FAQ - Mail Order Marijuana | Get White Palm

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When will WhitePalm be live?

We are now live and have been live since 2016! We are one of Canada’s original Mail Order Marijuana sites.  To contact one of our customer service reps visit our LiveChat communication platform between 8 AM and 3 PM PST or email [email protected] for urgent matters or if we are taking a break.

Our cutoff time for next business-day shipping is 5 PM PST/8 PM EST. For example, if you order between 5 PM PST on Sunday and 5 PM PST on Monday then your orders ships Tuesday. Plan accordingly please! Also, payment made from 5 PM PST Friday are processed on Sunday before 5 PM PST.

What is WhitePalm?

We are rethinking pot from the ground up and we are providing the best possible service for our Canadian family. Check out more information on our loyalty points program by clicking on the “Company” tab in our help section.

What Do I Need To Sign Up?

In order to create an account all you need is:

  • An Email Address
  • You must be of 19 years of age and a Canadian Citizen
  • Being able to use cannabis in the smartest and healthiest possible way

Is ordering off WhitePalm safe?

The federal government has been evolving to accommodate the inevitable legalization of cannabis sales in some capacities. Cannabis has been shipped through the mail for over two decades and there are no documented cases of individuals being criminally charged from receiving cannabis in the mail. We do recognize that this an area of law that is under development and inherently there are risks involved for all parties.

Where do I upload my ID?

Uploading your ID is a mandatory step in the secure sign-up process. You must be 19 years of age and a Canadian Citizen. Sign up is required to have your order processed and sent out.

Do you ship anywhere outside of Canada? When will my order ship?

Unfortunately, we do not and cannot ship outside of Canada. We are here to deliver premium cannabis products from local Canadians to the Canadian masses.

Our cutoff time for next day shipping is 5 PM PST/8 PM EST. Therefore, if you order between 5 PM PST on Sunday and 5 PM PST on Monday then your orders ships Tuesday. Plan accordingly please!

Unfortunately even in this day and age Canada Post does not work weekends and Holidays so this is outside of our control. Please allow another business day for your tacking ID to become active on Canada Post’s website.

What do I do about faulty vape pens and missing product?

Faulty pens are replaced with your following order if there is enough evidence that it was in fact faulty upon arrival. Unfortunately, pens and cartridges that have been delivered for longer than 1 week (5 business days) are not refundable or replaceable. Thank you for your understanding. Please contact us to find out more.

It is required you take a picture of the SEALED VACUUM BAG upon arrival. There will be no credits or discounts given to customers unless this picture is provided. Thank you for understanding. If something is missing and you take a picture we will issue a shipping credit for your next order. No picture, no solution. Thanks for your understanding.

Can I add/edit/cancel my order?

It depends if your order has already been processed for shipping. You can always check with us, but it’s recommended you place your order for exactly what you want. If you mess up on an order you can always cancel it and resubmit a different order. Please let us know if you do so so that we can cancel the first order.

What will happen to my order if I don’t submit payment?

We will hold on to the order for a 2 days but please let us know if you are waiting to make a payment so that we do not cancel it after a few days. All of our products come in limited quantities so it would be unfair to hold back inventory when the rest of our members could be enjoying it promptly.

Is tax included in your prices?

With every order 5% will be applied to your order.

What are the shipping fees?

Shipping fees are $15 for orders $200 and under. For orders over $200, shipping is on us :)

What happens if I don’t get my package?

Your order should arrive no more than 2 business days from the estimated arrival date (that is 2 days after the 3-5 business days). If it is beyond this window (5 to 7 business days) we will open an investigation with Canada Post to try and locate the package. If the parcel is deemed lost or stolen after the investigation then we replace it for free ONCE. Please be patient with us as we do this. We want you to get your package!

*PLEASE NOTE* If you are ordering from Northern Quebec, Nunavut or NWT we are experiencing a high number of package seizures and thefts and will not be able to replace lost orders. know that when you place an order you are placing it at your own risk.  Thank you for understanding.

My Canada Post tracking information has not updated recently

Canada Post has an internal scanning system that generates tracking info. There are sometimes delays or items can miss scans. Although generally, packages arrive within a day after their estimated delivery date. Please let us know if it persists longer than 24 hours.

What methods of payment do you accept?

We only accept eTransfer through online banking.

How do I send an Interac E-transfer?

Setting up your online banking is a quick set up and sending an Interac eTransfer takes just a few moments. eTransfer can take up to 30-mins to be received based on whom you bank with so please watch out for the “delivered” status on your online banking if you are wondering if we received it or not.

If you want to know the process for your particular bank, Google your “your bank’s name” + Interac eTransfer.


I sent my email transfer in but it hasn’t been accepted

1. We process payments near the end of each business day and on Sundays. Our cut off time for payments is 5pm PST. So if you send it in early in the day we won’t get to it until the late afternoon. Additionally anything sent in after 5pm PST will not be processed until the following day.If your e-Transfer is still pending, or has not been received, this could be due to a number of reasons:
We are unable to match your payment to your order due to the order number not being set as the secret question
2.We have not received your e-Transfer because you have sent the payment to the incorrect email address. Please double check this on your order confirmation page.
3. We are unable to accept the e-Transfer, because you have not included the correct question and answer as stated in the payment instructions on the order confirmation page.
If you have checked all these and the payment has still not been accepted please contact us via live chat

The add to cart button is missing on the product page

This means that the product is currently sold out. We’re working on making this a bit clearer for our users.

How does your shipping work?

We ship via Canada Post Express which takes between 3 to 5 business days. For orders $200 or under shipping is a flat rate of $15 and orders over $200 we offer free shipping!
We ship in discreet packages that are vacuum sealed with no labeling on the outside of our packaging so it won’t draw any attention.

Canada Post says “successfully delivered” but I have not received my order

There are 2 likely scenarios as to why this is happening:

a) the postal worker put it in the wrong mailbox, OR

b) what may happen is that a worker will scan 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 an investigation with the post office. Canada Post will file an investigation which can take up to 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 lost, we will send you a 1x replacement free of charge because we want to make you happy.

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:

a) with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;
b) their Community Mail Box for the item or parcel compartment key;
c) around their property to see if the item was left in a safe location or in a mailbox attached to their home.”

My 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 routeing error and subsequent delay of 1-2 days.

My tracking number does not work. Help!

Your tracking number will be emailed to you before it has been scanned in at the post office. Until it has been scanned in, your tracking number will not be trackable on the Canada Post website. So please wait 24 hours and the tracking should be correct. If it does not, please email [email protected] and we will look into it.

Where do you ship from?

We are located in British Columbia, Canada and we can ship to anywhere in the Country.

Do you ship to outside of Canada?

No. We can only ship to a Canadian address, sorry.

About WhitePalm

We guarantee efficient communication to our members and speedy delivery of orders, without neglecting individual concerns. Details are important to us so we pay attention every last one.

Our goal is to translate this attention to detail into informed, thoughtful and effective service so that you not only come away with the best product but a product that is tailored to your needs and tastes.

We’re proud of the products we offer and we want you to know why. Which is why we offer prompt and meaningful assistance to our members. No matter what your question or concern may be, we will work with you on it until you’ve got your answer.

If you are experiencing issues with an order please report it within 2 business days of it’s arrival. Issues reported later than that will not guarantee replacement or compensation.*

THE BEST LOYALTY POINTS PROGRAM in Canada and this is how it works…

– For every dollar you spend you get 1 loyalty point so, $1 = 1 Point

– You can then redeem 15 points for $1 towards a future purchase with us. The option to apply your points is shown on the Cart page once you have product in there.

– Earn 20 Points for writing a review on our product pages – this has now been increased from 5 points to 20 points!

So let’s do some quick math on that…

You spend $200, you get 200 points …
15 points are worth $1 – so if you were to redeem your 150 points you would get $11.50 off your next order. No one in Canada offers this level of points redemption, but we have your back!

To use your points, when you are just about to check out, hit the “apply discount” button.

*We may contact you by SMS or text for promotions or updates with the provided phone number so please make sure you phone number is correct – you don’t want to miss out on our secret promotions!


How secure is my data on WhitePalm?

We use SSL Encryption. If you look at your browser’s address bar you will notice padlock icon to the left of https://getwhitepalm.co/. This ensures that your info and activity is secured and completely confidential with us. We recommend not sharing any personal info on websites that are not SSL encrypted

Where is my data stored?

We use Sophos. Sophos is a security software and hardware company. Sophos develops products for communication endpoint,encryption, network security, email security and mobile security as well as unified threat management. They protect data and network activity for The Whitehouse and Her Majesty.
All email correspondence is also encrypted with Sophos technology.


Do you keep my data in your system?

Every week after approving members we purge any data stored on our network and transfer it to our backup servers. We do this in the event of a security compromise to ensure your info will not be accessible. Your data is actually safer with us than your local dispensary!



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