FAQ

GENERAL

Live Chat assistants should respond to you in less than 3 minutes.

If you are over the age of 19 you can make a purchase on secretsmoke.co.

How to Order

Locate the products you are interested in ordering by going to our Shop page.

Click on your desired product and choose the amount you would like. Press ‘ADD TO CART’

When you have all your products in your shopping cart, and are ready to checkout, click on the shopping cart icon (top-right of your screen) and you can view cart page or checkout. You can review your order total on the cart page. Remember, all orders over $150 are eligible for free shipping. Be sure to fill out your information carefully.

Once you’ve filled in all the required fields, ie. address and name, you’ll need to accept the terms and conditions, (located on the bottom of the page) then click, “place order”. You will see a symbol for Interact E-Transfer or pay by bitcoin. Click the circle that correlates with what payment you would like to make. Then the next screen will provide you with detailed instructions on how to send your Interac E-Transfer. If you are a first time user with bitcoin there is a crypto-tutor at the bottom after you have filled out you personal information.

***Please address the E-Transfer to the payee name Inner Interac, failure to address the E-Transfer to Inner Interac may result in your E-Transfer being declined.***

  1. Please send an Interac E-transfer totalling your order amount to the following e-mail: innerinterac@gmail.com
  2. In the memo of the e-transfer, please be sure to include your ORDER NUMBER. This is very important as it identifies which order you are paying for!
  3. If your bank requires you to have a secret question and answer please follow these steps: Write your Secret Question as: Our Country?
  4. Choose your Secret Answer to be: canada

Once we receive your Interac E-Transfer we will send out a confirmation email and ship your product.

Step 6 – Canada Post Shipping Tracking

Once we recieve your E-Transfer, your order will be processed and shipped the following business day via Purolator Express Shipping. We will email your Purolator Express Shipping tracking number as soon as it is available.

Payments

Payment is made using Interac E-transfer. If you use online banking with a Canadian bank or credit union, then sending a transfer takes just a couple of minutes.

We also accept bitcoin and have an awesome bitcoin tutor here: (LINK FOR CRYPTO TUTOR, or chat to us on live chat for help!

Instructions will be provided with your online invoice and orders ship only after E-Transfer have been received. If we receive your payment by 12pm PST, your order ships that business day, or else it ships the next business day.

Once you’ve sent your E-transfer, it could take up to 40 minutes for us to receive an email notifying us of your payment. In the case of Bitcoin ,it could take us 4 hours to process your order. Your E-transfer will be pending until we collect the E-transfer (when we process your order). As soon as we receive  bitcoin payment and the TX id shows up in our wallet, our packagers will get right on processing your order.

If we receive your E-transfer by 12:00 pm PST Monday to Friday, your order will ship the same business day or else it’ll ship the following business day. Once your order has shipped, tracking info will be sent by email.

Shipping

We understand that most people require discretion. So, we use a variety of packages so consistency in packages is not noticed. We then vacuum seal every package. If there is an item that is fragile we will bubble wrap it. Also, there is nothing written on the outside of the envelope that would advertise that you are ordering medical marijuana.

Please allow 1 business day to process and package all orders. For example if you make an order on Monday, it will be out for delivery before the end of the day on Tuesday.

All orders are shipped using Canada Post Shipping. In general Shipping times are 2-3 business days after your order has been processed. At times, there may be delays due to weather conditions and COVID-19. Please allow a few extra days for remote locations.

Shipping fees are $15 for orders under $150 in the provinces and territories: British Columbia, Alberta, Saskatchewan, Manitoba, Yukon and Northwest Territories. Shipping fees are $20 for Ontario, Quebec and Eastern Provinces.

For orders over $150, shipping is free nationally.

Orders are shipped by Purolator Express Shipping or Canada Post.A tracking number will be e-mailed after your order ships. You will receive your order in 1-3 business days. Please allow an extra couple of business days if you live in a remote area.

 

If you do not get your package 3 days after the expected arrival date, let us know and we will file a trace with Canada Post.

If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.

We do not offer postage refunds if your order arrives late due to any postal issues.

There are 2 likely scenarios:

  1. a) the postal worker put it in the wrong mailbox, or
  2. b) what often happens is that a postal worker will scan in all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering it.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will most likely send you a 1x replacement(UP TO $75) free of charge.

From Canada Post

The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked:

  • with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;
  • their Community Mail Box for the item or parcel compartment key;
  • around their property to see if the item was left in a safe location or in a mailbox attached to their home.

In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.”

If your tracking # has not been updated after 48 hours, there’s a slight chance we may have missed your order. Please contact us right away to ensure we process and send your order.

Please wait till the end of day and your tracking number should appear correctly. If it does not, please email us at smokehelp@protonmail.com