Trust Delivery FAQ

GENERAL INFORMATION

Do you offer free same-day delivery?
We offer a discounted flat rate of $5.00 on orders $90 and over before tax.

How much does same-day delivery by Trust Delivery cost for orders under $90?
There is a flat rate of $15.00.

Is there a minimum order?
No, there is no minimum order.

How can I pay for my order?
Your Trust Delivery order must be placed by a credit card or visa/mastercard debit.

How does the delivery process work?
Once you have selected Trust Delivery and submitted your order online or by phone, you will receive a confirmation email. You must order by 4pm in order to qualify for same-day shipping. Same-day deliveries go out in the evening between 4pm and 5pm and delivery is between 6pm – 10pm. You will receive an alert 15 minutes before the driver is scheduled to arrive. Age of majority signature will be required.

What are your regular delivery hours?
Trust Delivery offers same-day delivery to the GTA. We deliver from 6pm-10pm from Monday through Sunday. Any online or phoned-in orders received after 4pm will be delivered the next day.

What happens if I place a Trust Delivery order after the 4pm cutoff?
Trust Delivery will pick up your order at 4:30pm the following day, and deliver your parcel between 6pm – 10pm.

What are your holiday hours?
Trust Delivery is open 363 days a year, closing only for Christmas Day and New Year’s Day. On other statutory holidays, our call center is open from 9am to 1pm, and you must place your order by 4pm. Trust Delivery orders will be delivered between 6pm – 10pm.

What areas qualify for same-day delivery?
Same-day delivery to is available to patients in the Greater Toronto Area (GTA). Please refer to our delivery zone map. If Trust Delivery is available in your area, the option will be available upon checkout.

GTA-Delivery-Map

Why should I choose Trust Delivery?
Trust Delivery is a “from our hands to your hands” service. You will never have to go to another location to pick up your package. We provide a four-hour delivery window and you also receive an alert 15 minutes before delivery arrival. So, there’s no more waiting around all day, wondering when your package will be delivered. Less stress, and more time for you.

Will you deliver to a location other than my home?
Absolutely. As long as the address is in your patient file, the location is in the GTA, and the order is placed before 4pm, you can still count on same-day delivery. If the address is not on your file, you may add it with an amendment form. As with all Trust Delivery shipments, an age of majority signature will be required for the package.

How do I know that delivery to my door is safe and confidential?
All of our drivers have gone through rigorous screening, and have passed an RCMP background check. Deliveries are hand-delivered to our patients by professional drivers, with security identification.

Can I track my delivery?
Yes. You will receive an email notification including tracking information once your package is shipped.

AT THE DOOR

Will there be any identifying logos on the delivery vehicle?
No. All our drivers use discreet, unmarked vehicles.

How will I know it’s an official delivery?
All our professional drivers wear a lanyard, and will identify themselves as a Trust Delivery driver.

What do I need to show the driver my ID?
No. You just need to sign for your package. Drivers may request ID if they believe the recipient has not reached age of majority.

Does my order come discreetly packaged?
Our products are carefully packed in discreet, plain packaging. The contents are not disclosed in any shipping documentation to ensure confidentiality and safe delivery.

TROUBLESHOOTING

There was a problem with my delivery. It hasn’t arrived at the expected time.
It is important that you contact us as soon as possible if there is a problem with your delivery. Please call 1-855-794-2266 if the delivery has not arrived in the expected window of time.

My order is incorrect. I received the wrong products. What do I do?
We are happy to fix any issues with the received medical products. Please call 1-855-794-2266 between 8am to 10pm Monday to Friday, and 9am to 5pm on Saturday and Sunday, and we will help you correct the issue.

There are missing or damaged item(s) in my order. What should I do?
Oh no! We’re sorry to hear that you had issues with your order. Please contact us to let us know by calling 1-855-794-2266.

I can’t be there to receive my delivery. My [partner, child, someone else] will be home. Can they receive my order?
Yes. Anyone who lives at the address and is over the age of 18 can sign for your package.

I can’t be there to receive my delivery. No one is home. What will happen?
Our driver will leave a notice at the door, and you can reschedule delivery for the next day. There will be up to three delivery re-attempts, after which time the package will be returned to CannTrust.