Frequently Asked Questions.
01. Ordering
To place an order, please follow these steps:
Step 1: First, visit our official website and create an account. By becoming a member, you’ll unlock access to exclusive offers and discounts that we offer to our community.
Step 2: Explore our extensive collection of premium cannabis products and renowned brands. Once you’ve made your selections, add them to your shopping cart.
Step 3: Review your order, and when you’re ready, proceed to the checkout. After successful payment, you’ll receive a confirmation email to confirm your order.
Step 4: Once your order is confirmed, please allow 2-5 business days for your items to be delivered via Canada Post.
Don’t forget to take advantage of our special promotional code: NEW5. Use it during checkout to enjoy a 5% discount and receive additional free gifts and perks. This code is exclusively valid for first-time buyers, so make sure to use it to enhance your shopping experience with us.
Your order starts by being placed in an airtight, sealed bag to maintain its quality and freshness. We then take an additional step to vacuum-seal the package, providing an extra level of protection. Finally, we discreetly tuck the vacuum-sealed package into an inconspicuous box to ensure your privacy.
At Ciggy, your privacy is of utmost importance. That’s why all our products are stored in odor-proof bags and subjected to a second round of vacuum sealing, offering you unparalleled security and confidentiality throughout the packaging process.
At Ciggy, we are delighted to extend our mail-order tobacco services to the entire Canadian territory. Whether you live in an urban or rural area without a mailbox, we’ve got a solution for you. Your order can be directed to the nearest Canada Post outlet, making it easy for you to collect and enjoy your products.
Our dedicated Customer Support team is at your service from 11 AM to 8 PM, Pacific Standard Time. It’s worth noting that our online dispensary is accessible 24/7, allowing you the flexibility to place orders at any hour that is most convenient for you.
Our minimum order value is set at $79 to proceed with your purchase. For those whose orders reach or exceed $150, we’re pleased to offer complimentary free shipping. However, it’s important to remember that orders falling below this threshold will incur a $24.99 shipping fee.
If you wish to make changes or additions to your order, please create a new order with the desired modifications. Following this, kindly email us regarding your initial order so that we can arrange for its cancellation. If you need to cancel an order that has not been processed, you have the option to do so directly through our system.
For any communication related to your order, please use [email protected], and include your order number in the subject line.
We want to assure you that every image showcased on our website is genuine and has been photographed by our dedicated in-house photographers. These images specifically feature our own product offerings. It’s worth noting that we continuously update our product images to keep pace with our expanding product range and to maintain an accurate depiction of our offerings.
We do not currently have any physical storefronts. Our operations are solely conducted in the online realm, and our headquarters are based in Canada.
If you are not receiving emails from us, check your email address in your account for typos.
If your email is correct, you can try to email us using a different email address (e.g. a google email address usually has no issues).
You can also add a phone number to your account and we can text or call you to assist you.
02. Shipping
Our shipping fee ranges from $15-$20 for orders in Ontario
and from $20-$35 for orders going outside Ontario (also depending on the package weight.
We ship from Ontario using Canada Post Expedited mail, and it usually takes:
- 1-2 business days in Ontario
- 2-5 business days outside of Ontario
- 3-8 business days outside of Ontario to remote locations
You will get a tracking number emailed to you after you place a successful order so you will know when to expect your package.
Also, Canada Post might have delays every now and then, but most of the time they are relatively on schedule.
| Number of Cartons | Shipping Fee |
| 1-4 | $25 |
| 5-25 | $35 |
Our standard delivery times usually fall within a 2-5 business day range. These estimated delivery times can be affected by several variables, including your precise location, the time at which you placed your order, and the operational schedule of Canada Post. It’s important to note that deliveries to rural areas within Canada may take a bit longer for transit. If your package hasn’t arrived within 5 business days from the expected delivery date, please don’t hesitate to contact us. Our team will collaborate with Canada Post to address and rectify any potential delays.
Orders placed before 9 AM Pacific Standard Time will be sent out on the same day, provided that our team successfully processes the payment. Please keep in mind that our payment processing system may take up to three hours to direct the payment to the email address provided. To ensure that your order is eligible for same-day shipment, we recommend initiating the payment process well in advance of the 9 AM cutoff time.
It’s worth noting that our primary shipping partner, Canada Post, operates from Monday to Friday only, and we do not dispatch orders during the weekend. Nevertheless, you can still place orders and make payments over the weekend, as we continue to process orders throughout this timeframe.
In the event that your package does not reach you within three business days beyond the estimated delivery date, we kindly request that you get in touch with us immediately. This will enable us to promptly initiate a trace with Canada Post. Once the trace is initiated, Canada Post will commence an investigation, which may take up to five business days. If they successfully locate your package during this period, it will be dispatched to your address and should arrive within a few days.
Please be aware that during peak periods, such as holidays (including Christmas and Black Friday), and during other significant events, there may be minor delays in the scanning, updating, and delivery of packages.
Rest assured, within 24 hours of processing your payment, you will receive an email containing your Canada Post tracking number. You can utilize this number to track your package either by following the provided link or by manually entering your tracking number.
To receive your package upon delivery, a signature will be required, unless you have made prior arrangements for a ‘no signature’ delivery. It’s important to understand that if you decide to forego the signature requirement, we cannot assume responsibility for the package once it has been successfully delivered.
For all our deliveries, we place our trust in Canada Post’s reputable services, specifically opting for their Express Post option to ensure quick and efficient delivery.
As part of our standard operating procedures, we mandate a signature to validate the receipt of all deliveries. However, if you choose to waive this requirement, kindly specify your preference in the order notes or reach out to us via email at [email protected]. It’s essential to understand that by opting out of the signature requirement, you will not be eligible for our Guarantee Replacement Policy.
If you come across a situation where the tracking information for your package on Canada Post’s website hasn’t been updated for a while, there’s no need to worry. This is a common occurrence, often stemming from a missed scan of your package. Normally, you can expect the tracking status to be updated within the next 24 hours.
At Ciggy, your privacy is our top priority. We go to great lengths to discreetly package all orders, leaving no trace of the contents visible from the outside. Furthermore, every item is meticulously vacuum-sealed to provide an extra layer of protection and maintain confidentiality.
It’s important to note that it may take up to 48 hours for Canada Post to update their system with the tracking number. If your tracking number remains invalid after this period, please don’t hesitate to get in touch with our customer service at [email protected].
In the instance where your order is marked as “Successfully Delivered,” yet you haven’t received it, there could be various reasons for this situation. Typically, it’s not a matter of a lost or stolen package, but rather a delay in delivery. Potential explanations include postal workers prematurely scanning all packages as delivered, with the intention of completing the delivery on the same day or the following business day. Alternatively, your package may have been mistakenly placed in the wrong mailbox, so we recommend checking with your neighbors.
Please be aware that we cannot be held accountable for errors made by Canada Post, such as delivering your package to the wrong address. If 48 hours have passed since your package was marked as “Successfully Delivered,” and you still haven’t received it, please inform us, and we will initiate a trace with Canada Post. This process typically takes about 5-7 business days.
To ensure a successful delivery, we suggest verifying the accuracy of the shipping address you provided. If you’re using a flex delivery address, ensure that your account number is included, along with the designated post office (RPO) for pick up. For community mailbox users, confirm that the mailbox number is correct. In case your package seems to be missing, consider checking with your neighbors before raising a concern, as they may have received your package by mistake. We appreciate your understanding and patience in these matters.
03. Payments
At present, we accept payments solely through Interac e-Transfers. You will receive comprehensive payment instructions as part of your order. Please take note that we will initiate the processing of your order once your e-transfer is received and confirmed. Following payment verification, our goal is to ship your order within 1-2 business days.
We are actively in the process of exploring additional payment methods to enhance your convenience. If you have any suggestions or recommendations, we warmly welcome your input at [email protected]. Your feedback is highly valued.
Upon placing an order, it will be held for a maximum of 48 hours while awaiting payment. In the event that payment is not received within this duration, we are sorry to inform you that the order will be canceled, and you will need to initiate a new one.
If you anticipate requiring more than 48 hours to complete your payment, please reach out to us via email at [email protected]. This way, we can ensure that your order is not prematurely canceled, and we can accommodate your needs accordingly.
We’d like to inform you that our system may require up to 2 hours to process and validate your e-Transfer. If your payment is not acknowledged within a few hours, there’s no need to be concerned. It’s probable that we are currently processing other orders, and we will address yours in the sequence in which the payment was initially received.
We apologize, but we do not accommodate cash payments. Our sole accepted mode of payment is via e-Transfers.
No, we do not currently support credit card payments. We exclusively accept e-Transfers.
Yes, all our pricing already includes GST/HST!
04. Product Issues & Refunds
We regret to inform you that we do not currently accept returns or exchanges. However, we want to assure you of our unwavering dedication to your satisfaction. Should you encounter any difficulties with your order, we kindly urge you to promptly contact us at [email protected] or engage with our live chat feature. Our committed customer service team is prepared to work diligently to find the most suitable solution to address any issues you may be facing.
If you happen to encounter any issues with your order, such as missing, defective, or incorrect items, please know that we are committed to helping you resolve the situation. Here are the steps to follow:
- Contact our Support Team: You can reach out to us through our website’s chat function, contact us via email at [email protected], or open a support ticket on our website.
- Provide Order Details: When reaching out, kindly include your order number, specify the name of the problematic product, and provide a comprehensive description of the issue. Additionally, if applicable, attach any relevant photos or videos of the defective product to facilitate a more accurate assessment.
Please take note that you have up to 2 days from the receipt of your order to report any issues. Upon receiving this information, we will promptly work towards a resolution. If the product issue cannot be resolved, we will offer a credit to your account in the form of points or provide a free replacement, based on your preference. Your satisfaction is of utmost importance to us, and we are dedicated to addressing any product-related concerns in a timely and effective manner.
At Ciggy, we take immense pride in delivering top-notch products to our valued members. If, by any chance, you are not satisfied with the quality of a product you’ve received, please rest assured that we are here to assist you.
To effectively address your concerns, we kindly request the following information:
- Your order number
- The name of the product in question
- A detailed description of the issue related to the product’s quality
- Any supporting evidence, such as photos or videos of the product
Upon receiving these details, we are fully committed to swiftly resolving any concerns you may have regarding the quality of our products.
It’s important to note that we do not accept returns; however, we prioritize your satisfaction. In the event that a product does not meet our stringent quality standards, we are prepared to offer a discount on your next order or credit your account with points as a form of compensation.
Should you encounter any issues with our products, please reach out to our support team within 2 business days from the delivery date. We will make every effort to address and resolve the issue promptly. Please understand that concerns related to orders exceeding this 2-business day period may pose challenges in terms of resolution.