Please read our FAQ before sending us a message.
Welcome to HBI Canada. We’re so glad that you decided to shop with us. Please make yourself at home, enjoy your stay and remember to follow our house rules.
Smoking Returns Policy
WE CANNOT ACCEPT RETURNS OF USED ITEMS, PARTIAL BOXES OF MERCHANDISE, CLOSEOUT ITEMS OR ITEMS MORE THEN 6 MONTHS OLD.
THESE POLICIES ARE TO PROTECT YOUR INTERESTS AS WELL AS OURS!!!.
HBI is #1 in customer service but we must maintain reasonable standards for returned items, as dictated to us by the manufacturers.
As part of our reasonable terms and conditions of doing business together, you agree to notify HBI verbally or in writing about any shipment shortages or invoice overcharges (incorrect prices, incorrect items, etc.) within 2 business days of receipt of the merchandise.
After this time if HBI is notified of any shortage or overcharge it will be at the sole discretion of HBI to accept or deny any claim. We now use a triple check shipping system by which all goods are independently verified 3 times. We do this to protect our customers and to ensure that all orders are as perfect as possible.
*100% ACCURACY IS OUR GOAL*
General Returns Policy
- WE CANNOT ACCEPT RETURNS OF USED MERCHANDISE OR ANY PARTIAL BOXES OF MERCHANDISE (such as a partial box of blunts, cigars or papers) All returns must be completely full boxes with all of their original packing materials. We are not allowed to issue “Partial box credits”. Any Partial boxes returned cannot be credited.
- ALL PRODUCTS MUST BE RETURNED WITHIN 6 MONTHS OF THE DATE OF INVOICE. (These two rules are given to us by the various manufacturers and they do strictly enforce them – sorry).
- CREDITS WILL BE GIVEN AT THE PRICE PAID FOR THE ITEM OR THE CURRENT SELLING PRICE (WHICHEVER IS LOWER).
- QUANTITY DISCOUNTS MAY BE LOST. In order to avoid people buying a large quantity to get a low price and then sending back half of the order because they really only really wanted half, we reserve the right to cancel any quantity discounts and re-bill based on the actual volume kept (we got burned a couple times by this game).
- ALL CLOSEOUT ITEMS ARE SOLD AS FINAL SALES. We cannot accept returns of any closeout item, they’re closed out – that’s why we sell them so cheap.
- ALL RETURNS MUST BE PRE-AUTHORIZED. Please speak with your salesperson to get return authorization before sending back any goods. Non-authorized returns may be rejected by our returns manager at his discretion.