GENERAL

What are your hours of operations?

Orders can be placed at anytime, however
Orders placed before 1pm pst typically will be sent out same day.
Orders placed after 1pm pst will be sent out the following day.
Orders placed on the weekend, will be sent out the following monday

Our live chat hours are monday to friday 8am to 6pm

How can I trust you?

While there are a number of scammers on the internet who claim to sell legal weed, we can assure you we aren’t one of them.

We have spent years building a solid reputation amongst medical patients and strongly support the use of medical marijuana. We understand the needs of medical patients that may have trouble purchasing their medicine from a dispensary for any number of reasons and believe they shouldn’t be forced to have to buy illegally on the streets.

We have made the decision to offer full access to our site to medical patients in canada so they may have safe access to their medicine at any time.

Please read our reviews or our trustpilot reviews

Are the photos of the actual products?

Yes, we take all products pictures in house and do not apply any type of colour enhancements to our photos.
All products are shot inside a light box and actual product may be darker than picture.

Free gift options

Free gifts are available for orders of $200, $350, $500, and $850 . Any free gift options must be added at the time of order.

Free gift is only available once your cart total reaches the above amount, after points and shipping.

Free gifts will not be sent separately and unfortunately no exceptions will be made.

Kindly ensure that you choose your free gifts upon checkout otherwise the item will not be added to order.

How does the AA-AAAA rating work?

If you’re new to the world of cannabis you might be asking yourself what the significance of ‘ aaaa ‘ is and why the prices are so high with strains claiming this rank. Aaaa is the highest ranked strains of cannabis currently trumping the long reign of the aaa strains recently.

The a-aaaa cannabis ranking system helps ensure that people understand what grade of quality the strain they are ordering.

If I have never tried a product before, is it a good idea to purchase bulk?

The answer is no. If you have never tried a product before we highly recommend you refrain from purchasing in bulk. It is best to try a smaller amount of the product first to see if you actually like it before committing to a bigger purchase. Otherwise you will be stuck with a lot of something you don’t like.

Why do I need boveda packs?

A boveda package is a humidity package which can improve the quality of marijuana cannabis by setting the flower to the right humidity level.

Here is a short video on how boveda pack works
This is very popular and help keeps your flower fresh, as well as gives it the best potential for the highest quality smoke possible

Sales and Discounts

All prices are subject to change with out notice.

Ganja west prefers to frequently run big sales over having discount codes. This way we can offer a better savings to the customer. Sale items are based on a variety of factors such as inventory on hand and any volume discount we get from the manufacturer or cultivator (we like to pass the savings back to you).

We strive to have most sales contain a wide variety of items from the site so there is something for everyone. Sorry, no rain-checks. Sale prices cannot be applied retroactively to past or recently placed orders.

No credit will be applied for past or recently placed orders.

First come, first serve. While supplies last. The same goes for missed promotions.

Ounce Promotions

Sale is limited to 1 per person unless stated otherwise.
Sale requires a minimum spend unless stated otherwise.

Any orders less than the required amount or having multiples when stated to 1 only, the code will not activate or the order will be fixed and or cancelled.
First come first serve basis and quantities are limited.

Please be advised that these sale cannot be added to pre-existing orders.

MEMBERSHIP

How do I become a member?

Becoming a member is free and easy.

To create an account, simply click on ‘my account’ on the header menu. If you are using a mobile device, click on the drop down menu to select ‘my account.’

Simply enter your email address and password under registration.

Or click here to register an account.

Who is eligible to purchase on your site?

Only qualified clients over the age of 19 who live in canada are able to purchase marijuana through our site. There are absolutely no exceptions to this rule.

Will I be asked for ID?

We require age verification from all new members and you must be able to provide a government-issued photo id such as a drivers license, passport, or bc id.

Where do I send in my ID?

Please send a photo of your id to our email at [email protected]

Do I need a doctor's prescription to sign up?

To become a member of ganja west, you do not need a doctor’s prescription!

How do I contact you if I need help?

We have email support 24/7 available to you. We will respond within 24 hours. Email our support team at [email protected]

We also have a live chat option available for you to speak to agents right away in the bottom right corner of the window.

Live chat hours are: monday – friday from 8am – 6pm pst

Email responses

Clients can expect a response about any feedback you have within one business day (usually much sooner). We will answer all emails in the sequence they are received so there is no need to send several emails regarding the same subject.

Please contact us on live chat for a quicker response.

Do you offer compassion pricing?

We understand the barriers that can impact your financial well being, and we want to make sure all our members know how much we care. We proudly offer compassionate pricing for our qualifying members!

To qualify for this great program, your account must be manually approved by our team. If you are a new member, please complete the registration process.

Once your account has been approved, you can complete an application and upload the necessary documents in order for us to process your approval. If you are already a member, please upload your documents here and we will adjust your account status. Our existing members will need to make sure the name and email match your existing account details.

Please keep in mind that it may take up to 48 hours for your account to get approved, and discounts do not apply to previous orders or wholesale and does not stack.

Acmpr program
Disabilities program
Military & veteran’s program
Medical care professionals & first responders

ORDERING

How can I order?

Just start adding products to the shop and once you are about to check out, there’s an option to create an account. The account is free. Alternatively, you can send us an email.

How do you package my shipment?

We understand that most people require discretion. So, we use generic bubble mailers to package items. We then vacuum seal and bubble wrap the contents for maximum discretion, protection and to seal in the freshness. There is nothing written on the outside of the envelope that would advertise that you are taking medical marijuana so no nosy neighbors would know it is anything other then a regular package from the post office.

Do you ship medical marijuana outside of Canada?

No. We never do and there are no exceptions to this. We only ship to canadian addresses.

Can I place larger orders than those listed on your site?

No. If you desire a larger quantity than what we have listed, you may want to consider placing multiple orders. Multiple orders are always available for you.

Am I allowed to pick up my order?

No. You cannot directly pick up your order from us. We only can only send your products through mail order at this time.

Is there a minimum order?

We do not have a minimum order, however orders less than $150 will be charged a flat rate of $20 for shipping.

I haven't received my invoice, what do I do?

Double check your email was inputted correctly then check your junk folder.

Can I order for my family or friends?

No, members may not order for their family members or friends. If your family or friend(s) wish to also get products, they need to go through our sign-up process and we will ship to them directly.

We do not allow members to share their accounts.

SHIPPING

How long does shipping take?

It all depends on your location in canada. We send all items via xpresspost. Under normal circumstances your package is expected to be delivered in two to three business days. If you live in a poorly connected rural location, occasionally it may take a day or two longer. Remember these are all estimated time frames as once it is in the couriers hands, sometimes schedule does not go accordingly. There are many things that might affect courier time like covid, weather conditions, and holiday seasons.

I have not received my tracking number.

We will email you your tracking number before its been scanned in at the post office. Until it has been scanned in, your tracking number will not be trackable on the post office’s website.


Please wait till the end of day and your tracking number should appear correctly. If it does not, please email: [email protected]

Please check your email closely. Once your order is shown completed and we have created a tracking number for your order. You will receive an email labeled "Note added to your ganja west order"

Why does my tracking # say electronic shipment received?

We create your tracking number in-house to provide you the most efficient service.

However your tracking number will always update by 7:30pm – 8pm eastern time ontarios that is when we drop off your package at the local post office. There will be times when tracking number will be updated at a later date even though it has gone through the courier system. Please give it some time to update.

Why is my tracking number invalid?

If you’re tracking your package on canada post’s website and it has not updated in some time, it’s most likely due to your package missing a scan, which is fairly common.

It can take up to 24 hours for tracking numbers to be updated with shipping carrier. If after 24 hours and the tracking still does not work, feel free to contact us at [email protected] or use our live chat from 8am pst – 6pm pst.

Status says successfully delivered but I never received it.

Here are 2 likely scenarios:

1. The postal worker put it in the wrong mailbox, or
2. What often happens is that a postal worker will scan in all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering it.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. We will file 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 free of charge (up to $125).


From post office

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.”

My package hasn't arrived yet, what can I do?

If your package does not arrive2 days after the expected shipping carrier stated delivery date, contact us through email

We will then file an trace with shipping carrier in an attempt to locate your package

Once a trace has been filed it may take anywhere up to 5 business days, if the trace is successful the package will be enroute to you. However if the package cannot be located, we will send you a 1x replacement of up to $500.

We cannot issue refunds due to the lateness of the package as that is solely due to shipping carrier and is not within our control.

We are not responsible for lost or stolen packages once shipping carrier marks the tracking “delivered”.

We do not offer postage refunds if your order arrives late due to any postal issues.

My package is going to the wrong destination.

There could be a number of reasons, shipping carrier could have entered the wrong postal code as they see a significant amount of packages everyday

The information you provided us was incorrect, please double check your shipping information and make sure that the information provided is correct.

This may cause a delay in an additional 1-2 business days (note we do not issue refunds if you provide us with the wrong delivery address)

Shipping to Nunavut and Northern Quebec.

Unfortunately, we experience much higher % 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.

The post office safe drop option.

Some customers ask for the safe drop delivery option. Please understand that if we do select this option that we can no longer ensure your product in the event of a loss.

However, we do continue to ensure and cover the “do not safe drop” delivery option.

Please let us know which delivery option you would like and we will be happy to send it the way you would like!

Is signature required?

Signature is not required but we do have the option for you. However if you wish to do so, we are not held liable once your tracking shows “delivered”.

Lost orders

Ganja west assumes no responsibility for lost orders due to:

Wrong address provided by the customer (including typos or auto-correct errors)
Customer change of address / residence
Theft after delivery
Package being rejected upon delivery (by doorman or other)

We no longer use a return address. Packages with incomplete/ incorrect addresses (missing unit #) will be undeliverable by canada post and not returned to us. No refunds or replacements will be given for this mistake.

Please make sure you enter in your correct address.
Contact us immediately for corrections before paying.

Why don't you ship on weekends?

At ganja west, safety and quality are paramount. We do not drop packages off to be shipped from friday to sunday as canada post does not move packages on weekends. We do this to avoid your package sitting in an uncontrolled warehouse over the weekend.

PAYMENT

What payment methods do you accept?

Currently, we accept email transfers & bitcoin.

How do I pay with Bitcoin?

Please visit our how to order and pay

How much is charged in taxes?

Taxes are already included in our prices!

How do I send an e-transfer payment?

Register for online banking with your bank. This can be done online, or if you need assistance call your branch directly.

Locate the e-transfers section in online banking.

Add our email [email protected] along with the total amount shown on the invoice.

We will provide you with a secret word for the transfer, the secret word and instructions will be given once you have checked out.

Please read carefully. Click here for help with email money transfers

What are your shipping charges?

Orders over $150 qualify for free shipping, otherwise shipping charges have a flat rate of $20.00.

What happens after I submit my e-transfer?

Once you have submitted the e-transfer, we have to wait for the e-transfer to arrive to us. Your order will be marked off as “on hold” until the payment clears.

Note: e-transfers are not instant and can take up to 2 days

I made a payment but have not received a confirmation email.

This issue happens quite often. If you send an interact email payment to us, but have no received a confirmation email and your order is still on hold, it can be one of the following.

Give it a few hours, or contact us via live chat. Its possible that your order has not been processed by the ganja west team yet. Any orders placed after 6:00 pm pst will be processed the next day. Or chances are your payment has not made it through. It happens often that we just did not receive. Often time our email is spelled wrong. Please check the spelling of our email, it should be [email protected] if all the above check out, then you must check with your online banking. It can be an issue on your banking end. Weekend ordering are processed on sundays.

What if I don't send payment for my order?

Once an order is made it will be placed on hold until we receive payment, we will keep your order on hold for up to 48 hours. If payment is not made within 48 hours, your order will be cancelled and you will have to place a new order.

If you need more than 48 hours, please don’t hesitate to give us an email so we don’t cancel your order.

Paying with tangerine?

For whatever reason tangerine bank seems to have a different payment process then the rest of the banks we’ve received payments from. The message that tangerine sends to the receiver (us) is that the payment will take 2 to 3 days to process (see attached screenshot)

*for that reason please allow 2-3 days until we receive payment when sending email money transfers from tangerine bank.

REFUNDS & EXCHANGES

Refunds or exchanges

Due to the nature of our business, we do not issue refunds or exchanges. All consumable purchases are final, no refunds or exchanges.

Non-consumable related issues will be looked at case by case basis, we may determine that we will replace a particular product to you or to persons generally. This is strictly at our discretion. We will work with you to address any and all concerns you have so please reach out and provide us with your concerns and reasons, as well as any evidence that you think supports your position.

If you believe that you have a defective product please contact customer support at [email protected] within 48 hours of receiving the product. Please keep all packaging as photos will be required.

Please note that we only issue refunds in the form of points (store credit).

I received an incorrect order

Are you missing an item, or received a wrong product? Please do not hesitate to let us know via:

Chat support on the bottom right
Email at [email protected]
Opening a support ticket right here on the contact page
We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:

*it is very important to follow these steps*

The order number
Details outlining the incorrect order
*please ensure to include photos or a video of the incorrect order*
Vacuum bag must still be attached
Failure to do so will result in your order not being corrected.
Once we have these details, we will do our best to resolve any product issues with you as fast as possible.

We will not be replacing items that were ordered wrong, please verify your cart at the checkout before completing your order.

Please note: you have up to 48 hours to notify us of anything wrong with the order.

Received defective or damaged product?

Did you receive a non-consumable defective or damaged product? Please do not hesitate to let us know via

Chat on the web page
Email at [email protected]
Opening a support ticket right here on the web page
We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:

The order number
The name of the defective product
Details outlining the product issue
*please ensure to include photos or a video of the defective product
Once we have these details, we will do our best to resolve any product issues with you as fast as possible.

That said, we will not replace any product that was damaged during transport by reasons that we cannot control or could not foresee.

We do not replace items that have been damaged by human error, including but not limited to: melting, not storing the items correctly.

Please note: you have up to 48 hours to notify us of anything wrong with the order.

POINTS & REFERRALS

Loyalty points system

Point system are for every 100 points, you get $5 off a future order.
Every $1.00 dollar you spend will equal 1 point.
If you have any questions, click here to read more about our point system.

Why are my points not showing up?

Please contact us at [email protected] with your order details and we’ll take a look.

Note: points are added after payment is received and may take time to appear.

Why can't I use my points at checkout?

Points cannot be combined with any coupons. You must choose to use one or the other.

How do referrals work?

For each friend you invite, we will add $10 to your account that you can use to purchase or get a discount on any product on our site and your friend gets 10% off their first order. Min order $99.

Get started now, by sharing your referral link with your friends and get free money! *minimum purchase of $99 after promo required*

Click here to get your referral link.

PRODUCT INFORMATION

Does your vaporizer contain vitamin-e?

All our vape pens are free from vitamin e acetate. Click here to shop vape pens.

My shatter or budder turning into wax. Now what?

Please be advised that due to circumstances that are out of our control, such as summer heat, humidity and even time. There is always a risk that the shatter you ordered could turn to wax or budder by the time you receive it.

Unfortunately, shatter turning to wax budder is not uncommon when exposed to heat but it does not make your shatter any less safe or any less potent in any way whatsoever. In fact, the terpenes and aromatics will be more present if this happens and the flavor will actually be increased.

We do not offer any reimbursement or refunds if your shatter turns to budder or wax.

Warm weather edibles & concentrates

We keep all our edibles and concentrates refrigerated, during the warmer seasons there’s a chance your products will melt or separate during shipping, order at your own risk. Melted or partially melted edibles will not effect potency but can be harder to dose accurately. We suggest storing edibles and concentrates in the fridge, safely away from children and pets during warmer months.