Cannatron's Frequently Asked Questions (FAQs)

GENERAL QUESTIONS

  • Can an individual purchase from Cannatron?
    • No. Cannatron works exclusively with retailers and distributors. Individual customers are encouraged to shop directly with brands through their eCommerce websites.  
  • How do I find brands that are a good fit?
    • We have established high standards for all brands available through Cannatron. We only stock category-killing brands and products that we are confident earn their shelf space and turn across the entire value chain. 
  • How does Cannatron work for Distributors?
    • The Cannatron Power Team offers distributors the best prices, selection, and service. We are dedicated to making sure your shelves are stocked with the newest and best selling products that customers demand. 
  • How does Cannatron work for Retailers and Dispensaries?
    • We are the perfect partner for any retailer looking to fill their store with smoke shop, dispensary, and convenience store products and accessories. By working with us, you’ll have access to resources like upsell opportunities, and merchandising advice to increase order values. 
  • Can I visit a Cannatron store?
    • Cannatron does not have any physical brick-and-mortar locations to shop at. However, customers are welcome to visit and browse our showroom at our headquarters location. 
  • Is Cannatron a cannabis entity?
    • The Marijuana Regulatory Agency, among other things, regulates the state of Michigan’s (i) adult-use marijuana establishments and licensees in accordance with the Michigan Regulation and Taxation of Marihuana Act and its associated administrative rules; and (ii) medical marijuana facilities and licensees in accordance with the Medical Marijuana Facilities Licensing Act and its associated administrative rules. Cannatron is not required to obtain a license from the Marijuana Regulatory Agency as Cannatron is not engaged in the business of growing, producing, processing, marketing or selling Marijuana, derivatives of Marijuana or products that contain Marijuana or derivatives of Marijuana.

REGISTRATION AND ACCOUNT SET UP

  • Who is eligible?
    • Businesses with physical brick and mortar locations are eligible. We do not approve pop-up shops, flea market booths, kiosks, online/e-comm stores, etc.  Please do not apply with a residential address. 
  • What do I do if I have multiple stores?
    • Please indicate this in your application. Customers can create and label multiple shipping locations in their account settings to keep them organized. 
  • What is the application process?
    • The process includes applying through this form. Your application will be reviewed by a team member. Once your application is accepted you’ll be sent details to create your account via email.  
  • Required documents
    • During the application review process, we may request additional information from you in forms that may include but are not limited to documents, photos, etc. To avoid a delay please fill out your application in full and respond to any requests promptly. 
  • What can you tell me about tax information as a customer? 
    • Please make sure you include your Tax ID during the application process.
  • How do I apply?
  • How do I create my account? 
    • Upon application approval, you will be sent a link to create your account and set your password.  
  • Can I access my account from my smartphone’s web browser (Safari, Chrome, etc)?
    • Yes.
  • Can I update my contact information like email and phone number?
    • Please contact your Account Manager. 
  • Can I sell products I buy on Cannatron on Amazon or other eCommerce sites?
    • No. Cannatron customers agree to not sell products purchased from Cannatron on third-party sites when they submit their application. 

BRANDS AND VENDORS

  • What is the benefit of selling my products through Cannatron?
    • Cannatron can help put your products on the map and improve your brand’s reach. 
  • How do I become a vendor?
    • Vendors can submit inquiries through this form
  • What are Partner Brands? 
    • We seek out partnerships with brands that we view as being a step ahead of the competition and the creator of category-killing products. Cannatron Customers benefit from a variety of special exclusives when shopping our Partner Brands. 
  • Is there a benefit to shopping Partner Brands? 
    • Depending on the brand, these partnerships provide us with exclusive distributor rights, product selection, or pricing that we share with our customers. Additionally, when more you spend on Partner Brands, you can become eligible to move customer tiers.  

INTERNATIONAL CUSTOMERS

  • Do you work with and ship to customers outside of the United States?
    • Yes. We can work with customers in the United States and most US Territories. Internationally, we can work with customers in Argentina, Aruba, Australia, Austria, Bahamas, Canada, Chile, Costa Rica, Denmark, French Guiana, Italy, Ireland, Japan, Luxembourg, Outlying Islands, Mexico, Netherlands, Norway, Poland, Slovenia, Sweden, United Kingdom, and Vietnam. Some shipping restrictions may apply based on your location. This list is subject to change at any time. 
  • How does VAT work?
    • VAT is applied by the product class and value of the product for your shipping address. That will be applied as a true cost by your Account Manager before the order is processed. 

ORDERS INFORMATION

  • How do I submit orders?
    • You can submit orders through our website by logging into your account or with your Account Manager.  
  • How will I know if my order is successfully submitted?
    • We will send you a confirmation email.  
  • When am I charged for an order? 
    • Customers with terms will pay on their agreed schedule. Draft orders and estimates are charged when processed. 
  • How long does order processing take?
    • Orders are typically processed and shipped within two business days. 

SHIPPING INFORMATION

  • Can I pick up my order?
    • Yes if you are local to the Detroit Metro area you are welcome to pick up your order from our Oak Park headquarters
  • Do I need to sign for orders?
    • No. 
  • Where are orders shipped from?
    • Michigan.
  • How will my order arrive?
    • Your order will be securely packed by hand. Packaging specifics depend on items being shipped. 
  • How long does shipping take?
    • Shipping times are dependent on your location and the carrier. 
  • How long does international shipping take?
    • International shipping times depend on your location and the carrier. 
  • How can I track my order?
    • A tracking ID will be provided once your order is ready to ship. 

RETURN INFORMATION

  • What do I do if an item is damaged, incorrect or missing?
    • All businesses have three days upon the receipt of their order to notify Cannatron of damaged or incorrect items. 
  • How do returns work?/How do I start a return?
    • Please fill out this form to request a return or exchange of an item you purchased.  Once your submission is received, a Cannatron customer service team member will reach out via email with a Return Merchandise Authorization number and pre-paid return shipping label. 
  • How do I correctly pack my return? 
    • Details about packing your order will be included with your pre-paid return shipping label. 
  • When should I expect my return to be processed?
    • After the returned item is received, our team will inspect it and process your refund or exchange. Your return or exchange may be delayed if the items received don't match the items on the return form. 
  • How will I be refunded? 
    • The amount will be refunded to the original payment method used during purchase.   
  • Do I need to pay to return my order?
    • No.

PAYMENT INFORMATION

  • What forms of payment does Cannatron accept?
    • We accept Visa, MasterCard, American Express, and Discover. 
  • How will Cannatron appear on my statement?
    • Ashh, Inc. 

SUPPORT INFORMATION

  • What are your customer experience hours?
    • Customer experience hours are Monday-Thursday, 10 a.m. to 6 p.m. EST, and Friday 10 a.m. to 5 p.m. EST. 
  • How can I contact customer experience? 

MISCELLANEOUS INFORMATION

  • How can I get a Cannatron authorized retailer or distributor sticker? 
    • Check back soon!
  • How do I get a brand-specific authorized retailer sticker?
    • Check back soon!

PRODUCT INFORMATION

  • Do you offer special pricing? 
    • Yes! We offer competitive pricing on all products and exclusive pricing on some Partner Brands. 
  • What is a master case?
    • A master case refers to the outer box that contains your goods at its largest quantity other than a pallet.  
  • What is an inner case?
    • An inner case is created when the master case is broken up into smaller groupings of the product.
  • I know someone selling counterfeit products. What should I do?
  • Do you have a catalog?
    • Yes. Physical copies can be requested through your account manager or the General Contact Form. A digital version is available to view here.  
  • The product I want is out of stock, when will it be back in stock?
    • You can sign up for back-in-stock email alerts on the product page. Additionally, your Account Manager can recommend alternatives.
  • Can someone help me select products?
    • On top of knowing you are shopping our marketplace of category-killing products, we have a variety of resources available to help you select products for your shop. We recommend starting with our Customer Care Portal and blog. Your Account Manager is also a great resource. 

MEDIA

  • Can I use your photos and videos?
    • All customers are welcome to use assets available in our Media Center in the Customer Care Portal. If you plan on using other images, videos, text, or products in general, you must have written permission from us stating so. Any violation will result in legal action. The portal can only be accessed when logged in. 
  • Can I use the Cannatron logo?
    • All Cannatron media assets available for use are located in our Media Center in the Customer Care Portal. Logo misuse could result in legal action. Please sign into your account to access the portal. 
  • Can I use other brand logos?
    • All brand and media assets available for use are located in our Media Center in the Customer Care Portal. Misuse of brand logos could result in legal action. 
  • Where can I find product videos?
    • On product listings and in our Media Center in the Customer Care Portal. The portal is only accessible when you are signed into your account.