Age Verification
To comply with the legal age requirements for purchasing tobacco, nicotine, and related products, we utilize age verification services provided by our courier partners for all shipments. This ensures that only eligible customers can make a purchase.
Order Processing
Once an order is placed, customers will receive an order confirmation email. We process orders on the next business day. A shipping notification email will be sent with instructions on how to track the package once it is scheduled for delivery.
Order Tracking
We provide a tracking number for all orders as soon as the shipping label is created. Customers can easily track their package through the carrier's website using this number.
Shipping Options and Serviceable Areas
We currently ship to all Canadian postal codes, though certain areas may have limited shipping options. Shipping times may vary depending on the chosen carrier.
Free Shipping on Orders Over $85
Orders that exceed $85 for merchandise (excluding taxes) qualify for free shipping. Customers who select the free shipping option will not have a choice in the carrier.
Discreet Shipping
To protect the privacy of our customers, all packages are shipped in plain packaging under the name SupaVapes Inc.
Cancellations and Order Adjustments
Once an order is marked as "shipped," it cannot be cancelled. Customers must ensure that their order and delivery information are accurate. If adjustments are necessary, customers must place a new order. Our customer service team can cancel and refund an order if it has not been shipped.
Exemptions to Delivery Guarantees
Delivery times cannot be guaranteed if circumstances beyond the control of the courier services arise, such as national holidays, inclement weather conditions, or natural disasters like floods, wildfires, and hurricanes.
Delivery and Order Pickup
All orders require a signature upon delivery to ensure secure receipt. If a package is marked as delivered with a carrier's signature, it is not eligible for a lost or stolen parcel claim.
Order Discrepancies
If customers receive a product that is different from what they ordered, they should contact our customer service team with their order number. They may need to provide photos of the product(s) and packing slip for quality control purposes.
Lost in Transit
If a package is not delivered within 14 business days of the estimated delivery date, customers should contact us to open a claim with the carrier.
Marked as Delivered
If a package is marked as delivered but has not been received, customers should review their tracking information and check with anyone who may have retrieved it on their behalf before contacting us. If the package is still missing, customers must contact us within two days of the marked delivery date to file a claim.
Damaged Packages
If a package arrives damaged, customers should contact us within two days of delivery to initiate an investigation. They may be required to provide photos and speak with a representative from the courier company.
Courier Investigation
Courier investigations may take up to 14 business days to complete. We must wait for the investigation to conclude before resending or refunding an order.
Taxes
All taxes will be applied in accordance with federal and provincial tax legislation.
