Shipping Info & Return Policy
SHIPPING INFO
General Shipping
EsmokerCanada Inc. generally ships orders from our warehouse within one to two business days. Please note that although your item may ship out immediately, it may take longer than that to receive your tracking number. Tracking numbers will be sent via email as soon as that information becomes available to us. We generally ship all orders via Canada Post. We reserve the right to use any carrier.
Please note your delivery time will vary by province and vicinity to a major city. EsmokerCanada Inc. does not take responsibility for products ordered by regular mail, as there is no tracking information available.
Have further shipping and tracking questions? Please review the information below.
*All of this information is an estimate; EsmokerCanada Inc. cannot guarantee delivery dates but only provide an approximation based on the information provided by Canada Post.
Important Information Regarding US and International Shipments
EsmokerCanada ships all products from Canada and does not collect taxes on orders placed from outside of Canada. Orders shipped to customers located outside of Canada may be subject to import duties, taxes, and customs processing fees. Please be aware that you are responsible for paying any applicable import duties, taxes, or fees that may arise. Unfortunately, we are unable to give estimates for these fees. Please contact your local customs office for more information.
You as the importer must be aware of your local laws and regulations for Electronic Cigarettes / Electronic Nicotine Delivery Systems (ENDS), accessories and E-Liquids. We will fulfill our obligations and ship your order to the location you specify after payment has been received, however, EsmokerCanada is not liable if your package is seized by customs upon entering your country. As the importer, you are solely responsible for the importation of the products that you order. As such, you must be aware of your own region's/territory's prohibitions and allowances for importing said products. EsmokerCanada will not be held responsible for your lack of knowledge regarding the importation laws of your country/county/city/province/state/territory/region. In the event of seizure, the importer is solely responsible for recovering the items, if possible. Should your package be sent back to us, we will issue a refund for your order less the shipping fees charged to you when you placed your order, less any penalty fees charged by the shipping service (UPS, Canada Post etc) for shipping unauthorized products. If you received free shipping, we reserve the right to reduce your refund by the actual cost of shipping your order to you.
Damages & Exchanges
Your satisfaction is our top priority! We only sell the finest quality products from reputable manufacturers and therefore rarely have problems with any of our products. But if your product is damaged or defective, please feel free to contact our customer service department. All defective products are covered by a 6 month warranty from EsmokerCanada. Feel free to contact us via email or by phone. As we strive to ensure our customers are completely satisfied with all their merchandise purchased by us. If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
Proof of Age
You must be at least the Age of Majority to buy and/or use this website. You must be at least the Age of Majority (19+in Ontario) to buy and/or use this website or enter our stores. Government-issued identification is required.
Return Policy
What if I decided to cancel my order before shipping?
If your order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to the terms below.
I received the product, but the product is not working properly, its missing parts, or is visibly damaged or deformed?
If the item isn't working correctly, and it does not appear to have been damaged during shipping, please refer to the 6 month warranty information under the terms and conditions. If the item is damaged or defective due to shipping damages, please see below.
What do I do if I received an item that appears to have been damaged during shipping?
If a package appears to have been damaged during shipping, the product inside is often still intact. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until we've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to have your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly, due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount of the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund. NOTE: any shipping insurance claim must be made immediately
You have received the product but you have decided you want to return it:
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
1) The item must be unopened, unused, and still in the original manufacturer's packaging. NOTE: Prefilled PODS or tank systems are not to be returned to protect customers against tampering.
2) You must contact us to notify that you'd like to return the item within 30 calendar days of receiving the item
If you return an item without both of the above requirements, the item will be refused and come back to you with no refund issued. If you meet both of the above requirements, your refund will be issued to you in the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit.
Customer assumes all cost in shipping items back to EsmokerCanada, and EsmokerCanada assumes all cost in shipping the item back to the customer. Shipping costs incurred are non-refundable/creditable
You refuse the delivery of your order, and it comes back to us:
If you refuse an item and it is returned to us, you will be issued a store credit less a 15% restocking fee and our actual cost for shipping and handling.
Shipment lost in transit:
As soon as any item leaves EsmokerCanada's warehouse and a tracking number is provided, we are no longer responsible for the delivery of your package. You are responsible for ensuring the shipping address is correctly entered. If the address has been entered incorrectly, you must contact Canada Post directly to resolve the shipping issue. Please note, any delays or delivery errors caused by Canada Post or UPS are completely out of our control. However, if you have not received your delivery and it has been more than 5 business days from date of "shipped" notification, please contact our support staff. Don't forget to include your date of order and the order ID to create an investigation ticket with Canada Post or UPS.
Before you notify us, please confirm that your package is not with a family member, concierge or in your mailbox. We will also need in writing (signed and dated) that you have not received the product and would like for EsmokerCanada to create an investigation ticket. After an investigation ticket is opened with Canada Post or UPS, a copy will be emailed to you. We require confirmation from you on any updates you may receive through the course of the investigation. Please note that we must wait until Canada Post or UPS confirms that your package has been lost, before we can process a credit or re-send the products to you. If Canada Post or UPS finds your package during their investigation the product(s) will be delivered to you at the earliest convenience. Every package shipped by EsmokerCanada is automatically insured only up to $100.00 maximum. In the event that Canada Post or UPS lose a package and you notify us within 30 days of placing your order, we will apply store credit (no cash refunds) to your account in the amount of your order up to $100.00 maximum, plus any shipping costs that you may have paid directly. The store credit will only be applied once a confirmation from the Canada Post or UPS is received by us. We have no control over how long this process takes. Note, US and International non-tracked items do not have insurance, and will not be replaced in the event of loss.
Should you require more information on our companies’ Shipping Info & Return Policy, please do not hesitate to contact us at 1.888.209.5052 to speak to one of our knowledgeable representatives.