Refund and Returns Policy
Last Updated: April 7, 2026
We stand behind our products and our service. If something goes wrong with your order, we will make it right.
Questions? Email: info@nativenicotine.co
Important: Due to health regulations and the nature of tobacco products, all sales are final. We do not accept returns on opened products.
What We Will Resolve
Despite the no-returns policy on opened products, we absolutely will address the following issues:
1. Missing Order
If your order does not arrive within the estimated delivery window (7 business days for most provinces, 12 for territories), contact us at info@nativenicotine.co. We will investigate with the carrier and either confirm delivery status or re-ship your order at no charge.
2. Missing Items
If your order arrives but is missing one or more products, take a photo of the box and contents and email us within 48 hours of delivery. We will ship the missing item(s) at no charge.
3. Wrong Products Shipped
If we sent the wrong brand, variant, or quantity — that’s our error and we’ll fix it. Email us within 48 hours of delivery with a photo of what you received. We will send the correct products or issue store credit, whichever you prefer.
4. Significantly Damaged Products
If your order arrives with products clearly damaged due to transit handling (crushed cartons, broken packs, moisture damage), take photos and contact us within 48 hours. We will assess and issue a replacement or store credit.
What We Do Not Cover
- Change of mind or personal preference
- Products that have been partially or fully consumed
- Orders returned without prior approval
- Damage caused by improper storage after delivery
- Delivery delays caused by the carrier (tracking shows in-transit)
- Incorrect addresses provided by the customer
How to Submit a Claim
- Email info@nativenicotine.co with the subject line: ORDER ISSUE — [Your Order Number]
- Include your order number, a description of the issue, and photos where applicable
- We will respond within 2 business days
- If approved, we will re-ship the affected items or issue store credit — your choice
Store Credit
Where applicable, refunds are issued as store credit valid for 12 months from issue date, applicable to any future order at checkout.
Order Cancellations
Orders can be cancelled before they ship. To cancel, email info@nativenicotine.co immediately with your order number. Once an order has shipped, it cannot be cancelled.
Contact
nativenicotine.co/ Customer Support
Email: info@nativenicotine.co
Response time: Within 2 business days
Contact Form: nativenicotine.co/contact/