How do I place an order with Medicinal Express:
1. Start by filling out our simple registration form
2. Browse our selection of goods and add items to your cart
3. Check out and pay using Interac E-Transfer
4. You will receive a tracking number for your package, once payment is confirmed. Expect your shipment within 2-3 business days

Is my package shipped safely and securely:
Yes. We ensure that your order is packaged with care and vacuumed sealed. This protects your purchase and your privacy. We use mailers which are secure and discreet.

Do you issue refunds or exchanges
We do not issue refunds or exchanges for most products with the exception of disposable vape pens and dabbing rigs. If you believe that you have a defective product, please contact us within 48 hours of receiving the product.

Can I get in contact with a customer representative:
Yes, you can reach us via phone during the day either through our local contact number (604) 428-3420 or toll-free number 1(855) 633-3901. You can also contact us by email at [email protected]

Do you ship outside Canada?
No. We only ship within Canada.

When does my order ship out?
If we receive your order and payment before our 4pm cutoff time (Pacific Standard), your order will be shipped the same business day. If we receive your order and payment after 4pm, your order will be shipped the next business day.

Can I cancel, edit or add to my order?
If you want to edit or add to your order, you’ll need to create a new order with us. We will then cancel the old order. Email us at [email protected] with your order number, if you want to simply cancel an order that has yet to be shipped out.

What type of payment do you accept?
We only accept Interac E-transfers as this is a safe payment method. If you bank with Canadian credit unions or regular banks, then these are easy to do online with your institution. We provide you with instructions for an E-Transfer with your invoice.

Is tax included in price?
Tax is calculated at checkout, but not included on product page.

What are the shipping fees you charge?
Shipping costs are based on what you purchased and will be calculated at checkout.

How do I send an Interac E-transfer?
1. Sign into your Online Banking and select “E-Transfer”
2. Add us as an Interac E-Transfer recipient:
The name & email address used to add us as a recipient can be found on your invoice.
3. Please make your Security Question as “Greatest place on earth” and your Security Answer as “Canada”
4. Please reference your order number in the message box

What happens once my payment is sent to you?
Once the payment is sent, it may take up to 60 minutes for us to receive the payment during business hours. If payment is sent during non-business hours, we will accept your payment the following business day. When your payment has been received by us, we will notify you by email and send you a tracking number once the order has been shipped out.

What happens if I don’t send you payment?
Once the order is placed, the next step is to send your payment. Your order will remain on hold until the payment is received. If  payment is not received within 48 hours, then the order will automatically be cancelled.

I haven’t received my package? What do I do?
Insured Shipping
If you select Insured Shipping, and you don’t receive your package after two days past the expected delivery date, contact us. You will be credited for the full amount of the order in points and you can simply place the order again.

Non-Insured Shipping
If you have NOT selected the Insured Shipping Option, and you don’t get your package after two days past the expected delivery date, contact us. We can do a trace with Canada Post.
If a trace has been done, Canada Post will do an investigation which may take 5 business days to finish. If they are able to find the package, they ship it to you and you’ll receive it a few days later. If the package is deemed “unrecoverable,” refunds will not be offered due to postal issues.

The tracking from Canada post says “successfully delivered” but hasn’t arrived yet?
There are two possible scenarios here:
• The postal worker delivered the package to a wrong mailbox.
• The postal worker scanned the package as “successfully delivered,” but it’s actually delivered the next business day.

My package was sent with a signature required. Why is this?
All orders are sent with a ‘Signature Required.” to deter theft or loss. If you don’t want this option, leave a note with your order indicating “No Signature required”.

My packages tracking says it was sent to another town, why is this?
If you’re using Canada Post to track the package, this is likely a human error. This can occur because the postal worker may handle the postal code incorrectly. If they are off my one letter or digit, then the package will go to another city. This results in a rerouting delay of 1-2 days before the package is sent to the right destination.

Canada post hasn’t updated my tracking in several days?
Most people get their package on time or a day later. In many cases, the tracking isn’t updated due to missing a scan which is a common occurrence. If you don’t receive it 2 days after the expected delivery date, contact us and we will do a trace with the post office.

Why doesn’t the tracking number I got from you guys work?
We email the tracking number before scanning the package at the post office. It won’t show up as traceable on the Canada Post site until the package is scanned by the post office. The correct tracking should show up by the end of the business day.

Lost Orders:
MedEx assumes no responsibility for lost orders due to:
– Mistakes made by the postal offices
– Wrong address given by the customers & patients
– Damage to order by postal service
– Stolen packages after delivery