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FAQ

FAQ

Do you have a question?

ORDERING

  • HOW DO I ORDER?

    • 1 – Locate the products you are interested in ordering 
    • 2 – Click on the desired product(s), choose your quantity then click “Add to Cart”.
    • Every time you add a product to your shopping cart, it will automatically added to your cart.
    • 3 – When you have all your products in your shopping cart go to “View Cart” by clicking the shopping cart icon on the top right side of the page.
    • 4 – When you are ready to checkout, click the Checkout button, and you will be redirected to the Checkout page. 
    • 5 – At this point, you will need to login with your email address and password. If this is your first time registering with us, you will need to sign up for an account.
    • 6 – Click “PROCEED TO CHECKOUT” when ready.
    • 7 – Review your billing details, shipping details and order details.
    • 8 – Choose “PLACE ORDER” when you are done.
    • 9 – Check your email for a confirmation letter and next steps to issue an E-Transfer.
    • 10 – Send your E-Transfer and congratulations! You’ve placed your order.
    • 11 – Allow us 2-3 days to process your order and expect delivery in 2-3 business days.

  • SHOULD I BECOME A MEMBER?

    Yes, In the Checkout page, you will need to login with your email address and password. If this is your first time registering with us, you will need to sign up for an account.

    • Now that you’re logged in, you will need to confirm your shipping information (name, address, email, contact number, order notes) and payment option (Interac E-transfer or Interac Online Payments).
    • If you’ve chosen payment by Interac E-transfer, you will be redirected to an order confirmation page where you will see your order number and instructions on sending an Interac E-transfer. Orders only ship after E-transfer has been received.

    Also, If you want to receive discounts and free gifts, we suggest on you signing up here.

  • CAN I CANCEL MY ORDER?

    If you want to edit or add to your order, you need to create a new order with us. We will then cancel the old order unless payment has been accepted. Email us at [email protected] with your order number that you want cancelled. This will be cancelled or edited if it hasn’t shipped out yet.

  • WHAT IS THE MINIMUM AMOUNT I CAN ORDER?

    There is no minimum, but there is a flat rate shipping fees of 15$ for all order less than 75$.

    All order over 75$ are free shipping !!!

PAYMENT AND FEES

  • WHAT METHODS OF PAYMENT DO YOU ACCEPT?

    Currently, we are accepting Interac E-transfers. Don’t worry, Interac E-transfers are safe, secure and convenient.

    When paying by Interac, instructions such the address to send payment will be provided in your online invoice. Orders will ship only after your e-Transfer has been received. Email transfers time ranges from a minute to hours, We will email you once we got the funds to initiate the transaction

    Your order will be cancelled if payment isn’t received within 48 hours of placing it.

  • NEVER SENT AN E-TRANSFER? HERE’S A TUTORIAL BELOW!

SHIPPING

  • WHAT ARE THE SHIPPING FEES?

    There is a flat rate shipping fees of 15$ for all order less than 75$.

    All order over 75$ are free shipping !!

    The order will be shipped with Canada Post – Xpresspost. Tracking number will be sent to you once your order is shipped.

    If you choose a cheeper shipping method that is not Xpresspost, you will not get a tracking number.

    We are not responsible for any lost order without tracking number.

  • HOW DO I ENSURE I GET MY ORDER?

    All our packages are sent via Canada Post Xpresspost.  You will receive a tracking number in your email.  If for any reason the package does not arrive, we will make arrangements to replace it. 

    If you choose not to use Xpresspost, and choose regular mail with no tracking, we cannot guarantee the shipment, and will not be replaced if lost.

  • I HAVE RECEIVED MY ORDER BUT MY PRODUCT IS DEFECTIVE / MIISING ITEM

    We will be more than happy to help you find a solution to this problem, note that our products are guaranted, so don’t worry, we’ll find a solution : )

    Please send an email to info@smokesignals.ca

     We require that you take a photo of the contents in your received order. Once you have done that, please send it over to [email protected] so that we can issue you a refund or store credit depending on the severity of the situation. We cannot help you if you do not provide us with the evidence we need so that we may conduct a proper investigation.

  • CAN SOMEONE TELL WHAT'S IN THE BOX/ENVELOP?

    All our packages are sent vacuum sealed to avoid any scent.  We do our best to ensure that our packaging is discreet and nondescript so it just looks like any other regular mail.  Discretion is our highest concern…

  • DO YOU SHIP INTERNATIONALLY?

    We do not ship anywhere outside of Canada. We only ship in Canada. Sorry : (

  • CANADA POST SAYS DELIVERED BUT I HAVE NOT RECEIVED MY PARCEL?

    There could be one of two scenarios here:

    1. The postal worker delivered the package to a wrong mailbox
    2. The postal worker scanned the package as “successfully delivered,” but it’s actually delivered the next business day.

    Canada Post says:

    An investigation involves contacting the addressee to confirm that the delivery took place or to better understand how they receive their mail. The front desk can be checked, mail room, or security room at the address to see if the package was accepted by someone else on the behalf of the addressee.

    Areas that can be checked:

    1. Community mailbox
    2. Around the location to see if the package was left in another location. The mailbox should also be checked.

    In some instances, a delivery scan is entered into our system before the item is delivered. If you believe that the addressee has received the package before we contact you, reply to this email and indicate that the item has been received.

    If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take between 5-7  business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will cover half your order as a one-time replacement up to $500 credit max.

CUSTOMER SERVICE

  • CAN I TALK WITH A CUSTOMER SERVICE REP?

    No, unfortunately we do not have a contact number. Our customer service representative is available from the Live Chat and by email Monday to Friday Sunday, 9am    9PM EST

  • WHAT IS YOU POLICY FOR RETURNS

    Smokesignals.ca offers a  guarantee on all of our products.

    All sales from smokesignals.ca are guaranteed to provide RESULTS! We are so confident you will love the product that we are happy to put our money where our mouth is.

    Simply write to [email protected] and tell us why you are not satisfied about your product and we’ll start from there.

    We require that you take a photo of the contents in your received order.  We can issue you a refund or store credit depending on the severity of the situation. We cannot help you if you do not provide us with the evidence we need so that we may conduct a proper investigation.

If you don’t find a suitable answer in the FAQ, you can send a message! You can expect an answer within the following hour between 9h AM and 4h PM from monday to friday. Take a look at our contact page for more info

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