Inside the Lab:
Your Questions Answered

Once an order is placed, we begin processing it right away. If you need to make changes, please contact our support team as soon as possible and we'll do our best to accommodate your request.

Absolutely. We operate within Canadian regulations and use secure, encrypted payment processing. Your personal information is protected at every step of the ordering process.

With over 30 years of expertise, every product is crafted in-house and tested to Lab Grade standards for purity, potency, and consistency. We never use middlemen — from cultivation to your door, we control the entire process.

Medical cannabis can help with a variety of conditions including chronic pain, anxiety, insomnia, and inflammation. Always consult with a healthcare professional for personalized advice.

We're not a dispensary — we're a producer. Everything is grown, extracted, and packaged in our own BC facility. This means we control quality at every step, offer better prices (no middleman markup), and guarantee full traceability on every product.

We accept Interac e-Transfer, Visa, Mastercard, and American Express for your convenience. E-transfer is our most popular payment method as it's fast and secure.

After placing your order, you'll receive e-Transfer payment details including the recipient email, security question, and answer. Simply send the payment through your banking app, and we'll process your order once it's received — usually within 30 minutes during business hours.

Yes! We offer competitive pricing on larger quantities — the more you buy, the lower the price per gram. Check out our weight options on each product page for automatic bulk pricing, or contact us for custom wholesale orders.

Currently, we only ship within Canada. All orders are shipped via Canada Post with tracking provided.

Most orders are processed within 1-2 business days. Delivery typically takes 2-5 business days depending on your location within Canada. Orders over $250 qualify for free shipping.

We take privacy seriously. All orders are shipped in plain, unmarked packaging with no branding or product descriptions visible on the outside. Your purchase stays between us.

Yes! Once your order ships, you'll receive a tracking number via email. You can also track your order anytime on our Track Order page using your order number and email address.

We stand behind the quality of our products. If you receive a damaged or incorrect item, please contact us within 48 hours of delivery for a resolution. We'll work with you on a replacement, store credit, or refund.

Customer satisfaction is our top priority. If you're not happy with your purchase, reach out to our support team and we'll work with you to make it right — whether that's a replacement, store credit, or refund.

Take photos of the damage immediately and contact our support team within 48 hours. We'll arrange a replacement or refund at no extra cost. Please keep the original packaging for documentation.

You earn 1 Lab Point for every $1 you spend. Points can be redeemed for store credits or exclusive giveaway items like grinders, rolling papers, and VCL merch. You also earn 100 bonus points on your first order and 200 points for every friend you refer.

There are 4 tiers: Apprentice (1x points), Chemist ($500+ spent, 1.25x), Scientist ($2,000+, 1.5x), and Lab Director ($5,000+, 2x). Higher tiers earn points faster on every order.

No, your Lab Points never expire as long as your account is active. Store credits earned from point redemptions also never expire.

Visit your Rewards dashboard or redeem directly at checkout. You can convert points to store credits or claim physical giveaway items from The Stash catalog.

Share your unique referral code with friends. When they place their first order using your code, they get 15% off and you earn 200 Lab Points. Find your referral code in your account dashboard or on the Track Orders page.

Yes! We work with select retailers across Canada. If you're interested in carrying VanCity Labs products, reach out to us through our Contact page with details about your business.

We offer custom extraction and packaging services for qualified businesses. Contact us with your requirements and we'll put together a proposal.