FAQ

You must be of legal smoking age in the province where you reside to purchase electronic cigarette from this website. Falsifying your age for the purpose of purchasing products from this web site is illegal and is punishable by law. Purchasing items on behalf of a minor is prohibited and punishable by law.

We require Adult signature option on every single package, no exceptions. 

Because we utilize this option for all shipments, signature will be obtained upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show Proof of Age to sign and receive the package. 

IF WE HAVE A PACKAGE RETURNED BECAUSE AGE CANNOT BE VERIFIED, YOU WILL BE NOT ELIGIBLE TO GET REFUND.

ALL ORDERS WILL REQUIRE PROOF OF AGE!

We accept payment by Visa & MasterCard, Sezzle, Four, COD, and you can send
Interac E-Transfer payment us on purchase@smoketime.ca.

If you would like to return your items from your order (that are not damaged or used), please contact us within 14 days from the date your item was delivered to you. Items must be unused and in the original packaging with all accessories.  Once we have approved the return, we will send you a shipping label to print out and tape onto the shipping box. Please note that shipping costs will be deducted from your refund. This includes the cost of shipping the order to you, and then shipping the order back to us (ie. both ways).

Refunds will only be issued once your return has been received and processed by us. No exceptions.

Working items returned for warranty are not covered and shipping costs both ways are the customer's responsibility.

If you have looked in all of these places, and still have not received the parcel, then please send us a message for assistance. Then we can file a missing parcel claim with the shipping carrier. Once we file a the claim, the shipping carrier (ie. Canada Post, Purolator, FedEx) will attempt to locate the parcel and will contact you by email or phone to verify your address and confirm that you have not received the package. This process can take up to 7-10 business days to complete. Once the shipping carrier has completed their investigation and approves the claim, we will contact you and ask if you would like us to resend your order or provide a refund. The investigation must be concluded with the shipping carrier before any orders are resent or refunded.  No exceptions.

If you need to cancel your order, please contact us as soon as possible. We can only cancel orders that have not been shipped yet.

Please allow up to 24 hours for the shipping carrier to activate your tracking number. If it is still not working after 24 hours has passed, then please contact us. Please note that tracking information may not update over a weekend / holiday.

We are located in New Brunswick. Our customer support hours are 10 am to 10 pm ADT

If we made a mistake with your order, or if there is a defect, please contact us. If you received a defective item, please provide photos of the product and the box your order came in. If you received an incorrect item, please provide a photo of the incorrect item along with your packing slip.

We must be notified of any product defects within 2 days of delivery.

If the item is being sent back to us, we will email you a shipping label for you to print and tape onto the box. Please use the same box that your order came in originally.  Once we have received and processed the return item, we will then ship you a replacement item. Under no circumstances will replacement items be shipped prior to your defective/incorrect item being returned.

If your order has been damaged while in transit, please contact us with photos of the shipping box as well as the broken or damaged product(s).  We will open an insurance claim with the shipping carrier.  Glass products are not covered by insurance and any glass items that have been broken in transit will be refunded with store credit upon receipt of the photos described above. 

We ship across Canada and offer free shipping on orders over $100. We also offer flat rate shipping of $15 on orders over $50.

Please refer to the shipping confirmation email you received from us to check the status of your order. The tracking link provided will have the most accurate status of your order. If you cannot find your shipping confirmation email, please contact us and include your name, order number and city and we will send you another email with your tracking number.

Yes, please do! Call us at 1-506-857-0420, chat with us or email us at support@smoketime.ca

In order to receive your package from the courier you are required to present a piece of valid, government issued, photo ID to prove age of majority. Some couriers may request a signature as proof of delivery. In the event that your order is transferred to a post office or pickup location, you will be required to claim it with a pickup notice from the courier and a piece of valid, government issued, photo ID confirming age of majority.

Packages cannot be left at the door or in a mailbox.

Due to Covid-19 precautions, Canada Post has temporarily changed its delivery method. They will not be delivering parcels that require proof-of-age to the customer’s door. Instead, Canada Post will leave a notice card directing customers to a nearby outlet for pickup. To retrieve your package, you will need to show a valid government issued photo ID which proves you are of age of majority and reside at the shipping address of the parcel.

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