At the Door

How will the driver signal arrival?

Use the order's live status and the phone or message channel associated with the account.

Be reachable and follow safe building access instructions. Arrival estimates can change with traffic and route sequencing.

How should privacy be protected during the doorstep exchange?

Use the retailer's official communication channel, show identification only as required, and avoid exposing account, access, or product details to bystanders.

Meet in a lawful, adequately lit part of the delivery address without announcing the transaction to a shared lobby. Do not send identification photos to a driver's personal number unless the verified retailer process expressly requires a secure method. Protect gate codes and apartment access instructions from public messages.

The receipt and package contain information worth securing after the handoff. Dispose of labels carefully when no longer needed, but retain batch identity while the product remains. Report suspicious requests for credentials or off-platform payment to support.

Current stock, pricing, order requirements, and delivery estimates live in the official Nexus menu.

What gets verified first?

The driver confirms the physical address and the identity and eligibility of the person receiving the order.

Present current government-issued photo ID and any required medicinal documentation. The order should not be transferred to an unverified stand-in.

When is payment completed?

Payment follows the options and total shown in the live order flow.

Methods can change by service area or platform. Have the selected method ready and review taxes, fees, discounts, and tips before approving the transaction.

What should be checked before opening a package?

Compare item count, product names, sizes, and sealed package condition with the receipt.

Raise a mismatch while the evidence is clear. Regulations and hygiene considerations can limit returns after a cannabis product is opened.

Why is a receipt important?

It documents the transaction and helps identify the retailer, product, and order if support is needed.

Keep it with package and batch details until the order is confirmed correct. Current DCC rules also require delivery transaction records on the retailer side.

Why might a driver refuse the handoff?

Invalid identification, an absent customer, an ineligible address, payment failure, or unsafe circumstances can prevent completion.

The driver cannot cure those problems by leaving the order unattended. Contact support for the order-specific next step rather than arguing at the curb.

What should happen immediately afterward?

Move the products into secure storage and keep them away from children, pets, and unauthorized adults.

Read the label before use and maintain a plan that excludes impaired driving. Report a damaged or recalled product promptly.

How can a customer distinguish verification from payment?

Identity and eligibility checks establish who may receive the goods, while payment closes the financial part of the transaction under the order's current terms.

A prepaid order still requires the eligible recipient and accepted identification. Payment does not purchase an exception to age, address, or handoff rules. Conversely, a valid ID does not resolve a declined payment or incorrect total. Keep both processes ready: original identification and medicinal documents where applicable, plus the method selected in checkout.

Review the total before approval. Product subtotal, discounts, taxes, fees, credits, and optional tip can appear separately. If the amount differs materially from the confirmed order, ask for clarification without opening products. The driver may need support to correct the record rather than changing it informally.

Which package problems should be raised before the driver departs?

Missing or extra items, wrong product or size, broken seal, visible leakage, severe crushing, unreadable identity, and a receipt mismatch should be documented immediately when practical.

Count sealed units and compare exact names and package sizes. Similar brand colors can hide different formulations, flavors, cannabinoid ratios, or device types. A cartridge and disposable from the same line are not interchangeable, and an infused pre-roll differs from flower-only. Do not open an item to investigate if the exterior already shows the mismatch.

Some issues require support rather than a curbside exchange because the retailer's inventory and sales records must remain accurate. Photograph the sealed product and receipt, keep the item secure, and follow the documented process. If the driver must continue the route, that does not erase the complaint; it means the responsible team needs to review it through the order record.

What happens when the handoff cannot be completed?

The driver retains the cannabis and the retailer applies its current failed-delivery, payment, cancellation, or rescheduling process.

Common causes include an absent customer, invalid or mismatched identification, missing medicinal documentation, an ineligible address, payment failure, unsafe conditions, or a request for unattended delivery. The customer should not ask a neighbor, front desk, or minor to accept the order. Contact support promptly and provide the order number and facts.

Fees, refunds, promotion restoration, and rescheduling can depend on order status and current policy. This guide cannot promise an outcome. Review the live terms and let support document the resolution. Correct the underlying issue before another attempt, especially if it involves account identity or address eligibility.