Frequently Asked Questions
Placing an Order
Step 1: Create an Account
Start by registering on our website. Click the “Login/Register” button in the top-right corner of the homepage to set up your account quickly. Once registered, you can explore our wide selection of cigarettes, vapes, and/or nicotine pouches.
Step 2: Add Products and Checkout
Browse our online catalog and add your favourite products to your cart. When you’re ready, go to the cart page to review your items, apply any discounts, and proceed to checkout. At checkout, you’ll find instructions to complete your payment via Interac E-Transfer.
Step 3: Shipping and Tracking
Once your payment is confirmed, we’ll ship your order using Canada Post Xpresspost. Tracking details are sent out daily via email at 3:00 PM PST, so you can keep an eye on your package. If you have any questions, feel free to contact us.
Your order will move to the processing stage once your Interac e-Transfer is successfully matched with your order number (ensure the order number is included in the message or notes section of your transfer). Once the payment is accepted, we’ll begin processing your order.
Important Notes:
- Orders placed over the weekends sometimes may be processed and shipped on Monday.
- Interac e-Transfers may take up to 2 hours to be delivered and processed by our payment system.
- If your order remains on hold for more than 24 hours and your transfer status is still pending, it likely means the payment hasn’t been received or the transfer instructions weren’t followed correctly. A common mistake is mistyping the email address.
Double-check the details of your e-Transfer to avoid delays and ensure a smooth transaction.
If you believe that you have a defective product please contact us within 48 hours of receiving the product. Please note that we only issue refunds in the form store credits.
If your Interac e-Transfer payment has already been accepted and you’d like to cancel your order, please contact us immediately. We can only issue refunds in the form of store credit.
If your payment hasn’t been accepted yet, you can cancel the e-Transfer directly through your bank.
Please note: Once your order has been shipped, we are unable to cancel it or issue a refund.
Payment and Fees
Currently, we only accept Interac E-transfer.
We include all extra costs within the product price. The price stated will be the final price.
If your e-Transfer remains pending or hasn’t been received, several factors could be at play:
- If you omit the order number from the notes section of your e-Transfer, we might not be able to link your payment to your order.
- If you’ve sent the payment to an incorrect email address, we won’t receive your e-Transfer.
- If your bank flags the transaction as suspicious, you’ll need to contact them for confirmation to proceed with the transfer.
- Not adhering to the correct question and answer, as outlined in the payment instructions, may result in us being unable to accept the e-Transfer.
In the event that your order’s payment cannot be processed due to any of the reasons mentioned above, you’ll receive an email notification from our accounts team. If no payment is received within 24 hours, your order will be automatically canceled and cannot be reinstated. You’ll need to place a new order.sfer to avoid delays and ensure a smooth transaction.
Shipping and Delivery
Currently, we only ship within Canada.
If you place an order with us by 3 pm (PST), your order will be shipped the same business day. If you place your order after 3 pm (PST), your order will be shipped the next business day.
No, Smoke Supply operates exclusively online and does not have a physical storefront. All orders are placed through our website and shipped discreetly via Canada Post directly to your door anywhere in Canada.
We ship with Xpresspost Shipping via Canada Post.
After your order is sent out, you can expect to receive it within 1 to 3 business days using Canada Xpress Post.
Please keep in mind that unforeseen delays might occur that are beyond our control and could affect your delivery.
When tracking your package, watch for the “Item out for Delivery” status. This means your package has left the sorting facility and is en route.
Please be aware that Canada Post could face delays on statutory holidays, during holiday seasons, and when weather conditions are extreme.