Frequently Asked Questions(FAQ)

How can I place an order?

To place an order, please follow these steps:

Step 1: Visit our official website at Smokes Canada and create an account. By becoming a member, you will gain access to exclusive offers and discounts.

Step 2: Browse through our extensive selection of premium cannabis products and reputable brands. Once you’ve made your selection, add the items to your cart.

Step 3: Review your order and proceed to checkout. Upon successful payment, a confirmation email will be sent to you.

Step 4: Once your order has been confirmed, please allow 2-5 business days for your items to arrive via Canada Post.

Please remember to use the promotional code: NEW5
at checkout to avail a 5% discount and enjoy extra free gifts and perks. This code is exclusively valid for first-time buyers.

How will my order be packaged?

Your order will first be secured in an airtight, sealed bag, which will subsequently be vacuum-sealed for an additional layer of protection. This package is then placed in a nondescript box to ensure discretion. We take privacy seriously, hence, all our products are housed in odor-proof bags and vacuum sealed once more for optimal security and confidentiality..

Can you ship to my location?

We are pleased to offer mail-order services throughout Canada. If you reside in a rural area without a mailbox, rest assured, we can send your order to the nearest Canada Post outlet for your convenience and collection.

When are your operating hours?

Our Customer Support team is available from 11 AM to 8 PM, Pacific Standard Time. Please note, our online dispensary operates around the clock, allowing you to place orders at your convenience 24/7.

Can I modify or cancel my order?

If you wish to add to or amend your order, we kindly ask that you place a new order reflecting the desired changes. Subsequently, please email us concerning your previous order so that we can proceed with its cancellation.

Should you need to cancel an order that has not yet been processed, you are able to do so directly through our system.

Please direct all related correspondence to [email protected], using your order number as the subject line.

What are your shipping rates?

Our shipping fee is $14.99 for orders in Ontario and Quebec

Orders for all other provinces and territories is $24.99 for orders under $299 and $29.99 for orders over $299.

We ship from Ontario using Canada Post Expedited mail, and it usually takes:
1-2 business days in Ontario
2-5 business days outside of Ontario
3-8 business days outside of Ontario to remote locations

You will get a tracking number emailed to you after you place a successful order so you will know when to expect your package.

Also, Canada Post might have delays every now and then, but most of the time they are relatively on schedule.

What is the estimated delivery time for my package?

Delivery times typically fall within a 2-5 business day range. These timings are influenced by several factors, including your specific location, when you placed your order, and the operational schedule of Canada Post. Please note, deliveries to rural areas within Canada may require an additional few days for transit. If your package has not arrived within 5 business days from the expected delivery date, please do not hesitate to contact us. Our team will work in conjunction with Canada Post to address and resolve any delays.

When will my order be shipped?

Orders placed before 9 AM Pacific Standard Time will be dispatched on the same day, provided that the payment has been successfully processed by our team. Please be aware that our payment processing system can take up to three hours to direct your payment to the provided email address. To ensure same-day shipment, we advise initiating the payment process well before the 9 AM cut-off time.

Please note that Canada Post, our primary shipping partner, operates from Monday to Friday only, and we do not dispatch orders over the weekend. However, you can still place your order and make payments over the weekend, as we continue to process orders throughout this period.

Can l track my package?

Absolutely. Once your payment has been processed, you will receive a Canada Post tracking number via email within 24 hours. This tracking number allows you to monitor the progress of your package. Simply click the link provided in the email or manually enter your tracking number on the tracking page of the Canada Post website: Canada Post Tracking

For instant updates, we recommend adding your email or phone number on the Canada Post website to enable notification alerts.

What steps should I take if my package hasn’t arrived?

If your package doesn’t arrive within three business days beyond the estimated delivery date, we request that you contact us immediately. This will enable us to promptly initiate a trace with Canada Post.

Once the trace has been filed, Canada Post will begin an investigation. This process may take up to five business days. If they locate your package during this time, it will be sent to your address and should arrive within a few days.

Please bear in mind that during peak periods, such as holidays, including Christmas and Black Friday, and during other significant events, there might be slight delays in scanning, updating, and delivering packages.

Rest assured, within 24 hours of your payment being processed, you will receive an email containing your Canada Post tracking number. You can use this number to track your package either by following the provided link or by manually entering your tracking number.

What forms of payment do you accept?

Currently, we accept payments exclusively through Interac e-Transfers. Detailed payment instructions will be included with your order. Please note that the preparation of your order will commence only after the receipt of your e-transfer. Once payment is confirmed, we strive to ship your order within 1-2 business days.

We are actively exploring options to broaden our payment methods. If you have any suggestions or recommendations, we warmly invite you to reach out to us at [email protected].

What should I expect after sending an Interac e-Transfer?

Please note that it may take up to 2 hours for our system to process and acknowledge your e-Transfer. If your payment is not accepted within a few hours, there’s no cause for concern. We are likely processing other orders and will attend to yours in the order in which the payment was received.

What is your refund policy?

We currently do not accommodate returns or exchanges. However, we are committed to your satisfaction. If you encounter any issues with your order, kindly contact us promptly at [email protected] or reach out to us via our live chat feature. Our dedicated customer service team will assist in finding an appropriate resolution to your concern.

What should I do if there’s an issue with my order?

If you encounter an issue with your order such as a missing, defective, or incorrect item, rest assured that we are committed to assisting you in rectifying the situation. Here are the steps to follow:

  1. Contact our Support Team: You can reach us through our website’s chat function, by email at [email protected], or by opening a support ticket on our website.
  2. Provide Order Details: In your communication, please include your order number, the name of the problematic product, and a detailed description of the issue. Please also attach any relevant photos or videos of the defective product for a more accurate assessment.

Please note that you have up to 2 days from receipt of the order to report any issues.

Following the receipt of this information, we will promptly work towards a resolution. If the product issue cannot be troubleshooted, we will offer a credit to your account in the form of points or a free replacement, as per your preference.

We prioritize your satisfaction and will do our utmost to resolve any product issues swiftly and effectively.

How does the rewards program function?

Our rewards program is designed to provide you with valuable points with each purchase, which can be accumulated and redeemed for special gifts and rewards. Below are the steps to participate in Smokes Canada’s loyalty program and earn free products:

Step 1: Register for an Account Initiate your journey by signing up and creating an account. You can register through our website or via our live chat platform.

Step 2: Place an Order Following the verification of your account, you’re all set to place your order. Payment can be made via e-Transfer.

Step 3: Earn Rewards Points For every dollar spent, you will earn 1 reward point.

Step 4: Redeem Your Rewards Each set of 40 points equates to $1, giving you a return of 2.5% in cash value. You can conveniently redeem your points on the cart page or at the checkout page.

Receive reward points for leaving us a review

Our reward program offers you the opportunity to accrue points when leaving reviews

  1. Google Reviews: Leave a review for us on Google, take a screenshot of your feedback, and send it to us. Upon receipt and verification, we will credit your account with reward points equivalent to $5.
  2. Product Reviews: We also encourage you to share your experience with the products you have recently purchased from us. For every product review you submit, your account will be credited with reward points worth $1.

Please note that points for product reviews will only be awarded if the review pertains to a product you have recently purchased.

Do you offer any gifts?

Absolutely! We extend a warm welcome to our first-time customers with a special 5% discount and a complimentary gift with their initial purchase. To avail of this offer, please apply the code ‘NEW5‘ at checkout (please note, this discount is not applicable on promotional or sale items).