FAQ

PLACING AN ORDER

1How do I order?

STEP 1 – Choose the products for your order by clicking ADD TO CART on the products you’d like. Then, click CHECKOUT to complete the purchase.

STEP 2 – Sign up for an account on the checkout screen. You’ll need to verify your age by uploading a Government issued ID. You can do this by taking a picture using your cellphone.

STEP 3 – Accept the Terms & Conditions.

STEP 4 – Payment Instructions will be available on our order confirmation page: Send Interac e-Transfer using your bank. Use your Order Number “xxxx” as your “Secret Question”. Make sure to enter the correct number, this is how we will track your payment.
For more information, watch this video.

STEP 5 – Canada Post XPRESS Post. We will send you a tracking number where you can track your order here.

2Who can become a member of Uplift CBD?

Anyone living in Canada with a valid Government Issued ID over the age of 18 or 19 depending on the province you live in.

3What do I need to become a member of Uplift CBD?

You would need a Government Issued ID proving that you're over the legal age of 19+ to become a member with us. You can sign up with us at checkout if you have a Canadian Provincial License.

If you don't have a Provincial License and would like to sign up with a miscellaneous Government Issued ID, you can sign up by clicking here. Simply fill out the form and upload a Government issued ID. Verification may take up to 24 hours.

4Why do you need my ID?

We need it strictly to verify your age, which is required under Canadian law. All your records are secured on our private servers and will NOT be shared with any 3rd parties.

5When will you ship my order?

If we receive your order and payment by 10AM PST (1PM EST), your order will be shipped on the same business day. Please note e-transfers take up to an hour to be received.

If your order and payment is received after 10AM PST (1PM EST), your order will be shipped the following business day.

Business days are any day Canada Post is open. Canada Post is open Monday – Friday. They are closed on the weekends as well as statutory holidays.

6Can anyone tell what's in the envelope?

No, nobody will be able to tell what is in the package/envelope. It is strict, discrete packaging and shipping. We double vacuum seal our packages and put them in an unmarked Canada Post envelope.


SHIPPING & POST

1How long does delivery take?

It depends on the delivery option you have selected. We provide various shipping options to facilitate you to the maximum. We ensure that you will get your package as soon as possible by using express shipping all across Canada. You can also get free shipping for the following:


Spend $99 and Expedited is free (valued at $15)

Spend $149 and Xpress is free (valued at $25)

Spend $199 and Priority is free (valued at $40)


If we receive your order and payment by 10AM PST (1PM EST), your order will be shipped the same business day.

If your order and payment is received after 10AM PST (1PM EST), your order will be shipped the following business day.

2What happens if I don't get my package?

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

Canada Post will conduct an investigation which takes 5 business days to complete. If they locate the package, it’ll be sent to you within a few business days. If it’s deemed “unrecoverable,” we will send you a replacement package free of charge.

We do not offer refunds if your order arrives late due to any postal issues or incomplete addresses, since we are not responsible for Canada Post’s service.

3My order shows as delivered, but I haven't received anything yet.

There are 2 likely scenarios:


1. The postal worker placed it in the wrong mailbox.

2. Often the postal worker will scan all the packages as “successfully delivered” in the morning and then will spend the day delivering all of the packages.

If you do not receive your package after 2 days of receiving the “successfully delivered” notification, let us know and we will file a trace investigation with Canada Post. This investigation takes about 5 business days. If they locate the package, it will be sent to you within a few business days, if it is deemed “unrecoverable,” we will replace it for you free of charge (up to $200).


From Canada Post


The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked:

with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;

their Community Mail Box for the item or parcel compartment key;

around their property to see if the item was left in a safe location or in a mailbox attached to their home.

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.”

4Why was my package sent with a "signature required"?

All orders over $500 will be sent with Signature Required.

All other orders that prefer not to have this option, please leave a note with your order saying “No Signature Required”.

5My package is going to the wrong destination.

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.

6Canada Post tracking information hasn't been updated recently.

If you’re tracking your package on Canada Post’s website and it has not been updated in some time, it’s most likely due to your package missing a scan, which is fairly common.

More often than not, members get their packages on time or a day later. If you do not receive your package 2 days after the expected date, let us know so we can 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 receive it a few business days after. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.

7My tracking number doesn't work. Help!

We will email you your tracking number before it has been scanned at the Canada Post office. If your package has yet to be scanned (due to it being a weekend/holiday), your tracking number will not be trackable on the Canada Post website.

Please wait until the end of the day and your tracking number should appear correctly. If it does not, please email “support@upliftcbd.ca” and we will look into it.

8Shipping to Nunavut & Northern Quebec.

Due to the high percentage 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 if your package is lost or stolen.

9Do you ship outside of Canada?

Unfortunately, we cannot sell or ship to anybody outside of Canada.


PAYMENT & FEES

1What methods of payment do you accept?

As of now we are only accepting Interac E-transfers. This is the common method of sending money bank to bank in Canada.

Every Canadian bank supports this feature.

2How do I send an INTERAC E-Transfer?

Every Canadian Bank and Credit Union has the e-transfer feature. Simply Google search your “bank name” + Interac E-transfer.

For E-transfer details click here. Below are links to all major Canadian banks and how to use their e-transfer feature:

RBCTD BankBMOCIBCScotiabank

3What are the shipping fees?

Orders are shipped via Canada Post Expedited and Xpress Shipping. Expedited shipping takes 2-5 business days and Xpress shipping takes 1-3 business days.

We charge a flat rate of $25 CAD for Xpress shipping and $15 for Expedited shipping.

You will receive free Expedited shipping on orders over $99 and free Xpress shipping on orders over $149.

4Is tax included in your prices?

We add 5% for GST and 0-7% PST, depending on your province.

5I've sent my E-Transfer. What do I do now?

Once you’ve sent your E-transfer, it can take up to an hour for us to receive a notification. Make sure you’ve used the correct Order Number given at the checkout page as the Secret Question so we can track your payment.

If we receive your order and payment by 10AM PST (1PM EST), your order will be shipped on the same business day.

If your order and payment is received after 10AM PST (1PM EST), your order will be shipped the following business day.

Business days are any day Canada Post is open. Canada Post is open Monday – Friday. They are closed on the weekends as well as statutory holidays.

6What will happen to my order if I don't submit payment after the checkout?

Your order will be kept on hold for 2 business days while we wait to receive a payment. If we do not receive an Interac E-transfer within 2 days, your order will be cancelled.

7What is the minimum amount I can order?

We do not have a minimum order amount, since we have shipping costs for orders under $99. For orders over $99, you will be eligible for free shipping. We will kindly send you any order size that you choose.

8What is your return policy?

Purchases made on our website aren't eligible for returns. The only instances where we would provide an exchange (of the same package) or store credit would be if your order was mishandled or misconceived. Let us know if you think your order was mishandled, misconceived or damaged at support@upliftcbd.ca and we will address your order accordingly.


PRODUCT INFORMATION

1What is Hemp Extract?

Hemp Extract is produced from industrial hemp that contains less than 0.3% THC on a dry weight basis. It is extracted from the stalks and stems of the plant to produce the hemp extract which contain multiple cannabinoids. The hemp plant is full of non-psychoactive cannabinoids and less then 3% of the psychoactive cannabinoids.

2What is CBD?

CBD is an acronym for Cannabidiol; a prominent naturally occurring class of molecules called cannabinoids found in the plant genus Cannabis Sativa L. CBD comprises up to 40% of the plant and is one of over 60 plus compounds found in cannabis. Of these compounds, CBD and THC are usually present in the highest concentrations, and are therefore the most recognized and studied. CBD is a non-psychoactive component of the plant that possesses a wide range of benefits and does not cause a high, unlike THC. Our bodies are made up of an endocannabinoid system and use cannabinoids to maintain healthy cells.

3What is CBD oil?

CBD oil is derived from cannabis plants that have high levels of cannabidiol (CBD) while having low levels of THC. Our supplier's CBD oils always have less than 0.3% THC. These extracts can then be used in paste form, or mixed with other oils such as hemp seed oil, to lower the viscosity of the extract.

4Will I pass a drug test if I take CBD products?

The hemp oil in our products contain CBD which is a LEGAL cannabinoid from hemp. It contains minuscule amounts (parts per billion) of THC that COULD show up in a drug screen. We cannot guarantee that you will or will not pass a drug screen due to the amount of variables. Our products contain less than .3% THC. Drug screens vary and some can be more sensitive than others. If you have to take a drug test, it is best that you use our product at your own risk.

5Are your products third party tested?
6Are the product images real?

Yes! We take all of our images ourselves. If you have any feedback or ideas for photography, hit us up at support@upliftcbd.ca!

7I received my order, but it's damaged. What do I do?

If you requested your order with Xpress shipping, send us clear images of the damaged product with your order number and one of our customer service representatives will assist you. If you requested Expedited shipping, we do not take responsibility as expedited mail takes 2-3 days longer, which increases the likelihood of products melting in the heat.

support@upliftcbd.ca