Frequently Asked Questions

MEMBERSHIP

Who to contact if I need help?

You can e-mail our support team at [email protected]

Customer service hours are from Monday to Friday from
9AM – 5PM PST

Not receiving any order confirmation email with payment instructions or tracking information? Please make sure to check your spam and junk folders.

We do NOT provide refunds or exchanges.

PAYMENT & FEES

Is tax included in your prices?

Yes, GST/HST is included in our product prices.

Our system only moves orders into processing once your e-Transfer has been matched against your order number (included in the notes section of your e-Transfer). After it has been accepted your order will be moved to processing.

*Please allow up to 2 hours for the Interac e-Transfer to deliver your funds to our payment system.

If your order remains on hold for longer than 12 hours and your e-transfer is still pending, this is because we have not received your payment or you did not follow the instructions provided when sending the e-transfer.

If your e-Transfer is still pending, or has not been received, this could be due to a number of reasons:

1.) We were unable to match your payment to your order when no order number is included in the notes section of your e-Transfer

2.) We have not received your e-Transfer because you have sent the payment to the incorrect email address.

3.) Your bank has flagged the transaction as suspicious, and needs to be contacted for confirmation to proceed with the transfer.

4.) We were unable to accept the e-Transfer, because you have not included the correct question and answer as stated in the payment instructions.

If your order’s payment can not be accepted due to any of the reasons above you will be notified with an email from the accounts team. If no payment is received after 24 hours, your order will automatically be cancelled and can not be re-opened again, a new order must be made.

We do not cancel any pending e-transfers received, even after an order is cancelled. This is to avoid the bank holding the sender’s money for a month after the e-transfer is cancelled. As such all e-transfers must be cancelled on the senders end, so there is no delay in the funds.

ISSUES & COMPLAINTS​

I received an incorrect order

Did you receive a defective or damaged product? Please do not hesitate to let us know via:

Chat on the web page
Email at [email protected]
Opening a support ticket right here on the web page
We will work quickly to help you resolve any issues you may have as fast as possible. Please provide the following details when emailing us:

*IT IS VERY IMPORTANT TO FOLLOW THESE STEPS*

  • The order number
  • Details outlining the incorrect order

*Please ensure to include photos or a video of the incorrect order*

  • VACUUM BAG MUST STILL BE ATTACHED
  • FAILURE TO DO SO WILL RESULT IN YOUR ORDER NOT BEING CORRECTED.

Once we have these details, we will do our best to resolve any product issues with you as fast as possible.

PLEASE NOTE: You have up to 24 hours to notify us of anything wrong with the order. We do not provide cancellations or refunds on orders that have already been shipped out or on account of changing your mind on your order. 

At Buymycokeonline.com we are committed to providing our members with top quality products. Unhappy with the quality of a product you received? Please reach out to let us know!

If you feel you have received a product that is not up to quality standards please provide the following details:

  • The order number that the product was received in
  • The name of the product
  • Details outlining the product quality issue
  • *Please ensure to include photos or a video of the product

Once we have these details, we will do our best to resolve any product quality issues with you as fast as possible.

*Please note: We DO NOT accept returns. However, in the event that you have received a product that is not up to quality standards, we will offer a a discount on your next order, or a credit to your account in points.

If you’re unhappy with one of our products, please email our support team within 14 days from the delivery date and we will try our best to resolve the issue. Any incorrect orders older than 14 days cannot resolved.

ORDERING

Do you guys have a physical location?

We do not have a storefront location as we are purely an e-commerce site.

Editing My Order

Once orders are placed, you will be unable to edit orders yourselves. If you wish to add to change some items, you will need to create a new order and request the old order to be cancelled.

Alternatively, your old order will cancel itself after 72 hours.

Cancelling My Order

If you wish to cancel your order, you will need to request the old order to be cancelled, or alternatively all unprocessed orders will be automatically cancelled after 72 hours.

PACKAGING

How will my order be packaged?

We ship out all orders discretely so there is no indication of what is inside.

SHIPPING & DELIVERY

What is shipping insurance?

If you choose to check mark the Shipping Insurance at checkout, your package is marked as a guaranteed delivery due to Postal Service Failures. If you do not receive your package, a credit will be issued for the full amount of your order.

*Shipping insurance will be automatically applied to all orders over $500.

Orders will be marked as SIGNATURE REQUIRED

Please Note: Nunavut & Northern Ontario are excluded from shipping insurance.

If you don’t receive your package within 48 hours after the expected arrival date, please don’t hesitate to contact us at [email protected]

We will not be held liable lost orders due to:

mistakes by the postal office
wrong address/unit # given by customer
seized at postal facility
stolen packages after delivery

If a trace is filed, Canada Post will conduct an investigation which can take up to two weeks to complete.

There are number of reasons why your pack may have been set to “Successfully Delivered”

Often your item has not been lost or stolen, just delayed in delivery:

Postal worker scanned all packages they have in possession as delivered and will spend the day/or following business day completing the delivery.
Postal worker has placed the package in the wrong mailbox. We highly recommend you checking with your neighbor.
Please note, we are not liable for mistakes caused by Canada Post such has your package being delivered to the wrong address

If you have not receive your package within 48 hours after the “Successful Delivered” status, let us know and we will file a trace with Canada Post which takes about 5-7 business days.

Tips for ensuring a successful delivery, we recommend:

Double check the shipping address you have provided is correct
If you are using a flex delivery address, make sure your account number is included as well as the RPO of which post office you have chosen for pick up
If you community mailbox, make sure the mailbox number is correct
Before panicking about a missing package, please check with your neighbors to see if they accidentally received your package

If you live in the following provinces:

Nunavut
Northern Quebec
Northwest Territories

We cannot offer any delivery guarantees, you will be ordering at your OWN RISK. If your order is stolen or lost, we reserve the right not to replace it.

* Shipping Insurance will not be eligible for orders from these provinces. *

If you’re tracking your package on Canada Post and its in a wrong city, its most likely due to human error at Canada Post.

Humans errors happen on occasion as postal codes are manually entered by the post office. They may have entered it wrong and off by a digit/letter which can cause a routing error and delay of 1-3 business days .
If you do not receive your shipment after 5 business days, please feel free to contact us and we will contact Canada Post to trace the package.

If your’re tracking your package on Canada Post’s website and it has not been updated its may be due to the following reasons

We are enroute to ship your package and it hasn’t been scanned yet at the post office
The package has been dropped off at the post office already but the clerk has not scanned or missed the scan on the package. The next scan will be later in the day at the processing center
Canada Post tracking system has a glitch with the tracking number
Don’t worry, once the package is in Canada Post system it’s already making its way towards you. Expect delivery within 2-3 business days depending how far you live from a major city in your province.

Members get their package on time or usually just a day later. If you do not receive it after 2 days please let us know.

Once your order has shipped, it will take up to *3 business days to receive your order with Canada Xpress Post.

* Please note that, delays may happen that is far beyond our control that will delay your delivery

When tracking your package, please look out for the status “Item out for Delivery”, as this will indicate the package has left the sorting facility and is on the way to

** Canada Post may experience delays on Statutory Holiday, Holiday Seasons and when experiencing extreme weather conditions **

You can find your tracking number within the email that is sent to you after completing your order.

If you’re unable to find your tracking number, please contact [email protected] for assistance.

Place your order before 9 AM PST and we will ship your order same day!

* Please be advised, the payment must be processed by our team in order to move it into the processing state for shipment the same day

The interact system can take up to 3 hours to direct your payment to the provided email address. Make sure to pay early to ensure that your payment is processed before 9AM.
Canada Post operates Monday to Friday only, so we do not ship packages out on the weekend. Feel free to make an order and pay as we will still be processing orders through the weekend.

REWARDS AND DISCOUNTS

How does your rewards system work?

At Buymycokeonline.com we value customer loyalty and engagement, which is why we have introduced a rewarding referral program to enhance your shopping experience. Here’s how our rewards system operates:

  • Referral Rewards: Our current rewards program incentivizes customers who refer friends and family to our website, especially after their first successful order. By participating in our Refer-A-Friend program, you can earn valuable rewards points for each successful referral.
  • Getting Started: To kickstart your referral journey and begin earning points, simply visit the Refer-A-Friend page on our website. From there, you can easily invite your acquaintances to explore our offerings and make their initial purchase, setting the stage for you to earn rewards points.
  • Points Redemption: 25 Points is equivalent to $1 that can be used at checkout. These points can be accumulated over time as you refer more friends to the site and these points can be redeemed on future orders, allowing you to enjoy additional benefits and discounts as a token of our appreciation for your loyalty and advocacy.

By actively engaging in our referral program, you not only enrich the shopping experience for yourself but also extend the benefits to your network by introducing them to our quality products and services. Should you have any inquiries regarding the rewards program or require assistance with referrals, our team is available to guide you through the process.

Thank you for being a valued member of the Buymycokeonline.com community. We look forward to rewarding your loyalty and fostering a rewarding relationship through our innovative rewards program.

PRODUCT ISSUES​

Why is the product in my order different from what I saw on the website?

Product pictures are for visual reference only and may vary or differ from the actual product.

Payment and Discounts

Your convenience is important to us. At buymycokeonline.com, we want to assure you that you do not need a Native Status card to purchase our products online. Our products are proudly manufactured in our factories located on Native Reserves, crafted with meticulous attention to quality using premium materials. We are dedicated to offering you products that not only meet your expectations but also embody our commitment to excellence and authenticity. Your shopping experience with us is designed to be inclusive, straightforward, and tailored to suit your needs. Thank you for considering us for your purchases!

Your payment convenience is a priority for us at buymycokeonline.com Currently, we do not offer Cash On Delivery (COD) as a payment method. To streamline your shopping experience, we accept secure credit card payments from all major credit cards. Additionally, for added flexibility, we also welcome Interac e-Transfers as a convenient payment option. Our aim is to provide you with hassle-free transactions and ensure that your payment process is smooth and efficient. Thank you for choosing us for your shopping needs!

At buymycokeonline.com, we aim to provide transparent pricing and a seamless shopping experience for our customers. Here’s a clarification regarding taxes on your order:

  • Tax-Inclusive Pricing: All product prices listed on our platform are inclusive of applicable taxes. You can shop with confidence knowing that the displayed prices already account for any necessary taxes.
  • Transparent Charges: Any additional charges, including taxes or fees, will be clearly outlined and visible throughout the cart and checkout pages. We believe in upfront pricing to ensure you have a clear understanding of the total cost of your order before finalizing your purchase.

We value your trust in us and strive to maintain a straightforward and customer-centric approach to pricing. Should you have any further questions or require additional information regarding taxes or charges on your order, feel free to reach out to us. Thank you for choosing buymycokeonline.com for your shopping needs!

At buymycokeonline.com, we strive to offer competitive pricing while maintaining the quality of our products to cater to a wide range of customers. Here’s some insight into our discount policy:

  • Already Discounted Pricing: Our product prices are already set at heavily discounted rates, making them among the most competitive in the industry. This approach enables us to ensure top-notch quality products are accessible to all our valued customers across Canada.
  • Inclusive Pricing: We value diversity and aim to provide fair and inclusive pricing for all customers, irrespective of background or identity. Our commitment to offering affordable yet premium products remain consistent across our customer base.

While specific discounts based on individual characteristics may not be available, we encourage all customers to take advantage of our competitive pricing and explore the array of high-quality products we offer.

If you have any further inquiries or require assistance with your order, please don’t hesitate to reach out to us. Thank you for considering buymycokeonline.com for your needs, and we look forward to serving you with exceptional products and service

At buymycokeonline.com ,we value our new customers and strive to enhance your shopping experience with exclusive offers. Here’s how you can benefit from a special discount as a first-time buyer:

  • New Customer Offer: As a token of appreciation for choosing us, we are excited to offer you a 10% discount on all items site-wide (excluding SALE items) using the coupon code NEW10. This discount is exclusively available for first-time buyers on our platform.
  • Coupon Code Redemption: To avail of this discount, simply enter the coupon code NEW10 during the checkout process at both the Cart and Checkout pages. The discount will be applied to your purchase total, allowing you to enjoy savings on a wide range of products from our collection.

  • Terms and Conditions: Please note that the NEW10 coupon code is valid for your first purchase only and cannot be combined with other promotional codes or used on SALE items. We want to ensure that you receive the full benefit of this exclusive offer while exploring our premium selection of products.

We are delighted to welcome you to bestcanadiansmokes.com and look forward to providing you with quality products and exceptional service. If you have any questions or need assistance with applying the discount code, feel free to reach out to our customer support team.

Happy shopping, and thank you for choosing buymycokeonline.com as your destination for premium products.

When it comes to making secure and convenient payments at buymycokeonline.com, our credit card service provider supports a wide range of major credit cards. Here are the details:

  • Accepted Cards: Our payment processing partner, accepts all major credit cards, including but not limited to:
    • Visa
    • Mastercard
    • American Express
    • Discover
    • JCB

By utilizing our robust payment infrastructure, we ensure that customers have the flexibility to choose from a variety of widely accepted credit cards for their purchases. Should you have any specific inquiries related to payment methods or require assistance with your transaction, feel free to reach out to our customer support team for prompt and helpful guidance.

We appreciate your trust in buymycokeonline.com as your preferred online shopping destination. Rest assured that we are committed to providing a safe and efficient payment experience tailored to your needs.

After selecting the e-transfer payment method for your order at buymycokeonline.com, you can easily locate the necessary information to complete your transaction. Here’s how you can access the payment details:

  • Confirmation Email: Upon choosing the e-transfer payment option during checkout, you will receive a confirmation email containing comprehensive payment instructions. This email serves as a guide for initiating your e-transfer payment and provides specific details on where to send the payment.
  • Check Your Email: If the confirmation email does not appear in your primary inbox, we recommend checking your spam or junk folder. Occasionally, email service providers may filter automated emails, so it’s essential to review all folders to ensure you don’t miss important payment instructions.
  • Payment Address: Within the confirmation email, you will find the designated email address to which you should send your e-transfer payment. This ensures that your payment is accurately processed and attributed to your order for swift fulfillment.

By following the instructions outlined in the confirmation email, you can efficiently complete your e-transfer payment and proceed with your order confidently. Should you encounter any difficulties or require further assistance regarding the payment process, our customer support team is readily available to assist you.

Thank you for choosing buymycokeonline.com. We appreciate your cooperation in ensuring a seamless payment experience, and we look forward to fulfilling your order promptly and efficiently.

When it comes to e-transfer payments at buymycokeonline.com, here’s what you can expect in terms of processing and order fulfillment:

  • Manual Processing: Unlike the automated nature of credit card payments on our site, e-transfer payments require manual receipt and processing by our team. Rest assured that upon sending your e-transfer, our team will diligently receive and process the payment within 1 business day.
  • Order Packaging: Once your e-transfer payment has been successfully processed, your order will be swiftly prepared for packaging on the following business day. This meticulous approach ensures that your items are carefully organized and readied for shipment.
  • Communication and Updates: While e-transfer payments may not reflect immediate updates on your order status, you can anticipate receiving an automated email notification confirming the receipt of your payment. This email serves as an assurance that your order is in progress and being prepared for shipment.

We understand the importance of timely and accurate order processing, and our team is dedicated to ensuring a seamless experience for every customer who chooses to pay via e-transfer. Should you have any specific inquiries or require further assistance regarding your payment, feel free to reach out to our customer support team for prompt assistance.

Thank you for choosing buymycokeonline.com. Your trust in our payment processes is appreciated, and we look forward to fulfilling your orders efficiently and reliably.