FAQ

We’re one of 100+ dispensaries in Vancouver (over 300 in Canada) that are NOT operating under the federally-approved health 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. City Hall and VPD have allowed dispensaries to proliferate so people can safely access medicine, so long as there are no sales to minors or any gang affiliations.

There are about 40 mail order mushroom sites in Vancouver. Vancouver has been shipping mushrooms in the mail for many years and to date, we know of no-one who has ever been charged with receiving mushrooms in the mail.

It’s super simple!

1. Pick your favourite products and add them to your cart.
2. Go to your cart.
3. Click Checkout.
4. If you don’t already have an account you will be asked to make one or you can just go to the My Account section under the Register section, enter your information, upload your id and choose a password.

Here’s a step-by-step guide on placing your order online with Haute Health.

1. Locate the products you are interested in ordering by going to https://shroomz.cc/shop/.
2. Click on the desired product(s), choose your quantity then click Add to Cart.
3. Every time you add a product to your shopping cart, it will automatically added to your cart.
4. When you have all your products in your shopping cart go to View Cart (https://shroomz.cc/cart/) by clicking the shopping cart icon on the top right side of the page. When you are ready to checkout, click the Checkout button, and you will be redirected to the Checkout page. https://shroomz.cc/checkout/
5. In the Checkout page, you will need to login with your email address and password. If this is your first time registering with us, you will need to sign up for an account.
6. Now that you’re logged in, you will need to confirm your shipping information (name, address, email, contact number, order notes) and payment option (Interac E-transfer or Interac Online Payments).
7. If you’ve chosen payment by Interac E-transfer, you will be redirected to an order confirmation page where you will see your order number and instructions on sending an Interac E-transfer. Orders only ship after E-transfer has been received.
8. Once your payment has been collected and your ID has been confirmed, your order will be processed and will ship within 2 business days.

Congrats, you have now placed your order!

We do not accept returns or exchanges and all sales are final.

Please contact us through email, our contact us form or live chat. We will get back to you as soon as possible.

We are available Monday through Friday from 9:00am PST to 3pm PST. All emails received will be answered within 1 business day.

If Payment has NOT been sent

1. Place an entirely new order for the items you want.
2. Email support@shroomz.cc and request that we cancel your OLD order.
3. Follow the payment instructions to complete your new order.

If Payment has been sent

If your order status is Processing or Completed:
Unfortunately we cannot make any changes to the order. It’s too late.

If your order status is On Hold or Pending:
Cancel your pending payment. Place a new order for the items you want, and re-submit payment according to your new payment instructions.

Note: We can edit shipping details anytime before the order is set to Completed. Please contact us immediately if you need to update your destination shipping address.

Note: You can check the status of your order in your My Orders section.

We are in the shop and answering emails 5 days a week (Monday through Friday) from 7 am PST through 3 pm PST.

We are currently only available in Canada and will not ship to other countries.

All information on our reward program can be found here: shroomz Rewards.

Payment is accepted via Interac E-transfer only.

If you use online banking with a Canadian bank* or credit union, then sending an Interac E-transfer takes just a couple of minutes.

Instructions will be provided with your online invoice and orders ship only after E-Transfer have been received. If we receive your payment by 12 pm PST (3 pm EST), your order ships the next business day, or else it ships the following business day.

*Please note: If you bank with Tangerine, you need to call the customer service number prior to sending your e-transfer and confirm you want it to be processed. Once that is done, it can take up to 3 business days for payment to come through for processing. Thank you!

Where do I send the etransfer and what password do I use?

Once you have placed your order, you will receive an email with instructions for the e-transfer. Please make the Security Question as your order # and the Password as amazing Question: ####### (enter your 7 digit order number on this line) Answer: amazing If you have misplaced or lost the email please chat with us or email support@shroomz.cc and we will help you through the process.

If you use online banking with a Canadian bank* or credit union, then sending an Interac E-transfer takes just a couple of minutes!

You simply log on and find where it has the Interac E-Transfer option, then you go in and set up a new payee. You would enter the e-mail address that we sent you on your order confirmation and set up your question and answer.

The question should be your order number (enter your order number here) and the password needs to be amazing to make it easy for us to accept.

Question: ####### (enter your 7 digit order number on this line)
Answer: amazing

If you get stuck, you can Google the name of your banking institution + how to send e-transfer and you should find lots of instructions. For information on sending an E-transfer, please contact your bank or https://www.interac.ca/en/interac-e-transfer-consumer.html

*Please note: If you bank with Tangerine, you need to call the customer service number prior to sending your e-transfer and confirm you want it to be processed. Once that is done, it can take up to 3 business days for payment to come through for processing. Thank you!

Once you’ve placed your order, the next step in the process will be to submit an Interac E-transfer. Your order will be kept On Hold till we receive your E-transfer. If we do not receive your payment within 2 days, your order will be canceled.

We currently offer shipping from Canada Post:

We offer Expedited and XpressPost Shipping in Canada for All Orders.

We offer FREE XpressPost Shipping in Canada for All Orders over $99!

We also offer upgraded Canada Post Priority Shipping for All Orders by request.

Expedited Shipping takes approx. 3-8 business days for delivery, depending on your location.

XpressPost Shipping takes approx. 2-5 business days for delivery, depending on your location.

Canada Post Priority Shipping takes approx. 2-4 business days for delivery, depending on your location.

Contact Us for Priority Shipping Rates

Orders ship from the Vancouver, BC area by Canada Post.

*Your delivery is guaranteed (except for residents of Nunavut and Northern Quebec, or if you provided an inaccurate or incomplete address)

All orders will be sent with a Signature Required unless No Signature Required is specifically selected.

GST/HST is added to your order on the Checkout page.

Once you’ve sent your E-transfer, it can take up to 40 minutes for us to receive an email notifying us of your payment. Your E-transfer will be pending until we collect the E-transfer (when we process your order). Once payment is received, your order will ship within 1 business day. Delivery by Xpresspost will take 2-5 business days once it has shipped.

Yes! Product images are taken (unless provided by our vendor) with an SLR camera in our mini photo studio. Images are not Photoshopped or enhanced.

There are 2 likely scenarios:

1. the postal worker put it in the wrong mailbox, or
2. what often happens is that a postal worker will scan in all the packages saying they were successfully delivered then spend that day and/or the next day delivering it.

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 free of charge.

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.

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, we will send you a 1x replacement package, free of charge.

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

Your order will be discretely packaged and vacuum-sealed to protect and maintain your privacy. We ship from the Vancouver area using Canada Post Xpresspost mailers or nondescript boxes with no indication of what is inside.

Due to the nature of the industry, all orders will be sent with a “Signature Required” unless you specifically opt-out. When you select “Signature not required” as your delivery method, we will not be held liable or reship any packages once your tracking shows as Delivered.

If you’re tracking your package on Canada Post’s website and it has not updated in sometime, 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 it 2 days after your expected date, let us know so we can file a trace with the post office. 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, we will send you a 1x replacement package, free of charge.

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.

All orders and product details are tracked in our system and we record each order before it leaves our building. The value of any confirmed missing items will be credited* on your account to be used on your next purchase.

*Any credit will occur as points on your account, which can be applied to your next order.

Your order will be discretely packaged and vacuum-sealed to protect and maintain your privacy. We ship from the Vancouver area using Canada Post Xpresspost mailers or nondescript boxes with no indication of what is inside.

There are 2 likely scenarios:

1. the postal worker put it in the wrong mailbox, or
2. what often happens is that a postal worker will scan in all the packages saying they were successfully delivered then spend that day and/or the next day delivering it.

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 free of charge.

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.

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, we will send you a 1x replacement package, free of charge.

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

Due to the nature of the industry, all orders will be sent with a “Signature Required” unless you specifically opt-out. When you select “Signature is not required” as your delivery method, we will not be held liable or reship any packages once your tracking shows as Delivered.

If you’re tracking your package on Canada Post’s website and it has not updated in sometime, 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 it 2 days after your expected date, let us know so we can file a trace with the post office. 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, we will send you a 1x replacement package, free of charge.

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.

All orders and product details are tracked in our system and we record each order before it leaves our building. The value of any confirmed missing items will be credited* on your account to be used on your next purchase.

*Any credit will occur as points on your account, which can be applied to your next order.

Yes! Product images are taken (unless provided by our vendor) with an SLR camera in our mini photo studio. Images are not Photoshopped or enhanced.

We only sell products from respectable and legitimate mushroom brands. Our partner brands and their products are well known in the industry for being safe and effective. However, given the nature of the products, we do not make any medical claims on any of the products that we sell and cannot independently verify the potency or effectiveness of any individual product or batch.