Frequently Asked Questions
Ordering Info
To place an order on our website, follow these simple steps:
Browse our wide selection of tobacco products.
Select your desired item(s) and quantity.
Click “Add to Cart,” then proceed to checkout.
Enter your shipping and payment details, and confirm your order.
You must be a Canadian resident of legal age in your province or territory (18 in Alberta, 19 in most provinces, 21 in Quebec). For more details, visit our Terms of Use.
We take discretion and safety seriously. Your order will be shipped in plain, unmarked packaging to protect your privacy and reduce the risk of theft. All items are securely packed to avoid damage during transit.
For more details, see our Shipping Policy.
We ship to most locations across Canada where the sale of tobacco products is legally permitted. Unfortunately, we do not ship outside of Canada. You must provide a valid Canadian address and meet your province’s minimum age requirement for tobacco purchases.
For a full list of shipping regions and restrictions, refer to our Shipping Policy.
Our online store is available 24/7, allowing you to place orders at your convenience. Our customer service team is available to assist you during standard business hours:
Monday to Friday: 9:00 AM – 5:00 PM (EST)
Saturday & Sunday: Closed
We aim to respond to all inquiries within one business day. For help, reach out via our Contact Page.
To process your order, we require a minimum purchase of $50 CAD (before tax and shipping). This helps us ensure shipping efficiency and maintain competitive pricing.
Order modifications or cancellations must be requested within 1 hour of placing your order and before it is processed for shipping. Once your order has been fulfilled or shipped, we are unable to make changes.
If you need assistance, please contact us as soon as possible via our Contact Page or email us at support@cigarettesonlinecanada.com.
Yes. We use actual photos of our products or official brand images. However, packaging may occasionally vary depending on manufacturer updates or regional packaging laws. We make every effort to ensure images accurately reflect the products we ship.
If you’re not receiving order confirmations, shipping updates, or responses from our support team:
Check your Spam or Junk folders.
Add our email address to your safe sender list or address book.
Ensure the email address you provided is correct.
If the issue persists, please contact us via Contact Page or at support@cigarettesonlinecanada.com and we’ll assist you in updating your contact information.
Common queries answered
Shipping
Shipping rates are calculated based on your order total, delivery location, and selected shipping method. We offer flat-rate shipping for standard delivery across Canada, and expedited options may be available at an additional cost.
To view current rates and any free shipping promotions, please visit our Shipping Policy.
Delivery times vary depending on your location and chosen shipping method. Generally:
Standard shipping: 3–7 business days
Expedited shipping (where available): 1–3 business days
Please note that delivery estimates are subject to change due to weather, holidays, or courier delays. Full delivery estimates are available on our Shipping Policy page.
Orders are typically processed and shipped within 1–2 business days after payment confirmation. Orders placed on weekends or holidays will be processed the next business day.
You will receive a confirmation email with tracking details once your order has shipped. Visit your Order History page to check status updates.
Yes! Once your order has shipped, we’ll email you a tracking number and a link to monitor your package’s progress. You can also log into your account and view your tracking information under the Order History section.
If you do not receive your tracking number, please contact us via the Contact Page.
If your package hasn’t arrived after the estimated delivery window:
Check your tracking number for any courier updates.
Confirm the shipping address provided in your order.
Look for a delivery notice or check with your local post office.
If it still hasn’t arrived after 2 business days from the expected date, reach out to us at support@cigarettesonlinecanada.com or through our Contact Page, and we’ll investigate the issue with the courier.
You must be present to receive the package and may be required to show valid government-issued photo ID proving you are of legal age in your province or territory. Some deliveries may require a signature to confirm receipt.
Failure to provide ID or accept the delivery may result in the package being returned to us.
We primarily use Canada Post for standard and expedited shipping services across Canada. In some cases, we may partner with other trusted carriers based on location and delivery method.
Yes, in most cases. Due to the nature of our products and age verification requirements, a signature and valid ID may be required to complete the delivery. This ensures that tobacco products are not left unattended or delivered to minors.
Tracking updates may take up to 24 hours to appear after your order has shipped. Delays can also occur if the courier has not yet scanned the package at the next checkpoint.
If tracking hasn’t updated for more than 2 business days, please contact the courier directly or reach out to our support team for assistance via our Contact Page.
Your order will be shipped in plain, unbranded packaging for privacy and discretion. The contents will be securely packed to prevent damage during transit.
For full packaging details, visit our Shipping Policy.
If your tracking number appears invalid:
Wait at least 24 hours after receiving the tracking email.
Confirm that you entered the number correctly.
Check with the courier (e.g., Canada Post) directly using their tracking page.
If the issue persists, contact our customer support at support@cigarettesonline.com or via our Contact Page, and we’ll verify your tracking details.
Common queries answered
Payment Info
We currently accept Interac e-Transfer as our primary method of payment. This ensures fast, secure, and reliable processing for customers across Canada.
Detailed payment instructions will be provided at checkout and in your confirmation email. For a step-by-step guide, please visit our How To Order Page
If payment is not received within the specified time frame (usually 24 hours), your order will be automatically canceled. We cannot hold unpaid orders due to limited inventory availability.
To avoid cancellation, please follow the Interac e-Transfer instructions promptly after placing your order. If you encounter any issues, reach out to us via the Contact Page.
Once you send the Interac e-Transfer:
You’ll receive a confirmation from your bank.
We will typically accept and confirm your payment within 1–3 business hours during regular operating hours.
A payment confirmation email will follow, and your order will move to the processing and shipping stage.
If you don’t receive confirmation within 24 hours, please double-check the transfer details or contact us via Contact Page.
No, we do not accept cash payments at this time. All transactions must be completed through Interac e-Transfer. This ensures secure, trackable, and timely processing of your order.
Visit our How To Order page for more information.
If you realize that you’ve entered the wrong shipping address, please contact us immediately at [insert email] or via the Contact Page. If your order has not yet been processed or shipped, we may be able to update the address.
However, if the order has already shipped, we cannot reroute the package. We are not responsible for lost or undeliverable packages due to incorrect address submissions, so please double-check your information before confirming your order.
If you realize that you’ve entered the wrong shipping address, please contact us immediately at [insert email] or via the Contact Page. If your order has not yet been processed or shipped, we may be able to update the address.
However, if the order has already shipped, we cannot reroute the package. We are not responsible for lost or undeliverable packages due to incorrect address submissions, so please double-check your information before confirming your order.
Yes, all applicable federal and provincial taxes are included in the prices displayed on our website. What you see is what you pay—no surprises at checkout.
In most cases, yes—all items will be shipped together in a single package. However, large or high-volume orders may be split into multiple shipments for safety or logistical reasons.
If your order is split, we will notify you and provide separate tracking numbers as needed. You can track all shipments via your Order History (placeholder) or the tracking email(s) sent to you.
Common queries answered
Product Issues and Refunds
We offer a 30-day return window for eligible items. To qualify for a refund, products must be unopened, unused, and in their original packaging. Some items, such as tobacco products that have been opened or tampered with, are non-returnable due to health and safety regulations.
Refunds are issued to the original payment method once we inspect the returned product. Please visit our full Refund and Returns Policy page for detailed information and instructions.
If your order is damaged, incomplete, or incorrect, contact us within 48 hours of delivery through our Contact Page or email us at [insert email].
Provide:
Your order number
A description of the issue
Photos (if applicable)
We’ll respond promptly to resolve the issue, whether through a replacement, refund, or store credit.
We take quality control seriously. If you believe a product is defective or compromised, please notify us immediately. Include:
Clear photos
Lot or batch number (if available)
A detailed description of the problem
Once we review the concern, we may issue a refund, replace the product, or offer loyalty credit depending on the situation.
Common queries answered
Promotions & Rewards
Our rewards program allows you to earn points for every purchase, which you can later redeem for discounts or free products. It’s free to join and starts automatically when you create an account.
Earn points: Based on the order value
Bonus points: For reviews, referrals, and promotions
Redeem points: During checkout
See our Rewards Program Overview page for more information.
Yes! You can earn bonus reward points when you leave a verified product review. Points are credited once your review is approved.
To submit a review, go to your Order History page and select the product you wish to review. Reward points earned will be reflected in your account within 48 hours.
You can redeem your points during the checkout process. If you have enough points in your account, you’ll see an option to apply them as a discount toward your total.
To check your current point balance or redemption options, log in to your account and go to the Rewards Dashboard
Yes, we occasionally include free gifts or samples with qualifying orders as a thank-you to our customers. These offers vary depending on inventory, order size, or ongoing promotions.
Check our Special Offers page regularly or subscribe to our newsletter for updates on current gift promotions.
Absolutely! First-time customers may be eligible for exclusive discounts or bonus rewards. Look for a welcome popup or visit our New Customer Offers page for details.
Be sure to sign up for our newsletter to unlock your first-time promo and receive ongoing updates on future deals.