FREQUENTLY ASKED QUESTIONS

Questions regarding memberships, orders, payments, and shipping.

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How do I contact someone to get help?

Unfortunately at this time we do not have phone support.

However, we can be contacted via our contact page:

Or if you need immediate assistance:

  • click on the green Help icon in the bottom right side of your browser window under Home
  • search our Knowledge Center for the issue
  • and if you still need help:
    • and our agents are online, click on the Live Chat button
    • otherwise, you can leave a message

*We strive to answer all messages within 24 hours Monday-Friday*

Is it safe ordering with The Compassion club?

We’re one of the 50+ cannabis dispensaries on Vancouver Island (over 300 in Canada) that are not operating under the federally-approved medical marijuana system. To qualify under the federal system, you’ll need to get a doctor’s approval and Health Canada’s permission to purchase from one of the 26 licensed producers. Many progressive City Councils and Police Departments across the country have allowed dispensaries to proliferate so people can safely access medicine, so long as there are no sales to minors or gang affiliations.

There are approximately 100+ mail order marijuana sites in Canada, the majority of these have been shipping cannabis products in the mail since the 90’s and to date, we know of no-one who has ever been charged with receiving such products in the mail.

That being said, there is still a small amount of risk on both ends as we are not working with any federal approval. 

How do I Refer a Friend?

To refer a friend, existing members must add their friend’s email to the Refer a Friend page found on our website. 

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Your friend will receive an email with a Refer a Friend code attached.  Once they have become a member they will be able to use this coupon code on their first order and received $50 off. 

Once your friend (the new member) places and pays for their order you will then have a $50 credit on your account.  Then next time YOU place an order, $50 will automatically be deducted from your order for this referral.  There is no code for you to enter 🙂

**Please note only 1 Refer a Friend Coupon can be redeemed per order and Referral codes cannot be manually provided**

*Referral Coupons are valid for 60 days*

*You can refer as many people as you like*

Payments

Payment

The Compassion Club accepts payment via  E-transfer.

How to make payment via E-transfer

You need to log into your online banking account and add us as a new recipient

  1. Log into your online or mobile banking app and select the account.
  2. Choose or add your recipient’s email
  3. Enter the amount and a security question

Email: Email will be displayed once you checkout successfully. It can also be found in your confirmation email. 
Security Question: What Country do we live in? 
Security Answer: Canada

PLEASE DO NOT MAKE ANY REFERENCE TO THE COMPASSION CLUB IN THE E-TRANSFER NOTES OR NAME!

If you have any questions or are uncertain about the new process our Customer Support team is standing by:

How to make payment via credit card

  • Credit Car Payments will be returning at a future time. Check back!
Our Sale Structure

We frequently launch new sales every week! You can receive our new sales through our promo emails by joining our subscriber/mailing list by simply going to our website and a pop-up should appear, then follow the directions provided. If you do not get the pop-up, you can always contact our Customer Support team at [email protected] and we can manually add you to our subscriber/mailing list.

If you are purchasing a sale item please be aware that if the sale item is in your cart and you do not follow through with the purchase/payment right away and the sale ends, unfortunately the sale price will not be honored when you proceed with your purchase/payment at a later time.

If you have any issues following through with purchase/payments, please email Customer Support right away to ensure we will be able to successfully get you the sale price. 

What methods of payment do you accept?

Payment can be made via E-transfer. 
Credit Card will be returning at a future time

The instructions provided with your online invoice after you’ve placed your order will be emailed directly to you, this will indicate the order is On Hold. Orders are only moved into Payment Received and Processing once payment has successfully been received.

Your order will be kept On Hold for a maximum of 72 hours while we wait to receive payment. If we do not receive your payment within 72 hours, your order will be canceled.

What happens once I've made payment?

You’ve placed your order and sent your payment, now what?

Well my friend, you have just set in motion a complex sequence of events. Depending on the size and complexity of your order, anywhere from three to five people will work to get you the medicine you ordered, as fast as possible.

What it looks like on our end:

  1. Our accounting team reconciles your payment
  2. Our warehouse staff pick your product, package it, and prep it for shipment
  3. Our customer support team stands by to help with any issues

What will this look like from your end? Check your order status as it travels the following path:

  1. On hold – We’ve received your order! If you’ve sent payment and your status still says on hold it means we’re working through a backlog of orders and will be matching your payment to your order shortly.
  2. Payment received – We’ve matched your payment to your order and it is in line for processing.
  3. Processing – Our warehouse is working on picking, packing, and prepping your package for shipment.
  4. Completed – Your order is ready to be shipped! You will receive a confirmation email with a tracking number for Canada Post.

We strive to process all payments within 24 hours but if your order status has not changed please feel free to reach out via our Contact Page. or email us directly; Email: [email protected]

ORDERS

How do I place an order?
  1. Start by going to The Compassion Clubhttps://thecompassionclub.biz/my-account/ – Log into your account and select the products you want from the product menu section. Please note there is a $50.00 minimum order total. Shipping Fees 

  2. SHOP/ ADD PRODUCTS TO YOUR CART: Click on a product(s), choose your quantity, then click “Add to Cart”.
  3. CONFIRM CART: Once you’ve added the products to your shopping cart, click the little shopping bag icon at the top of the page on the right-hand side. – On this page you can edit the quantities if needed and apply a coupon code if you have one. Once you are satisfied with your order click  “Proceed to Checkout” and you will be redirected to the Checkout page. Apply Coupon Code

  4. PLACE ORDER: On the Checkout Confirmation page, you can apply reward points if needed and confirm your order details and shipping address, once confirmed, click “Place Order” Once you do this an order number will be generated on your screen. Apply Reward Points

  5. PAYMENT: Once you have submitted your order, you can make payment via E-transfer (Please visit our Payment article if you have any questions regarding how to make an e-transfer payment)
  6. EMAIL CONFIRMATION: Once your order has been submitted, you will receive an email confirmation with your order details.
  7. SHIPPING: We aim to have orders processed and shipped within 24-48 hours of receiving payment (Monday – Friday) Canada Post usually takes 3-5 business days to deliver. Tracking information will be emailed to you after your order has been sent. 
     Please note; once an order is in the hands of Canada Post we are unable to alter the speed at which they deliver or update your information. 
How do I cancel my order?

If you would like to cancel your order, please contact our customer support to let us know:
[email protected]

We are unable to cancel orders once payment has been submitted. 

Please note that once an order has been created, we are unable to adjust it as this disrupts our inventory system, if you would like to make any changes to your order please contact customer support*

How do I check my order status?

You’ve placed your order, sent your payment, but you haven’t heard anything from us and would like to know what’s up…

Where to find order status:

If you would like to check the status of your order you can do so from your account:

  • Ensure you are logged in to The Compassion Club
  • Navigate to My Account – Orders 
  • All of your orders will be listed along with their status

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What does each status mean?

Now that you’ve found your order status, what does it mean? Order status’ are as follows:

  1. On hold – We’ve received your order! If you’ve sent payment and your status still says on hold it means we’re working through a backlog of orders and will be matching your payment to your order shortly.
  2. Payment received – We’ve matched your e-transfer to your order and it is in line for processing.
  3. Processing – Our warehouse is working on picking, packing, and prepping your package for shipment.
  4. Completed – Your order is ready to be shipped! You will receive a confirmation email with a tracking number for Canada Post.

If you still have any questions please feel free to reach out to us via our contact page here. or email us directly; Email: [email protected]

Product Issues

If you have any issues with an item you have received please contact our team as soon as possible by emailing [email protected] 

 If possible, we ask that you include a photo or video of the product with as much information you can provide, explaining the problem you’re experiencing. Our team will use this information to troubleshoot the problem prior to offering a solution.

What are the refund and exchange policies?

Due to the nature of our products, we do not allow refunds or exchanges.

Please select your products carefully, and feel free to ask our customer service team for guidance or assistance with your selections.

When purchasing dried cannabis or products that you have not tried before, we suggest purchasing a small amount and/or size in the event that you do not like it.

Look, smell, taste, and potency of cannabis vary from person to person.

Cannabis is essentially fresh produce. We rotate our stock accordingly to ensure freshness. Similar to produce at the grocery store, fresh apples are much more appealing than the apples that have been sitting on the shelf for a week. Similarly, each ‘batch’ of cannabis received from our growers is going to vary slightly, despite the plants being of the same strain.

There are many factors which can affect the smell, taste, and appearance of cannabis which range from the time of year grown, the soils/fertilizers used, as well as growing technique. This is also similar to grocery store produce.

One Ambrosia apple may taste slightly different than another Ambrosia apple.

We feel this adds to the mystique of the cannabis plant. You can never smoke the same herb twice!

If you feel you’ve received a defective product and/or substandard dried cannabis, however, please have photo evidence and contact our customer support team; [email protected]

You received an incorrect item in your order?

If you received an incorrect item in your order we ask that you alert our team via email as soon as possible by emailing; [email protected] 

You will be asked to include a photo of what you received.  This helps us to rapidly amend the error and also provides an opportunity to bring this to the attention of our team.

The item I want is out of stock?

If you’d like to be notified when an out-of-stock item becomes re-stocked please email our customer service department at: [email protected]

You will receive an email confirming when we have re-stocked the particular item and can then place your order.

If your order is being processed and our team notices an item is out of stock we will contact you via email. We will also suggest an alternative to send in its place. If we do not hear back from you within 24 hours, a credit will be issued to your account for the amount paid. The rest of your order (if any) will be sent as is, so there is no further delay.

Substitution suggestions of an equal amount/strength may be made by staff for smaller items, not in stock. This is to ensure that orders are sent out as quickly as possible. If this happens, you will be notified via email of the changes made so there are no surprises when you open your order. 

$100 Ounce Availability

$100 ounces will are available on an inconsistent basis as it depends on what our suppliers have. This varies. 

It is our goal to offer as much variety in terms of the products we carry and the prices they are offered at.

Even though we cannot guarantee they will always be available, we will continue to attempt to source dried cannabis that is priced accordingly.

We are always looking for ways to maximize our members’ savings opportunities; it is our company goal to provide Canadians with access to affordable Cannabis.

Sometimes the $100 Ounces contain smaller, or machine trimmed bud.

Cannabis is essentially fresh produce. We rotate our stock accordingly to ensure freshness. Similar to produce at the grocery store, fresh apples are much more appealing than the apples that have been sitting on the shelf for a week.

Each ‘batch’ of cannabis received from our growers is also going to vary slightly, despite the plants being of the same strain.

There are many factors which can affect the smell, taste, and appearance of cannabis; which range from the time of year grown, the soils/fertilizers used, as well as growing technique.

This is also similar to grocery store produce. One Ambrosia apple may taste slightly different than another Ambrosia apple.

We feel this adds to the mystique of the cannabis plant. You can never smoke the same herb twice!

We do not offer refunds for our $100 ounces

SHIPPING

How To Write an Address
  1. For those of us that need a brush up on how to properly write an address, this article’s for you!

    Below are a few examples of different addresses and how to write them out correctly:

    House example:

    Mary Jane

    1234 Flower Street

    Cannabisville BC S4Z 2Q0

    Apartment/condo example:

    Mary Jane

    1234 Flower Street

    Unit 420

    Cannabisville BC S4Z 2Q0

     

    House basement suite example:

    Mary Jane

    1234 Flower Street

    Basement suite 420

    Cannabisville BC S4Z 2Q0

    PO BOX example:

    Mary Jane

    PO BOX 420

    Cannabisville BC S4Z 2Q0

What are the shipping fees?

Orders are shipped by Canada Post – Customers may experience shipping delays as important safety measures, including physical distancing, means it takes longer to process heavy parcel volumes. We’ve been in consistent communication with those are Canada Post regarding their delivery times, they are not Guaranteeing any delivery times due to COVID-19

Orders totaling between $50.00 – $149.99 (before taxes, shipping charges and after any discounts including coupons and reward points) = $20.00 shipping & handling plus applicable taxes

Orders totaling $150.00 + (before taxes, shipping charges and after any discounts including coupons and reward points) = FREE SHIPPING 

Please be sure to manually select the “free shipping” option when it appears. The option will not appear for orders that do not qualify for free shipping. 

A tracking number will be emailed directly to you after your order has been shipped. It will take Canada Post approximately 24-48 hours to enter and update your tracking information to their website.

Please allow an extra couple of business days if you live in a remote area.

We do not offer postage refunds if your order arrives late due Canada Post delays.

Shipping to Nunavut and Northern Quebec

Unfortunately, we experience a much higher percentage of postal thefts when shipping to Northern Quebec and Nunavut. We cannot offer any delivery guarantees if you live in these areas and you will be ordering at your own risk. This means you will not receive a replacement package or refund if your package is lost or stolen.

What are your shipping times?

Orders are shipped via Canada Post – Customers may experience shipping delays due to important safety measures implemented by Canada Post for the safety of their employees and the public. These implemented measures mean it can take longer to process large parcel volumes. We’ve been in consistent communication with those at Canada Post regarding their delivery times and unfortunately they are not guaranteeing any delivery times due to COVID-19.

Orders are processed and shipped Monday-Friday from Vancouver Island, BC. Our team strives to complete all orders within 24-48 hours of payment being received but possibly longer during sales or after long weekends &/or holidays. 

shippingtimes

How will my order be packaged?

Your order will be discretely packaged and vacuum-sealed to protect and maintain your privacy.

We ship using either Xpresspost mailers, nondescript boxes or bubble envelopes with no indication of what is inside. 

Glass containers are always bubble wrap and larger items sent in a box. 

Unfortunately, occasionally items melt during transit due to the weather or the delivery process.  We can not guarantee that some products will not be subjected to the weather elements and therefore we can not guarantee that some products won’t have some form of weather damage whether that be melting or freezing and we can not be held liable.  

My package has not arrived, what should I do?

CANADA POST SHIPPING ISSUES

At The Compassion Club we try our best to get orders out the same day they are placed. We pride ourselves on a quick turn around time from order placement to package shipment. Unfortunately, once your package is in the hands of Canada Post, we cannot control the speed nor efficiency at which they deliver the packages. Over 98% of our packages are delivered on time (if not early) and without issue. But there are instances where packages just go missing. In these instances we want you to know that we will ensure your access to medicine:

If an order is undelivered and deemed “unrecoverable” by Canada Post, we will send you a 1 x replacement package, free of charge (up to a maximum of $300.00). We have a 21 business day policy in place for these situations, this gives Canada Post ample amount of time to deliver your package while working with their COVID-19 protocols. After 21 business days of not receiving your package from the date your package was shipped, we will send you this one time replacement. 

We provide this service so you can shop for your medicine without worrying if it will arrive.

TO INITIATE A SHIPPING CLAIM WITH US:

  • Please wait at least 5 business days after your order has been shipped. The majority of packages that do not show up on time are simply late.
  • Contact our Customer Support and let us know your package has not arrived; [email protected]iz
  • We will start our own internal investigation into the issue. Which includes various steps to determine the state of your delivery, spanning over a few days.
  • After we have conducted a thorough investigation into your packages delivery, a decision will be made to either initiate our 21 business day policy (please see above) or it is possible that we are not able to determine the cause of the delay/non-delivery, and we will provide a rectification in a timely manner. Please understand that we will always base our decisions off of a individual situation basis.
    • Please note that we may request an alternate address to send the package to
    • If the original package does turn up in that time we will ask that you not accept delivery of the replacement package so it is returned to us.

OTHER SHIPPING POLICIES:

  • We do not offer postage refunds if your order arrives late due to any postal delays.
  • If you provide an incorrect address and your package is returned to us, you will be required to re-send the shipping fee. Once we receive the shipping fee and the original package back in the mail we will re-send it out to you.

If you do not get your package 2 days after the expected arrival date, let us know 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 send you a 1x replacement package, free of charge.

Apologies for any inconvenience and please contact us for any questions.

My package is going to the wrong destination. What should I do?

If, from your tracking number, it looks like your order is headed to the wrong city or address it’s most likely due to either an error by Canada Post, an error when filling in your address at the time of placing your order or you have received the wrong tracking number.

Please re-check your order details for the shipping address you supplied when you placed your order.  If you notice an error please contact us at [email protected] as soon as the mistake is noticed. 

We do not accept responsibility or liability for orders with an incorrect address at the time of ordering. Because these orders cannot be returned to us we cannot issue a credit, refund or replacement.

**Please reach out to us regardless as we do treat every situation as a case by case basis**

What happens if my tracking number doesn’t seem to work?

Don’t be alarmed if your tracking number doesn’t appear in the Canada Post system right away.  It simply means that it has not yet been scanned.  

Canada Post takes approximately 24-48 hours to scan tracking information once they have received it from our production facility.

Scans and/or updates are not usually made over the weekends. Because of this, your tracking may take longer to show up if it was shipped on a Friday.

Most members are able to see information on the Canada Post website after the 24-48 hour waiting period.

Tracking Number Examples:

– PG137343065CA
– MW439674559CA
– 01049833056764257

Please keep your eyes on the Canada Post website and updated information should be available soon. If it is not, please email [email protected] and we will look into it.

Canada Post tracking information has not updated recently

Once we have dropped off your order to Canada Post it usually takes them approximately 24-48 hours to input and upload your information. Scans and updates are not usually made over the weekends and therefore, you may notice your tracking takes longer if your order was shipped on a Friday. Most members are able to see information on the Canada Post website after that waiting period. We suggest keeping an eye on their website.  If your package is still not trackable after 48 hours please contact our customer support team by emailing the address below.

If you’re tracking has been updated on Canada Post’s website but you’ve not seen any new updates for more than 48 hours it’s most likely due to a missed scan, which is fairly common. 

More often than not, members get their packages on time, or 1-2 days late.

Canada Post says 'successfully delivered' but I have not received my order?

If the Canada Post website states that your order has been successfully delivered but you have not received your order:

a) the postal worker put it in the wrong mailbox, or

b) a postal worker has scanned in all packages that are still in delivery by mistake.

c) there may be a mix-up with the tracking number you were provided.

From Canada Post:

“The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked:

with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;

Their Community Mail Box for the item or parcel compartment key;

around their property to see if the item was left in a safe location or in a mailbox attached to their home.

In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.”

REWARDS POINTS AND COUPON CODES

What are Reward Points?

Reward Points are a great way to maximize your savings with every order you place. Each item purchased adds points to your accumulated Rewards Points.

You will earn 1 point for every dollar spent (not including taxes or shipping fees)

$1 spent = 1 point (equivalent of $0.05)

20 points = $1 off your next order

100 points = $5 off 

Points take approximately 24 hours to get added into your account after payment has been received by us.

Please see our articles on: 

How do I redeem Reward Points?

So you’ve been saving your points up like Scrooge McDuck, you’ve grown tired of swimming in your vault of points, and you’re ready to redeem them.

Rewards Points can be redeemed at checkout by entering the amount of reward points you would like to apply to your order, please see the example below:

Checkout

The conversion rate for reward points is as follows:

  • You earn 1 reward point for every dollar spent (after applicable coupons and discounts and before applicable taxes and shipping cost)
  • When you are redeeming reward points, 1 point = $0.05. For example, 100 points = $5.00

Please note:

  1. We’ve noticed some customers are having issues redeeming points when placing orders on smartphones. If you are having issues please try to place your order and redeem your reward points on a laptop or desktop computer.
  2. Reward Points and Coupon Codes are deducted before shipping rates are calculated.

If you’re still having issues redeeming your reward points, please feel free to contact us by email at: [email protected]

Where can I view my Reward Points balance?

Your current points balance and history of accumulated can be viewed by logging in to your account and going to “My Account” and under “My Rewards“. Please see the below example:

InkedReward Points LI

How do I use my Coupon Code?

Once you’ve added the products to your shopping cart, click the little shopping bag icon at the top of the page on the right-hand side. – On this page you can edit the quantities if needed you will see a box to enter a Coupon Code, this is where you will need to enter the Coupon Code you have been provided. After you hit “Apply Coupon” this should automatically deduct the amount credited from your order total! Once you are satisfied with your order click  “Proceed to Checkout” and you will be redirected to the Checkout page.image

You will want to make sure there are no spaces when entering the code, sometimes this keeps it from being registered by the online ordering system.

If you have trouble applying the code to your order, or have any questions, please contact a customer support representative directly at; [email protected]