Is it still within our processing window (9 am - 1:30 pm PST)?

What payment methods do you accept?

We use a secure direct transfer payment system. After placing your order, you’ll be redirected to a payment page where you must select your bank from a dropdown menu.

If you don’t see your bank listed, scroll to the bottom for more options.
If you still can’t find your bank, email [email protected] to arrange an alternative payment method.

How can I avoid delays in shipping?

Send your payment as early as possible, preferably before 1:30 pm PST, to avoid any delays. Payments sent after this time will move your order to the next business day.

What shipping service do you use?

We use Canada Post Xpress shipping at no extra charge, and it’s the only service we offer. Please make sure your shipping address is correct, just as it appears on your regular mail.

How do I edit or cancel my order?

Once your order has been placed and you wish to edit or cancel before you have sent payment, please contact us at [email protected] or through the live chat.

What are your shipping times?

After your order has been dropped at the Post Office, it takes 1-2 days within the Lower Mainland and 3-5 days elsewhere in Canada.

My package did not arrive. What do I do?

We are very sorry to hear about your inconvenience. We recommend checking with your local post office and your neighbours. For further support, please contact [email protected] or use the live chat.

I sent my payment but my order is still 'On Hold'?

Please allow our warehouse team some time to process your payment. Once your payment has been processed and your package is shipped, you will receive a tracking number via email.

Can I leave special instructions for delivery?

Unfortunately, Canada Post doesn’t see delivery instructions like "Leave at front door" or "Place in the back." If you need special delivery arrangements, email us, and we’ll advise on how to list that information correctly.

For the best results, use addresses that are straightforward (like a P.O. Box or a clearly labeled home address).

Where do you ship to?

Thank you for your interest but right now we only ship within Canada.

Hours of operation?

Our warehouse team is available Monday to Friday. All orders placed after 1 pm PST on Friday will be shipped the next business day.

If you have any immediate queries, our live chat agents are always available. If an immediate reply is not provided, please expect one in 1-2 business days.

What is the minimum order?

Here at Pacific Cannabis we don't have an order minimum! Any package, large or small, will be shipped.

Tracking number is invalid.

It may take up to 24 hours for Canada Post to update their system with the tracking number. If after 24 hours the tracking still does not work, please email us at [email protected]

You do not have a product I am looking for.

We are very sorry to hear about your inconvenience! You can let us know about any product suggestions or requests at [email protected]

My package is being sent to another location. What do I do?

Oh no! If this occurs, please email [email protected]. For more urgent matters, please send a message through our live chat.

Who is eligible for free shipping?

We ship all orders via Canada Post Xpress at no extra charge. Please make sure your shipping information is complete and accurate, exactly as it appears on your incoming mail.

All orders over $150 are eligible for free shipping.

Question not listed here?

We are always available on live chat or via email.
Please get in touch with us and a customer service representative will be happy to answer any queries you may have.

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