FAQ

Membership

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Who do I contact if I need help?

On the bottom right corner of our website, we have a live chat box. Contact us there for a quicker reply anytime  from Monday to Friday from 9AM – 5PM PST. You can also e-mail our support team at [email protected] and we will try and reply as soon as we can

Do I need a doctors prescription to sign up?

To become on Mario’s Stash,  you do not need a doctor’s prescription! But we do need to verify your age. Besides the age gate we have on the website, we do require you provide a photo piece of ID, usually with a drivers license. We want to ensure you are at least 19 years old and a resident of Canada.

I’m not receiving confirmation emails

Not receiving any order confirmation email with payment instructions or tracking information? Please make sure to check your spam and junk folders.

PAYMENT AND FEES

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Do you charge taxes?

No – taxes are included in our already great prices!

Do you provide refunds?

Sorry, but we do NOT provide refunds or exchanges.

Do you accept bitcoin or other cryptocurrency?

Yes! We are expanding our payment methods to have more options. As of right now, we currently only accept Bitcoin. We will be adding more Cryptocurrencies in the future.

Choose the Bitcoin option at checkout to receive 10% off your order. (COMING SOON)

PRODUCT ISSUES + COMPAINTS 

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I received a damaged or defective product

Please do not hesitate to let us know via

  • Chat on the web page
  • Email at [email protected]
  • Opening a support ticket right here on the web page

We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:

  • The order number
  • The name of the defective product
  • Details outlining the product issue

*Please ensure to include photos or a video of the defective product

Once we have these details, we will do our best to resolve any product issues with you as fast as possible.

In the event that we cannot troubleshoot the product issue, we will offer a credit to your account in points or a free replacement.

PLEASE NOTE: You have up to 24 hours of receipt to notify us of anything wrong with the order.

I received my order and it was incorrect

Please do not hesitate to let us know via

  • Chat on the web page
  • Email at [email protected]
  • Opening a support ticket right here on the web page

We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:

  • The order number
  • Which products you received instead

Once we have these details, we will do our best to resolve any product issues with you as fast as possible.

We will offer a credit to your account in points or a free replacement.

PLEASE NOTE: You have up to 24 hours of receipt to notify us of anything wrong with the order.

Product Quality Issues

At Mario’s Stash we are committed to providing our members with top quality products. Unhappy with the quality of a product you received? Please reach out to let us know!

If you feel you have received a product that is not up to quality standards please provide the following details:

  • The order number that the product was received in
  • The name of the product
  • Details outlining the product quality issue

*Please ensure to include photos or a video of the product

Once we have these details, we will do our best to resolve any product quality issues with you as fast as possible.

*Please note: We DO NOT accept returns.  However, in the event that you have received a product that is not up to quality standards, we will offer a a discount on your next order, or a credit to your account in points.

If you’re unhappy with one of our products, please email our support team within 30 days from the delivery date and we will try our best to resolve the issue. Any incorrect orders older than 30 days cannot resolved.

ORDERING

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Can I edit my order after its been submitted?

Once orders are placed, you are unable to edit orders yourselves. If you wish to add to change some items, you will need to create a new order and request the old order to be cancelled.

Alternatively, your old order will cancel itself after 72 hours.

Cancelling My Order

If you wish to cancel your order, you will need to request the old order to be cancelled, or alternatively all unprocessed orders will be automatically cancelled after 72 hours.

How do I order?

Once approved, you are ready to place your first order! Be sure to sign up for our newsletter first so you can get 15% on your order

Here is a step-by-step guide in placing your order with Mario’s Stash:

1.) Shop Marijuana, Concentrates, Magic, Medicinal

2.) Click on the desired product(s), choose your weight and quantity then click “Add to Cart”. You will then have the option to “View Cart” or “Continue Shopping”.

3.) At the “View Cart” page; you can edit your order, apply coupons, redeem points and view shipping costs.

4.) When you “Checkout” you get the option to either pay with EMT, your credit card or with Bitcoin.

Note: Partial payments are NOT accepted.

You will be notified by email of your order status and tracking information.

SHIPPING & DELIVERY, PACKAGING

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Is your packaging discreet?

We ship out all orders discretely so there is no indication of what is inside.

Our products are packaged in durable mailer boxes and smell-proof bags for extra security and privacy.

What happens if I didn’t receive my package?

If you don’t receive your package within 48 hours after the expected arrival date, please don’t hesitate to contact us at [email protected]

We will not be held liable lost orders due to:

  • mistakes by the postal office
  • wrong address/unit # given by customer
  • sized at postal facility
  • stolen packages after delivery

If a trace is filed, Canada Post will conduct an investigation which can take up to two weeks to complete

Canada Post says my packaged was delivered but I never received it

There are number of reasons why your pack may have been set to “Successfully Delivered”

Often your item has not been lost or stolen, just delayed in delivery:

  • Postal worker scanned all packages they have in possession as delivered and will spend the day/or following business day completing the delivery.
  • Postal worker has placed the package in the wrong mailbox. We highly recommend you checking with your neighbor.

Please note, we are not liable for mistakes caused by Canada Post such has your package being delivered to the wrong address

If you have not receive your package within 48 hours after the “Successful Delivered” status, let us know and we will file a trace with Canada Post which takes about 5-7 business days.

Tips for ensuring a successful delivery, we recommend:

  • Double check the shipping address you have provided is correct
  • If you are using a flex delivery address, make sure your account number is included as well as the RPO of which post office you have chosen for pick up
  • If you community mailbox, make sure the mailbox number is correct
  • Before panicking about a missing package, please check with your neighbors to see if they accidentally received your package
Where can I find my tracking number?

You can find your tracking number within the email that is sent to you after completing your order.

If you’re unable to find your tracking number, please contact [email protected] for assistance

My tracking number isn’t working

If your’re tracking your package on Canada Post’s website and it has not been updated its may be due to the following reasons

  • We are enroute to ship your package and it hasn’t been scanned yet at the post office
  • The package has been dropped off at the post office already but the clerk has not scanned or missed the scan on the package. The next scan will be later in the day at the processing center
  • Canada Post tracking system has a glitch with the tracking number
  • Don’t worry, once the package is in Canada Post system it’s already making its way towards you. Expect delivery within 2-3 business days depending how far you live from a major city in your province.
  • Members get their package on time or usually just a day later. If you do not receive it after 2 days please let us know.
How long until my order is shipped?

Once your order has shipped, it will take up to  *3 business days to receive your order with Canada Xpress Post.

* Please note that, delays may happen that is far beyond our control that will delay your delivery

When tracking your package, please look out for the status “Item out for Delivery”, as this will indicate the package has left the sorting facility and is on the way to your mailbox

** Canada Post may experience delays on Statutory Holiday, Holiday Seasons and when experiencing extreme weather conditions **

Get a 15% discount on your first order!

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