Shipping & Returns

Important To Consider

RETURN REQUEST

Please fill out a return request form here.

IMPORTANT INFO ABOUT PARCEL DELIVERY ISSUES

All orders with a total paid amount of $100 CAD or more will be shipped with a signature required to ensure the parcel is insured by our shipping carrier if a problem arises with the order. White Cross E-store cannot be held liable for any orders that have been marked as delivered with proof of receipt with a signature Please reach out to us if you would like to discuss further with our management team.

IMPORTANT INFO ABOUT FREE SHIPPING EXCLUSIONS

Please note, all orders that are 3kg or more are subject to shipping cost regardless of the value of the order and locations shipped. The cost varies depending on the remoteness of your location. Please give us a call if you would like to discuss further or need any additional information.

During a Canada Post service interruption or strike, we may temporarily ship orders using alternate carriers such as UPS Standard or Purolator Express to avoid delays. When these substitutions occur, Free Shipping Thresholds and other promotional rate rules may not apply to those alternate methods. Rates for Purolator Express, UPS Standard, and any strike-related alternative carriers are calculated dynamically at checkout based on parcel weight, destination, and carrier fees.

Purolator Express and UPS Standard shipping methods are premium services that are excluded from all Free Shipping Thresholds and promotional shipping offers.

IMPORTANT INFO ABOUT PO BOXES, DROPSHIPPING & INTL FORWARDING

Please note, we DO NOT ship to PO boxes, storage facilities or 3rd-party distribution/mail service locations/ 3rd part customers (eg. Dymon Storage, UPS, Purolator, International forwarding companies etc.) in general, unless there is no other option for parcel delivery. We also do not wish to act as a drop shipper without prior communication with our management team. Please contact us via phone or email if you would like to discuss alternative arrangements.

All orders with a total paid amount of $100 CAD may be shipped with a signature required. This ensures the parcel is insured by our shipping carrier if a problem arises with the order. White Cross E‑store cannot be held liable for any orders marked as delivered with proof of receipt including a signature. Please contact us if you’d like to discuss with our Customer Service team.

Orders ≥ 3 kg may require a mandatory shipping cost determined by destination remoteness. Call us if you need more details.

For Canadian Customers

Shipping

Effective November 1, 2025

Shipping fees start at $8.00 plus taxes and vary depending on region, location, and total package weight. For the most accurate estimate, please use our Rate Calculator and enter your postal code in our Shipping & Returns page

Please note that not all orders over $85 qualify for free shipping.

Orders over 0.756 kg in total weight will receive a discounted rate instead of free shipping, even if the order subtotal (before taxes) exceeds $85.
Orders with a subtotal of $85.00 or less will be charged the regular shipping rate, based on weight and destination.

If your order exceeds the weight threshold, a discounted shipping rate will automatically appear at checkout.

Order Processing & Shipping Times

All orders require 1–3 business days (excluding weekends and statutory holidays) for processing, which includes assembling, packing, and preparing your order for shipment — unless otherwise noted on the product page.

Estimated shipping times shown at checkout are calculated from the date the package leaves our facility in Ottawa, Ontario — that is, when it is picked up by our shipping partner, not when the order is being packed or processed.
We use Canada Post as our primary shipping partner for all Canadian deliveries. Shipping times may vary depending on the destination region and local delivery conditions.

SPECIAL NOTE

For all orders containing special order items (marked “Shipping in 5–7 business days”), processing and shipping times will begin once the product is received from our supplier.

Location	Estimate Time
Newfoundland	5-7 business days
Nova Scotia	5-7 business days
New Brunswick	5-7 business days
Ontario	1-2 business days
Quebec	1-4 business days
Manitoba	4-6 business days
Saskatchewan	4-6 business days
Alberta	4-7 business days
British Columbia	5-7 business days

Please note that these are estimated times and may vary depending on weather, logistics and circumstances beyond our control. (ie: workers strike or company lockout). We will not issue ANY refunds for late arrivals.

For United States Customers

For All U.S. Orders

Effective November 25, 2025, all orders shipped to the United States will use Carrier-Calculated Rates based on the destination and total package weight.

Duties and taxes will be calculated and prepaid at checkout prior to shipping. All U.S. shipments will be sent via Tracked Packet — handled by Canada Post within Canada and transferred to USPS for final delivery. A tracking number will be provided for every order.

Please note: Free shipping is no longer available on U.S. orders, regardless of the purchase amount.

For United Kingdom Customers

Shipped by weight; Starting at: $35.12

UK orders below $85 CAD are subject to a $35.12 shipping fee. Orders of $85 CAD or more will see shipping fees confirmed during checkout, based on cart contents and delivery address.

UK orders are shipped via Canada Post small packet, which does not include a tracking number. If you would like to receive a tracking number, please select Tracked Packet Air or XpressPost USA as your preferred shipment method.

Important Info

1. Please note that White Cross Dispensary is not the manufacturer of the item(s) we sell.

If you have a performance and /or a warranty issue, or a general complaint in regards to the item(s) in question, please contact the manufacturer at the number listed on the packaging of the item(s).

2. The registered delivery date by our shipping partner to the noted delivery address on your invoice in our return and damaged/wrongly shipped policies will be calculated from our Shipping partner’s website tracking system.

The registered date of the delivery on the tracking system of our shipping partner will be the start date taken for calculation. This date will not be subject to interpretation.

3. Whether the reason for a return is due to our error or the customers error/choice, it is the responsibility of the customer to print the label provided by us or purchase their own return label, package and drop off the parcel at any Canada Post location.

White Cross Dispensary is not responsible to provide you with a printed return label nor provide you with a box to return to us the goods that are either damaged or wrongly shipped. We will only provide a PDF label for you to print and affix to the box if we are paying to return the shipment to us.

4. Please be aware that for regular retail customers that we do not ship to any storage facilities or 3rd-party distribution/mail service locations (eg. Dymon Storage, UPS, Purolator, International forwarding companies etc.) drop off locations. We require that your address be a business or residential address that is verified with Canada Post.

5. Keep in mind that all orders must have the same Billing and Shipping address for us to be able to fulfill the order. If the Billing and Shipping address does not match please reach out to us to give an explanation as to why you need this exception. We reserve the right to refuse the exception if the parameters do not meet our internal policies. If you do not reach out to us within 24-48 hours we will try contacting you via email or phone. If there is no answer we will automatically cancel the order and move onto providing an order level refund (all refunds take between 5-7 business days to go back on the original form of payment).

6. All orders with a total paid amount of $100 CAD or more will be shipped with a signature required to ensure the parcel is insured by our shipping carrier if a problem arises with the order. The White Cross E-store cannot be held liable for any orders that have been marked as delivered with proof of receipt with a signature Please reach out to us if you would like to discuss further with our management team.

7. All orders, no matter the location that are 3kg and more are subject to a mandatory shipping cost. The cost varies depending on the remoteness of your location. Please give us a call if you would like to discuss further or need any additional information.

8. **SIGVARIS SHIPPING DISCLAIMER**

Please be advised that orders for this product will be processed within 5-7 business days within you placing your order. Please give us a call at 613-233-4029 Option #5 if you want to discuss alternative arrangements.

9. International orders - For orders shipped outside of Canada, please be aware that items may incur additional charges, including customs duties, import taxes, processing fees, or other import-related fees. These charges are the buyer's responsibility and are payable upon delivery, as applicable. For additional details, please consult our Shipping page or contact your local customs office.

10. Please note that international prices, including shipping fees, may fluctuate due to economic trends such as changes in currency exchange rates, inflation, or other market factors. These adjustments are reflected at checkout to ensure accurate pricing.

Cancellations

If you need to cancel your order, after you’ve placed it, we will do our best to accommodate your request. Order cancellation is time sensitive. Once your order has been prepared and is ready for pick up by our shipping partner, we will NOT be able to process your request to cancel.

If we are unable to fulfil your request due to time sensitivity, you can always elect to request a Return Merchandise Authorization (RMA) number for you to return the product(s) once you received the package. Please note that we will NOT refund you the shipping charges that were paid to ship you the goods. We will only refund you the amount of the product(s) excluding shipping charges. Return shipping fees to return the product(s) to us will be at your own expense.

To cancel an order, please send us an email to estore@whitecrossdispensary.com with the following information in the subject line:

CANCELLATION REQUEST- Order #(*******)

Returns

Returns must be requested within 30 days of the registered delivery date by our shipping partner to the noted delivery address on your invoice. Return request beyond this 30 day period will not be eligible for a return / refund.

To request a return for item(s) please complete the Return Request here. Please indicate which item(s) you would like to return and the reason for your return in your submission.

Please note that the following criteria’s must be met:
1) Must have Order Number listed on order invoice.
2) Item(s) must be unopened, undamaged, in its original packaging and in a saleable state.

Return Policy

General return considerations:

Please note that we are NOT responsible for the return shipping cost back to us as well as the return label. Refunds will be provided once we received the item(s) and have established the item(s) meet the criteria listed above, we will initiate a refund to the original form of payment. Once processed, you will receive the refund within 5 to 7 business days (depending on your payment institution, this may be longer). Shipping costs are nonrefundable.

If the item(s) returned to us do not meet these criterias, the item(s) will be returned to the sender at their own expense.

Opened or used products, or any item(s) marked as non-refundable / Final Sale are NOT eligible for any Returns / Refund. We are not able to accept any returns from US locations.

Manfacturer considerations:

If you have a performance and/or a warranty issue, or a general complaint in regard to the item(s) in question, please contact the manufacturer directly at the number listed on the packaging of the item(s) as they do want to hear from you to collect all information in regard to the issue.

Item(s) in the following categories are NOT eligible for returns

Compression Stockings
Feminine Hygiene
Family Planning
Support & Braces
Clearance Items

Delivery Refusal

If you choose to refuse your parcel upon delivery (ie. delivery driver attempts to deliver and you do not accept the parcel), we will charge a 20% re-stocking fee.

Damaged Products

If you received damaged item (s) or wrongly shipped item(s) by us, you can request a Return Merchandise Authorization number from us within 5 days of the registered delivery date by our shipping partner to the noted delivery address on your invoice.

Return request beyond this 5 day period for damaged or wrongly shipped item(s) will not be eligible for a return / refund. Return shipments for these return request and replacement item(s) will be at NO COST to the purchaser unless they are reasonable circumstances why this cannot be done.

If the item(s) received was damaged at the time of the opening of your packaged, please take a photo of the said item(s) and shipment box and send it to us along with your request for a replacement to estore@whitecrossdispensary.com with following in the subject line:

DAMAGED- Order #(*******)

Wrongly Shipped Orders

If the item(s) received was the incorrect item(s) (wrongly shipped by us), please send us an email at estore@whitecrossdispensary.com with the subject line:

WRONGLY SHIPPED- Order #(********).

Please indicate to us the bar code of the product you received in your email. We will then send you a paid return label to send us the wrongly shipped item(s) back to us.

Next steps:

Given that the wrong item(s) were shipped, we can provide a refund or send out a new package.
We will respond to your correspondence to go over the return expectations and refund/re-ship your order.
Please keep in mind that due to inventory fluctuations, the item may not be in stock, therefore a refund may be the only solution.

NOTE: We must receive the original item(s) before we can ship the new one.

Clearance Items

We do not offer refunds on clearance items. All orders of clearance items are final sale.

Our Fulfillment Process:

RECEIVE
We have received your order and our e-commerce team is getting prepared to process the order items.
PROCESS
Your order goes through a quality checkpoint by the shipping team who packages your order.
SHIP
A shipping team member organizes your order to be picked up and shipped out to you!

Important To Consider

RECEIVE

PROCESS

SHIP