Ordering
How can I place an order? To place an order, please follow these steps:
1. Visit our official website at Native Canadian Smokes and create an account. By becoming a member, you will gain access to exclusive offers and discounts.
2. Browse through our extensive selection of premium tobacco products and reputable brands. Once you've made your selection, add the items to your cart.
3. Review your order and proceed to checkout. Upon successful payment, a confirmation email will be sent to you.
4. Wait for delivery. Once your order has been confirmed, please allow 2-5 business days for your items to arrive via Canada Post, UPS, Fedex or Pulorator.
How will my order be packaged?
-Your order will first be secured in an airtight, sealed bag, which will subsequently be vacuum-sealed for an additional layer of protection. This package is then placed in a nondescript box to ensure discretion. We take privacy seriously; hence, all our products are housed in odor-proof bags and vacuum sealed once more for optimal security and confidentiality.
Can you ship to my location?
-We ship across Canada using Canada Post, Purolator, UPS, and FedEx. You can request your preferred courier by leaving a note at the checkout page or by contacting us via email or live chat.
When are your operating hours?
-Our Customer Support team is available from 10AM to 8PM, Eastern Time (ET). Please note, our online dispensary operates around the clock, allowing you to place orders at your convenience 24/7.
What is the minimum purchase requirement?
-The minimum order value is set at $5.
Can I modify or cancel my order?
- To modify: If you wish to add to or amend your order, we kindly ask that you place a new order reflecting the desired changes. Subsequently, please email us concerning your previous order so that we can proceed with its cancellation.
- To cancel: Should you need to cancel an order that has not yet been processed, you are able to do so directly through our system.
- Please direct all related correspondence to support@nativecanadiansmokes.com, using your order number as the subject line.
Are the images of your products authentic?
-Indeed, all images displayed on our site are genuine and taken by our in-house photographer. These pictures are of our very own products. You may observe that product images are periodically updated to reflect our evolving product range and to ensure accurate representation.
Do you operate a physical storefront?
We currently do not maintain any physical storefronts. Our operations are exclusively online-based, with our headquarters located in Canada.
What to do if you aren't receiving emails from us?
1. Check your email address in your account for typos.
2. If your email is correct, try to email us using a different email address (e.g., a Google email address usually has no issues).
3. You can also add a phone number to your account, and we can text or call you to assist you.
Shipping
What are your shipping rates?
- Ontario and Quebec: $15.00
- All other provinces and territories: $25.00 (for orders under $250.00)
- Orders of $250 or more: FREE SHIPPING
What is the estimated delivery time for my package?
-Delivery times typically fall within a 2–5 business day range.
- Ontario: 1-2 business days
- Other provinces/territories: 2-5 business days
- Remote locations: 4-10 business days
When will my order be shipped?
-Orders placed before 10:00 AM (ET) will be shipped the same day, as long as payment has been processed.
Payment processing can take up to 3 hours, so we recommend sending payment well before the 10:00 AM cut-off. We ship mainly with Canada Post and Purolator, but also use UPS, and FedEx. Our couriers operate Monday to Friday.
Can I track my package?
-Absolutely. Once your payment has been processed, you will receive a tracking number via email within 24-48 hours. The tracking number allows you to monitor the progress of your package. If you do not receive a tracking number within 24-48 hours of payment, please reach out to us at support@nativecanadiansmokes.com.
What steps should I take if my package hasn't arrived?
-If your package does not arrive within three business days beyond the estimated delivery date, please contact the carrier immediately and inform us as well. This will enable the carrier to initiate an investigation.
What should I have ready upon delivery?
-Upon delivery, you will be required to provide a signature unless you have previously requested a 'no signature' delivery.
Note: If you waive the signature requirement, we cannot assume responsibility for the package post-delivery.
What courier service do you utilize for shipping?
-We specifically utilize Canada Post's Expedited Post and Purolator options alongside UPS and FedEx.
Is a signature necessary at the time of delivery?
-A signature is not required but is recommended. If the package is lost or stolen after delivery without a signature, it will not be eligible for coverage under our Guarantee Replacement Policy.
Why isn't my tracking information updated?
-If your tracking information hasn't been updated, it is likely because your package was missed during a scan. Usually, the status will update within the next 24 hours.
If the Tracking number is invalid?
-Please note that it can take up to 48 hours for Canada Post to update their system. If it remains invalid after this period, please contact customer service.
My order is marked as “Successfully Delivered,” but I haven't received it. What should I do?
Possible explanations include:
1. The postal worker scanned it prematurely and will deliver it shortly.
2. The package was placed in the wrong mailbox (check with neighbors).
3. If you still haven't received it 48 hours after the status update, inform us, and we will file a trace (takes 5-7 business days).
Payments
What forms of payment do you accept?
-We accept payments via Interac e-Transfer, Crypto (USDT, ETH, BTC, BCH, USDC, XRP, TRX, DAI, SOL, ADA, LTS) and all major credit cards. Detailed instructions are provided with your order confirmation.
What happens if I do not complete the payment for my order?
-Orders are reserved for up to 48 hours pending payment. If payment is not received, the order will be canceled. If you need more time, please email support@nativecanadiansmokes.com.
What should I expect after sending an Interac e-Transfer?
-It may take up to 2 hours for our system to process and acknowledge your e-Transfer.
Do you take cash?
-No, we do not accept cash.
Is tax included in your prices?
-Yes, GST/HST is already included in all our pricing!
Product Issues and Refunds
What is your refund policy?
-We currently do not accommodate returns or exchanges. However, if you have issues, please contact us at support@nativecanadiansmokes.com or via live chat.
What should I do if there's an issue with my order?
-If your order has a missing, defective, or incorrect item:
1. Contact Support: Email support@nativecanadiansmokes.com or use live chat.
2. Provide Details: Include your order number, product name, description of the issue, and photos/videos.
- Note: You have up to 2 days from receipt of the order to report issues.
Addressing Product Quality Concerns If you are dissatisfied with product quality, please provide your order number, product name, description, and photos/videos. While we don't accept returns, we may offer a discount on your next order or credit your account with points.