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.
Do you deliver outside of Canada?
How to become a member
- 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.
Do you offer any compassion or veteran's discounts?
Who should I contact if I have more questions?
Why do you need a photo of my ID?
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?
Is ordering cannabis online safe?
Please checkout this recent article.
How do I place my first order?
- 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”.
- At the “View Cart” page; you can edit your order, apply coupons and view shipping costs.
- 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?
I haven’t received my package, what do I do?
If you don’t get your package after two days past the expected delivery date, contact us. We can do a trace with Canada Post. If it is stuck in transit status, it has to be over 30 days before it can be deemed loss.
If there’s a trace done, Canada Post will do an investigation which may take 5 business days to finish. If they are able to find the package, they ship it to you and you’ll receive it a few days later. We don’t offer refunds if the package arrives late due to postal issues. Order at your own risk, we are not responsible for any lost or stolen packages if your order is marked as delivered when tracking. Please make sure you provide us with the correct shipping address. We do not return packages that have an incorrect shipping address.
Click here to learn more
Protecting Consumer Interests
- Piece of mail with your name,address, and recent date (printed, not written)
- Utility statement showing your name, shipping and/or billing address, and recent date
- 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)
- Copies of government issued ID
Order Processing Times
Where do we ship to?
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?
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?
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?
Does the the mailperson have access to my mail box?
What if my shipment is delayed?
My package is going to the wrong destination.
How do I change my address?
Why isn't my tracking number registered?
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 Canada 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.
Missing or Lost Packages
We ship to any Canadian address. If your package is lost by Canada Post, we will provide you with a one-time replacement package, free of charge (excluding shipments to Nunavut and Northern Quebec).
Paying for your order
E-Transfer via Interac guide
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?
Note: Free shipping for all orders above $149.
What payment methods do you accept?
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
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 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?
Are those product photos real?
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?
Products like hash, shatter, budder/wax, kief & oils are considered to be concentrates.
What is the difference between shatter & budder?
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.
How will my order be packaged?
Privacy and Security
Is my information secure?
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.
How can I get my products listed Birch + Fog?
You can also reach our product team by emailing [email protected]