refund & return policy
our commitment to you
We want you to be completely satisfied with your purchase. This policy explains our refund and return process, including eligibility, timelines and how to get in touch with our team.
Last Updated: October 2026
At Maple Tobacco Co., we aim to provide accurate product information, secure order processing and reliable fulfilment. Because tobacco products are regulated products in Canada, returns, exchanges and refunds are subject to the conditions below and to all applicable federal, provincial and territorial laws and regulations.
1. GENERAL RETURN POLICY
Due to the nature of tobacco and other regulated products, we generally do not accept returns of tobacco products once they have been delivered to the customer, except where required by applicable law or where the product is eligible for a return under this policy. For hygiene, safety, regulatory, and product-integrity reasons, opened, used, damaged, or altered products may not be eligible for return. If you believe you have received an incorrect, defective, or damaged item, please contact us as soon as possible so that we can review the issue.
2. damaged or incorrect orders
If you believe you have received an incorrect, defective, or damaged item, please contact us as soon as possible so that we can review the issue. If your order arrives damaged, incomplete, or contains an incorrect product, please contact our customer service team promptly.
Please provide:
- Your order number
- Your name
- A description of the issue
- Photographs of the damaged product and packaging, where applicable
- Any other information we may reasonably require to investigate the issue
Our team will review the information and determine the appropriate resolution. Depending on the circumstances, we may offer:
- A replacement
- A refund
- Store credit
- Another appropriate resolution
Any replacement or refund will remain subject to applicable laws and regulations.
3. Refunds
If your refund is approved, we will process the refund using the original payment method where reasonably possible. The time required for the refund to appear in your account may depend on your payment provider or financial institution. We will notify you once your refund has been approved or processed.
Refunds may not be available where:
- The product has been opened or used
- The product has been damaged after delivery
- The customer provided an incorrect delivery address
- The customer is unavailable or refuses delivery
- The product is not eligible for return under applicable law
- The request falls outside the applicable return period
- The order was otherwise supplied correctly and does not qualify for a refund
4. Incorrect Address
Customers are responsible for providing accurate shipping information when placing an order. If an order is returned to us because the address supplied by the customer was incorrect or incomplete, please contact us to discuss available options. Additional shipping charges may apply before an order can be reshipped.
5. Delivery Issues
If your order appears to be delayed, lost, or incorrectly marked as delivered, please contact us with your order number. We may need to contact the shipping carrier to investigate the delivery status. Where appropriate, we will work with the carrier to determine the next steps.
6. Order Cancellation
If you need to cancel an order, contact us as soon as possible after placing it. We cannot guarantee that an order can be cancelled once it has entered processing, been dispatched, or otherwise reached a stage where cancellation is no longer possible. Where cancellation is permitted and a refund is approved, the applicable refund will be processed using the original payment method where possible.
7. Exchanges
Because of the nature of tobacco and other regulated products, product exchanges are generally not available unless required by applicable law or approved by Maple Tobacco Co. Canada following a review of the circumstances. If you have received a defective or incorrect product, contact us before sending anything back.
Please do not return a product without first receiving instructions from our customer service team.
8. Non-Returnable Products
Unless otherwise required by applicable law, the following may not be eligible for return:
- Opened tobacco products
- Used products
- Products damaged after delivery
- Products altered by the customer
- Products that cannot legally be resold
- Products specifically identified as non-returnable at the time of purchase
9. Wholesale Orders
Different return, cancellation, and refund terms may apply to wholesale or commercial orders. If you are a wholesale customer, please contact our sales team regarding the terms applicable to your order.
10. Regulatory Requirements
Maple Tobacco Co. Canada operates in accordance with applicable laws and regulations governing the sale and distribution of tobacco and other regulated products. Nothing in this Refund & Return Policy is intended to limit any rights or remedies that cannot legally be excluded or restricted under applicable Canadian law. Where a mandatory legal requirement conflicts with this policy, the applicable legal requirement will prevail.
1. GENERAL RETURN POLICY
Due to the nature of tobacco and other regulated products, we generally do not accept returns of tobacco products once they have been delivered to the customer, except where required by applicable law or where the product is eligible for a return under this policy. For hygiene, safety, regulatory, and product-integrity reasons, opened, used, damaged, or altered products may not be eligible for return. If you believe you have received an incorrect, defective, or damaged item, please contact us as soon as possible so that we can review the issue.
get in touch
we're here to help
Our friendly support team is ready to assist you with any questions or concerns. Choose the option that works best for you.
+1 289 469 1694
For quick assistance, contact us through whatsapp.
Please include your order number in the subject line whenever possible.
Live Chat
Get instant support from our team via live chat.
secure & discreet shipping
Your privacy matters to us.
nationwide delivery
Fast and reliable shipping across Canada.
dedicated support team
Real people, ready to help.
need more help?
Our team is always here to assist you.