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        General FAQs

        General FAQs

        Our shoppers' most frequently asked ordering, payment, shipping, and delivery questions.

        16 articles

        It’s that time of year again! While we’re working extremely hard around the clock, we’re also taking some days off to spend with our family and loved ones during the holidays. 💙

        Ordering.

        Our sign-up process is magically simple. ✨

        There are currently two ways you can sign up for a My Supply Co. account:

        1. Sign up through our “Menu” tab

        2. Sign up through the shopping cart checkout page

        At My Supply Co. company, we believe in sustainable and responsible production practices, which is why we create our products in small batches.

        While this ensures quality and freshness, it can also mean that our products go out of stock quickly. But don’t worry – while we understand this can be disappointing, we offer the option of placing a backorder on our in-house products to ensure that you can still get the items you want, while also supporting our commitment to sustainability.

        At My Supply Co., we believe in rewarding our customers for their loyalty. That’s why we created the My Rewards program—a free rewards program that lets you earn points on all your purchases and redeem those points for exciting rewards.

        If you’re a member of our My Rewards program, you may have some questions about how to redeem your points. In this article, we’ll explain everything you need to know about our rewards program and how to redeem your points.

        Signing up is essential for helping you track your order, providing you proper customer service, and improving your overall shopping experience.

        Signing up at My Supply Co. is quick and painless. Enter your name, email, and a password—and you’re ready to shop our collection of consciously curated cannabis.

        Start your journey to optimal health and happiness today by exploring our evolving collection of advanced health and well-being supplements at MySupplyCo.com. Inspired by nature, informed by tradition, backed by science.

        We love serving you — nothing makes us happier than helping you live the best version of your life.

        But until A.I.-enabled robots takes over, our people need rest. Here are the hours you can expect from our customer support and operations teams.

        • Our customer service is generally available via live chat between 10:00am and 7:00pm PST. That isn’t to say we don’t make exceptions; if your issue is urgent, we’ll be on it immediately — even outside regular hours.

        • Our operations and shipping hours are between 9:30am and 5:00pm PST Monday to Friday (except holidays).

        Five benefits to ordering cannabis and magic mushrooms with MySupplyCo.com

        1. Prices are cheaper at My Supply Co. than any government dispensary. In most cases, our prices are significantly cheaper.

        2. The quality of our cannabis products is better than any government dispensary. Our team has been working in the industry with craft growers for over 20 years. Today, quality is no longer defined by merely price points or distribution channels. Quality today means being authentic, being different, being functional, being beautiful, and being sensibly priced, even to the wealthy. Quality and beautiful products are at the heart of our business.

        3. We take pride in the trust of our customers, and excellent customer service. We will never let our customers down. You can trust My Supply Co. to take care of you, from no-hassle returns to the timely responses of our Happiness Specialists – our in-house team of cannabis and conscious commerce experts.

        4. We offer unparalleled shipping options. We offer same-day delivery within Vancouver, BC and Xpress Post shipping for the rest of Canada.

        5. We practice the highest discretion with our shipments to ensure the safety of our customers and their personal information. Our packages are completely unmarked, and our receipts have no personally identifiable information (e.g. name, email, phone number, address, etc.).

        Shipping and Delivery.

        Canada Post’s own website states that they allow cannabis deliveries, regardless of origin within Canada. The exception would be if the odour-proof seal was damaged by their handlers, or if the sender didn’t offer the necessary discretion. You can refer to Canada Post’s guidelines here.

        We make sure our packages are 100% anonymous, discreet, and comply with all shipping requirements when they leave our warehouse. And while it’s rare that a package will get damaged when it’s handled by the courier, but it does occasionally happen.

        Your package will be shipped in the most discreet, generic, vacuum-sealed packaging you can imagine. This precaution maintains your privacy and contains no indicator of your package’s contents.

        We understand that tracking your package is an essential part of your online shopping experience. That’s why, regardless of the shipping method you select at checkout, you’ll receive order and tracking updates via email every step of the way.

        We offer two shipping methods:

        • Expedited (1 – 8 days)

        • Xpresspost (1 – 4 days)

        In this article, we’ll guide you through when to expect your tracking number and how to track your order.

        If you have completed your payment but have not received your tracking information:

        Here’s what to expect after placing your order:

        For credit card payments:

        1. You will receive a payment confirmation email within a few minutes containing your order details. At this point, your order status is “Processing.”

        2. We will then pack your order as soon as possible and drop it off at Canada Post. At this point, your order status is “Complete.”

        3. Once Canada Post processes your package, you’ll receive an email with your tracking information. It typically takes Canada Post up to 1 business day to process your order, depending on when it was placed. Refer to the Canada Post cut-off periods here.

        You can check your order status here.

        If your package is late or hasn’t arrived yet, there’s no need to worry.

        Before getting into the details, we’ll start by saying: Don’t contact Canada Post directly. Start by contacting us via live chat, and we’ll follow up with Canada Post to track down your package.

        Once you contact us, one of our Happiness Specialist will immediately drop and do some pushups (to get that pump in) before leaping up to take action and remedy the situation. This will involve us taking every action available through Canada Post to locate and ship your package. This may take around 5 business days to complete the search process, and a few days once found to ship.

        If Canada post has confiscated your package, you can relax — there’s absolutely nothing to worry about.

        2 reasons why:

        1. Don’t stress about having to make a new order and spend more than you thought you were. We’ll replace your order for you, so you can breathe easy. 😄

        2. Purchasing and consuming cannabis in Canada is 100% legal, and Canada Post’s website states that they allow cannabis deliveries. The exception would be if the odor-proof seal was damaged by their handlers, or if the sender didn’t offer the necessary discretion. You can refer to Canada Post’s guidelines here.

        With that in mind, we make sure our packages are 100% anonymous, discreet, and comply with all shipping requirements when they leave our warehouse. It’s also rare that a package will get damaged when it’s handled by the courier, but it does occasionally happen.

        Don’t contact Canada Post directly.

        It’s likely that the postal employee has placed it in the wrong mailbox, or they have scanned in all of their packages as “delivered” before actually doing so. If you have not received the shipment 24 hours after receiving the “delivered” notification, contact us via email or live chat and we will exhaust every option available with the post office.

        If it’s unrecoverable, our Happiness Specialists will send you a replacement free of charge. 🤗

        At My Supply Co., we are dedicated to ensuring you get your order as quickly as possible, and that you’re fully up-to-date on its status at every step. If you’ve yet to receive your tracking information, you can rest assured it will be processed as soon as possible.

        In this article, you will learn about what to expect after paying for Xpresspost shipping, including when you will receive your tracking information.

        Unfortunately, due to border restrictions and the content of our packages, we currently only ship within Canada. However, we remain optimistic for the future!

        Thank you for your understanding as we navigate these restrictions.

        While a “Delivery exception” tracking update from Canada Post might sound concerning, it is a common and typically harmless status update. In this article, we provide you with details about different Canada Post delivery exception statuses and the steps we take to resolve them efficiently.

        We offer two shipping methods through Canada Post:

        Shipping rates are calculated automatically based on the size of your order (dimensions, weight) through our courier’s system. This way we ensure you are getting the absolute lowest shipping rate possible for your order.

        We do not make any money off of shipping your order. We often take some loss to ensure you get the best rate possible.

        Any orders that net over $150 automatically get Free Expedited Delivery (1 – 8 days).

        Below you’ll find the average shipping time by distance and average shipping cost by province.

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