Returns and order issues
Tobacco products are not returnable once delivered. What we do handle is anything that went wrong on our side.
Damaged or short shipments
If a carton arrives damaged or the count does not match your order, contact the depot with your order number and photographs of the packaging as received. We resolve confirmed shipping problems directly.
Incorrect items
If the brand or variant delivered does not match the order, tell us the order number and what arrived. We correct the order.
Cancelled before payment
An order in the awaiting payment state can be cancelled simply by not sending the transfer. It expires on its own and nothing is charged, because nothing was ever charged.
After verification
Once an e-Transfer is verified and the order has shipped, it cannot be reversed as a card charge would be. This is one of the practical differences of an e-Transfer-only model, and it is why we verify amounts carefully before shipping.