Frequently Asked Questions

Contact Us

How do I get in touch with Customer Care?



Health and Safety

How do I know if your cannabis is safe to consume?

How should I store my cannabis?

How long will my cannabis stay fresh?

Should I consume cannabis while pregnant/breastfeeding?

Who should take special precautions when using cannabis?

Should I mix cannabis with alcohol and tobacco?



Social Responsibility

How do I keep it away from my kids and pets?

Can I share cannabis with minors?

Can I drive high?

 

Purchasing

How much product can I order at one time?

How do I purchase cannabis?

How do I buy Cannabis Online?

 

Shipping

Manitoba shipping policies

How much will shipping cost?

How will my order be shipped?

What is Pineapple Express?

Do I have to be home to receive my order?

 

Shipping for Other Provinces

How much will shipping cost?

How will my order be shipped?

How will my order be packaged?

Do I have to be home to accept my purchase?

 

Do you ship internationally?

What if my product never arrives?

 

Returns & Exchanges

What is your holiday return policy?

What is your return policy for active cannabis products?

What is your return policy for non-cannabis products?

How do I return a product (non-cannabis)?

What’s your exchange policy?

What if a product is damaged?

Can I return a used item?

 

 

 

Contact Us

How do I get in touch with Customer Care?

Our Customer Care team can help! Questions about products, orders, or stores can be answered by reaching out to askbob@tokyosmoke.com or by calling 1-833-518-6595 (6am-Midnight EST).

 

Health and Safety

How do I know if your cannabis is safe to consume?

Don’t you worry. Health Canada conducts several routine quality control checks under the ACMPR to ensure our cannabis is not only top quality, but also safe for consumption.

 

How should I store my cannabis?

The best way to keep your flower fresh is to keep it in a cool, dark, dry place. Light, heat, and moisture will all contribute to a change in the cannabinoids of your cannabis. Dark glass containers protect from harmful UV rays, while letting non-harmful UV rays to penetrate through.

Avoid the following when storing your cannabis:

  • Keeping the cannabis in a plastic bag.
  • Keeping it in a container that is too large for the quantity (that means extra oxygen!).
  • Storing your stash in a sunny place.
  • Storing it in clear glass rather than dark.
  • Storing it in the fridge or freezer. Freezing can make your trichomes break off, which drastically alters your experience, and the fridge is a very cool and dark place but there is often a lot of moisture in a fridge.

 

How long will my cannabis stay fresh?

If you store it as above – sheltering it from light, air, moisture, and high temperatures – your cannabis should stay fresh for around 6 months.

 

Should I consume cannabis while pregnant/breastfeeding?

There is no known safe amount of cannabis to use during pregnancy or when breastfeeding. Cannabis use during pregnancy has been linked to low birth weight, and can harm a child’s brain development. Pregnant and breastfeeding women should not consume cannabis, as it could harm the fetus or baby.

 

Who should take special precautions when using cannabis?

Seniors

Seniors using cannabis must be aware of the increased risk of falling due to impairment, drowsiness and dizziness - side effects with heightened consequences due to their age.

People With Serious Mental Health Concerns

Anyone with a personal history of serious mental health disorders should always discuss cannabis with their healthcare professional before consumption. This includes people with a history of schizophrenia, depression or bipolar disorder. No matter your mental health history, stay in tune and keep track of how cannabis use affects your overall wellness.

Other

Health Canada states that cannabis is contraindicated for anyone with a serious liver, kidney, heart or lung disease.

 

Should I mix cannabis with alcohol and tobacco?

Combining cannabis and alcohol can elevate the felt effects and lead to extreme intoxication, dizziness and nausea. Combining cannabis with alcohol can also increase the risk of vulnerable people experiencing psychotic symptoms. Combining the two further lowers concentration and reaction times.

Tobacco is harmful on its own, and the co-use of tobacco and cannabis has been associated with developing a dependence on either substance, negative mental health outcomes, engagement in other risk-taking behaviours, and increased difficulty stopping cannabis use. There is some evidence that suggests combining tobacco with cannabis can lead to taking up cigarette smoking. In addition, using both substances may also lead to increased health risks compared to using just one or the other, such as the impact on the respiratory system.

 

 

Social Responsibility

How do I keep it away from my kids and pets?

Obviously this depends on how old, crafty and capable your kids and pets are. Consider putting it on a high shelf or repurposing in a safely labelled pill container with a pre-existing child lock. Be especially careful not to leave out any ingestibles or edibles on countertops or places that a curious kid or animal might seek it out.

 

Can I share cannabis with minors?

No. Research shows that using cannabis regularly before the age of 16 can increase the risk of negative health outcomes and could also impact brain development. Distributing cannabis to a minor, can mean significant legal consequences, even for parents/guardians.

The rules and penalties for distributing cannabis to minors are different than those set for alcohol distribution to minors.

 

Can I drive high?

No. Driving while experiencing the psychoactive and intoxicating effects of cannabis containing THC is extremely dangerous. Do not drive after using cannabis, and ensure you are informed about the driving laws in your province. Although the effects of intoxication from cannabis that contains THC may wear off, cannabis stays in your system for some time. It is recommended that individuals who use cannabis refrain from driving (or operating other machinery or mobility devices) for at least six hours after using cannabis. If tested, you could test positive for cannabis content in your body.

 

 

 

Purchasing   

How much product can I order at one time?

Staying in line with possession laws under the Cannabis Act, a guest of the legal age of consumption may purchase up to 30g equivalent of dried flower in one transaction (learn more about how Health Canada defines cannabis equivalency for non-flower forms here). That’s enough, right? If you are purchasing oil or capsules, the equivalence is automatically calculated by our system so you’ll never purchase more than what’s legal. We got you covered.

 

How do I purchase cannabis?

It all depends on where you live! Currently we are selling cannabis online in Manitoba only. Province to province there will be differing regulations about cannabis purchasing; whether through private retailers, province-specific government platforms, online or in-person. Sign up for our newsletter to stay up-to-date on legislative changes and store openings near you. Learn more about provincial cannabis regulations.

 

How do I buy Cannabis Online?

Depends on where you live! Currently we are only selling cannabis online in Manitoba.

 

 

 

Shipping

Manitoba shipping policy  

Tokyo Smoke will only be selling and shipping cannabis within Manitoba.

 

How much will shipping cost?

Free standard shipping by Canada Post is available for all products across Canada. Delivery times are variable. Expedited cannabis shipping is available by Pineapple Express in select regions of Winnipeg and can be selected at checkout. Costs and times are variable and will be displayed at checkout in real time.   

 

How will my order be shipped?

Free standard shipping by Canada Post is available for cannabis and accessories within Manitoba. Delivery times are variable. In-person signature by the purchaser is required for any delivery of cannabis products. Purchaser’s photo ID will be required to verify their identity and that they are of legal age to purchase and consume cannabis (19 years old).

Canada Post will provide tracking information for all orders that are shipped. As soon as your order is shipped, tracking information will be sent to the email address that you provided in your order. Orders shipped via Canada Post will arrive in Canada Post packaging with no cannabis-relevant identifiers.

If Canada Post is unable to successfully deliver your purchase to you, the undelivered package will be held for pickup at a designated Canada Post pick-up location. You will be alerted if this occurs.

Expedited shipping via Pineapple Express is also available (see below)

 

What is Pineapple Express?  

Pineapple Express is a cannabis-focused delivery service that operates within the Winnipeg area. Costs and shipping times for orders are calculated in real time at checkout.

Packages shipped via Pineapple Express will arrive in Tokyo Smoke branded packaging.

If you are not home when Pineapple Express attempts any same day delivery, they will attempt to coordinate with you to deliver again that day. If the second attempt fails, the product will be returned to TS and a refund for the products will be issued.

 

Do I have to be home to receive my order?

Yes! Cannabis and accessories may only be delivered to the individual who placed and purchased the order on the site. You will need to show valid photo ID at the door as proof of age and identity to receive your cannabis and accessories.

 

 

 

Shipping for all other provinces

We are only able to sell and ship cannabis in the province of Manitoba. Outside of Manitoba, we are only able to sell and ship accessories. We currently do not sell or ship anything in Quebec and Nunavut.

 

How much will shipping cost?

Free standard shipping by Canada Post is available for all accessories across Canada. Delivery times are variable.

 

How will my order be shipped?

Orders will be available for free standard shipping by Canada Post. Shipping times may vary. Canada Post will provide tracking information for all orders that are shipped. As soon as your order is shipped, tracking information will be sent to the email address that you provided in your order. If Canada Post is unable to successfully deliver your purchase to an adult of legal age, the undelivered package will be held for pickup at a designated Canada Post pick-up location. You will be alerted if this occurs.

 

How will my order be packaged?

Canada post orders will be delivered in plain Canada Post packaging without any cannabis-relevant identifiers.  

 

Do I have to be home to accept my purchase?

No, you don’t need to be home to accept delivery of your purchase. Someone else living at your delivery address can sign for the package on your behalf, provided they are 19+ years of age. Anyone accepting a delivery will need to provide proof of age using a valid government issued photo ID.

 

Do you ship internationally?

Currently, Tokyo Smoke does not ship products outside of Canada, and we only sell and ship cannabis within Manitoba. We apologize for any inconvenience.

 

What if my product never arrives?

Email askbob@tokyosmoke.com including your order number, name, address and tracking number.

 

 

 

Returns & Exchanges

 

What is your holiday return policy?

All active cannabis products (flower, oils, pre-rolls) are final sale.

To support you through holiday shopping, Tokyo Smoke is extending its Return & Exchange Policy through the holiday season: purchases on all regularly priced, unused, unopened non-cannabis items purchased from November 15 to December 27 can be returned for a full refund or exchanged for store credit at any Tokyo Smoke location through January 6, 2019. In order to receive a full refund, you must have proof of purchase. All discounted or sale items are final sale. We cannot, under any circumstance, accept returns for products that have been used. On December 28, 2018, Tokyo Smoke will return to its standard 10-day return period.

 

What is your return policy for active cannabis products? - Manitoba only

All our active cannabis products (flower, oils, capsules, sprays, pre-rolls) are final sale. Please contact askbob@tokyosmoke.com if you have questions or concerns re: cannabis products.

 

What is your return policy for non-cannabis products?

Tokyo Smoke offers a simple 10-day Return Policy on all regular price orders shipped within Canada (excluding active cannabis products). Send an email to our support team at askbob@tokyosmoke.com including photo proof of the new, unused item. Please include the reason for your return.

    • Proof of purchase is required for a full refund
    • Without proof of purchase, store credit will be offered.
    • Products returned for a refund will incur a 15% restocking fee
    • Products returned for store credit will not incur any restocking fees
    • Returns for products ordered online are not accepted in-store
    • Shipping charges are non-refundable
    • All discounted or sale orders are final sale.
    • We cannot, under any circumstance, accept returns for products that have been used.
    • Please allow for 48hrs for the refund process to be complete.

How do I return a product (non-cannabis)?

  1. Send an email to askbob@tokyosmoke.com  including the reason for your return and photo proof that the product is new and unused. Please indicate if you would like to receive a refund or Tokyo Smoke store credit.
  2. A prepaid shipping label will be created and provided by Tokyo Smoke via email.
  3. Pack the item(s) in the box and packaging that you received, print the shipping label and secure the label to the box. The box can be dropped off at your nearest postal office
  4. A refund or store credit will be issued once the returned item has arrived to the our warehouse.

We reserve the right, at our sole discretion, to reject any return that does not comply with the foregoing requirements.

 

What’s your exchange policy?

All our active cannabis products (flower, oils, capsules, sprays, pre-rolls) are final sale. Exchanges are offered for non-cannabis products that arrive damaged or defective within 30 days of purchase. Only new, unused products will be accepted for exchange.

 

What if a product is damaged?

In the unlikely event that a product arrives broken, damaged or the incorrect product was shipped, please inform Tokyo Smoke within 5 days of delivery in order to receive an exchange.

Please send an email to askbob@tokyosmoke.com  which includes 2 - 3 images of the damaged product. Upon receipt of the returned product, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a replacement as a result of the defect. If you are entitled to a replacement, we will replace the product in a timely manner.

 

Can I return a used item?

Under no circumstance do we accept returns on used items.