FREQUENTLY ASKED QUESTIONS

We’re one of 100+ dispensaries in Vancouver (over 300 in Canada) that are NOT operating under the federally-approved medical marijuana system. To qualify under the federal system, you’ll need to get a doctor’s approval and Health Canada’s permission to purchase from one of the 50+ licensed producers. City Hall and VPD have allowed dispensaries to proliferate so people can safely access medicine, so long as there are no sales to minors or any gang affiliations.

There are about 40 mail order marijuana sites in Vancouver. Vancouver has been shipping weed in the mail since the 90’s and to date, we know of no-one who has ever been charged with receiving pot in the mail.

That being said, there is still a risk on both ends as we are not working with any federal approval.

Very simple! Just go to the My Account section under the Register section, enter your information, upload your id and choose a password.

* You will need to upload your government-issued ID on the Checkout page when placing your first order. Alternatively, you can also email your ID to support@HauteHealth.club for approval.

Here’s a step-by-step guide on placing your order online with Haute Health.

1. Locate the products you are interested in ordering by going to https://HauteHealth.club/shop/.
2. Click on the desired product(s), choose your quantity then click Add to Cart.
3. Every time you add a product to your shopping cart, it will automatically added to your cart.
4. When you have all your products in your shopping cart go to View Cart (https://HauteHealth.club/cart/) by clicking the shopping cart icon on the top right side of the page. When you are ready to checkout, click the Checkout button, and you will be redirected to the Checkout page. https://HauteHealth.club/checkout/
5. In the Checkout page, you will need to login with your email address and password. If this is your first time registering with us, you will need to sign up for an account.
6. Now that you’re logged in, you will need to confirm your shipping information (name, address, email, contact number, order notes) and payment option (Interac E-transfer or Interac Online Payments).
7. If you’ve chosen payment by Interac E-transfer, you will be redirected to an order confirmation page where you will see your order number and instructions on sending an Interac E-transfer. Orders only ship after E-transfer has been received.
8. Once your payment has been collected and your ID has been confirmed, your order will be processed and will ship within 2 business days.

Congrats, you have now placed your order!

We do not accept returns or exchanges and all sales are final.

Please contact us through email, our contact us form or live chat. We will get back to you as soon as possible.

We are available Monday through Friday from 9:00am PST to 5pm PST. All emails received will be answered within 1 business day.

ID’s are required for proof of age (19+). We keep all IDs stored on our server and purge them every quarter. You can choose to upload your ID document during the checkout process on your first order, or email it to us at support@HauteHealth.club

Acceptable forms of identification:

• Driver’s license
• Birth Certificate
• Canadian/foreign passport
• Canadian Citizenship card
• Certificate of Indian Status card
• Permanent Resident card
• Canadian Forces identity card
• Liquor Identification card
• Firearm Acquisition/Firearm Possession card
• Provincial/Territorial Identification card
• Canadian National Institute for the Blind (CNIB) national identification card

We accept the following file formats:

• JPG/GIF/PNG Image

Below are some ways you can convert your ID document into the formats listed above:

1) Camera enabled smart phone:
Snap a photo of your ID using your smart phone, and then email us the attachment from your phone’s email app.

2) Webcam:
Place your ID in front of your computer’s webcam and take a photo of it. Email us the image. If you don’t have webcam software, try: https://manycam.com/

3) Desktop scanner:
Scan your ID into an image file (jpg,png,gif), and email us the image.

4) USB Camera:
Take a picture with your camera, plug the camera into your computer via USB and then email us the image file.

If you need any assistance verifying your age or sending us your ID document, don’t hesitate to email us at support@HauteHealth.club we’re always here to help!

To our brave Canadian Veterans, we thank you for your courage, service and sacrifice by providing a 5% discount off your invoice.
Please email your National Identification Veterans Card, Certificate of Service or similar proof to support@HauteHealth.club. Once approved, we will set you up with your own personal coupon code that can be applied to all future orders.

Payment has NOT been sent

1. Place an entirely new order for the items you want.
2. Email support@HauteHealth.club and request that we cancel your OLD order.
3. Follow the payment instructions to complete your new order.

Payment has been sent

If your order status is Processing or Completed:
Unfortunately we cannot make any changes to the order. It’s too late.

If your order status is On Hold or Pending:
Cancel your pending payment. Place a new order for the items you want, and re-submit payment according to your new payment instructions.

Note: We can edit shipping details anytime before the order is set to Completed. Please contact us immediately if you need to update your destination shipping address.

Note: You can check the status of your order in your My Orders section.

We are in the shop and answering emails 5 days a week (Monday through Friday) from 7 am PST through 3 pm PST.

We are currently only available in Canada and will not ship to other countries.

All information on our loyalty program can be found here: Haute Health Rewards.

Yes! Product images are taken (unless provided by our vendor) with an SLR camera in our mini photo studio. Images are not Photoshopped or enhanced.

Payment is accepted via Interac E-transfer only.

If you use online banking with a Canadian bank* or credit union, then sending an Interac E-transfer takes just a couple of minutes.

Instructions will be provided with your online invoice and orders ship only after E-Transfer have been received. If we receive your payment by 12 pm PST (3 pm EST), your order ships the next business day, or else it ships the following business day.

*Please note: If you bank with Tangerine, you need to call the customer service number prior to sending your e-transfer and confirm you want it to be processed. Once that is done, it can take up to 3 business days for payment to come through for processing. Thank you!

Where do I send the etransfer and what password do I use?

Once you have placed your order, you will receive an email with instructions for the e-transfer. Please make the Security Question as your order # and the Password as amazing Question: ####### (enter your 7 digit order number on this line) Answer: amazing If you have misplaced or lost the email please chat with us or email support@hautehealth.club and we will help you through the process.

All orders that have been paid for are processed and shipped the following business day. If there is a special event or we host a sale, it can take an additional business day to process your order.

Please be patient on tracking as Canada Post does not scan packages until they reach their sorting facility. This can take Canada Post as much as one day (2 days past your order day) to complete. Unfortunately, this is out of our hands and we apologize for the inconvenience.

rders received on Friday will ship the following week as we are closed on the weekend.

* Please note that it can take up to 40 minutes for us to receive your E-transfer.

We currently offer shipping from Canada Post, Purolator, UPS, and FedEx:

We offer Expedited and XpressPost Shipping in Canada for All Orders.

We offer FREE XpressPost Shipping in Canada for All Orders over $150!

We also offer upgraded Canada Post Priority Shipping for All Orders by request.

Expedited Shipping takes approx. 3-8 business days for delivery, depending on your location.

XpressPost Shipping takes approx. 2-5 business days for delivery, depending on your location.

Canada Post Priority Shipping takes approx. 2-4 business days for delivery, depending on your location.

Contact Us for Priority Shipping Rates

Orders ship from the Vancouver, BC area by Canada Post, Purolator, UPS, and FedEx.

*Your delivery is guaranteed (except for residents of Nunavut and Northern Quebec, or if you provided an inaccurate or incomplete address)

All orders will be sent without a Signature Required unless asked for specifically.

*All delivery times are estimates only. We do not refund shipping costs for any delays from shipping providers.

GST/HST is added to your order on the Checkout page.

Once you’ve sent your E-transfer, it can take up to 40 minutes for us to receive an email notifying us of your payment. Your E-transfer will be pending until we collect the E-transfer (when we process your order). Once payment is received, your order will ship within 1 business day. Delivery by Xpresspost will take 2-5 business days once it has shipped.

If you use online banking with a Canadian bank* or credit union, then sending an Interac E-transfer takes just a couple of minutes!

You simply log on and find where it has the Interac E-Transfer option, then you go in and set up a new payee. You would enter the e-mail address that we sent you on your order confirmation and set up your question and answer.

The question should be your order number (enter your order number here) and the password needs to be amazing to make it easy for us to accept.

Question: ####### (enter your 7 digit order number on this line)
Answer: amazing

If you get stuck, you can Google the name of your banking institution + how to send e-transfer and you should find lots of instructions. For information on sending an E-transfer, please contact your bank or https://www.interac.ca/en/interac-e-transfer-consumer.html

*Please note: If you bank with Tangerine, you need to call the customer service number prior to sending your e-transfer and confirm you want it to be processed. Once that is done, it can take up to 3 business days for payment to come through for processing. Thank you!

Once you’ve placed your order, the next step in the process will be to submit an Interac E-transfer. Your order will be kept On Hold till we receive your E-transfer. If we do not receive your payment within 2 days, your order will be canceled.

Yes! Product images are taken (unless provided by our vendor) with an SLR camera in our mini photo studio. Images are not Photoshopped or enhanced.

There are 2 likely scenarios:

1. the postal worker put it in the wrong mailbox, or
2. what often happens is that a postal worker will scan in 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 a trace with the post office. Canada Post will file an investigation which can take 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 unrecoverable, we will send you a 1x replacement free of charge.

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:

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

In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.

If you do not get your package 2 days after the expected arrival date, let us know and we will file a trace with Canada Post.

If a trace is filed, Canada Post will conduct an investigation (which can take 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 unrecoverable, we will send you a 1x replacement package, free of charge.

We do not offer postage refunds if your order arrives late due to any postal issues.

Your order will be discretely packaged and vacuum-sealed to protect and maintain your privacy. We ship from the Vancouver area using Canada Post Xpresspost mailers or nondescript boxes with no indication of what is inside.

Due to the nature of the industry, all orders will be sent with a “Signature Required” unless you specifically opt-out. When you select “Signature not required” as your delivery method, we will not be held liable or reship any packages once your tracking shows as Delivered.

If you’re tracking your package on Canada Post’s website and it has not updated in sometime, 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 2 days after your expected date, let us know so we can file a trace with the post office. If a trace is filed, Canada Post will conduct an investigation (which can take 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 unrecoverable, we will send you a 1x replacement package, free of charge.

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 routing error and subsequent delay of 1-2 days.

All orders and product details are tracked in our system and we record each order before it leaves our building. The value of any confirmed missing items will be credited* on your account to be used on your next purchase.

*Any credit will occur as points on your account, which can be applied to your next order.

Your order will be discretely packaged and vacuum-sealed to protect and maintain your privacy. We ship from the Vancouver area using Canada Post Xpresspost mailers or nondescript boxes with no indication of what is inside.

There are 2 likely scenarios:

the postal worker put it in the wrong mailbox, or
what often happens is that a postal worker will scan in 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 a trace with the post office. Canada Post will file an investigation which can take 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 unrecoverable, we will send you a 1x replacement free of charge.

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:

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

In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.

If you do not get your package 2 days after the expected arrival date, let us know and we will file a trace with Canada Post.

If a trace is filed, Canada Post will conduct an investigation (which can take 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 unrecoverable, we will send you a 1x replacement package, free of charge.

We do not offer postage refunds if your order arrives late due to any postal issues.

Due to the nature of the industry, all orders will be sent with a “Signature Required” unless you specifically opt-out. When you select “Signature is not required” as your delivery method, we will not be held liable or reship any packages once your tracking shows as Delivered.

If you’re tracking your package on Canada Post’s website and it has not updated in sometime, 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 2 days after your expected date, let us know so we can file a trace with the post office. If a trace is filed, Canada Post will conduct an investigation (which can take 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 unrecoverable, we will send you a 1x replacement package, free of charge.

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 routing error and subsequent delay of 1-2 days.

All orders and product details are tracked in our system and we record each order before it leaves our building. The value of any confirmed missing items will be credited* on your account to be used on your next purchase.

*Any credit will occur as points on your account, which can be applied to your next order.

The browser cache stores parts of websites (like images and scripts) so they load faster the next time you visit. Over time, this can cause issues like loading outdated pages or broken formatting. While getting support, our team may ask you to clear your browser cache.  Here’s how:

Google Chrome

1. Click the three dots in the top-right corner

2. Go to More tools > Clear browsing data

3. Choose Time range (e.g., “Last 24 hours” or “All time”)

4. Check Cached images and files

5. Click Clear data

Mozilla Firefox

1. Click the three horizontal lines in the top-right corner

2. Go to Settings > Privacy & Security

3. Under Cookies and Site Data, click Clear Data

4. Check Cached Web Content

5. Click Clear

Microsoft Edge

1. Click the three dots in the top-right corner

2. Go to Settings > Privacy, search, and services

3. Under Clear browsing data, click Choose what to clear

4. Select Cached images and files

5. Click Clear now

Safari (Mac)

1. Click Safari in the top menu

2. Select Preferences > Privacy

3. Click Manage Website Data

4. Click Remove All or select specific sites

5. Confirm by clicking Remove Now

Sometimes when servers experience issues or when the HH website is undergoing a domain change, there can be interruptions in normal services. This is nothing to be concerned about, as website updates, backend tweaks and changes to domains are frequent occurrences in the online sales space. Haute Health shut downs are processed as quickly and efficiently as possible. If it seems like Haute Health is closed, fear not because the HH team is dedicated to delivering the best buds to the best customers – YOU – 24/7, 365 days a year. Always keep your eyes open and your fingers glued to the keyboard for news of Haute Health’s new website, and rest assured that the HH team will always be back to normal services as soon as possible.

When you’re not able to load the Haute Health website, you might start to wonder: what happened to Haute Health?! As previously stated, sometimes Haute Health shut downs occur due to website updates or domain changes. Haute Health isn’t closed when this occurs, it just means that the previously used affix like Hautehealth.online or Haute.health is being switched to Haute Health’s new website which is sure to be faster, higher-performing domain such as Hautehealth.live. The best thing to do when you think that Haute Health is shut down is to google Haute Health and search through the first few pages of links. Alternatively, sign up for our weekly newsletters and be one of the first to know about all the latest & greatest happenings at your favorite online cannabis store: Haute Health.

If you’re ever wondering what happened to Haute Health because you can’t find the current domain on your favorites tab, fear not because this is a common occurrence for many cannabis companies online today. It can happen that Haute Health is shut down briefly to schedule a domain change, a server went offline or some kind of website fix necessitated the support team to cause Haute Health to be closed down for a brief period. This is never meant to be a long process, but complications can occur, so try to be as patient – maybe light up some of the buds you recently bought from HH! – until the support team can reverse the Haute Health shut down as soon as possible. Keep your eyes peeled for Haute Health’s new website being up-and-running within 24 hours, if this ever occurs.

Haute Health’s new website is almost always active within 24 hours of a  scheduled maintenance/shut down. Whenever Haute Health has to initiate a domain change or whenever Haute Health shut downs have to be scheduled, the best place to find out the latest status is on Haute Health social media or to email the support team. If it seems like Haute Health is closed down, try googling “Haute Health” and review the top links – it’s likely a scheduled maintenance or domain change, so no need to worry what happened to Haute Health.

Domain changes are a necessary part of managing a website, and from time-to-time they can cause Haute Health to be closed for a short window. Whenever this happens, the Haute Health team is committed to fulfilling all pending orders as normal, and as soon as the new domain is activated – typically only taking up to a 24 hour period – then everything proceeds as normal. If it ever seems like Haute Health shut down, just search ‘Haute Health new website’ and try the new domain. Alternatively, sign up for our VIP program and get exclusive updates about sales, site changes and everything going on in the world of weed.

Haute Health shut downs can occur whenever the Haute Health domain needs to be updated or switched. Domain switches are common every year or couple of years – some companies switch semi-annually in order to maximize website performance, page speed, etc. Whenever you’re wondering what happened to Haute Health’s site, it’s likely because of a website domain change. Simply search “Haute Health new website” in your search bar or check on all of HH’s social media channels for updates. Domain changes usually take a few hours, up to a 24 hour period at the longest. Haute Health is never closed, we’re always open for your budsness and we aim to provide the highest quality of service, the top shelf selection of weed products, at the absolute dankest prices.