Contact Us

Get in touch with us for any questions you have. We’ll get back to you as soon as possible.

Support Hours:
Monday – Friday, 10am – 6pm Eastern Time

Retail Location Hours:
7 days, Monday – Sunday, hours may vary. Please see the locations section below for direct store location contact information.

Before you call, please ensure you have an order number available and have a look at our most commonly asked questions:

Q: Why is my order taking so long to reach me?
A: Federal and Provincial regulations and social distancing practices have unfortunately led to extended processing, delivery and response times.

Q: Why haven't I received my tracking information?
A: Your tracking information will be provided to you, via the email attached to your order, when your parcel is in queue to be shipped out. Please note that it will not become active until the courier scans our manifest. If you have not received your tracking information, look in your junk mail folder and verify the email listed on your account as correct.

Q: Why is my tracking information incorrect?
A: Tracking updates may also be delayed due to the amount of orders being shipped by e-commerce retailers at this time and estimated delivery dates reflect when your package is scheduled to be delivered, but do not take into account any delays. We can not provide you with any updates on your order after it has been shipped.

Q: I opened a ticket, why has no one answered it?
A: We answer tickets in the order they are received and someone will get back to you. Unfortunately, due to the higher than normal volume of inquiries we're receiving at this time our responses may be delayed. We ask that you DO NOT open multiple tickets - doing so will place your original ticket at the end of our ticket queue and result in a longer response time.

Q: Why is Canada Post saying I need to retrieve my parcel from the post office?
A: Due to social distancing guidelines, Canada Post has requested that packages requiring age verification be retrieved from a Canada Post office. The location where your parcel is being held will be listed on your tracking information viewable on the Canada Post website. Please remember to bring your pickup slip, tracking information and Valid Canada Photo ID when you pick it up.

Q: Are any of your in-store locations available for curbside pickup?
A: Yes! You can see a list of our currently open locations and store hours here: 180smoke.ca/pickup