Shipping & Tracking
Orders are processed and picked up between 3pm to 5pm Eastern Time, Monday to Friday. It typically takes one business day to process an order. Shipping time can vary depending on your location and choice of courier.
We comply with all applicable laws regarding the sale and distribution of tobacco, nicotine and/or related products to customers over the age of majority in their respective jurisdictions; therefore, a signature and an ID check are required on delivery or pickup for all orders. As a result, packages cannot be left at the door or in a mailbox. Orders shipped to a P.O. box address will be held at your local Canada Post office for pickup.
Any orders sent with free shipping are shipped via Canada Post’s expedited parcel service. In order to qualify for free shipping, the subtotal of your order (after discounts, but before taxes) must exceed $49CAD.
Estimated Shipping time after dispatch to major metros. Actual times may vary.
Please note that any terms defined in our Terms which are used in this Shipping, Tracking and Missing Package Policy shall have the same meaning. This Shipping, Tracking and Missing Package Policy forms part of the Terms and is incorporated therein by reference.
SHIPPING & TRANSIT TIME
Estimated shipping times may be affected by a number of factors, including, but not limited to:
Choice of courier service (e.g. Canada Post’s expedited parcel service, Xpresspost, etc.);
Your location (please note that all orders are shipped from Vaughan, Ontario);
The day on which the order was placed (some couriers do not operate on weekends or holidays);
Weather conditions; and
Acts of God (natural hazards and unavoidable occurrences outside of our control, e.g. earthquakes, wildfires, floods, rebel uprisings, frog attacks, etc.).
Please refer to courier of choice’s estimated shipping times if you require further clarity before ordering.
Once your order is placed, the applicable courier will provide you with an estimated shipping date. The date of arrival may vary from the estimated date.
Please note that we do not provide any shipping or delivery services. We rely solely on our courier partners.
CREDIT CARD PAYMENTS
If paying by credit card, please note that using a billing or shipping address that is not associated with your credit card may cause our credit verification system to flag your order.
If you are placing an order for yourself, the billing information and shipping information must match, or you must ship to an address authorized on your credit card.
If you’re placing an order as a gift, you may be required to contact your credit card provider and have this address approved.
LOST OR DAMAGED PACKAGES
Once a package leaves our warehouse facility and a tracking number is provided, the package and purchased products becomes the responsibility of the applicable courier. Delays and/or errors on the part of courier companies are completely out of our control. However, for your protection and convenience, we automatically insure purchases of up to a total amount of $100 CAD for any customers that request trackable shipping.
In the unlikely and unfortunate event that an error occurs in connection with your order:
Before a courier investigation is started, please confirm that the applicable package was not inadvertently accepted by a concierge, roommate, or family member;
Please double check to ensure that your package has exceeded the estimated shipping time provided above, and that there are no delay notices posted to our Site;
You may reach out to our customer service team via e-mail at [email protected]. Don’t forget to include your order number;
After an investigation has been initiated, a confirmation notice will be sent to you from our customer service team;
The courier may also reach out to you via phone or e-mail to confirm the package has not been received; and
A courier investigation may take up to 5 business days, or longer in complex cases. Unfortunately, we must wait until an investigation has been completed before resending or refunding the order, for insurance purposes.
TORONTO 89318-1 1615329v5