Frequently Asked Questions
CBD (cannabidiol) is a non-psychoactive cannabinoid usually extracted from hemp plants. Read more.
During this difficult time, Mellow is committed to delivering the same great products to our customers, with as few interruptions as possible.
Please note that due to physical distancing, orders may take a little longer to process, and packages are now picked up from our warehouse earlier — about 12PM PST, so any orders received after that will usually ship the next business day.
Our carrier partner Canada Post has been experiencing unprecedented package volumes with some long delivery delays. Most packages are still delivered in a timely manner, but please order earlier if you require your order to arrive at a specific time.
If you have any questions or concerns at all about ordering or the status of your order, don’t hesitate to contact us. We’re here to help and thank you for your patience.
At Mellow, we believe that a simple solution is often the best solution. For most of Canada we offer a simple $12 flat rate shipping fee for Canada Post’s Expedited Parcel Service, which is usually 3-8 business days (not counting weekends, or holidays) in most places in the country or Xpresspost for $18, which is usually 2-3 business day delivery for most of Canada.
For some destinations in Canada – specifically Newfoundland, Labrador, NWT, Nunavut and the Yukon, as well as very northern regions of some provinces, we offer a flat $15 delivery fee using Standard or Expedited delivery and $25 for Xpresspost. Sorry, we’re just really far away. 🙁
We also offer free shipping for orders over $120 – usually shipped Expedited.
All orders are shipped from using either Canada Post Expedited or Xpresspost service. Below is a rough estimate for transit times, based on regions close to major urban centers (larger cities and towns). Remote areas usually take 2-3 business more.
West of Manitoba:
- Expedited: 2-5 business days
- Xpresspost: 1-3 business days
East of Manitoba:
- Expedited: 3-8 business days
- Xpresspost: 2-5 business days
Priority Shipping (1-2 business days to most non-rural regions) is available to many parts of Canada. Please contact us if you’d like this option, and we can try to accommodate but be aware it’s anywhere from $25 to $75 for this service.
For shipping promotions that use Canada Post “letter mail” service:
- West of Manitoba: 2-8 business days
- East of Manitoba: 5-12 business days
Business days are Monday to Friday, and do not include holidays.
Yes, all orders are discreetly packaged using a standard Canada Post mailing label, and a padded envelope, a box sealed in a tamper proof security bag or a generic shipping box. The return address is a discreet numbered company name, and a packing slip / invoice is printed behind the shipping label, away from prying eyes.
Yes, we accept Visa, Mastercard and Interac e-Transfer for payment. All prices are in Canadian (CAD) funds and orders totals include applicable taxes and shipping costs. Orders will be billed from “MELLOW” on your credit card statement.
We NEVER see or save your credit card number, and we only receive confirmation from the bank that your payment was successfully charged. Our payment processing system is fully PCI compliant, so your private payment information is 100% secure.
NOTE: We currently do not accept credit card payments for order of $1,000 or higher. We only accept Interac e-Transfer for larger orders. Please contact us for further information.
For detailed instructions, read here.
In your order confirmation web page and confirmation e-mail is an e-Transfer payment QUESTION, which is your order #, and a pre-assigned answer. If there’s any questions at all, our support team is happy to help you through the process. Just contact us.
Usually e-Transfers are received within the hour, and processed by our team the same business day.
We have tested and confirmed that Vanilla Pre-Paid VISA Gift Cards work with our payment processor.
These are one-time use VISA gift cards commonly available in Canada, at these locations:
Nope, sorry we only ship within Canada and only ship to residents of Canada that are 19 and older.
- Mellow Oil Purity 1000mg is formulated with pure hemp-derived CBD isolate with zero THC.
- Mellow Purity PLUS 1200mg and 2400mg has a broad spectrum CBD oil, with other cannabinoids and terpenes and fortified with pure CBD. It also has a hint of mint to mellow out the hemp flavour. Any THC content is distilled out, so this product has no detectible THC.
- Broad Spectrum CBD oil in 600mg and 1200mg bottles are whole plant extracts with no THC. Mellow Broad Spectrum CBD is formulated from hemp derived CBD extract, full of natural cannabinoids and terpenes.
- Full Spectrum CBD oil in 600mg and 1200mg bottles are whole plant extracts, and all of the CBD content in the oil is from full spectrum hemp derived CBD extract, full of natural cannabinoids and terpenes, and 0.3% of THC or less.
Yes, lab results for all Mellow Oils are available on request. Contact us for the latest COA.
Shipping promotions for CBD Isolate will use Canada Post’s letter mail service, meaning in a small padded envelope and first class delivery service, which is usually 2-8 business days across Canada. However, this service level does NOT offer tracking numbers, or other features. You can opt out of the shipping promotion and pay $10 Flat Rate shipping (depending on where you are) and with that your order will be shipped using Canada Post’s Expedited service, which includes a tracking number, and stuff like “signature confirmation” if you request it in the order notes. Let us know. We’re here to help.
All orders over 5g will be shipped Expedited or Xpresspost at our discretion.
14g and larger orders are shipped as 14g or 28g tins, unless requested otherwise.
It’s pretty simple. We want happy customers and we think our products are not only great, but speak for themselves. Check out our satisfaction policy here. Note that we don’t refund shipping.
If you have any questions or concerns, please contact us here and we’ll get back to you as soon as humanly possible. 🙂
Our child resistant dropper caps are easy to open once you get the hang of it. Simple squeeze the plastic cap firmly FIRST then turn left.
No we do not. Mellow has carried CBD vape products in the past, and we’ve evaluated many more. At this point in time, we do not feel comfortable selling any of the current CBD products that are available in the Canadian market, as we cannot not verify the safety of all of the ingredients in any of the products we’ve evaluated or sold.
If you’ve purchased vape products from us, we will gladly issue a credit for any past purchase if you’ve discontinued use of the vape product or disposed of it due to safety concerns.
We will continue to monitor the CBD vape products available on the market and may reintroduce them to our loyal customers if they can be proven 100% safe.
If you’d like updates or have any questions or concerns, please email us at [email protected] and we will keep you updated.
Couldn’t find what you were looking for? We’re here to help! Feel free to send us a message using our handy contact form or by direct messaging often located at the bottom right of our site (this service is not available 24/7, only when someone is around).