ORDERING
WHY IS $99 THE MINIMUM FOR ORDERS?
Shipping and packaging costs keep rising. A minimum order total of $99 helps us keep prices fair while still covering Canada-wide delivery for adult customers of Prime Smokes.
Orders of $199 or more include free delivery across Canada. If you have a promo code, you can apply it at checkout.
WHAT IS THE MINIMUM FOR FREE SHIPPING?
We offer free Xpress shipping on every order of $199 or more, anywhere in Canada. That includes British Columbia, Alberta, Yukon & Northwest Territories, Saskatchewan, Manitoba, Ontario, Quebec, New Brunswick, Newfoundland and Labrador, Nova Scotia, Nunavut, and Prince Edward Island.
HOW DO I PLACE AN ORDER THROUGH PRIME SMOKES?
Ordering from Prime Smokes is straightforward. You must be of legal age to purchase tobacco, vape, or smoking accessories in your province or territory.
- Browse our cigarettes, vapes, and smoking accessories and add items to your cart.
- At checkout, enter your billing and shipping details. You can order as a guest or with an account.
- Complete checkout and pay by Interac e-Transfer.
- Once payment is confirmed, we send a tracking number. Most shipments arrive within 2–5 business days.
IS MY PACKAGE SHIPPED SAFELY AND DISCREETLY?
Yes. We pack every Prime Smokes order carefully in a discreet parcel. The contents are not identified on the outside of the package. This helps protect your purchase and your privacy. We use secure, plain mailers for shipping.
DO YOU HAVE CUSTOMER SERVICE?
Yes. We do our best to be available for questions about orders, products, and shipping. Email us at info@primesmokes.com.
You can also reach us on live chat if you have a question about an item or your order.
WHERE CAN I ADD MY COUPON CODE?
You can add your coupon on the cart page. The coupon field is below your cart items. Enter the code and apply it. A message will confirm when the coupon has been accepted.
CAN I CANCEL, EDIT OR ADD TO MY ORDER?
Yes. If you want to edit or add to an unpaid order, place a new order and email us so we can cancel the original one (only if it has not already been paid). Email info@primesmokes.com with the order number you want cancelled.
PAYMENT
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accept Interac e-Transfer only. We are not able to process debit or credit cards at this time.
HOW DO I SEND AN INTERAC E-TRANSFER?
To send an Interac e-Transfer, follow the steps in your banking app:
- Log into your online or mobile banking and select the account to pay from.
- Enter the payment email shown in your Prime Smokes order confirmation.
- Use the payee name provided in that email. Do not mention tobacco, vape, or the store name in the transfer details.
- Enter the amount that matches your order total.
- We use autodeposit, so you usually do not need a security question. If you send a manual e-Transfer, use:
- Question: your order number
- Answer: Canada
- Put your order number in the message field.
- Confirm and send the payment.
WHAT IS THE PAYMENT PROCESSING TIME?
Payment processing can take up to 6 hours. If it has been less than 6 hours, please wait. Once we process your payment, you will receive a confirmation email that your order is “In Process.” If you paid more than 6 hours ago and have not heard from us, email info@primesmokes.com and include your order number.
WHAT HAPPENS ONCE YOU RECEIVE MY PAYMENT?
After you send payment, it may take a few hours for us to receive it. We will email you when payment is received, then send a tracking number once the order is ready to ship.
Orders paid after 9:00 AM (PST) may ship the next business day, though we try to extend that cut-off when we can. For the fastest dispatch, send payment the business day before you want the parcel to leave.
ORDER STATUS
HAS MY ORDER BEEN SENT?
To see if your Prime Smokes order has been sent, you can:
- Check your email for an “Order is now Complete” message with a tracking code.
- Open the Orders page in your account on our website.
Select the order to view its current status.
WHY HASN'T MY ORDER BEEN SENT YET?
If you receive an email that your order is “in process,” we complete and hand it off within 1 business day.
Canada Post does not move most parcels on weekends. An order placed Friday afternoon is typically with Canada Post by Monday morning, which is when tracking should start updating.
WHAT IS MY TRACKING NUMBER?
To find your tracking number, open the Orders page in your Prime Smokes account, then select the order. If no tracking number is shown, the order has not been handed to Canada Post yet.
CANADA POST & DELIVERY
PRIME SMOKES & CANADA POST
Prime Smokes ships every paid order, but once a parcel is with Xpress Canada Post, delivery timing is in Canada Post’s hands. That is why we include tracking on all orders.
WHERE DO YOU DELIVER?
We deliver everywhere in Canada. We do not ship outside the country.
HOW LONG DOES DELIVERY TAKE?
We send parcels by Xpress Post. Transit time depends on your province.
Shipping speed according to Canada Post:
| Shipping distance | Projected arrival date (business days) |
|---|---|
| Local | Next day |
| Regional | Next day |
| National | 2 days |
WHY HAS MY ORDER NOT ARRIVED?
We are sorry the order is delayed. Once the parcel is with Canada Post, delivery is outside our control. If your package has not arrived two days after the expected delivery date, contact us at info@primesmokes.com and we can request a Canada Post trace. That investigation can take 14–21 business days. If Canada Post locates the parcel, they will usually re-ship it at no charge. If the package is deemed unrecoverable, a refund is not offered.
MY TRACKING DIDN'T UPDATE IN SEVERAL DAYS
Tracking often stalls because of a missed scan, which is common with Canada Post. If tracking has not updated and the parcel is not delivered within 5 business days of shipment, email us and we will request a Canada Post trace.
MY TRACKING NUMBER DOESN'T WORK
We sometimes email the tracking number before Canada Post scans the parcel. It will not show as traceable on the Canada Post site until it is scanned at the first facility. In most cases, tracking updates by the end of that business day.
RETURN POLICY
PRODUCTS ARE MISSING
Mistakes can happen, and we will make it right. If something is missing from your Prime Smokes order, we will either:
- Issue a coupon for the value of the missing item toward a future order, or
- Send the missing item if you need it right away.
We usually start with a coupon because shipping costs are high. We appreciate your understanding.
PRODUCT DEFECTS
Most orders arrive in good shape. If a vape, accessory, or other item is defective (for example leaking, broken, not charging, or clogged), we will replace it or issue a coupon for the value of the product.
We may ask a few questions about the issue so we can confirm what happened. This is a standard check and helps us improve quality.
I DON'T LIKE THE PRODUCT
If a product is not what you expected, we recommend starting with a smaller quantity when you are trying something new. That avoids most disappointment.
If the issue is poor quality or an obvious defect, we will review it case by case and do our best to help. We may ask you to return the item, issue a coupon for its value, or send a replacement. Email info@primesmokes.com with your order number and photos if you have them.