Updated as of January 31st, 2024

The following is a list of policies/procedures the store is required to follow when certain circumstances arise during, after and before delivery of your order. If you have any questions about these policies or require assistance placing an online order, feel free to contact us by calling 226-700-3206 during business hours, or email info@itsnotsmoke.ca and we will get back to you as soon as possible.

General Notices

If you place an order for delivery, please ensure your address is entered in full and correct including street address, city and postal code as well as your unit number if applicable. 

All orders will require an ID check upon delivery or pickup that matches the name on the shipping/billing address, so we ask that you please have valid photo identification ready at the time of delivery or pickup. Only physical, government issued photo IDs are valid and photos of your ID are not accepted. In the event of shipping delays or issues, please feel free to contact us.

Please note that any orders where the customer shows ID that indicates the person is under the age of 19 will not be eligible for reshipment/exchange and the cost of any delivery fees, as well as a 25% restocking fee will be deducted from your refund. There are no exceptions to this policy. Do not order from us if you are under the age of 19.

Unfortunately, we are unable to accept online order payment with Mastercard. If this is an issue for you, you may contact us to discuss alternative payment methods.

If you select shipping via Local Delivery, please note that we are unable to send out same-day orders placed less than one hour before our closing time. To see our operating hours, please check out this page https://itsnotsmoke.ca/pages/contact-us.

If you select EMT (Email Money Transfer) as your preferred payment method please remit payment as soon as you are able to afterward. The order will not be sent out until payment is remitted in full and unpaid orders will be canceled after 24 hours of no payment. For instructions on how to send us an EMT, check out this page https://itsnotsmoke.ca/pages/how-to-send-us-an-emt. Please contact us if you are having issues submitting payment via EMT.

Shipping Policy

All orders, including shipped orders, require ID verification to prove you are 19 years or older. Only physical, government issued photo IDs are valid and photos of your ID are not accepted.

If there are any issues with the package that requires it to return to the shop or the package is lost/destroyed, if it was caused by an error by the employee or shipping company we will reship the package at no cost to you. However, if the issue was caused by customer error, inability to provide ID to verify age, or the package is not picked up from Canada Post within the required window; the cost of the return shipment will be added to the order and it will not be re-shipped until the additional fee is paid. If you prefer to cancel your order once it has been shipped and returned, or the package was sent back due to inability to provide ID, a 25% restocking fee as well as the initial and return shipping fees will be deducted from the refund. 

Please note that any orders that are returned due to showing ID that indicates the customer is under the age of 19 will not be eligible for reshipment and the cost of the initial delivery, return delivery, as well as a 25% restocking fee will be deducted from your refund. There are no exceptions to this policy. Do not order from us if you are under the age of 19.

We please ask that you always double check your Shipping Address information to ensure it is correct before placing your order, and if any errors are noticed after your order is placed please contact us as soon as you can so we can ensure your order is shipped to the correct location to avoid additional fees.

Orders that arrive incorrect (missing/incorrect products for example) will be corrected at no cost to the customer. If a product is ordered that we do not have in stock due to an error with our inventory, the customer will be contacted and offered similar products, given a timeline of when the product may be back in stock, or a refund. There are no exceptions to the standing return/refund policies for substituted products and are treated the same as a regular order.

Local Delivery Policy

For Local Deliveries please have your ID ready at time of delivery. The ID provided must match the name on the order. Only physical, government issued photo IDs are valid and photos of your ID are not accepted. Couriers are not permitted to drop off orders without checking for appropriate ID.

We use a local courier service for our deliveries. A cash tip to your driver is appreciated but not required. We also accept tips through our checkout page and 100% of any tips remitted through our online store is given to your courier directly.

If you place your order within the delivery window (from opening time up to one hour before our closing time for the day) it is typically sent out immediately unless otherwise specified. Regardless, we please ask if you are able to clarify within the order notes when you are specifically able to receive your order. If the order is placed outside our regular delivery times and a preferred delivery time is not indicated, we will not send out the order until we are able to contact you to set an appropriate delivery time. 

Orders can take up to two hours after being received to arrive, although traffic and/or weather complications may impact the delivery timeframe. If you think you should have received your order already and haven’t, please contact us.

Any orders that are not able to be delivered due to lack of ID, not answering the door or the customer providing an incorrect address will be charged the return delivery fee as well as an additional re-delivery fee if they would like the order sent back out. If an order has been sent out and returned under these circumstances and you decide to cancel the order, the initial and return delivery fees as well as a 25% restocking fee will be deducted from your refund. This is why we please ask for indication on an appropriate delivery time in order to avoid this situation. 

Orders that arrive incorrect (missing/incorrect products for example) will be corrected at no cost to the customer. If a product is ordered that we do not have in stock due to an error with our inventory, the customer will be contacted and offered similar products, given a timeline of when the product may be back in stock, or a refund. There are no exceptions to the standing return/refund policies for substituted products and are treated the same as a regular order.

In the event you become unable to receive your order for any reason, please contact us as soon as possible and we will do what we can to move your delivery time to when you are able to receive it.

Please note that any orders that are returned due to showing ID that indicates the customer is under the age of 19 will not be eligible for reshipment and the cost of the initial delivery, return delivery, as well as a 25% restocking fee will be deducted from your refund. There are no exceptions to this policy. Do not order from us if you are under the age of 19.

We please ask that you always double check your Shipping Address information to ensure it is correct before placing your order, and if any errors are noticed after your order is placed please contact us as soon as you can so we can ensure your order is shipped to the correct location to avoid additional fees.

Exchange Policy for Broken or Defective Devices

In the event of faulty products, we offer a 30 day warranty for hardware products. We do not cover damage due to negligence by the consumer, nor do we cover disposables, pods/coils, prefilled pods or e-liquid. In order to return a product, we do require the original packaging in order to complete the exchange, as well as a copy of the receipt for the order it was purchased on. If the affected order was delivered through shipping or courier, we will pay for the product’s return shipping and ship you a new product or apply store credit to your account once the product has been returned to the store. 

We will always attempt to troubleshoot/fix your product before accepting a return, as there are many ways that user error may result in a product appearing defective. We do not return products that are in proper working condition.

Additionally, many manufacturers also provide a warranty, and you can find that information within the product’s packaging that can direct you what it covers and how to complete the return. They will still typically require original packaging as well as a copy of the purchase receipt.

If you do not have a copy of the receipt for your hardware purchase, we may be able to re-print or email you a copy if you purchased it under an account within our system.

Because original packaging is required to return faulty hardware products, we recommend that you please the packaging and receipt for at least the first 30 days, up to however long your manufacturer’s warranty covers. We cannot return orders without the packaging and/or receipt, we hope you can understand. There are no exceptions to this policy.

If you are ever having issues with your product, whether or not it is covered by warranty, we are always happy to help troubleshoot during shop hours over email, the phone or in store.

Refund Policy

We do not accept refunds, in the event of hardware product malfunction due to manufacturer error, we can replace the product or apply the cost of the product to a new order in the form of store credit, as long as the return is processed within the first 30 days of purchase. We do not however return disposables, pods/coils, prefilled pods or e-liquid and we do not offer returns, refunds or exchanges on products that are working correctly. There are no exceptions to this policy. 

If you have any questions about a product before or after purchase, please feel free to contact us.