Shipping & Returns

Shipping

FREE SHIPPING EXCLUSIONS:

Please Note, All orders that are 3kg and 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.

IMPORTANT INFO ABOUT PO BOXES & INTL FORWARDING

Please note, we DO NOT ship to PO boxes as well as any storage facilities or 3rd-party distribution/mail service locations (eg. Dymon Storage, UPS, Purolator, International forwarding companies etc.) in general, unless there is no other option for parcel delivery. Please contact us via phone or email if you would like to discuss alternative arrangements.

IMPORTANT INFO ABOUT SHIPPING ORDERS OVER 100$

All orders with a total paid amount of $100 CAD or more will be shipped with a signature required. Please reach out to us via Phone or email if you would like to discuss alternative arrangements.

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!

For Canadian Customers

Shipping is calculated by weight during check out using Canada Post delivery

Shipping-Processing Time

All orders require 1-3 business days (this excludes weekends and statutory holidays) of processing time to be assembled, packed and prepared for shipping, unless otherwise noted on the product’s page you have ordered.

*Please note that the estimated shipping times indicated below are calculated based on the date the package leaves our shipping location, in the city of Ottawa, Ontario, ie, picked up by our shipping partner at our location. Not when the order is packed and processed by us.

- We use Canada Post as our primary shipping partner for all Canadian shipments. Shipping times may vary dependent on the region of the delivery address.

- Customers are reponsible for a re-ship fee if the error was the fault of the customer. Eg. incorrect address input.

Re-ship fee: $15

Location	Estimate Time
Canada-Atlantic (Newfoundland, New Brunswick, PEI, Nova Scotia) *shipped by Weight, starting at $18.99	3-5 business days
Canada East (Quebec, Ontario) *shipped by weight, starting at $9.29	2-3 business days
Canada Central (Manitoba, Saskatchewan) *shipped by weight, starting at $13.00	3-5 business days
Canada West (Alberta, British Columbia) *shipped by weight, starting at $14.50	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

Shipped by weight; Starting at: $22.99

US orders are subject to shipping fees starting at $22.99 CAD. These shipping rates will be confirmed during checkout, based on cart contents and delivery address.

US 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.

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.

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.

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 send us an email to estore@whitecrossdispensary.com with the following information in the subject line, RETURN REQUEST- Order #(*********). Please indicate which item(s) you would like to return and the reason for your return in your email.

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

Once the return is approved, we will send you a Return Merchandise Authorization number (RMA) via email. This number must be affixed to the shipping label as well as inside the shipping box indicated on a copy of your order receipt. If we received item(s) without a prior RMA number, we will not be able to issue any refund and the said item(s) will be returned to the sender at their own expenses.

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.

RECEIVE

PROCESS

SHIP

Shipping is calculated by weight during check out using Canada Post delivery