Frequently Asked
Questions
Have a question? Find helpful information about orders, shipping, payments, product availability and customer support. We're here to help you find the answers you need.
How Can We Help You?
Browse the questions below or use the search field to find information relevant to your enquiry. If you need further assistance, our team is available by email, WhatsApp and the website's live chat.
Orders & Processing
How do I place an order?
Browse the products available on our website, review the product information, and follow the checkout instructions. Confirm your delivery details and order total before submitting your purchase.
All purchases are subject to product availability, applicable age requirements and Canadian laws.
Will I receive an order confirmation?
An order confirmation may be sent to the email address provided at checkout. Check your inbox and spam folder if you cannot find it.
If you still need assistance, contact sales@mapletobacco.ca with the details you used when placing the order.
Can I change or cancel my order?
Contact us as soon as possible if you need to change or cancel an order. We will check its processing and dispatch status, but changes cannot be guaranteed once an order has been processed or dispatched.
Any permitted cancellation or refund is handled under our applicable policies and legal requirements.
What if an item is unavailable?
Product availability can change. If an item cannot be supplied after an order is placed, our team will contact you where appropriate to discuss the available options and any applicable refund.
Shipping & Delivery
Where do you ship?
Delivery availability depends on the destination, products ordered, carrier service and applicable regulations. Some products or locations may be subject to restrictions.
Please confirm that the products you order can legally be delivered to your destination.
How long does delivery take?
Delivery times depend on your location, order processing, carrier service and other circumstances. Any estimate provided at checkout or through tracking is not a guaranteed arrival date unless expressly stated otherwise.
Please refer to our Shipping & Delivery Policy for further information.
How can I track my order?
Where tracking is available, details will be provided when they become available from the carrier. Updates may take time to appear after dispatch.
If you need help with your tracking information, contact our support team and include your order number and tracking reference, if available.
What if my parcel is delayed or missing?
Contact us if your parcel has not arrived within the estimated delivery period. We can review the available tracking information and, where appropriate, help investigate with the carrier.
Can I change my delivery address?
Contact us immediately if you entered an incorrect address. Address changes depend on the order's processing and dispatch status, and cannot be guaranteed once a parcel has been dispatched.
Payments & Checkout
Which payment methods do you accept?
Accepted payment methods are displayed during checkout. Available options may change, so please refer to the payment methods shown on the website when placing your order.
What should I do if my payment fails?
Check your payment details and contact your payment provider if necessary. Avoid repeatedly submitting payments if you are unsure whether a transaction succeeded.
If you believe you have been charged but have not received an order confirmation, contact us with the relevant order or transaction details.
When will a refund appear in my account?
If a refund is approved, it will generally be returned through the original payment method where reasonably possible. The time it takes to appear depends on your payment provider or financial institution.
Products & Availability
How can I check product availability?
Check the product page for current availability and any relevant product information. If you need help with a listing, contact our team before ordering.
Are there restrictions on tobacco products?
Tobacco and other regulated products may be subject to age restrictions, product-specific requirements and provincial or federal rules. Orders can only be fulfilled where legally permitted.
Do I need to complete age verification?
Where required by law, customers must meet the applicable minimum age and complete any necessary verification. Orders may be declined if required verification cannot be completed.
Can I ask about a product before ordering?
Yes. Contact us through email, WhatsApp or website live chat with the product name and your question. We will provide information available to our team.
Returns & Refunds
What is your refund and return policy?
Returns and refunds depend on the product, the circumstances and applicable laws. Certain regulated products may not be eligible for return once delivered.
Read our Refund & Return Policy for the full terms.
What if my order arrives damaged or incorrect?
Contact us promptly with your order number, a description of the issue and photographs where possible. Retain the packaging until you receive instructions from our team.
We will review the circumstances and determine the appropriate next steps under our policies and applicable law.
Can I return an opened product?
Opened or used tobacco products may not be eligible for return, except where required by applicable law or otherwise permitted under our policy. Please contact us before sending any item back.
Customer Support
How can I contact Maple Tobacco Co.?
You can contact our team using any of these channels:
- WhatsApp: +1 289 469 1694
- Email: sales@mapletobacco.ca
- Live Chat: Use the live chat feature available on our website.
What information should I include in my enquiry?
For an order-related enquiry, include your order number, the email address used at checkout and a brief explanation of the issue. Do not send full payment-card details or passwords.
Where can I read your other policies?
You can find additional information on our Shipping & Delivery Policy and Refund & Return Policy. You can also visit our Contact Us page.
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We're Here to Help
Whether you have a question about an order, delivery, payment or product information, our team is available through the contact channels listed below.
Visit Contact Us → Email Our Team