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FAQs

Why Can’t I See Some Products Once I've Logged In?

Some product listings on Shelter Market have limited availability and are only accessible to clients in select provinces.

Due to current regulations, some products are limited in where they can be sold by provincial excise stamps. Whenever possible, Shelter Market will strive to ensure availability nation-wide but if you cannot see a particular item, it is because it is not yet available in your region. 

Product Returns and Replacements

We know how frustrating it can be when your medical order does not meet expectations. Cannabis regulations in Canada allow for product returns, and though there are some strict guidelines, we have developed a fair and simple replacement product policy that meets the requirements of the Cannabis Act.
Shelter Market may issue a refund or replacement for damaged or defective products. If you are starting a support ticket with Client Care:
  • Please take pictures of how the product arrived and provide as much information as you can
  • You must hold on to the original product so it can be returned - per section 292 of the Cannabis Regulations we can not replace any product unless we get the original product back first
  • If your case is approved we will send you a return label so that you can send the original back to us. Once the original product has been received we can issue your replacement product or credit your account
  • We reserve the right to review each issue on a case by case basis
If you have any questions please reach out to support@sheltermarket.ca for more information.

Registration Certificates and the ACMPR

What is a Registration Certificate?


In order to produce cannabis for your own medical purposes you must apply to Health Canada and be issued a Registration Certificate. 


Since Seeds and Clones are a means of producing cannabis, a Registration Certificate is required to purchase them on Shelter Market.


Why get a Registration Certificate?


The Cannabis Act specifies that adults can grow up to four plants per residence (depending on province or territory) for personal use. Unfortunately at this time, only medical patients can buy seeds from a licensed producer. A Registration Certificate approves you for more plants for individual medical use. For examples of how many plants you could be eligible for please see Health Canada’s cannabis calculator


This may be a path worth exploring if you would like to save money on your annual medical cannabis purchases.


Applying for a Registration Certificate


If you would like to apply for a Registration Certificate you will need to submit the following to Health Canada:


While your application is being processed (it can take eight to twelve weeks), you may be issued a temporary certificate so you are still able to purchase cannabis from Shelter Market.

Cannabis Seeds

Purchase Limits

Since Seeds and Clones are a means of producing cannabis, a Registration Certificate is required to purchase them on Shelter Market.


Per section 290 (2) of the Cannabis Regulations, three seeds are equivalent to one cannabis plant. This means we may limit your purchase of seeds based on the amount of plants you are eligible for under your Registration Certificate.

Seed Return Policy

Please note this disclaimer from our Seed supplier OneLeaf:

Seed germination rates and successful cannabis plant cultivation depend on a variety of factors beyond OneLeaf’s control. OneLeaf does not guarantee germination rates of seeds sold through our website, retail store, or Shelter Market. OneLeaf does not guarantee successful cultivation or feminization rates of seeds purchased. Cannabis seeds which are not feminized or are unsuccessfully cultivated will not be eligible for a return on the basis that they are “defective”. All cannabis seed sales are final.

Compassionate Pricing

Compassionate Pricing Program

We believe that all patients should have access to affordable medicine, which is why our products are priced as close to cost as possible. In addition to this lower than average retail pricing, we provide further assistance to eligible Clients through our Compassionate Pricing Program.

Eligibility

  • Low-income clients under $30,000 a year
  • Government Disability Assistance
  • First Responders (Paramedics, EMT, Police Officers, Firefighters, Rescuers, Ski Patrol, Lifeguards)

Documents Required:

  • Notice of assessment from CRA
  • Proof of occupation (Paramedics, EMT, Police Officers, Firefighters, Rescuers, Ski Patrol, Lifeguards)

Compassionate Rate:

  • Low Income/Disability = 15% off
  • First Responders = 10%

*Compassionate Pricing Program does not apply to products that are on sale.

Registration

What are the requirements to register as a Client?

In order to register as a Client with Shelter Market you need to:

  • be a resident of Canada
  • be of legal age in your province of residence:
Alberta - age 18
Quebec - age 21
All other provinces - age 19
    • have valid medical documents for a cannabis prescription


    What documentation do I need?

    There are two documents that we will need in order to process your membership:

    • Patient Application - Personal information such as name, date of birth, address
    • Medical Document - Patient and prescription information to be completed by your healthcare provider

    Please see our Application Process page for the documents and instructions on how to submit them.

    Shipping and delivery

    How are orders shipped?

    By default, all packages are shipped via Canada Post Xpresspost, which means you will be given a tracking number and can expect your package within 2-5 business days.

    **There is a potential for delays due to Covid-19**

    Clients can also choose to pay for Purolator shipping at checkout. Although this option is more expensive, in our experience, it is a more reliable express service.

    How will my order be packaged?

    Your order will be carefully and discreetly packaged, and vacuum-sealed to protect and maintain your privacy.

    How do you verify delivery?

    Due to the sensitive nature of our products we require a signature on all of our out-going packages to ensure they don't fall into the hands of a minor.

    If you are not home, Canada Post will leave you a Door Hanger notice and route your package to the nearest Post Office where you can pick it up. They will also need to see your government-issued photo ID.

    **Due to Covid-19, Canada Post is not currently enforcing signature confirmations**

    What are your shipping fees?

    We have two categories of default Canada Post shipping:

    • Orders under $100.00 will be charged $15.00 + applicable taxes
    • Orders $100.00 and over receive free shipping

    Purolator shipping costs depend on the size and weight of your package, as well as where you are located in Canada. A quote will be generated when you get to the shipping step of the checkout process.

    Although we will do our best to sort out shipping issues, we do not offer shipping refunds.

    Payment

    What types of payment are accepted?

    We accept Visa and Mastercard.

    Other questions

    How do I contact someone to get help?

    We can be contacted via our contact page. If you need immediate assistance click the Support button at the bottom right of your browser window. If you still need help, click on the Live Chat button. If our agents are not online, you can leave a message. We strive to answer all messages within 24 hours.

    How do I obtain a Medical Document?

    In order to access cannabis for medical purposes from a licensed provider in Canada patients are required to submit a medical document signed by their health care provider. 

    If you are looking for a health care provider to discuss whether you should use cannabis to treat your symptoms we have created a list of Canadian cannabis clinics that you can find here