Shipping and Return Policies

Shipping and Handling

Typically, once Muskoka Smoke Shop receives an online order, our handling time is normally one business day. Shipping time will depend on the method used, but typically estimated shipping times could be as fast as two to three business days within Ontario and approximately five to seven business days to farther parts of Canada. Territories could take longer. Please note, we can not be responsible for delayed orders due to issues from the carriers. This is however a rare occurrence. If such issues, arise, please be patient, or contact us for assistance. Due to the nature of our products we sell, you will need to be 19 years of age or older and if asked, provide proof of age upon delivery. If you place an order and are unable to produce a valid piece of ID if requested, we are in no way responsible and unable to give refunds. PayPal is the only form of payment taken for customers outside Canada, there is an option to check out with PayPal in the cart. If a customer purchases items for $150.00 or more, we include shipping for free within Canada, however oversized items may be excluded from this policy. Shipping costs will otherwise be determined at checkout. We use carriers such as Canada Post, Can Par, UPS and Fed Ex. We always try to utilize the carrier that is most economical to our customers.

Returns

We at Muskoka Smoke Shop do not wish you to be stuck with an item you did not want. We offer a 100% return guarantee on all items we sell. If the item is unused, it can be shipped back to us for a full refund or exchange (see our return policy details). It is important to us that you are completely satisfied with your purchase. Before placing an order with us, please read the description carefully to ensure the product may be right for you. If you would like more information about a product before making your purchase, please feel free to contact us. Our sales representatives would be happy to help you make the right choice with your purchase. Our return policy is below. If you require further information, please contact us. If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange the product for another one, be it similar or not. You can return a product for up to 14 days from the date it was delivered to your shipping address. Returns must be in the same condition you received the item in and in the original packaging. Please keep the receipt. Muskoka Smoke Shop reserves the right to deny any return or exchange and may request additional information as a condition of a return or exchange. A Return Merchandise Authorization (RMA) must be requested. This can simply be done by contacting us via email or filling out our contact form and stating a refund is requested. Once authorized, we will send you an email with instruction on where to send the item. Shipping is the responsibility of the purchaser, must have a tracking number and suitable insurance. Any exchange for a new product may be subject to shipping charges back to the customer. If an item is determined as defective upon customer receipt, it may be returned for an exchange or refund. In such a case we would confirm the item’s condition and if determined that a defect at no fault of the customer exists, a full refund for the item and any shipping costs will be covered. In the case of a damaged item, we would also require you to send us a photo of the damaged item upon receipt within 48 hours of the delivery confirmation. Some items are exempt from being returned. Used items, clearance items, perishable goods and gift cards cannot be returned to us. Chargebacks may be subject to a further processing fee.

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