Frequently Asked Questions — Haute Health

🛒 Ordering

How do I place an order? Browse our shop, add items to your cart, and proceed to checkout. Once your order is placed you’ll receive an email confirmation with payment instructions. Your order will be processed as soon as payment is received and your ID has been verified.

What is the minimum order amount? There is no minimum order, however orders of $200 or more qualify for free shipping and bonus gifts.

Can I change or cancel my order after placing it? It depends on your order status. If your order is On Hold or Pending, you can cancel your pending payment, place a new order, and re-submit payment. If your order status is Processing or Completed, we are unable to make changes. Note: we can update your shipping address at any time before the order is marked Completed — contact us immediately if you need to change it.

Do you ship outside of Canada? No. We are currently only available within Canada and do not ship internationally.

💳 Payment

What payment methods do you accept? We accept Interac E-Transfer only. Instructions are provided in your order confirmation email. A 5% tax applies to all e-transfer payments.

How do I send the e-transfer? Once you place your order, you’ll receive an email with the recipient address. Set the security question and answer as follows:

  • Question: Your 7-digit order number (e.g. ####### )
  • Answer: amazing

If you’ve lost the email, contact us via live chat or email and we’ll resend the details.

When does my order ship after payment? If we receive your payment by 12:00 pm PST (3:00 pm EST), your order ships the next business day. Payments received after 12:00 pm PST ship the following business day.

I bank with Tangerine — anything I should know? Yes. Call Tangerine’s customer service number before sending your e-transfer and confirm you want it processed. Their transfers can take up to 3 business days to come through.

🚚 Shipping

How long does delivery take? Delivery times depend on your location:

  • Standard shipping: 3–5 business days
  • Express shipping: 1–2 business days

How much does shipping cost? Shipping is free on orders of $200 or more. Orders below that threshold are subject to a standard shipping fee.

How is my order packaged? All orders are shipped in unmarked, discreet packaging with no indication of contents. We use odourless packaging to ensure complete privacy.

Which courier do you use? We ship via Canada Post, Purolator, UPS, or FedEx depending on your location and the shipping method selected.

Is my package guaranteed? Yes. We offer guaranteed shipping with 100% consistency on every order sent via Canada Post Priority Mail or Xpresspost.

🪪 Age Verification & ID

What is the minimum age to order? You must be 19 years of age or older to purchase from Haute Health. This is the federal standard, though some provinces differ (e.g. Alberta requires 18+).

How do I submit my ID? You can upload your ID during the checkout process on your first order, or email it directly to [email protected]. The easiest method is to snap a photo with your smartphone and email it as an attachment.

How is my ID stored? Your ID is stored securely on our server and purged every quarter. We take your privacy seriously.

📦 Products

What products do you carry? We stock a wide range of cannabis products including:

  • Cannabis Flowers (by the gram, ounce, or pound)
  • Pre-Rolls
  • Concentrates (shatter, hash, oils)
  • Edibles (gummies, chocolates, and more)
  • Vapes & Extracts
  • CBD Products
  • Wholesale & Bulk options

Are your products tested for quality? Yes. Every product is thoroughly tested and quality-checked before it appears on our store. We source exclusively from Canada’s top cultivators and producers.

Do you have wholesale or bulk options? Yes. We offer wholesale pricing for bulk purchases. Visit our Wholesale section for pricing and options.

🔄 Returns & Refunds

Do you accept returns? We do not accept returns or exchanges. All sales are final. If you have an issue with your order, please contact our support team and we will do our best to make it right.

🎁 Rewards & Promotions

Do you have a loyalty program? Yes! Haute Health members earn up to 2% back in credits on every purchase, plus bonus rewards for referring friends, leaving product reviews, and sharing on social media.

Is there a new customer offer? Yes. New customers receive a special discount for their first 7 days, plus a bonus gift bag on their first order and a free giant weed gummy. Sign up to claim the offer before it expires.

How do I refer a friend? Log into your account and visit the Refer Friends section. Your friend gets a discount on their first order and you earn reward credits when they complete a purchase.

📞 Customer Support

How do I contact you? You can reach us through:

  • Email: [email protected]
  • Live chat: click the green chat icon at the bottom right of any page
  • Contact form: available on our Contact page

What are your support hours? Our team is available Monday to Friday, 9:00 am – 5:00 pm PST. All emails are answered within 1 business day.

Do you have a phone number? We do not offer phone support. Please use email, live chat, or the contact form — we respond quickly and are happy to help.

Still have questions? Email us at [email protected] and we’ll get back to you within one business day.