Frequently Asked Questions
Have questions about shopping with us? We've got you covered! Below are answers to some common questions about our products, services, and online ordering experience. If you need more help, feel free to reach out.
How can I place an order online?
Placing an order online is simple. Just browse our product catalog, add your favorites to the cart, and proceed to checkout. Once your order is confirmed, you'll receive a notification with pickup instructions. When arriving at the store, please have the card you paid with and you're matching identification ready for your budtender.
For Delivery Orders, please ensure you are logged into your account and provide a valid payment option and delivery address.
Can I reserve products online and pick them up later?
Absolutely! We offer convenient online reservations. Select the products you want, choose a pickup time that works for you, and complete your order. We'll have it ready when you arrive.
How do I know what's in stock?
Our online menu is updated in real-time to reflect our current inventory. If a product is sold out, it will be clearly marked or removed from the selection.
What if I’m new to cannabis and unsure what to buy?
No worries! Whether you shop online or in-store, our expert team is happy to assist you. You can check our product descriptions for detailed information or contact us for personalized recommendations.
Do you offer promotions or loyalty rewards?
Yes, we regularly run special deals and offer discounts on selected products. Be sure to check the Promotions section on our website
How do I know which product is right for me?
Our knowledgeable staff is here to guide you based on your experience level, preferences, and desired effects. We encourage open questions so you can find the best product for your needs.
What is your return policy?
At The Cannabis Guys, we are committed to providing our customers with the highest quality products and services. We understand that sometimes a product may be defective or lacking your expectations on quality. Our return policy is designed to be fair, straightforward, and AGCO compliant, ensuring your satisfaction with every purchase.
Eligibility for Returns:
To be eligible for a return, please ensure that:
- The item was purchased within the last 30 days.
The item is in its original condition, with packaging intact.
You have the receipt or proof of purchase with our TCG Rewards Account.
A TCG Rewards Account ensures you have Proof of Purchase every time you make a sale at The Cannabis Guys.
Non-Returnable Items:
Certain items are not eligible for return, including:
- Complaints about the quality of the product: While we work hard to ensure our selection is high quality and robust, we can’t ensure everything you smoke is going to hit the mark. If you want to avoid these problems, we suggest looking deeper into the terpene profile, package date, strain, and company, to ensure you are getting something you are confident in paying for.
- If you are unsatisfied with a product, the company’s phone number or email should be listed on the back of a package
Gift cards
- Items without packaging, reciept, or proof of purchase
- Items marked as "final sale"
Return Process:
To initiate a return, please follow these steps:
-Prepare your package: Please prepare your item with its original package, as well as proof of purchase. (You don’t need proof if you have a TCG Rewards Account).
- Approach your local Budtender: With your package in hand, approach your local budtender. Have your concerns ready to be addressed, and your reasoning and POP probed.
- Process your Refund: If your product is accepted as returnable, we can process your refund on the spot.
Refunds:
- Once your return is received and accepted, please wait 3-5 buisiness days for the return to process to your account.
Exchanges
If you need to exchange an accesory item for a different size, color, or model, please come into The Cannabis Guys and talk to a budtender. Exchanges are subject to product availability.
- If you need to exchange a cannabis item because it wasn’t the correct size or type, please come into The Cannabis Guys and talk to a budtender. Exchanges are subject to product availability.
- Damaged or Defective Items
If you receive a damaged or defective item, please come into the dispensary or call us immediately. We will arrange for a replacement or refund at no additional cost to you.
Contact Information:
For any questions or concerns regarding your return, please contact our customer service team:
Email: hello@thecannabisguys.ca
Phone: Goderich (519)612-2300, Brampton (905)451-9500, Listowel (519)418-9500
Hours: Monday to Friday, 9 AM - 5 PM
Thank you for choosing The Cannabis Guys. We value your business and are here to assist you with any return needs.
