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FAQ

Some things have changed :)

JupiterGrass.ca (this site) - Ships Smoking Accessories anywhere in Canada and The USA

JupiterWinnipeg.ca - Ships Cannabis Products and Smoking Accessories ONLY within Manitoba.

Jupiter Grass was founded in 2003 and our flagship smoke shop was a retail pillar in the heart of Old Strathcona on Whyte Avenue in Edmonton for over 18 years.

We were able to obtain a cannabis retail license in Winnipeg (Unit C, 580 Academy Road).

The Jupiter Grass Whyte Ave location in Edmonton was acquired by our other brand Jupiter Cannabis and is no longer available for in-store shopping, but our customers in Edmonton and surrounding areas may still order online and have their orders shipped via Canada Post.

All other Jupiter Grass online customers in Canada may order as they normally would and will receive the same high quality products and exceptional service. One of the original founders of Jupiter Grass, Tom Doran Jr., is the founder and CEO of Jupiter Cannabis.

The full news release is here

It was our pleasure to have served Edmontonians et al for the last 18 years. All of your ongoing support allowed us to transition from a legacy smoke shop into a licensed cannabis retailer.

Our shipping facility is now located at the Jupiter Cannabis dispensary in Winnipeg on 580 Academy Road. All inventory on this website (except Adult Toys) are on display at our cannabis store and may be purchased in-store.

Humble & Fume Drop Shipping Agreement

Recently, we entered into a drop shipping agreement with our friends over at Humble & Fume. Their live inventory connector and cutting-edge integration software allows Jupiter Grass to list thousands of the best smoking accessory and lifestyle products available in the market. 

When Canadian customers order Humble & Fume items from us, their fulfillment team ships the order from Humble’s warehouse in Brandon, Manitoba. They shipped over 30,000 orders last year and are best in class in every way. We have been doing business together for almost 20 years. 

Our new drop shipping arrangement will allow Jupiter to add thousands of new items to our website that are available to our Canadian customers. 

Drop Shipping - USA - July 2022

USA customers are not able to order items from Jupiter Grass until we activate American Drop Shipping in July of 2022. 

Windship Trading (a division of Humble and Fume), that is based out of Texas, will fulfill all Jupiter Grass orders placed by customers who live in the USA.

All of Windship Trading's smoking accessories and lifestyle products will be exclusive to our American customers.

Once we activate our USA drop shipping model, all orders placed from within the USA will be shipped from the Windship Trading drop shipping facility in Texas. You will receive a tracking # and top-notch customer service.

No more packages will be delayed by long travel distances from Canada and slow customs clearance.

Stay tuned for regular updates.

Shipping

Over the last 18 years, we have shipped over 100,000 web orders,

We no longer ship Worldwide, but we may in the future.

Within Canada, we offer accurate shipping calculations at check-out that are based on both box dimensions and weight. 

All Canadian shipping is done from the Humble and Fume drop shipping facility in Brandon, Manitoba.

We ship by Canada Post Regular or Expedited for orders placed by customers in Canada. 

Shipping is free for orders over $100.00 in Alberta, British Columbia, Saskatchewan, Manitoba, Ontario, and Quebec.  

We offer free shipping to the Maritimes, Yukon, NWT, and Nunavut, for orders over $125.00.

*Please be advised that we are unable to ship heavy liquid items such as 355ml, 591ml, or 1 litre+  bottled drinks (Pop, Vita-water, et al) to remote areas of Northern Quebec, YT, NT, USA, and outside North America).  This may also apply to drinks ordered within other Canadian Provinces.  We apologize and will refund your orders as the shipping fees are too expensive.*

Delivery Times

Jupiter strives to ship all orders within 1-3 business days.  We will reach out via email if there are any unforeseen challenges with your order.

Occasionally, we may have to order some items that were not in stock, but we will reach out via email to advise. Our web inventory is synced with our brick and mortar store, but once in a while there is a hiccup or two.

We are unable to guarantee delivery times by Canada Post, USPS, or UPS.

Below are average delivery times that are to serve as a guideline only.

On average, Canada Post Expedited Parcels arrive in 1-2 days locally (Winnipeg), 1-5 days in Western Canada (B.C., AB, SK, MB), and 3-11 days for national orders sent to (Ontario, Quebec, the Maritimes, Yukon, NWT, and Nunavut).  *Business Days*  Some exceptions apply.

Tracking

Our e-commerce platform (Shopify) emails tracking numbers to you as soon as we purchase the shipping label for your order. You may track your shipment on the Canada Post, but tracking numbers will not provide relevant information until the shipment has been picked up by the carrier; the tracking number will typically work within 3-6 business day hours after you receive it.  We may pack your order at 11am, but it is not picked up until 3 pm; the tracking will work after the order is picked up and then scanned at the Canada Post or UPS depot.

There is a new app called Arrive that we recommend you try out to track all of your shipments. It is available on your app store and is free.

How does my package look?

Jupiter uses normal brown shipping boxes that we purchase from Uline.  We print out white 4x6 Canada Post or UPS shipping labels for all orders.  No one will know what type of product is in your shipment as they blend right in. There are no references to cannabis or smoking accessories on your package.

How is my order packed?

We have over 20 years of experience shipping fragile items (such as glass) all around the world. In order to ensure that your order arrives safely, our shipping team follows strict standard operating procedures that involve the strategic use of bubble wrap, shipping peanuts, tissue, and tape.

What if there is an item missing in my order?

If there is an item missing from your order, please email web at jupitergrass.ca within 48 hours of receiving your order and we will make it right.

What if there is a damaged item in my order?

If any part of your order arrives damaged, please follow this protocol within 24 hours of receiving your shipment:

*Please do not throw away the box, bubble wrap, or any of the packaging inside the box as we recall the order by emailing you a Canada Post Label to have the order shipped back to us.*

-take 2 photos of the shipping box from different angles so we can see any damage.

-take 3 photos of each damaged item from different angles so we can clearly see the damage and ensure that you include your order's packing slip in all photos.

-send one email from the address used to set up your Jupiter account that has all of the pictures attached, your order number, and all of the relevant information. 

-in order for us to generate a damaged item reports, you must submit your order’s packing slip along with the required phots.

Once we have received your packing slip and required photos, we will evaluate the damaged item report. 

We will reach out to you during the evaluation process which is 1-2 business days.

We are able to mail out a replacement order within 3-5 business days after your damaged item report is approved.

We will issue a refund if we do not have an exact replacement on hand. 

Returns, Refunds, and Exchanges

Due to the nature of the goods that we sell, we do not offer refunds, returns or exchanges.  All sales are final.

We will replace or offer refunds for missing items and have a replacement protocol for items that arrive damaged.

Order Changes

After an order is placed, we are not able to alter your order by adding or subtracting items. If you would like to add additional items, please place another order.

As our drop shipping model evolves, we may introduce the ability for orders to be altered. 

Order Cancellations

There is a small window to cancel orders that closes before an order is shipped. If we receive a cancellation request before the order is shipped, we will do our best to cancel it and our platform will forward verification.  However, we may not be able to process your cancellation request before your order is packed up and your order will then be shipped; we will not offer a refund, redirect, or recall in this situation and respectfully request all of our awesome customers to defer placing an order if they are not 100% sure or our comparison shopping. We apologize in advance if we are unable to process your cancellation request.

Note: We reserve the right to deduct credit card processing fees from the total amount refunded when an order is cancelled. As well, we also reserve the right to provide a refund to you via corporate cheque that will be mailed using Canada Post to your location; we will also deduct the cost of postage from the refund.

Missing Items

If there are any items missing please email web at jupitergrass.ca within 24 hours of receiving your order and we will make it right.

Vaporizer Warranties

Vaporizers are warrantied by the manufacturer and activating the warranty has become easy and user friendly. These companies have friendly and professional customer service teams that want you to be happy. The vaporizer manufacturer will accept the Jupiter receipt we emailed to you as your proof of purchase.

Product Appearance Variations

There are instances when items may look slightly different than pictured on the site. Please note that this normal and at times beyond our control. Suppliers provide us with the pictures of the products that we post on our website. There are then slight alterations to the design of that product by the manufacturer that were unanticipated. There is then a delay until the proper photo is posted on our site. We may not even know the product design has changed until we receive the redesigned item.  For example, a frosted bowl handle might be slightly more pointed online, but the actual bowl may have a rounded handle and the rest of the bowl is identical. This is unforeseen and we will do our best to update the site, but there will be instances where there will be slight variations and we are unable to offer any form of compensation.

Gift With Purchase Substitutions

We reserve the right to substitute items offered with the Gift With Purchase Promotions at our discretion.   For example, we may run out of Bic lighters and substitute a Clipper lighter instead.  

Gift With Purchase That Appear As Free Items

There is a glitch in our Free Gift App that may allow customers to add the Gifts With Purchase to their cart that are priced at $0.00. We will only include the Free Gifts With Purchase that your orders qualifies for.

Items Priced At $0.00

Technology is great, but there are instances when a Shopify App we use to share inventory from our brick and mortar store accidentally synchronizes items from our other website and adds variants (other colors or sizes etc...) that we do not have in stock at a price of $0.00. Everybody is awesome, but we will remove those $0.00 items from your order and will not be providing any form of compensation for them.  Jupiter is been an independent family run business for over 18 years. We offer Free Gifts With Purchase and Free Shipping Tiers are available to delight all of our online customers.

Billing

We use a Canadian financial technology company to process our credit card transactions whose payment processing system fully integrates with Shopify to provide an easy and secure solution for cannabis accessory sales that is fully compliant with government regulations. They are secure and reliable.   

Our company will appear as Jupiter Jewellery on your credit card statement and there will be no reference to smoking accessories and/or cannabis. Discretion and your privacy are very important to us.  

Online Payment

Jupiter accepts Visa and Mastercard.

Sezzle it as well. Split your entire order into 4 interest-free payments over 6 weeks. No fees if you pay on time with zero impact to your credit.

Refunds, Returns,  Exchanges, and Items Damaged in Shipping

Due to the nature of the goods that we sell, we do not offer  refunds, returns or exchanges. 

Vaporizers are warrantied by the manufacturer and activating the warranty has become easy and user friendly. These companies have friendly and professional customer service teams that want you to be happy.

If any part of your order arrives damaged, please follow this protocol within 24 hours of receiving your shipment:

-take 2 photos of the shipping box so we can see any damage.

-take 3 photos of each damaged item from different angles so we can clearly see the damage and ensure that you include your order's packing slip in all photos.

-send one email from the address used to set up your Jupiter account that has all of the pictures attached, your order number, and all of the relevant information. 

Damaged item reports that do not include photos which have your order's packing slip visible in them cannot be processed.

Over the last 16 years, we created a protocol that is followed for all damaged or missing item reports and we do our best to be fair and reasonable.

What if a customer accidentally enters in the wrong shipping address at check-out?

Please be diligent at check-out and triple check the address you are having the order shipped to. There are certain potential scenarios that could prevent a refund, reduce the amount of compensation, or create additional charges for the customer.

TIP: If you are unsure of how to input your address, check a letter from your municipality or utility company to confirm the syntax of your address. 

If you enter in the wrong address at check-out, contact us right away from the email address used to place the order with all of the specifics. 

If we are able to change the shipping address before the package goes out, it is all good. 

Emails to us from email addresses not used to place the order will be ignored. 

Note that we will do our best to alter the address and intercept the package before it goes out, but there is no guarantee we will be able to fix this even if the email is sent to us before the order is shipped out.

If the order gets shipped out to the incorrect address provided at check-out, the package will most likely get sent back to us if the receiver of the package does the right thing, but this does not always happen. 

If the package gets sent back to us, we are billed by Canada Post for around the same amount it cost us to ship the order to that address; we get billed automatically and have to pay this regardless.  

There are now 3 scenarios:

1.) The package gets sent back to us and we get billed by Canada Post. If you want the package re-sent back to you, we will have to be reimbursed the cost of the return shipping (as you entered in the wrong shipping address) AND the cost to ship it back to you.

For example, if Canada Post bills us $20.00 to ship back the parcel, it is then $20.00 (Canada Post Bill for shipping back to us) + $20.00 (to ship it back to you) which equals $40.00. We will email you a shipping invoice that can be paid with a credit card. Once it is paid, we will re-ship your order with tracking to the correct address.

2.) You choose to get a refund. We will offer a refund; however, we will deduct the Canada Post charge of sending the parcel back to us from your refund. The refund will be done through the Shopify platform and will credit the method of payment used to pay for the order. As well, if an item is damaged or used when it arrives at our facility, we reserve the right to NOT issue a refund if the item(s) are not able to be resold. 

If the package's original shipping layers have been opened, we may charge a 15% re-stocking fee to cover the cost of having to take the item(s) offsite to clean and quarantine them. 

*You may also choose to get a Gift Card for the refund amount that does not expire.*

3.) The item does not get returned to us because whomever accepted the package at the incorrect address (which was provided by the customer at check-out) decided not to return it.

We will not issue a refund or credit as we fulfilled our obligations and shipped the order to the address provided at check-out.  Again, even if an email was potentially sent to us before the order was shipped, we will not issue a refund or credit.

All of you are awesome, but being ultra diligent at check-out when adding your shipping address is a mandatory requirement on our site. Yes, we all make mistakes, but we are a small family run business and cannot afford to write-off orders in these spots.

Lost or Stolen Packages

We do not guarantee lost of stolen packages. Canada Post has modified their delivery process and now only does knock and drop.

In-Store Shopping

We were able to obtain a cannabis retail license in Winnipeg (Unit C, 580 Academy Road); our new brand is Jupiter Cannabis. On July 14, 2021, Jupiter Cannabis acquired Jupiter Grass; the flagship Jupiter Whyte Ave smoke shop location is being moved to the Jupiter Cannabis showroom in Winnipeg, Manitoba. The full news release is here

Visit our cannabis store (Unit C, 580 Academy Road, Winnipeg, Manitoba) as all items (except Adult Toys) are on display there. You may also purchase cannabis products in-store our from our website - Jupiter Cannabis Winnipeg

One of the original founders of Jupiter Grass, Tom Doran Jr., is the founder and CEO of Jupiter Cannabis.

The Jupiter Whyte Ave location is no longer available for in-store shopping, but our customers in Edmonton and surrounding areas my still order online and have their orders shipped via Canada Post. Our shipping facility will be in Edmonton until the last week of August 2021 and then it will also move to our facility in Winnipeg.  

All other Jupiter Grass online customers in Canada may order as they normally would and will receive the same high quality service and products.

It was our pleasure to have served our customers in Edmonton for the last 18 years. All of your ongoing support allowed us to transition from a legacy smoke shop into a licensed cannabis retailer.

Physical Jupiter Grass Mailing Address:

Unit C, 580 Academy Road, Winnipeg, Manitoba, R3N 0E3

Online Order Inquiries:

web at jupitergrass.ca

If you are interested in opening up a Jupiter Cannabis retail location anywhere in Canada, please click here.

 #YouRollWithUsNow