Refund Policy
Refund Policy.
How we handle issues with your order. The honest version. Lost packages, missing items, wrong products, damaged goods, dry tobacco — all covered. Buyer’s remorse on consumed product isn’t. Real timelines, real procedures, no fine print.
Tobacco is final-sale.
Like every legitimate Canadian tobacco retailer, we cannot accept returns of consumed or opened products for health, regulatory, and resale-integrity reasons. Once a pack or carton is opened, it cannot be returned, exchanged, or refunded. This is industry-standard.
That said: everything that goes wrong before you open the product is our problem to solve. Lost packages, missing items, wrong products shipped, damage in transit, freshness issues — we cover all of these without giving you the runaround. The list is below.
Issues we’ll make right.
Every issue listed below is covered with replacement, store credit, or refund (your choice). Contact support within 7 days of delivery (or expected delivery for missing parcels) with your order number.
Package Lost in Transit
Your tracking shows the parcel never arrived, or shows “delivered” but you didn’t receive it. We work with Canada Post to investigate. If confirmed lost, we reship at no cost.
Missing Items
Your parcel arrives but one or more products are missing. Photo of the parcel and contents within 7 days of delivery. We ship the missing items at no cost.
Wrong Product Shipped
You ordered Canadian Classics Original and received Canadian Classics Silver, or any similar mix-up. Our error, our fix. Photo within 7 days, we ship the correct product at no cost.
Damaged in Transit
Crushed cartons, broken packs, moisture damage, opened parcels. Take photos of the parcel as received (before unpacking further) within 7 days. We replace damaged products at no cost.
Stale or Dry Tobacco
Tobacco arrives dry, stale, or below standard freshness. Inspect within 7 days of delivery. If the product fails our freshness standard, we replace it at no cost. This is rare because stock rotates weekly.
Defective Product
Cigarettes that crumble out of the pack, filters that fall off, packs with broken seals on arrival, vapes that don’t work. Photo or video within 7 days of delivery. Replacement at no cost.
Payment Issues
Double-charged via Interac e-Transfer, partial payment received, or e-Transfer rejected. Contact support immediately. We refund any duplicate or excess payment within 3 business days.
Order Rejected at Delivery
Parcel returned to us because no one of legal age was available to sign. Order refunded minus the original shipping cost. The shipping cost is not refundable in this scenario because Canada Post performed the service.
Issues we can’t refund.
Being upfront. These scenarios fall outside our refund framework, and here’s why.
Change of Mind
“I decided I don’t want them after all” or “I quit smoking after I ordered.” Tobacco is final-sale on every legitimate Canadian retailer. Contact us before you order if you’re not 100% sure.
Don’t Like the Taste
Smoking experience is personal. We provide detailed product descriptions, brand match guides, and customer reviews to help you choose. We can’t refund opened product because you didn’t like it. Try ordering a single pack first to test a new brand.
Incorrect Address Provided
If you entered the wrong address at checkout and your parcel was delivered there or returned to us, we will work with you to reship, but the original shipping cost is not refundable and reshipping costs apply.
Damage After Delivery
Cartons crushed in your car, packs that got wet on your countertop, cigarettes that dried out because you stored them somewhere hot. Once the parcel is delivered intact, storage and handling are your responsibility.
Carrier Delays Within Estimated Window
If Canada Post takes 6 days when we estimated 4, we cannot refund or reship. Carrier delays within the broader estimated window are normal. If a parcel exceeds 7 days past the estimated delivery date, we treat it as potentially lost (covered above).
Returned Without Approval
If you ship product back to us without contacting support first and getting written approval, we cannot process a refund or replacement. Contact support before sending anything back.
The four steps.
From “something’s wrong with my order” to resolution.
Take photos within 7 days of delivery
For damage, missing items, wrong products, or freshness issues, photos are the fastest path to resolution. Take pictures of the parcel as received (before unpacking further if it’s damaged), the contents, and any specific issues. Clear photos resolve claims in hours instead of days.
Email support with your order number
Contact us via the contact form or email support directly. Subject line: ORDER ISSUE — [Your Order Number]. Include a brief description of the issue and attach the photos. Our support hours are Monday-Friday, 9 AM to 5 PM ET.
We respond within 2 business days
Most claims are reviewed and approved within one business day. Complex cases (lost parcels requiring Canada Post investigation) can take 2 to 5 business days as we work with the carrier. We’ll keep you updated throughout.
You choose: replacement or store credit
For approved claims, you choose how you’d like it resolved. Replacement product ships at no cost (typical timeline: 24-hour processing, 2 to 7 business days delivery). Store credit valid for 12 months on any future order. Cash refunds via Interac e-Transfer reversal in cases where store credit isn’t appropriate.
Cancelling before it ships.
Orders can be cancelled at no cost before they ship. The cancellation window is typically 1 to 2 hours after order placement, depending on time of day. Once an order has been packed and handed to Canada Post, it cannot be cancelled or recalled.
To cancel:
- Contact support immediately with your order number
- If your e-Transfer hasn’t been deposited yet, simply cancel the e-Transfer through your bank
- If the e-Transfer has been deposited but the order hasn’t shipped, we’ll refund via reverse e-Transfer within 3 business days
- If the order has shipped, the cancellation window has closed
Orders that have shipped cannot be cancelled. If you no longer want a shipped order, you can refuse delivery, in which case the parcel returns to us and a refund is processed minus the original shipping cost. Note that refusing delivery is not the same as not being home: if Canada Post leaves a delivery card, the parcel will sit at the post office for 15 days before being returned.
How money comes back.
Replacement product (default option)
For most covered issues, the simplest resolution is a replacement product shipped at no cost. This is typically the fastest path. New parcel ships within 24 hours of approval, with the same tracked Canada Post delivery and plain unmarked packaging as your original order.
Store credit
If you prefer not to receive a replacement (e.g., the issue was specifically with one product variant you no longer want), store credit is issued in the amount of the affected items. Store credit is valid for 12 months from issue date and can be applied to any future order at checkout. There are no restrictions on what you can use store credit for within our catalogue.
Cash refund (selective scenarios)
In specific scenarios where replacement and store credit are not appropriate (lost parcel where you no longer want to wait, payment errors, order cancellation before shipment), we issue a cash refund via reverse Interac e-Transfer to the same email address that originally paid. Reverse e-Transfers typically settle within 1 to 3 business days through your bank.
Note on credit cards: Since we don’t accept credit card payments (Visa, Mastercard, and Amex prohibit tobacco transactions), there is no credit card refund pathway. All refunds flow through Interac e-Transfer to your original sending email address.
FAQ.
My tracking shows “delivered” but I never received the parcel. What do I do?
This is the most common shipping issue. Before contacting us, check all property entry points (front door, back door, garage), check with neighbours, and check with building concierge or mailroom if applicable. Wait 24 hours, since Canada Post tracking sometimes updates “delivered” before the parcel physically arrives. If the parcel still hasn’t appeared after 24 hours, contact support with your order number. We’ll work with Canada Post to investigate. If they confirm lost, we reship at no cost.
My tobacco arrived dry. Is that covered?
Yes. Native cigarettes are stored at our warehouse in proper humidity-controlled conditions and ship in sealed manufacturer packaging. If you receive a carton where the tobacco is noticeably dry or stale on first inspection, contact support within 7 days with photos. We replace at no cost. This is rare because our stock rotates weekly direct from manufacturer.
I changed my mind about the brand I ordered. Can I return it?
If the carton is unopened and still sealed in original cellophane, contact support within 7 days of delivery and we may be able to accept a return for store credit (you cover return shipping). If any carton or pack has been opened, it’s final-sale per industry-standard tobacco retail practice. We strongly recommend ordering a single pack ($5.99) to test a new brand before committing to a carton.
How long does a refund take?
Replacement product ships within 24 hours of claim approval, then 2 to 7 business days delivery via Canada Post. Store credit is applied to your account within 24 hours of claim approval and available immediately for use. Cash refunds via reverse Interac e-Transfer typically settle in 1 to 3 business days through your bank. Total turnaround for a typical claim is 3 to 10 business days from initial contact.
Why is the 7-day window so short?
Tobacco product condition can change with storage after delivery. The 7-day window protects both us and you: it’s long enough that you can inspect product without rush, but short enough that any storage-related changes after delivery can’t be confused with delivery condition. Most legitimate claims are filed within 24 to 48 hours of receipt anyway, because the issue is obvious immediately.
What if I miss the 7-day window?
Contact support anyway. We review claims past the 7-day window on a case-by-case basis. The shorter the window has been exceeded, the more likely we can help. Claims filed weeks or months after delivery generally cannot be processed because we can’t reasonably distinguish delivery condition from storage condition.
My e-Transfer was deducted but the order shows pending. Was I charged twice?
Most e-Transfer issues resolve themselves within 30 minutes as the bank processes the transfer. If your bank shows the e-Transfer was sent but the order is still pending payment after 2 hours, contact support with your order number and the e-Transfer reference number from your bank. We’ll reconcile and either process the order or refund the duplicate payment. We monitor for double-payments and proactively refund them when detected.
I refused the parcel at delivery because I changed my mind. Will I get a full refund?
You’ll get a refund for the product cost, but the original shipping fee is not refundable in this scenario. Canada Post performed the shipping service successfully, so we cannot recover that cost. If your order qualified for free shipping (over $199), there’s no shipping cost to deduct, and you’ll get a full product refund minus a small processing fee in some cases.
Can I return product I bought as a gift if the recipient doesn’t want them?
If the cartons are unopened and still in original sealed packaging, contact support within 7 days of delivery. We may be able to accept a return for store credit on a case-by-case basis. The recipient can also be added to your account if they decide they want them later. Once any pack is opened, it cannot be returned.
Why does the refund go to the same email that paid?
Reverse Interac e-Transfer requires the same email address as the original payment for security and anti-fraud reasons. The refund cannot be sent to a different email or account. If the original sending email is no longer accessible, contact support to discuss alternatives.
Do you keep my payment info on file?
No. Interac e-Transfer transactions don’t store payment credentials with the merchant. We have a record of the email address that paid (for refund purposes) and the amount, but no banking information. Each new order requires a fresh e-Transfer through your bank. See the Privacy Policy for full details on what we store and what we don’t.
Real humans. Real fast.
Most claims resolved within 1 business day. Photos and your order number are all we need to get started. Support hours: Monday to Friday, 9 AM to 5 PM ET.
Effective date: April 28, 2026 · This policy supersedes all previous refund policies. We reserve the right to update this policy with reasonable notice. Material changes will be communicated via email to active customers and posted at the top of this page.
See related policies: Shipping · Age Verification · Privacy · Terms