This policy explains how AE Smokes handles returns, refunds, damaged products, missing items and shipping-related order issues.

If you have a problem with an order, please contact us at [email protected] or through our Contact page.

Change-of-Mind Returns

Because of the nature of the products we sell and for health, safety, and product-integrity reasons, AE Smokes does not accept returns or exchanges for a change of mind.

Sales are generally final once an order has been completed, except where an item is defective, incorrect, missing, damaged or where a remedy is required under applicable law.

Please review your order carefully before completing your purchase.

Incorrect or Missing Items

If your order arrives with an incorrect item or something is missing, contact us as soon as possible after delivery.

Please include:

Your order number
A clear description of the issue
A photo of your invoice or packing slip
Clear photos of the products and package you received

Email the information to [email protected].

Our team will review the information and work with you to determine an appropriate resolution.

Damaged Products

We inspect orders before shipment and package them carefully. If an item arrives damaged, please contact AE Smokes as soon as possible.

Send us your order number along with clear photos or video showing:

The damaged product
The shipping box or mailer
Any visible damage to the package
The shipping label, where possible

Please keep the damaged product, shipping container and original packaging materials until the issue has been resolved. Canada Post may require photographs, additional information or inspection of the shipment as part of a claim.

Do not send the damaged product back unless AE Smokes specifically instructs you to do so.

Lost or Delayed Packages

Delivery estimates are not guaranteed, and delays may occasionally occur because of weather, carrier operations, service disruptions or other circumstances outside our direct control.

If your tracking information has not updated for an extended period or the expected delivery date has passed, contact us at [email protected].

We will review the tracking information and, where appropriate, work with Canada Post to open or support a delivery investigation.

If Canada Post determines that a shipment has been lost, any replacement, refund or other resolution will be reviewed based on the circumstances of the order, the carrier’s investigation, available shipping coverage and applicable requirements.

Packages Marked Delivered but Not Received

If Canada Post tracking shows your order as delivered but you cannot find it, first check around the delivery location, including your mailbox, parcel locker, front entrance, safe-drop location, building reception or concierge, and with other members of your household.

If the package still cannot be located, contact us with your order number and tracking information.

We will review the situation and assist with the appropriate Canada Post inquiry where possible.

AE Smokes cannot guarantee replacement or reimbursement for packages that Canada Post confirms were successfully delivered and that are subsequently lost or stolen, except where otherwise required by applicable law.

Canada Post Claims

Canada Post may require an investigation before determining whether compensation is available for a lost or damaged shipment.

AE Smokes may need information, photographs or cooperation from the recipient to complete a carrier investigation.

Please respond promptly if we or Canada Post request additional information relating to your shipment.

Approval of a Canada Post claim is determined by Canada Post and may depend on the shipping service used, available coverage and the circumstances of the shipment.

Approved Refunds or Replacements

When AE Smokes determines that a refund, replacement or other remedy is appropriate, we will contact you with the available resolution.

Any refund will be processed using the applicable payment method or another agreed method where necessary.

Shipping charges may not be refundable unless the refund is related to an error by AE Smokes or otherwise required by applicable law.

Do Not Mail Products Back Without Authorization

Please do not send products back to AE Smokes unless our support team has specifically authorized the return and provided instructions.

The return address shown on a shipped parcel is not a customer returns facility. Products mailed to that address without authorization may not be received or processed.

Need Help?

For questions about an order, refund or shipping issue, contact:

Email: [email protected]

Contact: AE Smokes Contact Page

For shipping costs, delivery times and tracking, see our Shipping Information page. Other common questions are answered in our AE Smokes FAQ.