Shipping &
Delivery Policy

Orders are reviewed and processed after checkout and payment confirmation, subject to product availability and any required age or compliance verification.

Processing times may vary depending on order volume, stock availability, payment confirmation, holidays and additional verification requirements.

Orders are not considered dispatched until handed over to the applicable shipping carrier or delivery provider. If additional information is required, our team may contact you using the details supplied at checkout.

Shipping availability depends on your destination, the products ordered, applicable regulations and carrier service availability.

Some products may be restricted or unavailable for delivery to certain provinces, territories, postal codes or other destinations. Customers should confirm that products can legally be supplied to their location.

We may decline or cancel an order where fulfilment would violate applicable law or carrier requirements. Any resulting refund will be handled in accordance with applicable law and our Refund & Return Policy.

Available shipping methods and applicable delivery charges will be displayed at checkout where supported.

Shipping fees may vary according to destination, parcel size, weight, selected service and other relevant fulfilment factors. Review the shipping details and total order cost before completing checkout.

If an unusual delivery requirement or additional charge arises after an order is placed, we will contact the customer where appropriate before proceeding.

Delivery estimates depend on the destination, order processing time, carrier service and circumstances beyond our control. Estimates provided at checkout, in order confirmations or through tracking services are not guaranteed arrival dates unless expressly stated.

Delays may occur due to:

• High order volumes or seasonal demand.
• Public holidays and weekends.
• Severe weather or carrier disruptions.
• Incorrect or incomplete delivery information.
• Address verification or delivery restrictions.
• Regulatory inspections or legally required checks.

If your order appears significantly delayed, contact our support team with your order number.

After placing an order, review your confirmation to ensure that the products, delivery address and contact information are correct.

Where tracking is available, information will be provided when it becomes available from the relevant carrier or delivery provider.

Tracking updates may take time to appear after dispatch. If tracking information is missing or unclear, contact our customer service team for assistance.

Customers are responsible for providing a complete and accurate delivery address, including the recipient's name, street address, unit number where applicable, city, province or territory, postal code and contact number where required.

Contact us promptly if you notice an error. We cannot guarantee that an address can be changed once an order has entered processing or been dispatched.

Additional charges or delays may apply if a parcel must be redirected or reshipped because of incorrect or incomplete information, where permitted by law.

If a delivery attempt is unsuccessful, the carrier may arrange another attempt, provide collection instructions or return the parcel to the sender, depending on its service and policies.

Follow the carrier's instructions and complete any required recipient verification. If a parcel is returned to us, contact our team to discuss available options. Reshipping may involve additional charges where permitted by law and disclosed to the customer.

If your parcel has not arrived within the estimated delivery period, contact us so we can review tracking information and, where appropriate, investigate with the carrier.

Please provide:

• Your order number.
• The email address used for your order.
• Your tracking number, if available.
• A brief description of the issue.

If a parcel is confirmed lost or a delivery issue qualifies for a remedy, we will work with the customer to determine an appropriate resolution under applicable law and our Refund & Return Policy.

Contact us promptly if your order arrives damaged, incomplete or contains an incorrect product.

Where possible, retain the outer packaging and take photographs showing the parcel, shipping label and affected items. This may help our investigation.

Please do not dispose of or return affected products before receiving instructions, unless otherwise required by law. Depending on the circumstances, a replacement, refund or another remedy may be available.

Tobacco and other regulated products may be subject to specific legal requirements. Where applicable, orders may require age verification, recipient verification or other compliance checks.

Customers must provide accurate information and comply with lawful verification requirements. We may be unable to fulfil an order if verification cannot be completed or delivery is prohibited by applicable law.

Nothing in this policy permits a sale or delivery where the transaction is unlawful.

If you need to change or cancel an order, contact us as soon as possible. We will determine whether the request can be accommodated based on the order's processing and dispatch status.

Changes cannot be guaranteed after an order has been processed or handed to a carrier. Any applicable refund will be handled in accordance with our Refund & Return Policy and applicable law.

Delivery may be affected by events outside our reasonable control, including extreme weather, transportation interruptions, public emergencies, labour disruptions, carrier service outages and government-imposed restrictions.

Where these circumstances affect an order, we will provide available information and reasonable assistance. This section does not exclude rights or remedies available under applicable law.

If you have questions about shipping, delivery estimates, tracking information or an existing order, our customer support team is available through the following channels.

• WhatsApp: +1 289 469 1694
• Email: sales@mapletobacco.ca
• Live Chat: Available through the Maple Tobacco Co. website.

For faster assistance, include your order number when contacting us about an existing purchase.

Maple Tobacco Co. Canada may update this policy to reflect changes to fulfilment practices, shipping services, business operations or applicable legal requirements.

The latest version will be published on this page. Customers should review the policy periodically for updates.