In order to return or exchange products purchased through our Site, you must contact our customer service team within 6 days of your order being delivered. Please ensure that your claim includes the reason for the return request, whether you are requesting for a return or exchange, and the order number associated with the product in question.
Our customer service team will then provide you with an RMA number to reference your file, as well as the return shipping address. Please ensure that the unique RMA number is displayed clearly on the outside of the return package so that your return can be identified upon arrival to our warehouse. A prepaid shipping label will be provided to you for purposes of shipping the product to our warehouse.
Upon receipt at our warehouse, all returns will be assessed to ensure the product(s) are in fact brand new, unused and in a saleable condition. Once we determine this, we will initiate the exchange, credit or refund in the same form as the original method of payment tendered.
PLEASE NOTE THAT returns for refunds of any product(s) purchased through our Site (other than defective products) will be subject to a restocking fee equal to 10% of the price that you originally paid for the product(s) (including all applicable taxes). Due to the nature of our Site and shipping services, your original shipping fee and this restocking fee on returned orders are non-refundable.
Please also be advised that all of our packages are shipped using Canada Post’s Age Verification service to ensure that every person that places an order with us is at least the age of majority to purchase tobacco, nicotine and/or related products in their respective jurisdiction. If you are not able to present valid photo ID to confirm your age upon delivery or pickup, your package will be returned to us, and any items eligible for a refund will be subject to a fee equal to 50% of the price you originally paid for the product(s) plus shipping charges, plus all applicable taxes.
Products that have been used in any capacity shall not be refunded or exchanged for other products except in the case of a proven defect.
Products that are returned without prior confirmation from, or communication with, our customer service team may take up to an additional 14 business days to be processed.
Refunds typically take up to 72 working hours to process after the refund has been initiated, and another 5 business days from the date and time at which we receive the returned product.