Help Topics

FAQ

General

How do I become a member?

Becoming a member with us is easy! Just follow these two steps.

  1. Create a profile by clicking on “My Account OR ” at the top of the page.
  2. Enter your shipping address.

*Please note that we will need to verify your account once you’ve completed the signup process. This will take up to 24hours.

Do I have to pay taxes?

As of October 2018, Cannabis has been legalized in Canada, therefore we do need to pay taxes on the sales of cannabis. The amount of taxes you pay will depend on which province you live in.

Is there a minimum order?

We have a minimum order of $75.00, we have no maximum.

What is the best way to reach out and get help with my order?

Please don’t hesitate to reach out to us via email at hkeyservices@outlook.com. Currently this is our only method of contact. Be sure to tune in as we will be adding customer service options on Instagram, Reddit, Discord, and Telegram.

When will my order ship?

Your order will be processed and shipped 1-2 business days after PAYMENT HAS BEEN RECEIVED. Please note that if your order falls on a long weekend or holiday, your order will be shipped the following business day.

How can I change my order?

You can change your order by reaching out to us at hkeyservices@outlook.com, a member of our customer service team will be more than happy to help you.

What are your working hours?

Our team is in office Monday-Friday between 9am-6pm. There are the odd times where we do have a staff member in the office on the weekends, but it is not a regular schedule.

Do I require a medical card?

Part of what makes us special is that we do not require a medical card for purchasing with us. You do however need to be over 19 years old.

What is your return policy?

Due to the nature of the products we sell, we cannot take returns. We can however, issue store credits, future discounts, and ship out new replacement products.

Payment

Which payment methods are accepted?

We currently accept 3 methods of payment. Interac E-Transfer, PayPal, and Debit/Credit payments.

How do I send an e-transfer?

We’ve created a comprehensive guide on how to send an E-transfer at the link below. If you still need help, please reach out to our team at hkeyservices@outlook.com

LINK HERE

How do I sent a paypal payment?

We’ve created a comprehensive guide on how to send a PayPal payment at the link below. If you still need help, please reach out to our team at hkeyservices@outlook.com

LINK HERE

How do I pay using credit/debit?

Once you’ve placed your order and selected credit/debit as an option, we will send you a private invoice with a secure link to make your payment. Your payment will be secure and your information will not be saved. Please allow up to 24 hours to receive your invoice.

I’ve sent payment, now what?

Once you’ve sent you payment, you can sit back and relax. When you receive an email from us that says your order is now “processing” it means that we have successfully received your payment. You can now rest assured that your order is being processed and will be shipped out within 1-2 business days.

Delivery

Where do you deliver?

We are proud to serve all of Canada nationwide. Please note however, in rural areas, such as the Territories, and Northern Quebec, we have had instances of courier theft, and as such if you are ordering from these areas, we cannot guarantee the safety of your package. The High Keys will not be responsible for orders that are lost or damaged in these areas.

Please note that delivery times to rural areas have been known to take longer, unfortunately this is out of our control, and we can only control the time it takes to process and ship from our facility in Vancouver, BC.

How long will my order take to arrive?

All order are processed within 24-hours. Thereafter your package will arrive approximately 2-3 days after your payment is received. Your tracking number will be emailed to you once your order has been processed. You can track it from there!

Please note that delivery times to rural areas have been known to take longer, unfortunately this is out of our control, and we can only control the time it takes to process and ship from our facility in Vancouver, BC.

What are the shipping costs?

For orders less than $125.00, we charge a $20.00 flat shipping fee. This ensures your order is shipped via XpressPost with Canada Post, guaranteed by Canada Post to deliver to non-territory provinces within 2-3 business days.

How are my items packaged?

It is our highest priority to ensure that your order is packaged in a way to ensure safe and discreet delivery. We have done extensive research in order to give you the best way of getting your medication without the risk of theft or exposure to the contents inside. Our packages are 100% smell proof, double vacuum sealed and placed in a hard box. The hard box is then placed into a mailer bag and shipped. All orders will come with tracking information.

Help! My order did not arrive.

Sorry to hear that your order did not arrive, or is still currently delayed. If this is the case, please send an email to our team and we can help you. We will open up a ticket with Canada Post to see what has happened with your package. We will try our best to recover the package and get it sent to you as fast as possible.

The High Keys

Online support available:

Mon-Fri 10.00 AM - 10.00 PM

Sat-Sun 10.00 AM - 9.00 PM

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