Frequently Asked Questions

If you can't find your answer here, or on our blog here, please don't hesitate to contact our patient care team for their expert assistance.  Reach us at care@vivocannabis.com or 1-855-882-0988.

Clicking on each question will reveal the answer below.

Registration FAQs

How do I register?

Complete your registration with Canna Farms in 3 steps. 

1. Fill out the account registration form here, in less than 60 seconds. 

2. Book an appointment with a health care practitioner to complete your medical document. 

Don't have a health care practitioner, consulting with you already on your medical cannabis needs? You can book a free virtual appointment here. There are no fees, appointments typically take 15-30 minutes and are available within 24 - 48 hours. 

3. Have the health care practitioner submit your medical document to Canna Farms. 

Your health care practitioner can fax the completed form to 1.855.244.9158 or send by postal mail to Canna Farms Limited, PO Box 1419, Hope, BC V0X 1L0.

Forms are available for download here

How long does registration take?

Registration confirmation typically takes 24-48 business hours once we've received your medical document and registration form. 

Once your documents and have been received, and your registration is confirmed, you will receive a confirmation email with your login details to our shop. 

If you have not received an approval email within 2 business days of having your documents submitted, please ensure you check your email junk folder. If you do not see the confirmation email there, please  do not hesitate to give us a call so we can assist you.

You can contact our Patient Care team via email at care@vivocannabis.com or via phone at 1.855.882.0988. 

 

Veteran Program FAQs

Do you offer pre-coverage for Veterans?

Yes!  We offer a pre-coverage program to help ensure seamless access to your medication. 

You can obtain the pre-coverage application and learn more about our program here:

https://www.cannafarms.ca/veteran-coverage

Do you offer any order date reminders for Veterans?

As part of our program to support Veterans we offer monthly calls or emails on the date your monthly coverage renews to help ensure you have seamless access to your medication.

If you do not already receive these reminders, contact our dedicated Veteran Experience team at  vac@cannafarms.ca or give us a call (1.855.882.0988). 

Do you have a dedicated Veteran Experience team?

Yes, we are honoured to serve those who have served us and have a dedicated Veteran Experience team at the ready to support you. 

Contact us at vac@cannafarms.ca for any Veteran inquiries or call us at 1.855.882.0988. 

Learn more about our Veteran Program here

Do you offer special programs for Veterans?

Yes, we're honoured to serve those who have served our country and have a dedicated Veteran patient care team, to ensure you have an exceptional experience with Canna Farms. 

  • All veterans have a direct line to priority registration and support via vac@cannafarms.ca. 
  • Our Canna FarmsTM Veteran Pre-Coverage Program, has been developed to ensure veterans receive their cannabis medication in a timely and seamless manner. 
  • To ensure you have consistent access to your medication we offer personal monthly email and phone order reminders.  
  • If eligible for VAC coverage, Canna Farms will cover the difference above the $8.50/gram from VAC/Blue Cross.*

To find out if you qualify for our Veteran Pre-Coverage Program and apply, click on the pre-coverage links below, and email your application to vac@cannafarms.ca 

From everyone at Canna farms, we thank you for your service.

Download: Pre-Coverage Information

Download: Pre-Coverage Application

 *Includes all Cannabis Products. Some exceptions may apply for limited release partner products. 

 

Patient Program FAQs

Do you have compassionate pricing? How do I apply?

Yes, we're committed to making medical cannabis more accessible and offer a range of different patient support programs. Our Compassionate Pricing Discount provides a 25% discount all Canna Farms, Lumina, Beacon and Fireside brand products to clients who qualify and can provide a  copy of your 2022 Notice of Assessment, showing an annual income of less than $30,000. Please reach out to care@vivocannabis.com with your notice of assessment if you wish to apply for our compassionate program. 

Please note, we cannot accept any other Service Canada, CRA, or other government documents for verification purposes at this time. The assessment is what is sent to you by the CRA AFTER you submit your taxes - it is the government verification of the taxes you submitted.

There are a couple options for obtaining your current Notice of Assessment:

  •   In the mail. The CRA will mail you a copy of your Notice of Assessment, usually a couple weeks after you have completed and filed your tax return.
  •  Online. You can access your current year's Notice of Assessment through your My CRA account at:

https://www.canada.ca/en/revenue-agency/services/e-services/e-services-individuals/account-individuals.htmlhttp://www.cra-arc.gc.ca/tx/ndvdls/tpcs/ncm-tx/ssmnt-eng.html

  •  If you already have an account with My CRA, there are several log-in options. If you do not have an account already, there is an option to register.
  • Use the My Account section once you have logged in to view and print your notices of assessment and reassessment.
  •  Once you obtain your Notice of Assessment, feel free to remove any sensitive information. We only need to see your name, the year of assessment and your total income line.
  • If you have any questions or need assistance, please do not hesitate to reach out to us.

Learn more about all of our patient support programs here.

 

Do you offer a discount for seniors?

Seniors over 65 years of age are eligible to receive a 10% discount on all Canna Farms, Beacon, Lumina and Fireside products when placing an order. 

Please email our patient care team (care@vivocannabis.com) if you are eligible and would like to have this discount applied to your account. 

Learn more about our patient support programs here

Do you offer a paediatric discount?

Paediatric patients are eligible to receive a 25% discount on all Canna Farms, Beacon, Lumina and Fireside branded CBD products. 

To have this discount applied to an account please email our team at care@vivocannabis.com. 

Learn more about our patient support programs here

Do you offer a renewal discount?

Renewing patients are eligible to receive an annual $50 renewal credit, applicable once every 12 months. 

This discount will be automatically applied to your account upon renewal and appear as an option to use when making a purchase. 

Learn more about our patient support programs here

Do you have a referral program?

Thank you for helping our community grow. 

Patients will receive a $25 credit on their account for every new patient they refer. The referred patient must include the name of the patient who referred them in the referral field on our registration form when they submit it. Once they have been confirmed as a patient, a $25 credit will be applied to the account of the patient who referred them. 

Learn more about our other patient support programs here

 

Order and Shipping FAQs

How much cannabis can I order?

When you consult with your HCP you will come to an agreement on a daily dosage for your medical cannabis and they will include that information on the medical document that is submitted to Canna Farms. Your order limit will be visible when you login to our shop and appear as 30X your daily gram allowance, available every 30 days. As you shop, you will see how many grams you've added to your cart and grams remaining within your allowance. If your prescription is for more than 150 grams per month, you will be able to order a maximum of 150 grams per order. 

Example

You have a prescription for 3 grams/day – you can order a maximum of 90 grams in any given 30 day period.

How often can I order?

On your medical document, the health care practitioner will list a daily gram allowance. You can shop as often as you like within each 30 day cycle but will be restricted to ordering up to 30 times your daily gram allowance within that time-frame, with a maximum of 150 grams per order.

Clients are allowed to posses their 30-day supply or 150 grams, whichever is less.

For example: If your prescription is written for 6 grams/day you are allowed 180 grams per month (6g/day x 30 days) but you are legally only able to possess 150 grams of that in public.

If your prescription is written for 2 grams per day (2g/day X 30 days)  you can carry 60 grams at a time because it is less than 150 grams

Please note that if you are a VAC or Direct billing client that you are still only covered for your approved amount and any grams purchased above that will be paid directly by the client. The 30 day window is also still in effect for your billing policies.

Can I order from Canna Farms without a prescription?

In order to access our medical shop and place an order you must have a medical document from a healthcare practitioner and complete our registration form. 

You can complete our registration form in less than 60 seconds online here

If you don't have a medical document and are interested in a free clinic consultation, you can book a free, virtual appointment here. There are no fees involved, appointments typically take 15-30 minutes and we have appointments available within 24-48 hours. 

What payment methods do you accept?

We accept Mastercard, Visa, MC/Visa debit cards and e-transfers.  We do not accept American Express.  All prices listed in Canadian Dollars (CAD).

How do I pay by e-transfer?

1. Open the e-transfer section of your mobile banking app

2. Add payments@cannafarms.ca as the payee

3. Please add the security question "What is my client ID"

4. Please provide your client ID as your security answer. We will accept it either with, or without the dash. For example, the security answer could be 21-12345 OR 2112345.

5. Once the payment is received and processed, you will then receive your order confirmation email.

If you have any questions or need any assistance making an e-transfer payment, please do not hesitate to reach out to us via phone or email.

Do you charge Sales Tax?

Per Revenue Canada,  cannabis is subject to GST/HST/PST and an Excise Tax, depending on your province of residence.  Therefore, the tax rate in your province is the tax rate you are charged. The Excise Tax is included in the price of the product.

Can I return or exchange products I order?

Due to bio security reasons and regulations, we cannot accept returns or exchanges. All sales are final; however, we do always welcome feedback and want to hear from you if you are dissatisfied with your purchase. 

If you find yourself dissatisfied with your product for any reason, please email us at care@vivocannabis.com with feedback, photos of the front and back of the package, and a photo of the product itself. We will get in touch with you to learn more and  share with the appropriate departments for their knowledge.

Patient feedback helps us grow and improve, so we always appreciate it when you take the time to reach out.

Do you offer free shipping?

Yes! Orders over $99* (after discounts and before taxes) are eligible for free express shipping from Purolator or Canada Post. Orders below that will be charged a flat shipping rate of $15.00. This applies to both Purolator Express and Canada Post.

What do I do if my package is lost, delayed or stolen?

We task the delivery of our patient's medication to Purolator and Canada Post, two of Canada's most trusted couriers; however, delays do happen.

For all shipment issues, please first contact the courier company and request an investigation.  The courier company will then provide you with a ticket number for the investigation. 

Please send us an email to care@vivocannabis.com with the following details:

 - The investigation ticket number provided by the courier
 - The tracking number for the package and the corresponding Canna Farms order number
 - A detailed description of the issue

If email is not convenient for you,  please do not hesitate to call us with all of the required information and we will be happy to assist you over the phone - 1.855.822.0988.

In most cases, the issue can be solved between the receiver and the courier directly, but in the event it cannot, the investigation number will speed resolution.
If you believe your package has been stolen, a police report number will be required. Once we have all the required information, we can then assist in rectifying the issue as fast as possible.

Please keep in mind that although we have streamlined the process to be as quick as possible on our side, we do have to work with the courier company as well, and as such it may require several business days to come to the resolution.

I have a status card. How do I apply it to my account?

If you live on Reserve Land and have a status card, you would be eligible for tax exemption on your orders.
If you do live on Reserve land, you will need to send us a photo of the front and back of your status card, and we will determine if you are eligible, and if you qualify you will not see any taxes on your orders. Please email this to 
care@vivocannabis.com

If you have not registered yet, you can upload an image of your status card when completing your registration here