Customer Support
We’re here to help.
At Smoke Signals Canada, we take pride in offering fast, friendly, and reliable support. Whether you have questions about your order, need help choosing a product, or want clarification on shipping and policies, our team is ready to assist.
📬 Contact Us
Email Support
For general inquiries, product questions, or order assistance:
support@smokesignalscanada.com
We respond to all messages within 24–48 hours during business days.
Order Issues
If you’re contacting us about an order, please include:
- Your order number
- The email address used at checkout
- A brief description of the issue
This helps us resolve your request faster.
📦 Shipping & Delivery Support
Tracking Your Order
Once your order ships, you’ll receive a tracking number by email.
If you haven’t received it, check your spam folder or contact us.
Delivery Delays
Delays can occur due to:
- Weather conditions
- Carrier backlogs
- Remote delivery locations
If your package hasn’t moved for more than 5 business days, reach out and we’ll investigate.
🔄 Returns & Refunds
Return Eligibility
We accept returns for:
- Incorrect items
- Damaged items
- Defective products
For safety and compliance reasons, opened tobacco products cannot be returned.
How to Request a Return
Email us with:
- Order number
- Photo of the item (if damaged or incorrect)
- Reason for return
We’ll guide you through the next steps.
🛒 Product Support
Choosing the Right Blend
Not sure which blend is right for you?
Our team can help you understand:
- Strength
- Cut
- Aroma
- Burn characteristics
- Blend differences
Just send us a message with what you’re looking for.
Out‑of‑Stock Items
If a product is unavailable, you can request:
- Restock notifications
- Alternative recommendations
🔐 Account & Payment Support
Account Help
We can assist with:
- Login issues
- Password resets
- Updating your information
- Viewing past orders
Payment Methods
We accept:
- Major credit cards
- Interac e‑Transfer
- Other region‑specific payment options
If a payment fails, contact us and we’ll help troubleshoot.
❓ Frequently Asked Questions
When will my order ship?
Most orders ship within 1–2 business days.
Do you ship across Canada?
Yes — we ship to all provinces and territories.
Can I change or cancel my order?
If your order hasn’t shipped yet, we can modify or cancel it.
Contact us as soon as possible.
Do you offer bulk or wholesale pricing?
Yes — reach out for wholesale inquiries.
🕒 Support Hours
Monday–Friday: 9:00 AM – 5:00 PM (PST)
Saturday–Sunday: Closed
Messages received outside business hours will be answered the next business day.
💬 Need Help Now?
We’re committed to making your experience smooth, simple, and stress‑free.
If you need assistance, don’t hesitate to reach out — we’re here to help.