The Crystal Cloud 9 team is happy to help answer any questions you may have regarding membership, ordering, payments, shipping and damaged/defective products or any other inquiries you may have.

We provide the most FAQ (frequently asked questions) to assist you. However, if you can’t find the answer you are looking for, please reach out to us via email at [email protected] we are happy to help you!


How do I become a member?

Becoming a member of Crystal Cloud 9 is free and straightforward in 5 easy steps!

  1. Register to our website here. Enter your desired username, email address and password. You are now a member and will be automatically logged into our website. We also send you an automated email with your login details (check your junk box). You are now ready to shop and instantly earn points on each dollar spent!
  2. Shop our website and add the items to your cart. We have a vast selection of cannabis strains and products. Feel free to reach out to us if you need any assistance.
  3. After adding the items to your cart, go to the checkout page and place your order.
  4. Send your payment using Interac e-Transfer.
  5. Within 24 business hours, you will receive a confirmation email with a tracking link.
Why am I not receiving the confirmation email?

Due to security settings, our emails may end up in your junk and spam folders. To ensure that you receive our emails in your regular inbox, you may need to whitelist our website and email.

See the simple tutorial on how to whitelist on Gmail through this link or on Outlook through this link.


How do I place an order? ($99 minimum excluding shipping cost)

We provide a simple step-by-step guide on how to place your order with Crystal Cloud 9.

  1. After you log in to your account,  browse for the products you want in our shop and add them to your cart.
  2. You can edit your cart, apply a coupon, redeem points, and choose a shipping option on the “View Cart” page.
  3. When you are ready to checkout, click on the “Proceed to Checkout” button.

New Customers: At the “Checkout” page, fill in your shipping name, shipping address, contact phone number and valid email address.

Existing Customers: Double-check the auto-filled information to ensure that the shipping address and email address are correct.

NOTE: Always check that your shipping address is correct. After your order has shipped, we cannot change your shipping address, and there may be issues with Canada Post delivering your package.

After you have entered and reviewed the information, click on the”Place Order” button.

  1. At the checkout confirmation page, you will see your invoice with the order number and payment instructions. We also send your invoice via email with payment instructions.
  2. Carefully follow the instructions to send your payment to us by Interac e-Transfer. (The Interac system can take up to 3 hours to direct your payment to us)
  3. Once we accept your payment, you will receive an email informing you that we have received your payment and that your order is ready to be packaged for delivery. (If we receive your payment before 9 AM PST, we will ship your order the same day!)
  4. After we prepare your order, you will receive an email with your tracking link. Please allow up to 24-48 hours for your tracking number to update on Canada Post’s website.
How do I edit or cancel my order?

You cannot edit an order after you place it, e.g., products, shipping address, and coupons. Please make a new order and email [email protected], including your old order number in the subject line and a request to cancel it in the body of the email.

NOTE: we cancel all pending orders without payment after three days.

Can I pick up my order?

We only have an e-commerce website and do not have a physical storefront location to pick up orders.

Payments and Fees

What payment methods do you accept?

We accept secure Interac e-Transfer.

How do I make a payment?

On the Checkout Confirmation page, we provide you with Interac e-Transfer payment instructions and an invoice by email containing these details. Please follow the payment directions carefully and do not include any special requests or weed-related terms in your e-Transfer payment. If done incorrectly, we will not be able to accept your payment.

Visit this link to see the instructions on how to send a secure Interac e-Transfer.

I have sent my payment; why is my order still on hold?

If your order remains on hold for an extended period, it may not have come through on our end. Contact us at [email protected], including your order number in the subject line and the full name registered to the bank account address for your payment.

Do you charge additional taxes?

No, GST/HST is included in our product prices.

Shipping, Tracking and Delivery

Do you ship outside of Canada?

At this time, we only provide our service within Canada.

How is my order packaged?

We package all orders in vacuum-sealed odour proof bags. We guarantee maximum privacy and protection with no indication of what is inside.

When will my order ship?

If we receive your payment before 8:30PM PST, we will ship your order the next day!

* Please be advised our team must process the payment to move it into the processing state for shipment the same day. The Interac system can take up to 3 hours to direct your payment to the provided email address. We advise sending your payment early to avoid missing the 8:30 PM PST deadline.

Canada Post operates Monday to Friday only, so we do not ship packages out on weekends. Feel free to make an order and pay, as we will still be processing orders through the weekend.


Where can I find my tracking number?

We will send your tracking number via e-mail once we prepare your order. Please allow up to 24 business hours for your tracking to update on Canada Post’s website.

What are the shipping methods and fees?

Shipping is free for orders $140 and over. For orders $139 and under we offer a $20 flat rate shipping Canada-wide.

We ship all orders via Canada Post Xpresspost with tracking provided.

How long does delivery take?

Under normal circumstances, it takes up to 2-4 business days to deliver packages to most Canadian locations with Xpresspost. If you live in a “Non-Major Urban Centre,” delivery may take up to a few more business days. If you live in “Northern Regions and Remote Centres,” delivery may take up to 6 to 9 business days.

NOTE: Additional delays may occur due to uncontrollable factors such as:

  • Holidays
  • A surge in delivery volumes
  • Roadblocks and events
  • Extreme weather conditions
What happens if I don't receive my package?

*We are not responsible for delivery issues due to incomplete/incorrect shipping addresses provided. We will not be able to re-ship your order because we do not receive the package back to us.

If you have not received your package after three business days past the expected delivery date, please get in touch with us at [email protected]. We will open a ticket with Canada Post, which may take approximately two to three weeks to complete..


It has been 24 hours. How come my tracking has not updated on Canada Post's website?

Here are a couple of reasons why your tracking is not updating on Canada Post’s website:

  • In some cases, a scan is missed at its first destination. The tracking information is traceable on Canada Post’s website when it is scanned at its next destination. Please allow an additional two business days to update and contact us via e-mail at [email protected] if you do not see an update.
  • There is a glitch on Canada Post’s online tracking system, and your tracking information will not update. Please rest assured that your package is en route to you and will take the usual amount of time to be delivered. However, you will not be able to track its location due to the glitch.
Why does my tracking indicate that my package is travelling to another location?

If you’re tracking your package on Canada Post and it’s in the wrong city, it’s most likely due to human error at Canada Post.

Human errors occasionally happen as postal codes are manually entered by the post office. They may have entered it wrong and off by a digit/letter, which can cause a routing error and a delay of 1-3 business days.

If you do not receive your shipment after 5 business days, don’t hesitate to contact us at [email protected], and we will contact Canada Post to trace the package.

What about shipping to Nunavut, Northern Quebec and Northwest Territories?

Unfortunately, due to a higher percentage of postal theft in these provinces, we cannot offer delivery guarantees if you live in these areas. Please be advised that you will be ordering at your own risk.

Defective or Damaged Products and Complaints

What should I do if I am missing a product or I received the wrong product?

We will try our very best to solve your issue as quickly as possible. Please e-mail us at [email protected] within 48 hours after the delivery date, providing the details below:

  • Your order number
  • Description of what product(s) are missing and the product(s) you received
  • A clear picture or video of the whole order that you received
What if I received a damaged or defective product?

Please e-mail us at [email protected] within 48 hours after the delivery date, providing the details below:

  • Your order number
  • Details of the damaged or defective product
  • A clear picture or video of the damaged or defective product

If we cannot resolve the issue with troubleshooting, we will offer you a free replacement on your next order with us or credit to your account for the product amount.

What if I am not satisfied with the quality of the product?

Here at Crystal Cloud 9, we take pride in offering you the best quality of products. If you feel unhappy with the product(s) you received, please e-mail us at [email protected] within 14 days after the delivery date with the details below:

  • Order number associated with the product
  • Description of the product that you are not satisfied with
  • A clear picture or video of the damaged or defective product

NOTE: Due to our business nature, we cannot offer returns or exchanges, and almost all sales are final. 

Customer Reviews

Where can I find reviews from previous customers?

At Crystal Cloud 9, we appreciate all of the feedback and reviews from our customers. It lets us know how we are doing and if there are areas we need to improve on. Our goal is to provide you with the best online experience possible.

You can see previous customer reviews on our Review Page.

Here you will find reviews from our customers on Google as well Trustpilot. The reviews from these websites come from verified customers who have made purchases at Crystal Cloud 9 in the past.