FAQ

About Us

Q: Do you have any stores I can visit in person?

A: We are currently only available online at soirsmoke.com

 

Q: Where are we located?

A: Our headquarters is located in Orangeville, Ontario

 

Q: Why should I shop at Soir Smoke?

A: Great question! We offer quick shipping times, affordable prices, loyalty rewards and extraordinary customer service.

 

Orders

Q: Can I cancel or change my order?

A:You may cancel or change your order ONLY if it hasn't been shipped out yet. If your order has been sent out, your unfortunately unable to cancel it.

 

Q: What if my order doesn't arrive?

A: Your order will be reviewed to make sure there isn't any errors. If everything is accurate, a claim will be opened with the carrier where your order will tracked down. If it isn't found, you will be refunded.

 

Q: I placed an order, now what?

A: You will receive a confirmation email with your order number. When your tracking number is available, it will be updated to your order. 

 

Q: My tracking number is unavailable.

A: Tracking numbers are auto generated. Once your order is in the shipping carriers system, the tracking number will be updated. Please allow a couple of days for it to be updated.

 

Q: What if my order is incorrect, damaged or broken?

A: Please reach out to us as soon as possible. It is important to check your order within 48 hours of it being delivered.

 

Products

Q: Do you price match?

A: Currently we DO NOT price match. We update our prices frequently to ensure we offer the most afforadble and competitive pricing possible.

 

Q: Do you sell cannabis?

A: We DO NOT sell cannabis products at this time. However, you never know what the future may hold. ;)

 

Returns

Q: What is your return policy?

A: We allow returns up to 30 days from the day your order arrives. Shipping costs may apply. Certain restrictions apply. For more information, please read our full return policy here: https://soirsmoke.com/policies/refund-policy

 

Rewards

Q: Do you have any rewards programs?

A: We offer Soir Stars! Soir Stars are points earned for various things. They are redeemable for discounts. To get started, simply click the on-screen star widget on the left hand side (Desktop) or the link at the bottom of our website (Mobile) and sign up with your email address.

 

Q: My rewards code isn't working.

A: Please contact us and we will ensure that you get your unlocked discount!

 

Q: Do you offer referrals?

A: We do! When you refer a friend, you both will be sent a 10% off coupon.

 

Shipping

Q: Where do you ship to?

A: We currently only ship to Canada and USA. We are currently working towards shipping internationally.

 

Q: Where do you ship from?

A: We ship our products from Toronto, Ontario.

 

Q: Who do you ship with?

A: We ship with various carriers such as Canada Post, UPS, Purolator, Fed Ex, Shippie, etc. This ensures we provide you the best rates possible.

 

Q: My tracking number says delivered, but hasn't arrived.

A: Often times shipping carriers will update the status of a shipment prior to the actual delivery. If 24 hours pass after the status has changed to delivered, please reach out to us.

 

Q: How long does shipping take?

A: Shipping takes approximately 2-10 days. The closer you are to the Greater Toronto Area, the quicker your order will arrive.

 

Q: I received a delivery notice, now what?

A: Your order is available to be picked up at the address specified on the notice. If your order isn't picked up by the deadline, it will be sent back to the sender.

 

Q: If a claim is opened with the shipping carrier, how long does it take?

A: It takes up to 10 days for a claim to be investigated and completed.

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