You can e-mail our support team at [email protected]
Customer service hours are from Monday to Friday from
9AM – 5PM PST
Not receiving any order confirmation email with payment instructions or tracking information? Please make sure to check your spam and junk folders.
We do NOT provide refunds or exchanges. Due to the nature of our products and the industry we belong to, we do not use our true shop address as a return address. If an order delivery fails due to customer error in shipping address information or a change in mind regarding his order, we unfortunately cannot receive the product back to us, therefore a refund or exchange cannot be possible. If there is an issue with your order, please contact us at [email protected] and let’s see what we can do to resolve the issue.
PAYMENT & FEES
Our system only moves orders into processing once your e-Transfer has been matched against your order number (included in the notes section of your e-Transfer). After it has been accepted your order will be moved to processing.
*Please allow up to 2 hours for the Interac e-Transfer to deliver your funds to our payment system.
If your order remains on hold for longer than 12 hours and your e-transfer is still pending, this is because we have not received your payment or you did not follow the instructions provided when sending the e-transfer.
If your e-Transfer is still pending, or has not been received, this could be due to a number of reasons:
1.) We were unable to match your payment to your order when no order number is included in the notes section of your e-Transfer
2.) We have not received your e-Transfer because you have sent the payment to the incorrect email address.
3.) Your bank has flagged the transaction as suspicious, and needs to be contacted for confirmation to proceed with the transfer.
4.) We were unable to accept the e-Transfer, because you have not included the correct question and answer as stated in the payment instructions.
If your order’s payment can not be accepted due to any of the reasons above you will be notified with an email from the accounts team. If no payment is received after 24 hours, your order will automatically be cancelled and can not be re-opened again, a new order must be made.
We do not cancel any pending e-transfers received, even after an order is cancelled. This is to avoid the bank holding the sender’s money for a month after the e-transfer is cancelled. As such all e-transfers must be cancelled on the senders end, so there is no delay in the funds.
PRODUCT ISSUES & COMPLAINTS
Did you receive a defective or damaged product? Please do not hesitate to let us know via:
Chat on the web page
Email at [email protected]
Opening a support ticket right here on the web page
We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:
*IT IS VERY IMPORTANT TO FOLLOW THESE STEPS*
- The order number
- Details outlining the incorrect order
*Please ensure to include photos or a video of the incorrect order*
- ORIGINAL PRODUCT PACKAGING
- FAILURE TO DO SO WILL RESULT IN YOUR ORDER NOT BEING CORRECTED.
Once we have these details, we will do our best to resolve any product issues with you as fast as possible.
PLEASE NOTE: You have up to 24 hours to notify us of anything wrong with the order. We do not provide cancellations or refunds on orders that have already been shipped out or on account of changing your mind on your order.
At 1Smokes.ca we are committed to providing our members with top quality products. Unhappy with the quality of a product you received? Please reach out to let us know!
If you feel you have received a product that is not up to quality standards please provide the following details:
- The order number that the product was received in
- The name of the product
- Details outlining the product quality issue
- *Please ensure to include photos or a video of the product
Once we have these details, we will do our best to resolve any product quality issues with you as fast as possible.
*Please note: We DO NOT accept returns. However, in the event that you have received a product that is not up to quality standards, we will offer a a discount on your next order, or a credit to your account in points.
If you’re unhappy with one of our products, please email our support team within 14 days from the delivery date and we will try our best to resolve the issue. Any incorrect orders older than 14 days cannot resolved.
We do not have a storefront location as we are purely an e-commerce site.
Editing My Order
Once orders are placed, you will be unable to edit orders yourselves. If you wish to add to change some items, you will need to create a new order and request the old order to be cancelled.
Alternatively, your old order will cancel itself after 72 hours.
Cancelling My Order
If you wish to cancel your order, you will need to request the old order to be cancelled, or alternatively all unprocessed orders will be automatically cancelled after 72 hours.
Earn money by referring your friends and help spread our community! For every referral that makes a purchase through the link you have provided, you earn a points/coins worth $10.
Shopping at 1Smokes is great because you’ll earn credits back for every dollar spent in our store! For every $1 spent, you will automatically receive 1 point in your account.
$1 = 1 point
25 points = $1
Redeem your points during checkout to use towards you order!
SHIPPING & DELIVERY
If you choose to check mark the Shipping Insurance at checkout, your package is marked as a guaranteed delivery due to Postal Service Failures. If you do not receive your package, a credit will be issued for the full amount of your order.
*Shipping insurance will be automatically applied to all orders over $500.
Orders will be marked as SIGNATURE REQUIRED
Please Note: Nunavut & Northern Ontario are excluded from shipping insurance.
If you don’t receive your package within 48 hours after the expected arrival date, please don’t hesitate to contact us at [email protected]
We will not be held liable lost orders due to:
- mistakes by the postal office
- wrong address/unit # given by customer
- seized at postal facility
- stolen packages after delivery
If a trace is filed, Canada Post will conduct an investigation which can take up to two weeks to complete.
There are number of reasons why your pack may have been set to “Successfully Delivered”
Often your item has not been lost or stolen, just delayed in delivery:
- Postal worker scanned all packages they have in possession as delivered and will spend the day/or following business day completing the delivery.
- Postal worker has placed the package in the wrong mailbox. We highly recommend you checking with your neighbor.
- Please note, we are not liable for mistakes caused by Canada Post such has your package being delivered to the wrong address
If you have not receive your package within 48 hours after the “Successful Delivered” status, let us know and we will file a trace with Canada Post which takes about 5-7 business days.
Tips for ensuring a successful delivery, we recommend:
- Double check the shipping address you have provided is correct
- If you are using a flex delivery address, make sure your account number is included as well as the RPO of which post office you have chosen for pick up
- If you community mailbox, make sure the mailbox number is correct
- Before panicking about a missing package, please check with your neighbors to see if they accidentally received your package
If you live in the following provinces:
- Northern Quebec
- Northwest Territories
We cannot offer any delivery guarantees, you will be ordering at your OWN RISK. If your order is stolen or lost, we reserve the right not to replace it.
* Shipping Insurance will not be eligible for orders from these provinces. *
If you’re tracking your package on Canada Post and its in a wrong city, its most likely due to human error at Canada Post.
Humans errors happen on occasion as postal codes are manually entered by the post office. They may have entered it wrong and off by a digit/letter which can cause a routing error and delay of 1-3 business days .
If you do not receive your shipment after 5 business days, please feel free to contact us and we will contact Canada Post to trace the package.
If your’re tracking your package on Canada Post’s website and it has not been updated its may be due to the following reasons
- We are enroute to ship your package and it hasn’t been scanned yet at the post office
- The package has been dropped off at the post office already but the clerk has not scanned or missed the scan on the package. The next scan will be later in the day at the processing center
- Canada Post tracking system has a glitch with the tracking number
- Don’t worry, once the package is in Canada Post system it’s already making its way towards you. Expect delivery within 2-3 business days depending how far you live from a major city in your province.
Members get their package on time or usually just a day later. If you do not receive it after 2 days please let us know.
Once your order has shipped, it will take up to *3 business days to receive your order with Canada Xpress Post.
* Please note that, delays may happen that is far beyond our control that will delay your delivery
When tracking your package, please look out for the status “Item out for Delivery”, as this will indicate the package has left the sorting facility and is on the way to
** Canada Post may experience delays on Statutory Holiday, Holiday Seasons and when experiencing extreme weather conditions **
You can find your tracking number within the email that is sent to you after completing your order.
If you’re unable to find your tracking number, please contact [email protected] for assistance.
Place your order before 9 AM PST and we will ship your order same day!
* Please be advised, the payment must be processed by our team in order to move it into the processing state for shipment the same day
- The interact system can take up to 3 hours to direct your payment to the provided email address. Make sure to pay early to ensure that your payment is processed before 9AM.
- Canada Post operates Monday to Friday only, so we do not ship packages out on the weekend. Feel free to make an order and pay as we will still be processing orders through the weekend.