FAQs

Frequently Asked Questions.
Here are some common questions about Mastertokes and our services.

Contact

What’s the best way to reach you?

During business hours, please contact one of our team members by sending us an email!

What are your hours of operation?

We are in the office Monday to Friday, and off on the weekends to spend time with our families! Reach us between 8AM – 8PM EST for the quickest responses.

Registration

What is required to sign up?

Access to our products and services requires that you are 19+, and residing at a Canadian address.

Where do I sign up?

Please visit here and provide a copy of government issued identification (to verify your age) and we can go from there!

How long does it take to get registered?

We do our best to process new registrations within an hour of receipt during business hours, Monday to Friday. Due to an increase in interest, we ask that you follow up no earlier than the following business day, so that we may process registration applications as promptly as possible on a first come first served basis.

Why do you need my identification?

Due to the nature of the product and services we offer, confirming your identity and age using government issued identification is the best way to keep us and you safe. Your ID will never be stored, just reviewed and deleted promptly.

Ordering

How do I order online?

Once your application to register has been approved, you will be issued access to our online menu and ordering platform. At that time, you may shop as you would any other retailer – browse around, make your selections and add to cart!

Where is the menu?

If you are not a registered patient, our menu will not be visible on the website. Once your registration is confirmed, you will be able to access the current menu and available stock.

Will my favourite item be back in stock soon?

We do our best to stock a wide range of products and we know what it’s like to run out of a favourite! Be sure to leave review and comments on the products you enjoy, so we can prioritize accordingly.

How long will my order be held for?

All unpaid orders are held for a maximum of 24 hours before being returned to inventory. Our products are available on a first come first served basis. Feel free to email or chat with us at any time about the status of your order.

Payment

How do I pay for my order?

All orders must be paid using Electronic Money Transfer (Interac e-Transfer) within 24 hours of placing the order request. All details regarding Payee information will be outlined in your order confirmation.

Do you accept Credit Cards or any digital currency?

At this time, we do not accept any Credit Cards or Digital Currency.

What is Auto-Deposit?

In the past year, major Canadian banking institutions have begun offering the option to automatically deposit secured Interac e-Transfers. This means, once you complete a transfer to us, the funds are directly deposited into our account without the need for security questions or verifications. You will receive a notification immediately from your banking institution to confirm the deposit was successful.

Have you accepted my transfer?

In the case that Auto-Deposit is not applicable, your Interac e-Transfer will require a security question and answer at the time of sending. Details will be outlined in your order confirmation – once we have deposited your transfer, you will receive a notification directly from your bank, notifying you of the deposit. We will then send an automated email letting you know that your package is being prepared for delivery.

Shipping

When will my order ship?

All orders placed and paid for by 11AM PST (Pacific Standard Time) will ship the same afternoon, Monday to Friday only. The Post Office does not operate on the weekends, and therefore we do not ship on the weekends. All orders received after 11AM PST on Fridays will ship the following Monday, unless there is a Statutory Holiday.

When will I receive tracking information?

The day your order ships, you will receive your tracking details in the evening – usually between 5:30-6:30PM PST.

How long will it take to get my order?

We ship using Canada Post Xpresspost unless you prefer Priority. During this current climate, Canada Post is no longer guaranteeing any delivery windows. We see most orders delivered within the advertised 2-5 Business Day window.

There’s something wrong with my delivery, what do I do?

Don’t fret! There is almost always a good reason for updates (or lack thereof) with Canada Post. Contact us directly, and we will sort things out!

Other

How do I refer a friend?

Once you are a confirmed patient, you will be able to share a referral code with friends. After they sign up, you will be notified and granted a free shipping coupon for your next order!

Are there any coupon codes or discounts?

We do not have any introductory coupon codes, discounts or promotions. Our product is priced as fairly as possible, to ensure patients have access to quality, affordable medicine. At this time, we do offer a free shipping incentive when you refer a friend, as well as when you purchase over a certain dollar amount.

Can I work with your brand for social media exposure?

We appreciate any and all interest in Mastertokes! As a small company, we have decided to hold off on working with influencers, while we focus on establishing ourselves and providing medicine to patients nationwide. Feel free to message us if you think there’s an opportunity we just can’t miss out on, we’d be happy to chat.

I received an incorrect item(s) in my order, what now?

Oh no! That’s the worst – we do our best, but we are still human! Shoot us an email as soon as you can, and we will get you sorted.

Do you accept returns or exchanges?

Due to the nature of the product and the current climate around COVID-19, it is best practice to not accept returns on consumables. If you have any issue with your product selections, please contact us promptly and document anything you think would be important to share! We want you to be happy with your purchases, and stand by our menu selections 100%. If it’s right, we will make it right.

How is my information stored and protected on your site?

Our site and data practices ensure that the minimal information you give us to become a member is well protected. As mentioned above, we do NOT store your ID information anywhere on the site at any time. We verify the information and then delete the file. All data entered into the site is fully protected by SSL from top to bottom, and the site itself has some of the strongest protection available. Feel secure.

Still need help? Send us a note!

For any other questions, please write us at [email protected]