FAQ / Frequently Asked Questions

FAQ/Frequently Asked Questions

We have gathered up the most common questions that come to us about our service, and provided answers below in our FAQ. This page gets added to as new questions come up. Please, if you can’t find the answer to what you are looking for, contact us and a member of our team through the chat in the bottom right corner, or by emailing [email protected]

By far, our most popular question is “Are you able to deliver your products outside of Canada”. Unfortunately, we can not at this time. See below for more information regarding this.

Membership Questions

Do you deliver outside of Canada?

Unfortunately, at this time, we can not legally offer our products for sale outside of Canada. However, if you are VISITING Canada, we have been able to make this happen for our customers. Get in contact with us, we will come up with a solution for your Canadian vacation!

How to become a member

Signing up with Birch + Fog is easy, just follow these these simple steps.

  • Create a profile by entering your Name, Email and Password.
  • Upload a clear and legible image of your government issued ID. Examples include: Driver’s License, Citizenship Card or Passport (must be 18+ to join). The image format must be either GIF, JPG or PNG

We aim to approve all memberships within 30 minutes during business hours (6 am to 6 pm Pacific, Monday to Friday). Outside business hours, please expect a delay in your account approval.

Join us today!

Do you offer any compassion or veteran's discounts?

Yes, we offer a 7% discount for Veterans and Medical members. However, you would need to provide us with a photo of your MMPR/MMAR license. Get in contact with us and we’ll help you out.

Who should I contact if I have more questions?

You can chat with our friendly and knowledgeable staff by clicking the chat button on the bottom right of the screen. We are available Monday to Friday from 6 am to 6 pm PST. You can also reach us at [email protected]

Why do you need a photo of my ID?

When legalization is passed prior to July of 2018, all purchases will require photo identification. By collecting your ID upon registration, customers will not be interrupted when the legalization is passed.

At Birch + Fog, we are committed to ensuring that your personal data is protected from the moment you upload it. We use industry standard security protocols and practices to provide the most secure, and reliable protection of your data. All supplied sensitive information such as name, email, and photo ID is transmitted via a Secure Socket Layer (SSL) which is then encrypted, and stored in our secure data warehouse. Those authorized with special access to such systems are legally required to keep this information confidential.

How old must I be to join your site?

You must be 18 years of age or older to register as a member of our site.

Ordering Products

Is ordering cannabis online safe?

There are numerous Mail Order dispensaries in British Columbia with some dating as far back as the 90’s. Although these establishments are not yet considered legal, the Canadian government has decided to let them operate in peace.

Please checkout this recent article.

How do I place my first order?

Here’s a step-by-step guide in placing your order online with Birch + Fog:

  1. 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”.
  2. At the “View Cart” page; you can edit your order, apply coupons and view shipping costs.
  3. When you complete the “Checkout”, you will receive an order confirmation showing the status of your order. You will also receive the Interac e-Transfer instructions, should you choose this method of payment.

How to edit/cancel an order?

When you are logged in, go to My Account and choose the Orders tab.

Protecting Consumer Interests
Due to the nature of online purchases, online companies and retailers tend to experience a higher frequency of fraudulent charges. As a result of this unfortunate circumstance, our payment processor may flag your purchase for additional review. Should you find yourself flagged for review, have no fear! Simply provide our Experience Concierges with two pieces of ID and address verification including, but not limited to, the following:
  1. Piece of mail with your name,address, and recent date (printed, not written)
  2. Utility statement showing your name, shipping and/or billing address, and recent date
  3. Credit card statement that matches the credit card used with your name, shipping and/or billing address, and recent date (we recommend that you cover/blur other information)
  4. Copies of government issued ID
If you possess an official or authorized document that is not on the list, great! Bring it up with our Experience Concierges for review and you’ll be well on your way. Our intent with this additional check is to protect our customers and the general public from potential fraud and/or unintended purchases. Together, we can ensure everyone has a safe online shopping experience.
Alternatively, you may opt to move forward with an e-transfer. Choosing to do so would require no additional steps – simply return to the check-out screen and select the e-transfer option to continue with your purchase and experience more of the moments that matter. It’s that easy!
Shipping Questions

Where do we ship to?

We ship orders to our customers who reside within Canada.

Unfortunately, we experience a much higher percentage of postal thefts when shipping to Northern Quebec and Nunavut. Due to the nature of mail handling in the region, we may not be able to replace your order. We unfortunately cannot offer any delivery insurance or guarantees and you will be ordering at your own risk.

 

What are the shipping fees?

Free shipping for all orders above $149 or a flat rate of $15 for orders under $149 across Canada. orders to B.C., Alberta, Saskatchewan and Maintoba typically take 1 – 3 business days. Anywhere east of Manitoba tends to take 2 – 5 business days.

If you live outside a city center, please expect delays.

Please note: The $149 total is after all applicable discounts and before taxes.

Which couriers does Birch + Fog use to ship your products?

All orders are shipped via Canada Post Xpresspost. A tracking link, which you can find in My Account under “Orders” will be emailed to you once your order has shipped.

Note: When tracking your package please look for the status “Item out for delivery” indicating that the package has left the sorting facility and is on its way to your location. Please allow the following times for your order:

Regional: 1-3 Business Days* (BC, Alberta, Saskatchewan, Manitoba)

National: 2-5 Business Days* (All other regions of Canada)

 *Please note that these are estimates. Birch + Fog is not responsible for delays caused by the courier.

How do you package my product?

Our advanced shipping methods ensure your security and privacy. All orders will be discreetly packaged with no mentions of the name Birch + Fog anywhere on the outside of the order. The products are packaged in smell-proof bags and vacuum sealed.

Does the the mailperson have access to my mail box?

Yes, Canada Post has access to all mailboxes. You are not required to be there when the package is delivered. Canada Post will leave the package in your mailbox.

What if my shipment is delayed?

If you’re tracking your package on the Canada Post’s website and it has not updated, 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 two days after your expected date, let us know so we can file a trace with Canada Post.

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 postal codes are often manually entered by the postal office and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days.

How do I change my address?

To change your address, please go to My Account and you can change your address under Shipping Info.

Why isn't my tracking number registered?

Often we will email you the tracking number prior to the package scan at the post office. Until your package has been scanned in, your tracking information will not be available for tracking on the Canada Post website. Please allow up to 24 hours for the tracking information to be available.

Why does my package require a signature?

 

In order to protect both the interests of Birch + Fog and our customers, we send all shipments via Canad Post Xpresspost and request a signature from you upon delivery of the parcel. If you are not home at the time of delivery, Canada Post will leave a delivery notice and you can pick up your parcel from the nearest authorized Post Office.

Should you not require a signature for your shipment, for whatever reason, please indicate in the order notes field during checkout.

*Please Note: Should you request your package not require a signature upon delivery, Birch + Fog will not be held responsible for any lost or damaged packages, and no refunds will be issued.

Paying for your order

E-Transfer via Interac guide

What you will need to send us an e-transfer:

Recipient Name: Birch + Fog Recipient Email: [email protected]

Security Question: Set the security question to ‘Your Order Number’ Security Answer: Set the security answer to the one your order provides


Is there a minimum order?

No, there is no minimum order. At Birch + Fog, we leave that choice to you.

Note: Free shipping for all orders above $149.

What payment methods do you accept?

To pay for your order, Birch + Fog provides 2 payment methods for your convenience:

E-Transfer: Sending an e-Transfer is secure, reliable and it only takes a couple of minutes. If you are new to Interac, please click here.

Payment: Birch+ Fog is proud to provide Credit Card processing. During your check-out, you will be prompted to enter your credit card details to complete your payment.

How to send an Interac e-Transfer

If you use online banking with a Canadian bank or credit union, then sending an Interac eTransfer just takes a couple minutes.

Search “your bank name” + Interac e-Transfer and you should easily find instructions on how to send an e-Transfer with your financial institution.

What happens after payment is sent?

Once you’ve sent the e-Transfer, it could take up to a 2 hours for us to receive an email notification of your payment (depending on financial institution). The status of your order will be ‘On Hold’ until payment is received.

Once your order has been paid, our team will then begin packaging your order. You will receive an email update when your order moves from “On Hold” to processing.

How long do I have to send my payment?

Your order will be kept ‘On Hold’ for 24 hours. If payment is not received within the 24 hour period, your order will be cancelled.

Product Information

Are those product photos real?

You bet! All of our product photos are taken at by us, internally in our in-house studio with no colour enhancement. And for extra fun, we change them out once in a while. Due to the nature of our products, some product may arrive looking different than the product photos.

What is the difference between Indica and Sativa?

Today, it is widely accepted that cannabis has two different species: Indica and Sativa. Crossbreeding of the two types has led to a wide variety of hybrid strains with unique characteristics.

Indica dominant strains have more of a physical effective on the body are more suitable for night-time smoking.

Benefits of Indica:

  • Relieves body pain
  • Relaxes muscles
  • Relieves spasms, reduces seizures
  • Relieves headaches and migraines
  • Relieves anxiety or stress

Sativa dominant strains tend to have an uplifting, energetic and “cerebral” effect that is best suited for daytime smoking.

Benefits of Sativa:

  • Feelings of well-being and at-ease
  • Uplifting and cerebral thoughts
  • Stimulates and energizes
  • Increases focus and creativity
  • Fights depression

What are concentrates?

Cannabis concentrates refers to products that are produced with flower using an extraction method to obtain an end result of a final product with concentrated levels of cannabinoids (THC & CBD)

Products like hash, shatter, budder/wax, kief & oils are considered to be concentrates.

What is the difference between shatter & budder?

Shatter & budder are two types of cannabis concentrates that are made through the process of extraction to produce a final product with concentrated levels of cannabinoids (THC & CBD).

Shatter refers to the golden-amber translucent oils that are created when the dried cannabis flowers are extracted by a solvent. Afterwards, the solvent is evaporated and what remains (the plant’s resins) is classified as shatter.

Budder refers to the softer, opaque oils that have lost their transparency after extraction. Unlike those of transparent oils, the molecules of cannabis wax crystallize as a result of agitation. Light can’t travel through irregular molecular densities, and that refraction leaves us with a solid, non-transparent oil.

Packaging Information

How will my order be packaged?

Our advanced shipping methods ensure your security and privacy. All orders will be discreetly packaged with no mentions of the name Birch + Fog anywhere on the outside or inside of the order. The products are packaged in smell-proof bags and vacuum sealed.
Privacy and Security

Is my information secure?

At Birch + Fog, protection of your data is our top priority. To ensure that your data is protected we do the following:

Credit Cards: During the payment process, all of your data is handled by our payment processor. Birch + Fog does not store any of your credit card information.

Identification: When you upload your ID as part of the registration process it is immediately transferred from our website, directly into our secure database. All employees responsible for approving accounts, are required to keep this information confidential.

We do not share your information with any other third party company.

Vendors

How can I get my products listed Birch + Fog?

We are always looking to accept new vendors to Birch + Fog who are able to provide premium cannabis products to our client base. Please contact us by clicking the chat icon in the bottom right corner of our website if you are interested in listing your products on Birch + Fog!

You can also reach our product team by emailing [email protected]