>Customer Help
At Buy Cigs Online, your satisfaction and peace of mind are our top priorities. Whether you have questions about your order, shipping, payments, or products, our dedicated support team is ready to assist you. Explore our helpful FAQs below, or reach out directly using the contact form at the bottom of this page. We’re committed to providing fast, friendly, and reliable support to ensure your online tobacco shopping experience is seamless and worry-free.
Your Tobacco Delivered Discreetly and Promptly
Orders and Shipping
Placing an order with Buy Cigs Online is quick and easy. Once you complete your purchase, expect a confirmation email within one hour. We process your order promptly, typically shipping the same day if payment is received before 9 AM PST. Delivery is handled by Canada Post Expedited Mail, reaching most Canadian locations within 2-5 business days. For rural or remote areas, delivery may take 3-8 business days. Orders over $99 qualify for free shipping; otherwise, a flat rate applies.
We ship discreetly to protect your privacy. All packages are plain and unmarked with secure, airtight packaging to maintain product freshness. Adult signature and age verification (19+ or 18+ depending on your province) are required upon delivery.
Q: How long does it take to process my order?
A: Orders placed before 9 AM PST and successfully paid are usually processed and shipped the same day. Orders placed after 9 AM PST or pending payment are processed the next business day.
Q: What shipping options are available?
A: We offer Canada-wide shipping via Canada Post Expedited Mail. Orders over $99 qualify for free shipping, while orders under $99 have a flat-rate shipping fee of $15.
Q: How long will delivery take?
A: Delivery typically takes 2-5 business days for most Canadian locations. Remote areas may require 3-8 business days. Canada Post only operates Monday to Friday, so weekend delays may occur.
Q: Can I track my order once it’s shipped?
A: Yes, you will receive a tracking number via email once your order ships. You can track your package through the Canada Post website or app.
Q: Do you ship to P.O. Boxes or rural addresses?
A: Yes. We can ship to P.O. Boxes via Canada Post. For rural customers without home delivery, packages may be sent to the nearest Canada Post outlet for pickup.
Q: Is age verification required for delivery?
A: Yes. An adult signature and valid government-issued photo ID (19+ or 18+ depending on your province) are required upon delivery to comply with Canadian tobacco laws.
Q: What if my tracking status hasn’t updated?
A: Sometimes Canada Post misses scans. Please wait 24-48 hours for updates. If no update occurs after 48 hours, contact customer support for assistance.
Q: What should I do if my package is lost or not delivered?
A: Contact us immediately. We will initiate a trace with Canada Post and follow up until the issue is resolved. If the package is confirmed lost, we provide replacement or credit per our Guarantee Replacement Policy.
Understanding Our Policy on Returns
Returns and Exchanges
Due to the nature of tobacco products and strict health and safety regulations, all sales of tobacco products, including cigarettes, are final. This means we are unable to accept returns or exchanges once your order has been shipped.
Q: Can I return or exchange tobacco products after purchase?
A: Due to health and safety regulations, tobacco products are non-returnable and non-exchangeable once shipped. We prioritize your safety and comply fully with legal standards, so unfortunately, returns are not accepted.
Q: What should I do if I receive a damaged or incorrect order?
A: If your order arrives damaged or incorrect, please contact our customer support within 2 business days. Send us your order number along with photos of the issue, and we will work swiftly to resolve the matter with a replacement or store credit.
Q: Why can’t I return cigarettes if I change my mind?
A: Tobacco products are strictly regulated, and health laws prohibit the resale of opened or used items for safety reasons. We appreciate your understanding and encourage you to carefully review your order before purchase.
Q: What if I received a defective product?
A: In cases of defective or damaged products, notify us promptly within 2 business days of receipt. We will evaluate your claim and, if approved, provide a replacement or credit under our Guarantee Replacement Policy.
Q: Can I cancel my order after it has been processed?
A: Orders can be canceled within 2 hours of placement if they have not yet been shipped. Contact customer support immediately to cancel. Once processing has begun, cancellations are no longer possible.
Customer Help
If you need further assistance, please fill out the form below and our team will get back to you promptly.
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