FAQ - Mary Jane's Headquarters


Where is your company based out of?
We are a Canadian based company with two locations located in Kelowna and West Kelowna, BC.
    Where do you ship to?
    Currently we ship all throughout North America (Canada, US, Mexico)
      • Note: There may be some exceptions to this during COVID due to border restrictions and delays.

    In-Store Pickup Policy

    For "In Store Pick Up" Orders we require you to bring in both the ID of the person who purchased the order as well as the Credit/Debit Card used for the purchase. Upon receiving your order you will be asked to provide both pieces of identification for our records as well as a Signature confirming pick up. We will be unable to release any orders without both Government Approved Photo ID and the Original Credit/Debit Card used for purchase.

      How long will it take for my order to ship out?
      We try to ship all of our online orders out as quickly as possible which usually means within a week of being ordered. This time may be longer if we are waiting for products from our suppliers or if there is a backlog with our orders. You will be notified when your order ships out via email with the tracking number attached.
        How long does shipping usually take once I have received my tracking information?
        Domestic orders (in Canada) usually take about 3 to 5 business days for West Coast and 5 to 7 days for East Coast. International orders usually take about 7 to 10 business days West Coast and 12 to 14 business days East Coast (expect delays right now due to COVID/border hold ups).
          If my order arrives broken or damaged, what should I do?
          Unfortunately when shipping glass accidents do happen. We do our best to ensure all of our packages arrive safe but even with our best efforts damaged glass does happen. If your package arrives damaged or broken please take a photo of the damaged item(s) as well as the box so we can confirm the damage occurred during shipping and send us the photos plus your order number (note: this should be a 6 digit number starting with a 3) to madison@maryjaneshq.com and we will get back to you as quickly as possible.
            I have received my tracking number but my package hasn’t moved for days, what’s going on?
            Due to issues with border control and COVID related delays we have had some of our packages held at a warehouse for up to 3 weeks before delivery. If your package seems to have not moved in days please contact us at madison@maryjaneshq.com and we will launch a report with our shipping provider to speed up this process and find your package.
              There is an item I want but it is currently unavailable, when can I expect it to be back in stock?
              If there is any product that you can find on our website that is out of stock please join our mailing list and you will be notified when it is back in stock. That being said, due to the inconsistency of the “cannabis accessories” world, if a product has been out of stock for more than a few weeks there is a high probability that this item has been discontinued with our suppliers. We will always do our best to bring back popular items however as this industry is in a period of rapid evolution many brand mainstays have and continue to be discontinued in exchange for newer products.
              I need a product urgently, can I get it shipped faster?

              Unfortunately due to the amount of time it takes to pack each package and varying levels of inventory we cannot guarantee any specific time estimates for our orders however if it is urgent, please leave a note in the notes section of your order and we will do our best to accommodate.