Tracking your wholesale order

Tracking your wholesale orders

Tracking information is also accessible in your account and is also shared by email as orders leave our warehouse. Keep reading for more information on finding tracking information. For help with a lost or delayed shipment, please contact our Customer Success team.

Note:

Wholesale ordering is only available to US dispensaries. Canadian dispensaries can instead place personal orders with a patient account. See Tracking your order for more information on monitoring orders placed through a patient account.

Shipment confirmation emails with tracking details

As your order ships, partially or completely, we’ll send you an email with your tracking link so you can keep an eye on your shipment(s). Shipment notifications are sent to the email address entered in your login settings.

Click Track package in the shipment confirmation email (sample below) to track your package. This link will bring you to the courier’s website (UPS, FedEx, or USPS) where you can check in on the whereabouts of the shipment, the estimated delivery date, and tracking history.

To review the order, click View order details in the shipment confirmation email (sample shown below). This will bring you to the order details page in your account where you can see which items have shipped and continue to track your package(s). Viewing your order details is particularly helpful when your order is arriving in multiple shipments.

If you find that something has happened to your order, please submit a request, and one of our Customer Success teammates will be happy to assist.

Tip!

Can’t find the email? We recommend double-checking your junk folder and checking what email is being used for your login settings.

Access tracking information from wholesale order history

When your order has shipped, you can view the order in your account to retrieve your tracking information.

To view tracking history for a shipment:

Click Catalog in the navigation bar, then Orders.
Select the order you’d like to track.
Click Track order and select the shipment you’d like to track.

Note:

Some orders may be sent in multiple shipments. In these cases, more than one shipment will appear in the Track order dropdown.

Partial shipments

Though we make every effort to ship orders in as few shipments as possible, your order may arrive in multiple packages. This can occur if all items in the order can’t be fulfilled by a single warehouse or items were backordered (out of stock) at the time your order was fulfilled.

Every time a package ships, we send a shipment notification email that includes a link to track the shipment on the courier’s website. These emails also communicate how many shipments we’re sending to fulfill your entire order.

Wholesale shipment confirmation email. — A shipment notification for an order with multiple shipments.

Viewing items included in a shipment

View which items are included in a shipment by pulling up your order in your wholesale order history and filtering by shipment number.

To view items packed in each shipment:

Click Catalog in the navigation bar, then Orders.
Select an order to view the order details page.
Click All Inventory and filter between shipments to see the items in each one.

Lost orders & shipping errors

If you have concerns surrounding the whereabouts of your order, make sure to check its status and tracking history on the courier’s website. You can also check its status and tracking information on your Wholesale orders page by selecting the order number.

If you find out that something has happened to your order, please submit a replacement or refund request, and one of our Customer Success teammates will be happy to assist.