| Age & ID Verification | |
| What forms of identification are legally acceptable for cannabis purchases in California? | Drivers license, State issued ID, Passport (US or Foreign), Military ID. Note: All forms of identification must be valid and not expired. Temporary ID's are on a per case basis. |
| Can out-of-state IDs be accepted for recreational purchases? | Yes, as long as the customer is 21+. |
| How do I verify a medical marijuana card issued in California? | https://mmic.cdph.ca.gov/MMIC_Search.aspx Enter UUID (located on the front of MMIC) and check validity |
| How do I verify a medical marijuana recommendation from a doctor? | Verify MMIC if present. You can also verify Doctor's license here: https://www.mbc.ca.gov/License-Verification/default.aspx |
| Can an expired ID be accepted if the customer is clearly over 21? | No, expired identification can never be accepted. |
| Can a customer send a picture of their ID for delivery verification? | Yes, but a physical ID check will still be performed upon pick-up/delivery. |
| What should I do if a delivery driver reports that the ID does not match the person? | Advise the driver to apologize and recind sale, as well as return order to dispensary immedietly. |
| Purchase & Possession Limits | |
| What are the daily recreational purchase limits for flower, concentrates, and edibles in California? | Flower: 28.5 grams Concentrates: 8 grams Edibles: 800mg |
| What are the daily and monthly purchase limits for medical cannabis patients? | Flower: 8 ounces Concentrates: 200 grams Edibles: 800mg |
| How should I explain the difference between recreational and medical limits to a customer? | Medical use is intended for patients with qualifying health conditions who use cannabis for medicinal purposes, often with a doctor's reccomendation or a medical card (MMIC) |
| Can a recreational customer purchase more by placing multiple orders in the same day? | As long as they remain under or at the daily purchase limit. |
| How do possession limits apply if a customer buys products from multiple dispensaries in the same day? | Customers have no maximum amount of dispensaries they can visit within a day, but they must remain under or at the daily purchase limit. |
| Taxes & Fees | |
| What cannabis taxes are charged in California for recreational customers? | States Excise tax (19%) State Sales Tax (7.25%-10.25%) Local Cannabis Business Tax (Dependent on area) |
| What taxes apply to medical cannabis patients? | States Excise tax (19%) Local Cannabis Business Tax (Dependent on area) |
| Which taxes are removed for customers with valid medical marijuana identification cards (MMIC)? | State Sales Tax |
| Are local cannabis taxes different from state cannabis taxes? | Yes, they vary dependent on area but are separate and in addition to other taxes. |
| Lab Testing & Safety | |
| What does “state-certified lab tested” mean in California? | Products were tested in a licensed labratory that is certified by the Department of Cannabis Control (DCC) |
| How do I explain the components of a Certificate of Analysis (COA) to a customer? | Product Identification Product name, Batch/Lot number, Internal identifiers Testing Information Tests conducted, Test results, Tests methods Specifications Acceptance criteria, Comparison Other Important Info Manufacturing date, Expiration date, Lab information, Analysts name & signature |
| What are acceptable levels for pesticides, heavy metals, and residual solvents in California cannabis? | Heavy Metals Inhalable Cadmium: 0.2 µg/g Lead: 0.5 µg/g Arsenic: 0.2 µg/g Mercury: 0.1 µg/g Non-inhalable Cadmium: 0.5 µg/g Lead: 0.5 µg/g Arsenic: 1.5 µg/g Mercury: 3.0 µg/g Pesticides Category I Pesticides: 21 highly hazardous residues are not permitted above the limit of detection (LOD) which is set at 0.1 µg/g. Category II Pesticides: 45 compounds have specific Maximum Residue Limits (MRLs), or "action levels," that cannot be exceeded. |
| Where can customers access lab results for their product? | Most products have a QR code on the labeling the customer can scan with any smartphone. Otherwise, per dispensary rules. |
| Product Types | |
| What is the difference between flower, pre-rolls, concentrates, edibles, tinctures, and topicals? | Flower Definition: Dried and cured buds of the female cannabis plant, also known as bud or nugs. Consumption: Typically smoked in joints, pipes, or bongs, or vaporized. Onset/Duration: Effects are generally immediate and last for 1-4 hours. Potency: Can vary depending on the strain, with modern strains often containing 15-30% THC. Benefits: Offers a fast-acting method, potentially beneficial for conditions like pain or anxiety that come on quickly. Pre-rolls Definition: Ready-to-smoke joints or cones filled with ground cannabis flower. Consumption: Smoked directly. Onset/Duration: Similar to flower, effects are immediate and last for 1-4 hours. Potency: Generally have a lower THC level than some other forms like concentrates, but can be infused with concentrates for increased potency. Benefits: Convenient and easy to use, especially for beginners or those who prefer not to roll their own joints. Concentrates Definition: Highly potent substances made by extracting cannabinoids and terpenes from the cannabis plant. Consumption: Can be smoked, dabbed (vaporized using a special rig), or vaped. Onset/Duration: Effects are generally fast-acting and potentially more intense due to higher potency. Potency: Contain high levels of THC, ranging from 50-99.9%. Types: Include shatter, wax, hash, rosin, live resin, and more, each with unique textures and potencies. Benefits: Offer a potent and flavorful experience, and can be consumed in various ways. Edibles Definition: Any food or drink product infused with cannabis. Consumption: Ingested orally, and processed through the digestive system. Onset/Duration: Effects are delayed (30 minutes to 2 hours) but can last longer (4-12 hours). Potency: Varies depending on the amount of THC or other cannabinoids used in the edible. Types: Include baked goods, candies, gummies, chocolates, beverages, and more. Benefits: Offer a discreet and potentially longer-lasting effect compared to smoking. Risks: Easier to accidentally consume too much due to the delayed onset of effects. Tinctures Definition: Concentrated liquid cannabis extracts designed to be taken sublingually (under the tongue) or mixed into food/drinks. Consumption: Absorbed through the mucous membranes under the tongue for faster effects or ingested orally by swallowing or mixing with food. Onset/Duration: Sublingual administration leads to effects within 15-30 minutes, while oral ingestion can take 30-60 minutes or longer, similar to edibles. Potency: Can vary depending on the THC content and can be highly concentrated. Benefits: Discreet, allow for precise dosing, and can be used for various purposes like pain relief or relaxation. Caution: Starting with a low dose and gradually increasing is recommended to avoid potential side effects. Topicals Definition: Creams, lotions, balms, and other products infused with cannabis and applied directly to the skin. Consumption: Applied externally to the skin. Onset/Duration: Effects are localized and typically do not produce a psychoactive high because they don't enter the bloodstream. Potency: Primarily focused on localized relief and therapeutic benefits rather than psychoactive effects. Benefits: May help with localized pain, inflammation, and skin conditions. Types: Include lotions, creams, ointments, balms, transdermal patches, and bath bombs. Note: Transdermal patches are designed to deliver cannabinoids through the skin and into the bloodstream, potentially producing intoxicating effect |
| What is live resin, rosin, wax, shatter, crumble, and how do they differ in potency and flavor? | Live Resin Extraction: Made from fresh-frozen cannabis, preserving terpenes and cannabinoids through cryogenic freezing. Potency: Typically high, often exceeding 50-90% THC. Flavor: Known for its rich, flavorful, and aromatic profile due to the preserved terpenes. Texture: Viscous, ranging from sap-like to waxy. Rosin Extraction: Solventless, produced by applying heat and pressure to cannabis flower or hash. Potency: Generally high, with THC levels ranging from 70-85%. Flavor: Clean and intense, especially live rosin, which is considered a gold standard for flavor and aroma. Texture: Varies depending on the starting material and pressure used, ranging from sappy to shatter-like. Wax Extraction: Typically made using BHO (Butane Hash Oil), similar to shatter. Potency: High, similar to shatter. Flavor: Can vary but often richer than shatter due to higher terpene content. Texture: Soft, pliable, and often described as "crumbly" or "gooey". Shatter Extraction: Typically made using BHO, like wax. Potency: High, often ranging from 60-80% THC. Flavor: Can be more neutral than wax or live resin, but still potent. Texture: Hard, glass-like, and brittle. Crumble Extraction: Made using butane extraction like wax, but with a post-processing step that involves whipping and purging at lower temperatures. Potency: High, similar to shatter and wax. Flavor: Can vary but often has a middle ground between wax and shatter. Texture: Dry, crumbly, and honeycomb-like. |
| What is the difference between distillate cartridges and live resin cartridges? | |
| How do THC:CBD ratios affect the experience? | High THC/Low CBD: These ratios are associated with a more intense psychoactive experience, often described as euphoric, cerebral, and potentially stimulating. Balanced THC/CBD: Offers a more moderate psychoactive experience, potentially reducing anxiety or paranoia associated with high-THC products. High CBD/Low THC: Minimal psychoactive effects, with CBD providing more noticeable calming, relaxing, and potentially pain-relieving effects. |
| Potency & Effects | |
| How is THC potency displayed on California cannabis packaging? | Percentage display, Per serving/Per package, Other cannabinoids, Cannabis symbol, any additional info |
| What does “mg per serving” and “mg per package” mean for edibles in California? | mg per serving: This refers to the amount of THC (tetrahydrocannabinol) that is in a single, defined portion of an edible cannabis product. mg per package: This specifies the total amount of THC that is present in an entire package of edible cannabis products. |
| How can a customer determine their ideal THC or CBD dose? | Start slow, Track your experience, Be patient and consistent, Consider these factors: Body Weight and Metabolism: Generally, individuals may require different amounts based on their body weight and how quickly their body processes substances. Tolerance: Regular cannabis users may develop a tolerance, potentially requiring larger amounts to achieve the desired effect. Desired Effects: The desired outcome, whether seeking mild relaxation, pain relief, or sleep support, will influence the optimal amount. Product Type and Potency: Different delivery methods (inhalation, edibles, tinctures) have different onset times and durations of effect. Always check product labels for clearly listed CBD or THC content. Higher potency does not always equate to a better experience, and understanding the concentration is essential. CBD:THC Ratio: CBD can modulate THC's effects, potentially reducing psychoactivity. Ratios with a higher proportion of CBD compared to THC are generally recommended for beginners or those sensitive to THC's psychoactive effects |
| How do I explain “high potency” vs. “low potency” in simple terms? | High Potency: Imagine you have a very powerful tool. You only need a tiny bit of it to get a big job done. That's like a high-potency drug or substance – you need a smaller dose (or a lower concentration) to achieve the desired effect. Low Potency: Think of a tool that isn't as strong. You'd need to use a lot more of it to get the same job done as with the powerful tool. That's like a low-potency drug or substance – you need a larger dose (or a higher concentration) to achieve the same effect. |
| How do I explain the difference in onset time between smoking, vaping, edibles, and tinctures? | Smoking Onset Time: Seconds to minutes. Mechanism: When you smoke cannabis, cannabinoids like THC are rapidly absorbed through the vast network of capillaries in your lungs and quickly enter your bloodstream, leading to an almost immediate effect. Pros: Quickest onset, offering immediate relief or effect. Cons: Inhalation of combustion byproducts can be harsh on the lungs. Vaping Onset Time: Typically within 5-10 minutes. Mechanism: Similar to smoking, vaping involves inhaling vaporized cannabis that is absorbed through the lungs into the bloodstream, but at lower temperatures without combustion. Pros: Faster onset compared to edibles or tinctures, and potentially a less harsh inhalation method than smoking, according to Napa Cannabis Collective. Cons: Not as fast as smoking, and the long-term health effects of vaping are still being studied. Tinctures (sublingual) Onset Time: Typically 15-45 minutes. Mechanism: When taken sublingually (under the tongue), the cannabinoids in tinctures are absorbed through the mucous membranes and enter the bloodstream directly, bypassing the digestive system. Pros: Faster onset than edibles, allowing for more precise dosage control. Cons: Not as fast as smoking or vaping, and the taste of the tincture may not be appealing to everyone. Edibles Onset Time: 30 minutes to 2 hours or more. Mechanism: When edibles are ingested, cannabinoids are absorbed through the digestive system and processed by the liver before entering the bloodstream. This process converts THC into 11-hydroxy-THC, which is more potent and extends the duration of effects. Pros: Longer-lasting effects, discreet consumption method. Cons: Delayed and potentially unpredictable onset, making it difficult to gauge the proper dosage, especially for beginners. |
| Safe Consumption | |
| What is the recommended starting dose for someone new to cannabis? | Microdose 1mg-5mg |
| How can customers avoid overconsumption of edibles? | Start small and slow |
| What should a customer do if they feel “too high”? | If available, ingest CBD to help combat the THC. Hydrate and eat. Provide yourself with distractions. Stay calm. |
| Can THC products be mixed with alcohol or prescription medications? | Please seek doctor advice. |
| Ordering & Delivery | |
| How do I walk a customer through placing an order online? | |
| How do I place an order on behalf of a customer by phone? | |
| What payment methods are accepted (cash, debit, ACH, cashless ATM)? | |
| What should I do if a customer’s card is declined? | |
| Delivery Rules & Requirements | |
| What areas can we legally deliver to in California? | |
| Can we deliver to hotels, workplaces, or public locations? | |
| What ID checks are required at delivery? | Valid identification must be present at time of delivery. |
| Can someone else accept the delivery on the customer’s behalf? | |
| What happens if the customer is not home at the time of delivery? | The delivery will be returned to the dispensary. |
| Order Tracking & Changes | |
| How can customers track their delivery? | |
| Can customers change their delivery address after placing an order? | |
| Can customers add items to an order after checkout? | |
| What do I do if a delivery driver is running late? | |
| Troubleshooting Customer Issues | |
| What to do if a vape cartridge is clogged or not producing vapor. | Warm the cartridge, Clean the mouthpiece, Blow through the mouthpiece, Preheat, Check for leaks, Adjust technique, If removable-clean coil, Consider the oil, Ensure proper storage techniques. |
| What to suggest if a vape battery is not charging. | Check power source/Cable/Charger. Examine battery and connection port. |
| What to do if an edible seems ineffective. | You haven't waited long enough, your tolerance is higher, You're consuming on an empty stomach, Your edible is outdated, genetics. |
| What to say if a customer says their product smells or tastes strange. | |
| What to do if a customer reports mold on flower. | |
| Order Errors | |
| How to handle missing items from a delivery. | |
| How to handle receiving the wrong product. | |
| What to do if the customer received the wrong strain or potency level. | |
| Refunds, Returns & Exchanges | |
| Can cannabis products be returned in California? | |
| Under what circumstances can a refund or exchange be issued? | |
| How to process a refund request. | |
| Internal Procedures | |
| When to escalate to compliance. | |
| When to escalate to store manager or delivery dispatch. | |
| How to log a customer complaint in the CRM. | |
| How to document a product quality issue for vendor follow-up. | |
| How to save and attach COAs for future reference. | |
| Customer Engagement & Education | |
| How to help a customer choose a product based on desired effect. | |
| How to explain terpenes and their effects. | Terpene: Pinene Flavor Profile: Pine, woodsy Effects: Anti-inflammatory, anti-bacterial, bronchial dilator Terpene: Humulene Flavor Profile: Spicy, herbal Effects: Appetite suppressant, anti-inflammatory Terpene: Limonene Flavor Profile: Citrus Effects: Uplifting, anti-anxiety, anti-depressant Terpene: Myrcene Flavor Profile: Earthy, musk, fruity Effects: Relaxation, euphoria, "couch-lock" Terpene: Borneol Flavor Profile: Mint, metallic Effects: Anti-inflammatory, analgesic Terpene: Phytol Flavor Profile: Floral Effects: Sedative, anti-anxiety, anti-inflammatory Terpene: Eucalyptol Flavor Profile: Minty, menthol Effects: Anti-bacterial, anti-fungal Terpene: Sabinene Flavor Profile: Peppery, spicy Effects: Digestive aid, anti-bacterial, antioxidant |
| How to educate customers on strain types. | |
| How to explain current promotions and loyalty programs. |