Customer Service

Shipping & Delivery

All orders are usually shipped within 24hrs if all items within an order are in stock and there is no backorder in progress. We ship via Canada Post Expedited & Express Post services. You can choose which service you prefer and an exact shipping quote will be automatically given to you based on your postal code supplied to us during checkout. Once your order has shipped, you will receive an email with a tracking number to fully track the status of your shipment from the time it is shipped until the time it reaches your door. COD orders will require customers to pick up their parcel from the closest Canada Post outlet and make their payment there. Canada Post will leave a notice for pick-up at your door for all COD orders and also for orders if you are not home to receive your order.

Shipping Times

ServiceLocationsDelivery Schedule
Canada Post Expedited Service BC,AB,SK,MB,NB,NS,PEI,YK,NWT,NVT,NFLD Major Urban Centers (2-7 business days) Non-Major Urban Centers (up to 11 business days) Northern Regions & Remote Centers (up to 13 business days)
Canada Post Expedited Service Ontario & Quebec Major Urban Centers (1-2 business days) Non-Major Urban Centers (up to 3 business days) Northern Regions & Remote Centers (up to 7 business days)
Canada Post Express Post Service BC,AB,SK,MB,NB,NS,PEI,YK,NWT,NVT,NFLD Major Urban Centers (2 business days) Non-Major Urban Centers (up to 3 business days) Northern Regions & Remote Centers (up to 7 business days)
Canada Post Express Post Service Ontario & Quebec Major Urban Centers (Next Day) Non-Major Urban Centers (up to 2 business days) Northern Regions & Remote Centers (up to 5 business days)

Free Delivery

Orders over $100.00 before taxes will qualify for FREE SHIPPING. Free shipping orders will be shipped via Canada Post Expedited Parcel Service and customer will have the option at checkout if they would like to upgrade to Canada Post Express Post Service for an additional cost.

Terms & Conditions

Ordering

Placing orders on our website is quite simple. You can start by add products to your shopping cart and proceed to checkout where you will be asked to register providing us with your address for delivery, name, email and phone number. We will also provide shipping quotes at checkout based on your postal code and you will be provided with various payment methods for which you can choose to pay for your order. If you still need help in placing an order, simply contact us using the "Contact Us" link at the bottom of our website.

PAYMENT, PRICING & PROMOTIONS

We offer various payment methods on our store to make our customers feel safe when placing orders. Some of our payment methods will require a small fee, but most do not.

Email Money Transfers (EMT) - Pay directly from your bank to ours.
Credit Card - Pay directly on our site using a Visa, MasterCard or Amex.
Cash on Delivery (COD) - $5.00 fee applies. You pay when your item has been delivered.
Reward Points - Pay for your whole order or just part of it by earning reward points and spending them on our store.

Note: For more details about the payment methods we accept, please check our "Payments Accepted" page.

All prices and product availability may change without notice at anytime. Orders placed on our store are not complete until the order has shipped. If we do not have stock of the items requested for sale, we will notify customers as soon as possible to let them know and offer a timeframe when the items will be shipped or offer comparable items or a refund. With the high demand for electronic cigarettes in the market, we try to keep our website up to date, however some errors may occur from time to time. eCigarettes Canada reserves the right to refund or cancel orders at anytime for any reason.

We have various promotions going on at all times to offer customers a chance to save money by helping us out and spreading the word about our services and products we offer. Check the "Promotions" link at the bottom of our website for details on current and up and coming promotions we have to offer.

Viewing Orders

To view your most recent and current orders, simply login to your account and you will be taken to your Account Dashboard. From here you can navigate to your orders by clicking "My Orders". You will now see all current and past orders displayed for you.

Updating Account Information

Updating your account information is sometimes need for changing shipping address, billing address and other account details. To change this information, just login to the store and from the "My Dashboard" screen choose "Account Information" or "Address Book" to make the neccessary changes.

delivery

All delivery dates are estimates and eCigarettes Canada will not be responsible for any lost or delayed packages beyond our control. If your package has not arrived by the date specified by the tracking status, please wait an extra 2-3 business days and contact us if it still has not arrived. The only information we can see is the same tracking information that you see. If your order has been lost in transit, we will send out a replacement order after submitting a track & trace investigation with Canada Post.

cancellation or modification

Any order placed with and accepted by Seller may be canceled by Buyer only upon Seller’s approval in a writing signed by an officer of Seller and upon terms that indemnify Seller against any loss. Seller will not accept order cancellations once a product has been delivered to a carrier, without charging a cancellation fee of twenty-five percent (25%) of order value to recover retrieval costs incurred. Seller will not accept cancellations of special orders of non-standard, non-price list products. Seller may cancel all or any part of this order and discontinue its performance hereunder without liability to Buyer in the event Buyer materially breaches this contract, becomes insolvent, is the subject to bankruptcy protection, or is the subject of a receivership, liquidation, dissolution or similar proceeding.

warranty and disclaimer

eCigarettes Canada backs the quality of its products and guarantee's too all purchasing customers that our products shall be free from defects in material and worksmanship for the period of one year from the original purchase date. This 1 year limited warranty applies to the product under normal use as described on our website and in the manual that comes with all kits. In the event you need to exchange your product, simply contact us and request an RMA (Rerturn Merchandise Authorization) for and we will send you one for completion with additional instructions to get a replacement out to you.
Please allow 1-2 weeks for processing of your return under warranty

The 1 year limited warranty covers normal use while following instructions provided on our website and in the included manual's that accompany your order. The warranty will not cover all situations, so it is important for you to know what exactly the warranty will not cover. The following is a small list of the situations in which the 1 year limited warranty will not cover you for a replacement.

Abuse or misuse of the product in question
Acts of nature beyond our control that damage the product
Disassembling of the product or attempting to repair said product

limitation of liability

Buyer acknowledges and agrees that seller’s liability for any claims with respect to the products shall not exceed the amount paid by buyer for the products under the invoice. Such limitations on seller’s liability hereunder shall apply even if seller’s liability is due in whole or in part to its own negligence. Any action by or on behalf of Buyer or its successors or assigns for breach of this document must be commenced within one (1) year after the cause of action as accrued. eCigarettes Canada is not responsible for any damage or injury caused by misuse or abuse of products sold on their website. All batteries must be stored in a protective case when not in use and should never be carried in a pocket or purse or any place where they can come into contact with metal.

return of merchandise

We accept returns on all merchandise except for opened cartridges, clearomizers, tanks and cartomizers due to hygiene issues. If you need to return an item, simply contact us directly and we will send you an RMA (Return Merchandise Authorization) form. You will need to fill this form out prior to sending any products back to us. Once we review your RMA form, we will send you an email with further instructions so please wait for this reply email before sending back any product to us.

indemnity

Buyer shall defend, indemnify and hold harmless Seller and its affiliated or related companies from and against any and all claims, losses, liability, damages and expenses including, but not limited to, attorneys’ fees and cost of defense arising from, related to or in any way connected with or alleged to arise from or out of any asserted deficiencies or defects in Product caused by any alteration or modification thereof by Buyer with or without Seller’s consent, or improper handling or storage by Buyer, the breach of any term or condition stated herein.

taxes

We charge taxes across Canada and all taxes are calculated at checkout based on which province you reside.