FAQ — Smoke Signals Canada
Welcome
This page answers the most common questions about ordering, shipping, payments, and support at Smoke Signals Canada. If you don’t find what you need, contact our support team with your order number for fastest response.
Ordering and Checkout
Q: How do I place an order?
A: Browse our products, add items to your cart, and complete checkout. You’ll receive an order confirmation email once payment is processed.
Q: What is your order cutoff time?
A: Orders placed and paid by 3:00 PM EST on a business day are processed the same day, subject to stock availability.
Q: When do you ship orders?
A: We ship Monday to Friday (excluding public holidays). Orders received after the 3:00 PM EST cutoff will be processed the next business day.
Shipping and Carriers
Q: Which carriers do you use?
A: We ship with Purolator and Canada Post.
Q: How long will delivery take?
A: Delivery times depend on the carrier and the shipping option you choose at checkout. Estimated transit times are shown during checkout.
Q: How can I track my order?
A: Once your order ships, we email a tracking number and a link to the carrier’s tracking page.
Payments
Q: What payment methods do you accept?
A: We accept credit card, Interac e-Transfer, and Bitcoin.
Q: When is my payment charged?
A: Credit cards are charged at the time of purchase. For Interac e-Transfer, orders are processed once payment is received. Bitcoin payments are processed once confirmed.
Returns and Exchanges
Q: Do you accept returns?
A: We do not accept returns. Please review product descriptions before purchasing.
Q: What if an item is defective or damaged?
A: If your item arrives damaged or defective, contact support immediately with photos and your order number so we can assess the issue and advise next steps.
Lost or Missing Orders
Q: What happens if my order is lost in the mail?
A: If a package is confirmed lost by the carrier after an investigation, Smoke Signals Canada will resend the order at no additional charge. Contact support with your order number and any carrier tracking information so we can open an investigation.
Q: What if tracking shows delivered but I did not receive my package?
A: First check with neighbors and any safe delivery locations. If you still can’t locate it, contact us and we’ll work with the carrier to investigate.
Account and Security
Q: Do I need an account to order?
A: No. You can checkout as a guest. Creating an account lets you save addresses and view order history.
Q: How do you protect my payment information?
A: We use secure payment processors and industry-standard encryption to protect your payment and personal information.
Contact and Support
Q: How do I contact support?
A: Email support@smokesignalscanada.ca or use the contact form on our website. Include your order number and a brief description of the issue for fastest help.
Q: What information should I include when contacting support?
A: Include your order number, the email used for the order, and any relevant photos or tracking details.
Quick Policy Summary
- Shipping days: Monday to Friday.
- Cutoff time: 3:00 PM EST for same-day processing.
- Carriers: Purolator and Canada Post.
- Payments: Credit card, Interac e-Transfer, Bitcoin.
- Returns: No returns accepted.
- Lost packages: We will resend confirmed lost orders after carrier investigation.