FAQ

FREQUENTLY ASKED QUESTIONS

General

Not at all. While we do have personal experience with certain medical conditions more so than others, we can only offer information to the best of our current knowledge or point you in the right direction to help you on your journey.

• THERALIFE DOES NOT OFFER OFFICIAL MEDICAL ADVICE. ANY INFORMATION ACCESSED THROUGH THE SITE AND SERVICES, OR WITHIN ANY OF THERALIFE’S SOCIAL MEDIA PAGES OR CHANNELS IS FOR INFORMATIONAL AND EDUCATIONAL PURPOSES ONLY, IT IS NOT INTENDED TO BE A SUBSITUTE FOR MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT, AND IS NOT INTENDED TO COVER ALL POSSIBLE USES, DIRECTIONS, PRECAUTIONS, OR ADVERSE EFFECTS. SUCH INFORMATION INCLUDES, WITHOUT LIMITATION, THIRD-PARTY MATERIALS. THE INFORMATION ON THE SITE AND SERVICES AND PROVIDED VIA THERALIFE’S SOCIAL MEDIA PAGES AND CHANNELS SHOULD NOT BE USED FOR THE DIAGNOSIS OR TREATMENT OF ANY MEDICAL CONDITION. ALWAYS CONSULT YOUR DOCTOR OR OTHER QUALIFIED HEALTH CARE PROVIDER IF YOU HAVE ANY QUESTIONS ABOUT A MEDICAL CONDITION. NEVER DISREGARD PROFESSIONAL MEDICAL ADVICE OR DELAY IN SEEKING IT BECAUSE OF SOMETHING YOU HAVE READ ON THE SITE, SERVICES, OR ON THERALIFE’S SOCIAL MEDIA PAGES AND CHANNELS.

The ideals and standards we uphold on pure, natural, holistic and local products are what make us unique. We source products that are medicinal grade, natural, organic, lab tested, local and only what we ourselves use or ingest.

Having backgrounds in the pharmaceutical, naturopathic, homeopathic, and beauty industry allows us to make educated choices on products that are going to be the most pure and trusted.

There are too many chemicals and toxins in a plethora of daily products we all use. With us, we want to be the alternative. So we have compiled only the best of the best! Plus, we love local!

Only Canadian residents of at least 19 years of age can qualify for membership and place orders.

To Register you may click the Join Now button located on the top menu bar. Once you have submitted your application you will receive an automated Welcome email with further instructions.

Once we have received a picture of your government issued photo ID a member of our Customer Care Team will approve your application and you have instant access to your personal account.

Providing TheraLife with confirmation of proof that you are 19+ is one of the only two major necessary requirements to become a member.

This is for security reasons so that we can safeguard against selling to minors. Even though TheraLife is currently operating without federal approval we do believe in rules, regulations, and policies. This includes protecting minors from having access to Cannabis (medical or otherwise).

Once you have submitted your application, you will receive an automated ‘Welcome’ email which will kindly instruct you to finalize your membership by attaching a photo of your Government issued ID to the same email.

You may do this by adding the picture as an attachment or directly into the email text. Once we have verified your age a member of our Customer Care Team will activate your account.

Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.

We implement a variety of security measures when a user places an order to maintain the safety of your personal information.

All transactions are processed through a gateway provider and are not stored or processed on our servers.

No, unfortunately we do not have a contact number at this time. Our Customer Care Team is available by email Monday to Friday, 9am PST – 5pm PST with limited coverage over the evenings and weekends.

We are looking into phone services in the future as we understand that many members are not computer savvy and may require further assistance. At this time we cannot accommodate this. Our apologies, but we will do our best to help you!

Orders and Payments

We’re one of 100+ dispensaries in Canada that are NOT operating under the federally-approved medical marijuana system.

To qualify under the federal system, you’ll need to get a doctor’s approval and Health Canada’s permission to purchase from one of the 50+ licensed producers, or purchase adult-use recreational cannabis from your provincial body through the Liquor Distribution Board. If you live in BC or Ontario you have the ability to purchase from private retailers. For more info visit:

https://cannabis.gov.bc.ca/

https://www.canada.ca/en/health-canada/services/drugs-medication/cannabis.html

We comply with many regulations like a licensed retailer but for the time being we are not operating under the federal model.

Essentially, purchasing your cannabis for personal use via mail order is safe and discreet. That being said, there is still a small risk on both ends as we are not working with any federal approval.

Please note that companies have been shipping cannabis via mail order since the late 80’s and there are larger risks that we each make everyday.

Statistically, operating a vehicle each day is riskier than ordering your clean, safe, medical cannabis online. Food for thought.

Please log into your member account and select your products by clicking on the buttons for any items you want to buy. They will be saved to the shopping cart.

Once you have finished shopping, simply checkout by clicking on the shopping cart button at the top right corner of the screen to complete placing your order. Please note we do have a $85 order minimum.

Once your order has been received and is ready to be processed, you will receive an invoice by email complete with payment instructions. Please follow the payment instructions and read them fully. Failure to follow payment instructions may cause delays in your order.

VERY IMPORTANT! Please do not include any reference to Cannabis or Theralife. This is for your safety as well as ours. Any e-transfers that do not comply with this will not be accepted or cancelled from our end.

We currently accept Online e-transfers.

Payment instructions will be emailed to you upon placing an order. Please read the instructions fully.

VERY IMPORTANT: Please do not include any reference in the name of recipient or notes regarding Cannabis or Theralife. This is for your safety as well as ours. Any e-transfers that do not comply with this will not be accepted or cancelled from our end.

If for some reason your order needs to have something refunded we will offer a store credit. This policy is non-negotiable.

If you are not familiar with sending Interac e-transfers here is a link to help you. https://theralife.co/e-transfer/

Yes. We use a software that adds tax depending on your geographical location.

Our organization follows all CRA/GST rules and regulations as well as complies with all Labour Board Standards as well.

What’s that old saying “the only things in life that are 100% guaranteed are death and taxes”. Never in that order though. =)

It depends if your order has already been processed for shipping.

You can always check with us, but it’s recommended you place your order for exactly what you want.

If you mess up on an order you can always ask to have it cancelled and resubmit a different order. Please let us know if you do so and we will take care of it for you.

Please be aware that if you were using a coupon code they cannot be used more than once so you will have to contact Customer Care to have them help you.

If you contact us within the time frame of a sale with coupon code issues we will always honour the sale price even if we are not able to reply right away.

Please also note that orders older than 48 hours that have not received payment will automatically be deleted and all coupon codes used may not be retrievable.

We sure do!

There is a 10% discount for anyone placing their first order.

Just type in NEWMEMBER10 into the coupon code box on the payment screen before submitting your order.

We also offer a 10% Military discount for all those seeking discreet services just like the rest of us.

From time to time we will throw sales and will let our members know of these via social media and website banners. Just so you don’t miss out! If you have unsubscribed to these email in the past you may not be aware of these sales.

We unfortunately at this time cannot accept any returns of any kind. All sales are final.

We are dedicated to customer satisfaction and understand that this industry can vary from province to province, as well as person to person in regards to degrees of quality, expectation, and overall satisfaction.

If there is a product that you are not satisfied with please contact our Customer Care Team and they will help as best they can to find a solution that is acceptable for both parties on a case by case basis.

We have certain products that are subject to melting if exposed to heat. These particular products will be have clear indications of such on the product page. We DO NOT replace melted products for any reason.

We relinquish our responsibility for any products that are damaged or melted upon arrival. We do offer cold packs for a small price if you are worried about any products melting during warmer months.

*For any manufactured products like Vape Pens we have a 5-day policy upon arrival for any damage claims that our Customer Care Team can help you with.

*For any orders that have an item accidentally missing or if you were shipped the wrong item we will need to be contacted within 5 days of receiving the parcel to investigate and find any possible solution. Issues that are not notified to us within this time will not be solved.

Credits will be issued in the form of a coupon code that will be emailed to you, as well as a record of the credit will be saved to your account.

So even if you lose it accidentally there will be an archive of this. Credits will not expire and when you are ready to use the code you will simply plug it into the coupon code box in your cart.

If you are wanting to use more that one code at a time please contact our Customer Care Team for assistance. If you are wanting to you a credit in conjunction with a sale code this is absolutely ok but our Customer Care Team will need to assist you with this.

Alternatively you may make a note of ‘wanting to use my credit’ in your E-transfer subject line to let us know that these are your wishes.

We wholeheartedly apologize if your package is missing some product. We strive to provide valued members with nothing less than the best experience possible!

We want to correct any mistakes and welcome you to choose from the following options:

1)Have the missing product shipped to you for free at no extra charge.

2)Place another order in the future and have the missing product shipped in the same package, in which case we will add a special bonus sample for your trouble and our mistake.

3)Have a store credit issued to your member account that you can apply towards your next purchase.

*For any orders that are accidentally missing a product or if you were shipped the wrong item we will need to be contacted within 5 days of receiving the parcel to investigate and find any possible solution. Issues that are not notified to us within that time will not be solved.

Unfortunately we do not accept returns at this time. All Sales are Final. We place a warning on all products that are subject to melting for precautionary purposes. Please be aware that any products that are melted upon arrival are non-returnable or refundable. We do sell $1 re-usable cold packs if you are concerned about melting in warmer weather.

We also offer $2 signature required stickers if you wish your parcel to be handed to you directly as opposed to safe dropping in your mailbox or on the doorstep. If you are not home to accept the parcel it will go to the local post office.

We suggest downloading the Canada Post app to watch your tracking and retrieve your parcel asap. Especially during heat waves or in summer months. We are not responsible for parcels once they are out of our hands.

For any manufactured products like Vape Pens we have a 5-day policy upon arrival. If there is a manufacturing defect upon arrival please contact our Customer Care Team and they will find an appropriate solution.

Shipping

We have a flat rate of $16.50 for Regional parcels and $20.00 for National parcels. All orders with a SUBTOTAL over $160 will receive shipping free. Free shipping is based on the SUBTOTAL. If you are using a discount code that minuses off the subtotal.

We have a $50 minimum order in effect for the time being.

Orders are shipped Monday through Friday and exclude weekends and holidays.

We discreetly ship all our orders in odour proof vacuum sealed packaging. Packages are shipped through Canada Post Xpress Post and are never marked with TheraLife or any other Cannabis related markings. We understand our member’s need for the highest level of privacy.

1. Signature required delivery confirmation: We offer a $2 signature required option if you know you will not be home and do not wish the package to be safe dropped on your doorstep. The package must be signed for by an adult at that dwelling to be received. If no one is available to sign, then the carrier will typically leave an attempted delivery notification memo card that indicates at which postal outlet your package will be available for pickup the next business day.

3. When delivery to a basement suite is preferred, please include a “B” in your Address Line 2 field. When delivery to a sub-unit is preferred, please include the unit number in your Address Line 2 field. Failure to include the proper and accurate address will result in your parcel not being guaranteed. Please double check your shipping address info before placing an order.

4. Typically packages will arrive at Western Canadian locations within 3-5 business days and arrive at Eastern Canadian locations within 4-8 business days. Please be patient as sometimes packages may experience delays which are regrettably beyond our control as we cannot manage packages once they leave our custody and are in the possession of our Carriers.

Our business days are from Monday to Friday and exclude weekends and statutory holidays.

When the payment for your order is accepted BEFORE 10am PST from Monday to Friday, your order will be shipped with tracking information sent to you by the end of the same business day or the following day.

When the payment for your order is accepted AFTER 10am PST from Monday to Friday, your order will be processed and then shipped with tracking information sent to you by the end of the following business day or the day after.

When the payment for your order is accepted from Saturday to Sunday or on a statutory holiday, your order will be processed and then shipped with tracking information sent to you by the end of the next business day.

These times are subject to change without notice during a sale or holidays. We apologize in advance for any inconvenience and will always try to notify our members of any delays via email or social media asap.

Don’t be alarmed when checking your tracking number if it appears that your order is stuck in BC, or that it’s not activated yet in the CP system.

Canada Post can take up to 24 hours (during business days) to update the tracking information on their end once an order has left our production facility. Although it’s frustrating that it is not instantaneous, usually once the information is updated our patients have the order delivered shortly afterwards as it was in transit the entire time. Please note these times are subject to change without notice if there are possible service delays within Canada Post (ie. weather, holiday closures, strikes).

This is not part of their policies, but we do not have control over Canada Post or their employees. They are required to ask for a full name and signature of the person receiving the parcel.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement credit (UP TO $100) plus your shipping you paid.

From Canada Post:

In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.”

Please note: TheraLife reserves the right to refuse service and terminate any membership at any time, with out warning, if the member is found or believed to be disloyal, untruthful, or unethical in their shipping claims. This is a security precaution due to the nature of the industry. 

• If you do not get your package 2 days after the expected arrival date, let us know and we will file a trace with Canada Post.

If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later.

If it’s deemed “unrecoverable” or lost in transit, we will send you a 1x replacement credit up to $100 of the value of your package plus the shipping you paid if you paid shipping.

We take special precautions to ensure the best possible accuracy of getting your parcel to you. Unfortunately there can be issues that can arise from time to time with shipping and we 100% understand any frustration regarding this.

Please know we will assist you to the best of our ability if these instances are to occur.

We do not offer late postage refunds if your order arrives late due to any postal issues.

Please note: TheraLife reserves the right to refuse service and terminate any membership at any time, with out warning, if the member is found or believed to be disloyal, untruthful, or unethical in their shipping claims. This is a security precaution due to the nature of the industry.

NOTE: Currently, due to COVID-19 signature required stickers are not being allowed or adhered to. Canada Post workers are being advised to buzz the recipient like normal and then leave the parcel outside your apartment. For houses, they may leave the parcel outside the door instead of leaving a notice card of where to pick up your parcel at the post office. While we do not like this procedural change, we have no control over this. Currently until further notice, ALL orders shipped after March 18th, 2020 will not be insured or guaranteed delivery. Our apologies in this matter. If you are worried about this, please ship to a PO Box or a residence you know someone will be home to watch for the parcel.

If you’re tracking your package on the Canada Post website and it looks like it’s headed to the wrong city, it’s most likely due to human error at Canada Post.

Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days.

If there is any action needed from us ‘the sender’ we will most certainly assist you to receive your parcel in the most prompt way possible. We thank you in advance for any and all patience and understanding!

Unfortunately, we experience much higher % of postal thefts when shipping to Northern Quebec and Nunavut. We cannot offer any delivery guarantees if you live in these areas and you will be ordering at your own risk. This means you will not receive a replacement package or refund (up to $100) if your package is lost or stolen.

Our apologies for any inconvenience due to this policy.

More Questions?No Problem