Web Sales F.A.Q.
THC - Toronto Hemp Company - Online Head / Hemp / Cannabis Superstore
Smoke & Vapor Shop, Hemp Products, Garden Supplies, Glass!!! - Cannabis Superstore! Est. 1994
665 Yonge Street
Toronto ON M4Y1Z9
416-920-1980 (follow prompts to transfer to the department of your choice - you can choose 711 or 712 for our Shipping, Online Sales & Customer Service Team)
Call THC TOLL FREE: 1-833-245-4367 (1-833-245-HEMP)
firstname.lastname@example.org - "Shipping, Online Sales & Customer Service Team" - our online-sales specialists (Current Team includes: Jared, Josh, Paige along with other helpers and 'pickers')
email@example.com - Garden Supplies in the basement (now headed up by Aaron)
firstname.lastname@example.org - Zachary, the main Manager
email@example.com - Dom, the owner / President.
Free Standard Canada Post Shipping in Canada on All Orders Over $75!
Please use Discount Code FREESHIPOVER75 (follow this link to apply it to your cart) for FREE Standard Canada Post Shipping on all orders shipping to a Canadian address and with a pre-tax total of over $75. Does not apply to products noted as 'Heavy Weight' or 'Oversize' and/or otherwise 'special' for shipping purposes. Does not apply to shipping carriers or service levels other than Canada Post basic Regular / Expedited Parcel shipping service. Does not apply to shipping charges over $30. Any orders that do not fit these stipulations will be adjusted and if necessary we will contact you to discuss the options (if you don't email us at firstname.lastname@example.org first). Generally not valid with other SALE offers, 'Wholesale' or otherwise discounted orders, or other Discount Codes. We reserve the right to change or refuse to honor this offer at our sole discretion for any reason.
Here is a rough summary of the Return/Exchange Policy (subject to change at any time without notice of course):
Returns: Our policy lasts 15 days. If 15 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. For example, perishable goods, Sale Items, and Gift Cards cannot be returned. All returns must be accompanied by proof of purchase (and identifying information) in the form of a copy of your receipt or invoice from our store. Returns (whether you send something back or a shipment is returned to us having not been received by you) are at YOUR shipping expense. For example, if you refuse or miss picking up a package, the carriers charge us a second shipping fee to return your products to us! So, if we are to re-send your item a second time or refund your purchase then we must be reimbursed for these additional shipping charges - unless the problem was somehow our 'fault' of course. Further, many items require a 'restocking fee' of between 15% and 25% due to the additional expenses involved with returning them to our shelves or suppliers - so please ensure that it makes sense for you to return something before sending it back to us.
Please do not send your purchase back to the manufacturer without authorization from them (unless your item does not fit into our Return Policy criteria for example by being even slightly used, and covered under Manufacturer Warranty - in which case you should contact the manufacturer to find out how they would like you to proceed of course).
Refunds: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed in your original method of payment.
Exchanges: We only replace items if they are defective or damaged prior to your receiving them. If you need to exchange something for the same item, send us an email at email@example.com and we can figure it out with you.
Shipping: To return your product, you should mail your product to: Toronto Hemp Company, 665 Yonge Street; Toronto ON M4Y1Z9; Canada (Phone: 416-920-1980). You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
Out-Of-Stock, Special Orders, Additional Quantities?
If you notice that a product that you are seeking is "Out Of Stock" (it may have just recently sold out, or it may be a new product that we are awaiting stock of, or in some cases it may be a product that we don't actively stock but can Special Order in for you, among other possible reasons and circumstances), or if you go to Check-Out and are informed that we don't have the full quantity of an item that you are hoping to purchase, or if there's something not listed that you are looking for and that you think we may be able to get for you - we are very happy to try so, generally, all you have to do is ask! Please email us at firstname.lastname@example.org (and/or email@example.com) and let us know about your desire and we'll eagerly try to make it happen for you!
Ages and usage and legality?
Everything is sold for legal purposes only! We cannot sell anything to you if it's illegal to purchase the item in your jurisdiction, or if you are underage and selling to you could therefore be problematic for us. Generally, we follow a minimum age of 19. If you are younger than that and you have parent/doctor support then please feel free to visit us in-store and/or give us a call to discuss the situation and we are always here to help people within reason. Our payment and shipping setups require that an adult pays for every order, and an adult signs for every shipment, so if you are underage DO NOT waste everyone's time and try to order from our store!!
All prices are in Canadian Dollars. Any credit card purchases will show on your statement as being with "TORONTO HEMP CO". Our two primary payment methods are: Visa / MasterCard / American Express / Diner's Club / JCB card, or Interac E-Transfer (aka Email Money Transfer) to firstname.lastname@example.org with the "security answer" orderxxxxx (with the xxxxx replaced by your 5-digit Order Number). In case you have trouble using your card in our Checkout, the third option is Phone-In Credit Card (only if your Shipping Address verifiably matches the credit card's registered Billing Address when we confirm it using the Address Verification System).
Why did my credit card decline? And why is there a charge showing even though it declined!?
Our credit card processing requires some security features for your payment to not decline. You must know your CVD (three digit code on the back of the card). You must also pass the AVS - Address Verification System check and get your card's billing address exactly correct, as it appears on your card Statement, including details like "St" versus "Street" and "2 665 Yonge St" versus "665 Yonge St Apt 2" - check with your card company if you're not sure! ( also try Canada Post AddressComplete: https://www.canadapost.ca/pca/ ) 2) if your card payment is declined for whatever reason, your account may show a payment for the declined attempt, but the charge has been "reversed" and we get NOTHING from you if your payment is declined, don't worry!
What about Prepaid Credit Cards?
Similar to a regular credit card, it is our understanding that you CAN generally use most "prepaid" Visas and MasterCards - even "Gift Cards" for online purchases. As with a 'regular' card, you will have to provide the necessary details from your card - including the security code and billing address. Many "prepaid" cards are of course not set up with a "Billing Address" out-of-the-box, but according to Visa at least (and we believe similarly with MasterCard, you can call the bank or company that issued your card to "Register" your address to the card and then the Address Verification System can "Verify" the card and address and "Authorize" the purchase for you. Here is a link to some relevant details about Visa Prepaid Gift Cards for example: http://www.visa.ca/en/personal/prepaidcards/giftcards_faq.jsp#4f
Is our packaging discreet?
YES! Your privacy is important to, and respected by, us. Every order is shipped out in a nondescript box (or envelope) - generally brown paper wrapped and with only "Toronto HC" and our 665 Yonge Street address as a return address on it. Nothing further identifying anything relating to Hemp, nor any logos of ours or our suppliers' brands or anything like that. If you require special packaging of any kind, please feel free to request just about anything reasonable in the Comments section of your order and we'll do what we reasonably can to help!
How do we ship?
Our Standard Shipping options are (at least) Canada Post and UPS (United Parcel Service). Our shopping cart software setup should give you a number of options from either or both shippers. Delivery times within Canada will vary according to the delivery address and may take up to 5-7 business days once your order has been processed. Orders are typically processed within two (2) business days. For specific delivery lead times, please contact us with your request before placing your order. We are not responsible for any loss of products following shipment from our address (or that of our agents) to the delivery address. We are not responsible for any delays in delivery. Delayed delivery will not give rise to any penalty nor indemnity, and cannot be used as reason for cancelling the order. We will do our best to keep you informed, especially if there are any delays or issues (due to stock shortages or other unexpected circumstances). Shipping charges are added to your checkout automatically and if applicable our intention is to charge you exactly (or if exactness isn't easily possible then as close as possible to) what we have to pay for your shipping. Anything outside of Canada or excessively heavy or awkwardly shaped, we may have to work out the shipping rates and add any additional amount required after it's figured out with the shipper. Some items might even be too heavy or bulky for certain shippers, but our website may be unable to automatically figure that out, so you may have to be flexible and bear with us if you choose a large or heavy item or group of items. Whatever the case, we will always do our very best for you. Again - if you are unhappy with the shipping options presented (for example, you want to order small items and the options are all over ten bucks and you'd be happy if we just mailed the item(s) in a small envelope) please CONTACT US and we'll do what we can to help you and make things make sense for you.
Can we ship to a different address than your card's Billing Address?
For smaller orders and if you have a logical reason, then generally sure (but you might have to bear with a slight delay as we perform extra verification steps). For larger orders if we don't have a great reason to trust you, NO - sorry, generally we cannot. Due to a shockingly high rate of credit card fraud, we can only ship larger orders to your credit card's billing address (verified using the Address Verification System - AVS). We cannot afford to be ripped off over and over by thieves and/or the credit card companies (who sometimes seem as bad as the people committing the actual frauds, by allowing them to happen, and charging US when they do, while THEY are the only ones with the ability to stop and avoid it).
How quickly do we ship?
We do our best (but CANNOT GUARANTEE) to get your order out within one business day of you placing (and paying for) it. Add to that the time it takes for your chosen Carrier to deliver your item and you should generally get your order within a few days at most, for most locations within Canada. MOST of the items in our online store are in-stock and if an item that you order is oddly not in stock then we will always communicate clearly and quickly with you, and aim to get any out-of-stock item for you as quickly as possible and offer you options for substitution wherever reasonably possible. Sometimes re-stocking can take a bit of time (for example if our suppliers are also sold out of an item - which generally should not happen because we try to 'hide' products from displaying, or mark them as sold out, on the website if that is the situation), but we will always do our best to take excellent care of you and your needs and desires. If you need an item quickly for a specific deadline or have some other special request, then please contact us using the email addresses and phone numbers listed at the top of this page. If you need us to split up an order into separate shipments or otherwise accommodate special circumstances, we are happy to try to help!
Can we ship to your country?
Our web-store is primarily intended to service the needs of Canadians who aren't close enough to us for a convenient in-store visit and is therefore configured to primarily allow for shipping within Canada automatically. We have recently added shipping options for USA, and had to remove options for international shipments due to a huge percentage of problems. We will not ship anything anywhere where the item is forbidden or otherwise could create a problem for us. We reserve the right to refuse service to anyone or any country as we so choose. If we are unable to ship to you, we will ignore or refund any payment and inform you as soon as possible. If we CAN ship to you outside of Canada, your shipping charges may have to be figured out (any amount we have to pay over and above what the web-store might calculate for you, we would have to add as a separate charge - we will never intentionally charge substantially more than the shipper charges us). We are NOT experts on out-of-Canada shipping, so if we DO attempt to ship to you, you must understand and accept that any issues at your country's border, etc., are fully and entirely YOUR responsibility and we will not accept any cost or responsibility as a result. It is up to YOU to determine and understand the legality and details of shipping into YOUR country, do NOT assume that we know anything about your country's rules or importation policies, nor how various Carriers interact with them, what Carrier is best and what is worst for your country, etc. Any lost or returned out-of-Canada packages will not be re-sent nor can we reimburse any cost - all such shipments are at YOUR own risk.
What about free shipping?
We do now offer "Free Shipping", with some reasonable limitations (see above). Rather than jack up prices to try to win your business through "Free Shipping" as many other online stores do, we aim to have some of, if not the, best prices available on the products that we sell, AND still offer "Free Shipping" (see top of this page). We have Carrier-Calculated Shipping software installed on our online store to calculate shipping for your package so that you are charged only what Canada Post charges us. We pay a little bit more than some do for shipping to be sure that your package will get to you safely, and is fully insured in case it doesn't, etc. If you are really concerned about a shipping charge seeming too high and you'd happily take the risk of your package disappearing between us and you in order to save the few dollars on 'insurance' and 'tracking', then please feel free to call us and we can try to send your package out by regular, un-tracked and un-insured post if that is what you would prefer.
Most discounts / Discount Codes can only be used one-per-order... For example, if during one of our big SALES you are using a large percentage-off SALE Discount Code, we cannot also give you free shipping - please pick one or the other and go with it and enjoy your discount! Our shopping cart system only allows one Discount Code to be applied on any order. However, there ARE certain discounts for which it makes sense to use more than one at the same time - for example, if you are purchasing one of our bulk-discounted items (buy x quantity of product y, get them for z% off) AND you meet the minimum order total for Free Shipping, then we CAN honor both discounts... The easiest way to accommodate this kind of scenario would be to use the bulk-quantity Discount Code and add an Order Note stating that you think that you also qualify for the Free Shipping discount. We can easily refund the Shipping cost, in this example, while the Discount Code you used takes care of the quantity discount for your bulk product(s). Another option is if you purchase two different items on which we offer a quantity discount - use one Discount Code, and let us know in your Order Notes about the possible application of a second discount. You can always email us (email@example.com) to follow up on this kind of detail also, of course. We're here for you!
Do prices change and are they different in-store?
While we make every reasonable effort to have accurate pricing on our web-store, mistakes are not impossible, so we must reserve the right to change prices without notice, and to cancel any order that contains an item that we somehow wildly mistakenly priced. Please also note that what's listed here may be online-only prices and that our in-store pricing may at times be different (while that is generally not the case - in almost all circumstances our online pricing and availability are an accurate representation of what you will find in-store if you visit). Also, please read item descriptions and don't rely only on photographs for information about products - often we provide photographs that give additional information about the usage or available accessories for various products, so there are many products for which the photographs show more than you will actually receive if you choose to order that item.
Are there items that aren't listed online but are available in-store?
Absolutely - what you see listed on this site is only a very small selection of our massive in-store inventory. THC is a three-floor, 7500 square-foot cannabis superstore (see Gallery etc.) with currently over 17,000 products in our inventory management system, many of which are items that are one-of-a-kind or only available for a short period of time or seasonally, etc., and there is way too much in-store to be able to list more than a fraction of it on here without the web-store being more confusing than anyone would like.
Is there stuff that's not listed but might still be available to order by phone or email?
Yes - since we get new stuff in frequently and since there are just so many items in-store, there's a small chance (while generally the website product and inventory listings are very accurate) that we actually do have something in stock that you want but don't see listed here (or see labeled as "Sold Out"). Please feel free to call (416-920-1980) or email (firstname.lastname@example.org) anytime and we are happy to try to help!
Can products be ordered/reserved online for in-store payment and/or pickup?
Absolutely! Our web-store is set up to be a pretty-accurate representation of what we have in-store (including item availability and inventory quantities). So you can generally expect that if our website says that an item is available, then that item is in-stock and available if you visit us in person - at the price shown online virtually always. We also DO have our website set up to allow "in-store pickup" as a 'free shipping' option. So you can totally place an order online to then pick up in person (or have a loved-one do so, with proof-of-identity). If you'd like something put on hold for you so that you are sure that we have your item in stock and/or with your name on it, please feel free to process an online order with your choice of shipping method set to "In-Store Pickup". Once we email you back to confirm that your order is ready to be picked up, you can come and get it at your leisure and convenience. Another option - if you would like to reserve a product for payment in-store (rather than pre-paying online), please feel free to instead email or phone us and we can put something on hold for you, separate from any online shopping effort.
Can we ship to your other address?
For any online sales paid for with Credit Cards, due to the high incidence of online credit card fraud, we would only be able to ship items to your verified credit card billing address (for orders over $100 generally). After a successful first order delivery to your billing address, we could ship subsequent orders to a different address if you would prefer.
Where's the cheap knock-off stuff?
We don't do the counterfeit thing, or the crappy quality cheapo import thing generally either... we respect our customers and suppliers way too much for that! We generally feel that skimping on quality to save a few pennies is just about always counter-productive, often very disrespectful and damaging to people who deserve a heap of respect, and sometimes even possibly scary-dangerous for your health. We are Authorized Retailers for the companies you'll see listed on this site (for examples see links just below) and we strive to provide competitive pricing on the best quality products we can possibly get our hands on for you! We do search out awesome deals for you, don't get us wrong, but we do so with a very serious and careful attention to detail regarding quality. Please don't ask for or expect us to deal with any knock-off crap, and please trust that you don't have to worry about authenticity or shoddy quality in general when you purchase from THC!
- Illadelph Glass Authorized Retailer Certificate Photograph
- ROOR Germany Authorized Retailer Certificate Photograph
For more general Frequently Asked Questions, follow this link to our General THC FAQ page - torontohemp.com/pages/f-a-q