Customer Help
Have a question? We're here to help!
All your questions
General Questions
This website — smokeway.co — is our only website in 2025. We do not have any other official platforms online. We use third-party platforms for reviews (JudgeMe) to counter spam and fake reviews, but it’s the ONLY time you’ll interact with our services via something that’s not our official website or our official email.
As for legitimacy — we’re one of the most advanced native cigarettes factories in Canada and we showcase our manufacturing process right on the homepage. Thousands of Canadians already trust our services, our quality and our shipping speed. We’re aiming at building long-term customer relations, so we’ll do our best to gain your trust.
Yes, we operate on First Nations land, so Smokeway, as well as all our brands, are manufactured legally, in full compliance with the current Canadian laws and regulations.
As of right now, we make original Canadian, Canadian Classics, Rolled Gold, Elite, Playfare’s and Putter’s cigarettes. Stay tuned and subscribe to our newsletter to learn about our line-up expansion first!
Smokeway is the manufacturer, not reseller. We don’t buy cigarettes in bulk to resell, we make them at our factory. The smokes we produce are not just authentic: since we control every single stage of the process, from tobacco sourcing to packaging, we can guarantee unmatched quality and best prices for all our products.
Yes! We’re open to new partnerships and have a dedicated team to handle our wholesale clients. Please get in touch with us via [email protected].
All things contacts
Contacts Info
Please contact [email protected]. This email is specifically dedicated to help our customers with order status updates, changes, resolving delivery issues and solving other problems, if any arise.
Yes, you can contact us at [email protected], it’s a dedicated address with a different team on the other side — a knowledgeable wholesale specialist will answer you promptly. Please use this email only if you’re looking to buy more than 50 cartons of any cigarettes (not limited to the same brand or the same variant).
No, unfortunately, there’s no way to call Smokeway. You can reach out via email if you have any specific questions: [email protected]. We have the support request process polished and optimized, so you can expect a quick reply right after you hit the Send button. We’re always in touch.
In 2025, we operate online-only, just the manufacturing facility and offices for sales and support teams are offline. You can trust the delivery service to be faster and more comfortable than picking up your order yourself.
No, most likely, you’ve placed your order with a coupon code or during a seasonal sale event. We may add a free carton to your order as a gift in several circumstances. You don’t need to send it back or pay anything extra, no action is needed from your side.
It’s most likely a gift — so enjoy it, we hope you received just a bit extra of your favorite smokes for free. The best thing you can do is mention it in a review — we’d appreciate it.
All things checkout
Payments
In 2025, there are just two options to pay for your cigarettes at Smokeway:
- Interac eTrasfer
- Credit card (Visa/MasterCard).
We do not accept any other payment methods, and once we do — we’ll notify all our customers about it right on the front page of the website.
No, it’s just Interac eTransfer and credit cards in 2025. You can’t pay with cash, it’s not a valid payment method for us, and there’s no way for us to accept it. We currently do not accept cryptocurrencies as well. And since we can’t guarantee safe and quick checkout via third-party services, we stick to the ones we (and thousands of our customers in Canada) already know and trust.
You have 48 hours to complete your order and the payment. We’ll notify you if you have pending payments via email. If you still have payment pending 2 days after the order is placed, we’ll have to cancel it, but you’ll be able to place another order with the same products.
With credit cards, your payment is processed nearly instantly. With Interac eTransfer, it usually takes us 1-2 business hours to process your payment and mark it as Completed. If it did not happen by the end of the 3rd hour for some reason, there might be an issue with your order or payment, please contact us directly via [email protected].
All things delivery
Shipping
Yes if you’re in Canada: we deliver our products nation-wide, to all provinces and territories, no exceptions.
Currently, we rely on the services of UPS, FedEx, Purolator and DHL.
Yes, please check your email inbox after payment processing, you should receive a Live tracking number and all the updates about your order status.
No, we currently don’t have international shipping and deliver our products exclusively in Canada.
All things wraps & boxes
Packaging
By “discreet packaging” we mean something nondescript and bland: blank, generic-looking carton boxes, essentially. All the branded cartons and packs of your cigarettes are safely covered inside.
There’s nothing on the outside of your package that could provide any information (or even hint at) about the products you purchased.
We aim at maximum protection with our packaging practices, so your cigarettes are going to arrive in several layers of packaging:
- Nondescript carton box — just so it’s discreet;
- Airtight, sealed bag — so your cigarettes arrive fresh;
- Vacuum seal in extra bag — so your order survives anything, even if it’s exposed to the elements;
- Protective soft layer — so your smokes are not physically damaged under any circumstances.
In addition, cartons themselves have a layer of airtight wrap. It’s a lot of plastic, but we use biodegradable, recycled materials, and aim at minimizing damage to nature while protecting the quality (and the fresh natural flavor) of our products on their way to you.
It depends on the treatment the package received from the shipping provider, though we’re aiming at extra protection with every package. If the box is damaged — your cigarettes inside are, most likely, OK. If they’re not, please contact us at [email protected].
All things we resolve in other ways
Refunds & Returns
We currently do not do refunds. Please be extra careful with your address, email and contact info fields: it’s important for us that you actually receive your order. If you’re 120% sure it’s correct but you still don’t have your order, check the tracking number from Canada Post for the delivery status. If you have any extra questions about it — get in touch with us via [email protected] and add your order number to the email. We’ll do our best to resolve the issue.
Our return policy is as simple as it gets: we do not accept returns and there’s no need for you to send us anything back. If you have reasons to believe that your order was not handled correctly (arrived damaged, wrong cigarettes, and similar issues) — get in touch with us via [email protected].