CANNARA BIOTECH (QUEBEC) INC.
Medical Program – Shipping Policy
Effective Date: July 15, 2026
Last Updated: July 15, 2026
This Shipping Policy describes the processing, shipment and delivery of medical cannabis products ordered from Cannara Biotech (Québec) Inc. (“Cannara”) through https://medical.cannara.ca (the“Site”). This Shipping Policy forms part of Cannara’s Medical Program Terms and Conditions. Capitalized terms not defined in this Shipping Policy have the meanings given to them in the Terms and Conditions.
1. Shipping Destinations
Cannara ships medical cannabis products only within Canada and only to a shipping address authorized under the Cannabis Act, the Cannabis Regulations and other applicable law. Unless otherwise permitted by applicable law, products will be shipped only to the shipping address specified in the patient’s registration document. Cannara cannot process or ship an order to an address outside Canada or to an address that is not authorized in connection with the patient’s registration. Cannara may be unable to ship to certain remote areas, post office boxes or other locations that are not serviced by Cannara’s selected carrier or that cannot satisfy applicable delivery requirements. Any applicable restrictions will be disclosed during checkout or communicated to the patient before shipment. Where permitted under the Cannabis Regulations, the shipping address specified in the patient’s registration document may be the business address of the healthcare practitioner who issued the patient’s medical document. Cannara will ship to that address only where the practitioner has provided the signed and dated consent required by the Cannabis Regulations and that consent has not been withdrawn. The Regulations permit this where the practitioner who issued the medical document signs and dates a statement consenting to receive cannabis products on the patient’s behalf. The option does not extend to cannabis plants or cannabis plant seeds.
2. Order Processing
Orders are processed from Monday to Friday, excluding statutory holidays observed by Cannara.
Orders received before 12:00 p.m. Eastern Time will typically be processed on the same business day, provided that:
Orders received before 12:00 p.m. Eastern Time will typically be processed on the same business day, provided that:
- payment has been successfully authorized or received;
- the patient’s registration remains valid;
- all required information and documentation have been received and verified;
- the order complies with the patient’s authorized quantity and all applicable regulatory limits;
and
- the products ordered are available.
Orders received after 12:00 p.m. Eastern Time, or on a weekend or statutory holiday, will typically be processed on the next business day. During periods of increased order volume, product launches or unforeseen operational circumstances, processing may require up to one additional business day. Processing times are estimates only and do not include carrier transit time. An order is not considered shipped until Cannara has provided a shipment-confirmation email.
3. Shipping Carriers and Methods
Cannara currently uses Purolator and may use another reputable Canadian carrier selected by Cannara where appropriate. Available shipping methods may vary based on the delivery destination, carrier service availability, package contents and applicable legal or regulatory requirements. Cannara may select or change the carrier or shipping method at their sole discretion, provided that doing so does not materially increase the shipping charge payable by the patient without the patient’s consent. Cannara does not guarantee that a particular carrier or service level will be available for every order or destination.
4. Shipping Charges
Shipping charges are calculated during checkout and may be based on:
- the delivery destination;
- the total value of any given order;
- the size and weight of the shipment;
- the selected or available shipping service; and
- any additional carrier charges applicable to the destination.
All applicable shipping charges will be disclosed before the patient completes the order.
Any free-shipping offer or other shipping promotion for which an order qualifies will be applied during checkout in accordance with the terms of the applicable promotion.
Any free-shipping offer or other shipping promotion for which an order qualifies will be applied during checkout in accordance with the terms of the applicable promotion.
5. Estimated Delivery Times
Estimated delivery times begin when the order has been shipped and accepted by the carrier. They do not include order-processing time. The following delivery estimates generally apply:
| Province or Region | Estimated Delivery Time |
|---|---|
| Quebec |
1–2 business days
|
|
Ontario
|
1–3 business days |
| Atlantic Canada | 2–5 business days |
| Manitoba and Saskatchewan | 2–5 business days |
| Alberta | 3–5 business days |
| British Columbia | 3–6 business days |
| Northern Territories | 5–10 business days |
Delivery times are estimates only and are not guaranteed. Actual delivery times may vary depending on the delivery location, carrier operations, weather, service interruptions and other circumstances beyond Cannara’s reasonable control.
6. Shipment Confirmation and Tracking
Once an order has been shipped, an email will typically be sent to the email address associated with the patient’s account. The email will generally include:
Once an order has been shipped, an email will typically be sent to the email address associated with the patient’s account. The email will generally include:
- the order or shipment number;
- the name of the carrier; and
- a shipment-tracking number or link, where available.
Tracking information may not become available on the carrier’s website immediately and may require several hours to update after the shipment-confirmation email is sent. The patient is responsible for monitoring the tracking information and making reasonable arrangements to receive the shipment.
7. Delivery Requirements
Medical cannabis shipments are subject to the delivery procedures imposed by the selected carrier and any requirements of applicable law.
Depending on the carrier, service and delivery destination:
- a signature may be required;
- the person accepting the shipment may be required to present valid government-issued identification;
- an adult may be required to accept the shipment where required by the carrier or applicable law; and
- the carrier may refuse to leave the shipment unattended.
Where the patient has a named responsible adult under the Cannabis Regulations, that adult may receive or possess the shipment for the patient where permitted by applicable law and the carrier’s delivery procedures. Cannara cannot guarantee that a carrier will leave a shipment at a particular location, follow special delivery instructions or deliver a shipment without a signature or identification. Where the authorized shipping address is the address of the healthcare practitioner who issued the patient’s medical document, the practitioner may receive the shipment on the patient’s behalf in accordance with the Cannabis Regulations.
8. Accuracy of Shipping Information
Patients and, where applicable, named responsible adults are responsible for ensuring that the shipping information provided to Cannara is complete, accurate and consistent with the applicable patient registration. Cannara may be unable to change a shipping address after an order has entered processing or has been transferred to the carrier. If an error is identified, the patient should contact Cannara Medical Patient Services immediately at medical.support@cannara.ca. Cannara will use reasonable efforts to correct the information before shipment but cannot guarantee that a correction will be possible.
Cannara may recover from patients reasonable additional carrier or reshipping charges resulting from:
- an incorrect or incomplete address supplied by the patient;
- a failure to provide required address information;
- a request to redirect a shipment after processing has begun; or
- a failure to update Cannara regarding a change to the authorized shipping address.
No additional charge will be imposed to the extent that the delivery issue resulted from an error by Cannara.
9. Failed Delivery Attempts and Returned Shipments
A carrier may return a shipment to Cannara where:
- no eligible person is available to accept the shipment;
- a required signature or identification cannot be obtained;
- the carrier cannot access or locate the delivery address;
- the address is incorrect or incomplete;
- the recipient refuses the shipment; or
- the shipment remains unclaimed at a carrier location beyond the applicable holding period.
If a shipment is returned, Cannara will contact the patient to determine whether the shipment may lawfully and safely be reshipped. Reasonable additional shipping charges may apply where the failed delivery resulted from incorrect information supplied by the patient, the patient’s failure to make appropriate delivery arrangements, refusal of the shipment or failure to retrieve the shipment within the carrier’s holding period. Cannara may require payment of applicable reshipping charges before sending the shipment again. Reshipment remains subject to product-integrity, regulatory and operational considerations. Where a product cannot safely or lawfully be reshipped, Cannara will address the order in accordance with its Refund and Return Policy and applicable law.
10. Delayed Shipments
A shipment may be delayed by circumstances including:
- severe weather;
- transportation or infrastructure disruptions;
- labour disputes;
- natural disasters;
- public emergencies;
- government actions or restrictions;
- carrier capacity constraints or operational delays;
- peak holiday periods; or
- other circumstances beyond Cannara’s reasonable control.
Cannara will use commercially reasonable efforts to provide available information concerning a material delay but may not be able to control or resolve delays occurring after the shipment has been transferred to the carrier. A delay does not automatically mean that a shipment is lost. Patients should continue to monitor the carrier’s tracking information and contact Cannara if the shipment has not arrived within a reasonable period after the estimated delivery date. Nothing in this Shipping Policy limits any right or remedy that cannot lawfully be excluded under applicable consumer-protection legislation.
11. Lost Shipments
A patient who believes that a shipment has been lost must notify Cannara Medical Patient Services at medical.support@cannara.ca within seven (7) calendar days after the estimated delivery date shown in the shipment-confirmation email or carrier tracking information.
The notice should include:
- the patient’s name;
- the order number;
- the tracking number;
- the delivery address; and
- a description of the circumstances.
Cannara may ask the patient to confirm that the shipment was not received, verify the delivery address, check with other members of the household or building management, and provide information reasonably required for Cannara or the carrier to investigate.
Cannara will work with the carrier to investigate the shipment. Depending on the outcome of the investigation and the requirements of applicable law, Cannara may replace the shipment, issue a refund or provide another appropriate remedy.
Cannara will not deny an otherwise valid claim solely because notice was provided after the seven-day period where doing so would be prohibited by applicable law. However, delayed notice may make it more difficult to complete a carrier investigation.
Cannara will work with the carrier to investigate the shipment. Depending on the outcome of the investigation and the requirements of applicable law, Cannara may replace the shipment, issue a refund or provide another appropriate remedy.
Cannara will not deny an otherwise valid claim solely because notice was provided after the seven-day period where doing so would be prohibited by applicable law. However, delayed notice may make it more difficult to complete a carrier investigation.
12. Damaged or Compromised Shipments
A patient who receives a shipment that is damaged, opened, tampered with, incomplete or otherwise compromised should:
- avoid using any product whose safety or integrity may have been affected;
- retain the products, packaging, shipping container and shipping label;
- take clear photographs of the condition of the package and products; and
- contact Cannara Medical Patient Services within seven (7) calendar days after delivery.
The patient should provide the order number, photographs and a description of the issue. Cannara may request further information or require the return of the affected product where permitted or required by applicable law. Cannara will assess the matter in accordance with its Refund and Return Policy, product-complaint procedures and applicable regulatory requirements. Depending on the circumstances, Cannara may provide a replacement, refund or other appropriate remedy. Nothing in this section limits Cannara’s obligations under applicable law concerning product quality, complaints, investigations, adverse reactions or recalls.
13. Shipments Reported as Delivered
Where carrier tracking indicates that a shipment has been delivered but the patient cannot locate it, the patient should promptly:
- confirm the shipping address associated with the order;
- check the delivery location and any carrier notice;
- ask other members of the household, building personnel or an authorized recipient whether they accepted the shipment; and
- contact Cannara Medical Patient Services.
Cannara will review the available delivery information and may open an investigation with the carrier.
The fact that a carrier has recorded a shipment as delivered will be considered as part of the investigation but will not, by itself, eliminate any right or remedy available to the patient under applicable law. Cannara is not responsible for loss occurring after a shipment has been properly delivered to and accepted at the authorized shipping address, except to the extent that the loss results from Cannara’s act or omission.
The fact that a carrier has recorded a shipment as delivered will be considered as part of the investigation but will not, by itself, eliminate any right or remedy available to the patient under applicable law. Cannara is not responsible for loss occurring after a shipment has been properly delivered to and accepted at the authorized shipping address, except to the extent that the loss results from Cannara’s act or omission.
14. Order Cancellation Where Shipment Is Not Permitted
Cannara may cancel an order where:
- the shipping address is outside Canada;
- the shipping address is not the address authorized under the patient’s registration;
- the carrier cannot service the delivery location;
- the order cannot be shipped in compliance with applicable law;
- the patient’s registration is no longer valid;
- shipment would exceed an applicable regulatory limit; or
- another legal, regulatory, safety or product-integrity concern prevents shipment.
Where Cannara cancels an order under this section, any amount charged for products that will not be shipped, together with any corresponding shipping charges and taxes, will be refunded to the original payment method, subject to applicable law and Cannara’s Refund and Return Policy.
15. Privacy and Discreet Packaging
Cannara will package medical cannabis shipments in accordance with applicable legal and regulatory requirements. Shipping labels and information provided to carriers will be limited to information reasonably required to process, transport, track and deliver the shipment and to comply with applicable law. Cannara will take reasonable measures to protect the confidentiality of patient information and to avoid unnecessarily identifying the contents of the shipment on the exterior packaging. However, Cannara cannot guarantee that a carrier’s standard labels, tracking systems or communications will contain no information from which a recipient may infer the identity of the sender. Personal information relating to shipping and delivery is handled in accordance with Cannara’s Privacy Policy, available at Cannara’s Privacy Policy.
16. Relationship to Other Policies
Returns, replacements and refunds relating to shipped products are also governed by Cannara’s Refund and Return Policy. If there is an inconsistency between this Shipping Policy and the Medical Program Terms and Conditions, the Terms and Conditions will prevail, except to the extent that this Shipping Policy provides the patient with a greater right or remedy or applicable law requires otherwise. Nothing in this Shipping Policy excludes or limits any legal warranty or any right or remedy that cannot lawfully be excluded or limited.
17. Contact
CANNARA BIOTECH (QUEBEC) INC.
333 BOULEVARD DECARIE, SUITE 200
VILLE SAIN-LAURENT, QUEBEC H4N3M9
Email: medical.support@cannara.ca