Refund & Reshipment Policy

Ganja Express stands behind every parcel we send. This policy explains when we reship, when we refund, how long claims take and the small number of situations that fall outside cover.

Damaged, wrong or missing items

Email sales@ganjaexpresss.co within seven days of delivery with your order number and a clear photo of the product and packaging. Verified claims are resolved with a free reship of the correct item or a full refund of that line, your choice. Keep the packaging until the claim closes.

Parcels lost in transit

When Canada Post confirms a parcel as lost after a trace, we reship the entire order at no cost or refund 100% of what you paid, including shipping. Traces are opened after five business days without a tracking update and normally close within five more. Timelines are described in the shipping policy.

Cancellations

Any order can be cancelled for a full refund before it is dispatched. Once a tracking number has been generated the parcel is already in the mail stream and cannot be cancelled or recalled.

How refunds are paid

Interac e-Transfer refunds are sent back to the email address that funded the order, usually within one business day of approval. Bitcoin refunds are returned in Bitcoin to a wallet address you provide, at the CAD value of the original order.

What is not covered

• Preference or expectation — a strain smelling or feeling different than you hoped is not a defect
• Products opened, used or repackaged before a claim is filed
• Incorrect shipping details supplied at checkout
• Refusal to sign for or collect a held parcel
• Claims filed more than seven days after delivery

Store credit

Where a claim sits in a grey area we will often offer store credit as a goodwill gesture. Credit never expires and applies to any future order, including everything in the shop.

Fair use

We track claim patterns. Repeated unverifiable claims on the same account may end in refusal of future orders, which keeps prices fair for everyone else.