FAQ

Do I need a doctor’s prescription?

To become part of our online community you do not need a doctor’s prescription – all we require is age verification. You must be at least 19 years of age to join.
To become a member at our store we require a medical prescription for cannabis, a membership card from another dispensary, a doctor’s note or other proof of medical need.

Who to contact if assistance is needed?

You can chat with our friendly and knowledgeable staff by email mountainherbcollective@gmail.com
Or give us a call at 604-815-1818
We are available every day from 11:00 am to 8pm PST.

Why do I need to upload my photo ID?

To place an order, you must first verify that you are 19 years or older. To complete this age verification process, we require you to upload a photo ID during the sign up process, or have the ID uploaded onto your profile once your account has been set up.

Photo ID Requirements

  • Government issued (ie. driver’s license, health card or passport)
  • Clearly displays your name, date of birth and expiry date
  • Currently valid
  • Features the same name as in your profile

When will my order ship?

All orders will ship the next business day.
Orders received on Friday will ship on Monday.

*Please note that it can take up to 3 hours for our system to receive your E-transfer.

Here’s a step-by-step guide to place your online order with Mountain Herb Collective:

  • Click on the desired product(s), choose your weight and quantity then click “Add to Cart”. You will then have the option to “View Cart” or “Continue Shopping”.
  • At the “View Cart” page, you can edit your order and view shipping costs.
  • When you “Checkout” the order, details including the PO# and the Interac e-Transfer instructions will be emailed to you.
  • Next, login to your online banking and send the full order amount to the email specified in the previous instruction email. Do not forget to include your PO# in the notes section when sending the Interac e-Transfer.
  • Please allow up to 24 hours for your payment to be processed. You will be notified by email of your order status and tracking information.

Where do you ship from?

We ship from the province of British Columbia (BC) and deliver nationwide across Canada. Shipment is through Canada Post Express and will take between 2-5 business days from the time you receive your package’s tracking number and link.

Where do we ship to?

We ship across Canada and only in Canada.

What are the shipping fees?

We offer free shipping on all orders above $100.00 and $15.00 flat rate for all other orders.

Who do we ship with?

All orders are shipped via Canada Post Xpresspost. A fast track link will be emailed to you once your order has shipped. Please allow 2 – 5 business days for your packages to arrive. Your delivery is guaranteed

How will my order be packaged?

Our advanced shipping methods ensure your security and privacy. All orders will be discreetly packaged with no mention of the name Mountain Herb Collective anywhere on the outside or inside of the order. The products are packaged in vacuumed sealed, smell-proof bags.

What happens if I don’t receive my package?

If you do not get your package 2 days after the expected arrival date, contact us and we will file a trace with Canada Post. If they can’t locate your package, we will ship you out a new one, no questions asked.

How do I send an Interac e-Transfer?

If you use online banking with a Canadian bank or credit union, then sending an Interac e-Transfer just takes a couple minutes. Once you have sent the e-Transfer, it can take up to a few hours for us to receive an email notification of your payment. The status of your order will be ‘On Hold’ until the payment is received.

Privacy Policy

All your data is safely secured on our database. We do not share any of your information with a third party service. Please read our privacy policy to learn more about how we store your personal information.

If you have any questions or concerns, please don’t hesitate to contact us.

Mountain Herb Collective Privacy Policy

Effective Date: September 1, 2017

This privacy notice discloses the privacy practices for Mountain Herb Collective and our website www.mountainherbcollective.com

This privacy notice applies to information collected by this website and at our store.

It will notify you of the following:

  • What information we collect
  • With whom it is shared
  • How it can be corrected
  • How it is secured
  • How policy changes will be communicated
  • How to address concerns over misuse of personal data.

Information Collection, Use, and Sharing

We are the sole owners of the information collected on this site. We only have access to information that you voluntarily give us via email or other direct contact with you. We will not sell this information to anyone.

We will use your information only to respond to you. We will not share your information with any third party outside of our organization other than as necessary to fulfill your request (for example, to ship an order.)

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

Your Access to and Control Over Information

You may opt out of any future contact from us at any time. Contact us via the email address or phone number provided on our website to:

  • See what data we have about you, if any
  • Change/correct any data we have about you
  • Have us delete any data we have about you
  • Express any concern you have about our use of your data

Registration

In order to use this website, a user must first complete the registration form. During registration, a user is required to give certain information (such as name and email address). This information is used to contact you about the products/services on our site in which you have expressed interest.

Orders

We request information from you on our order form. To buy from us, you must provide contact information (such as name and shipping address) and financial information. This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we’ll use this information to contact you.

We use an outside shipping company to ship orders and a credit card processing company to bill users for goods and services. These companies do not retain, share, store or use personally identifiable information for any secondary purposes beyond filling your order.

Security

We take precautions to protect you. When you submit sensitive information via the website, it is protected both online and offline and is encrypted and transmitted in a secure way. While we use encryption, we also protect your information offline. Only employees who need the information to perform a specific job (e.g. billing or customer service) are granted access to personally identifiable information. The computers/servers on which we store information are kept in a secure environment.

Cookies

We use “cookies” on this site. A cookie is a piece of data stored on a site visitor’s hard drive to help us improve your access to our site and identify repeat visitors. For instance, when we use a cookie to identify you, you would not have to log in a password more than once. Cookies can also enable us to track and target the interests of our users to enhance their experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site.

Links

This website contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.

Surveys & Contests

From time-to-time, our site requests information via surveys or contests. Participation in these surveys or contests is completely voluntary and you may choose whether or not to participate and therefore disclose this information. Information requested may include contact information (such as name and shipping address), and demographic information (such as zip code, age, education, ect). Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this site.