Delivery & Returns


Unless you choose otherwise, orders are shipped via the designated courier specified during the checkout process. All parcels will require a signature from the courier. Please ensure that you have a valid government-issued photo ID to present upon delivery, to confirm that you are an adult who has reached the legal age to purchase tobacco products in your jurisdiction of residence.

You can see the estimated delivery date for your order online through our website. You will receive an email confirmation once your order has been shipped. If you have not received your order within 10 business days of the estimated delivery date, please get in touch with us Contact Us.


Please inspect your delivery within 5 days of receipt to make sure that you received what you ordered in good condition.

Incorrect items: If your delivery does not contain all of the items you ordered, or if it contains different items from the ones your ordered, please let us know immediately so that we can resolve the situation.

Damaged items: If your delivery arrives damaged, please contact us immediately to arrange a return. We reserve the right to inspect the product and determine whether or not we consider the item to be damaged. If we confirm that it is damaged, you will receive a full refund or replacement.

Defective items: If your item is defective in any way, please contact us immediately to arrange a replacement. The following chart outlines our return policy on the product categories identified below:

  • Batteries: within 6 months of the date of receipt. 
  • Chargers: All chargers, including USB, wall and car chargers within 12 months of receipt.
  • Heatable Tobacco Sticks: Tobacco products are final sale. We are unable to accept returns on tobacco products once they are opened.


Tobacco Products: Tobacco products are final sale and cannot be returned for dislike.

Unopened returns: We accept returns of unopened products within 14 days of receipt.

Return/Replacement Process: If you would like to return your order or obtain a replacement product for any reason outlined above, please follow the steps below:


Contact us by phone at 1-866-750-5893 or email us at

Please be prepared to provide details such as:

  • The nature of your request (e.g. did your delivery contain incorrect, damaged, or defective products?).
  • Your order number or an email address or phone number associated with your account so that we can locate your purchase.
  • The product batch/serial number (if available).

    If a delivery contains an incorrect, damaged or defective product, you will be asked to return the faulty device for review. After review, if the device is determined to be faulty, we will issue a full refund or replacement product. 

    Tobacco use causes harm to your health and is addictive.