Refund policy

Vaporizer and Parts Warranty

Vaporizer manufacturers handle warranty claims directly, so your device gets serviced by the people who know it best. The process is fast, simple and easy.

Manufacturers usually respond within 48 hours. They’ll walk you through a few troubleshooting steps first. If the problem is still there, you send them a short video showing the defect, and once they confirm it, they ship a replacement straight to you. You don’t need to send your defective device back.

We don’t process these claims ourselves, but we’ll help guide you through the process with the manufacturer. Need help starting a claim? Just reach out and we’ll point you in the right direction.

Bong and Accessory Warranty

All bongs and accessories are covered by our arrival guarantee. If your item arrives broken or defective, we’ll make it right. To qualify for a refund or replacement, report the damage or defect within 48 hours of receiving your parcel.

Warranty coverage doesn’t apply to items damaged after use or because of user error. If you’re not sure whether your item qualifies, just ask.

What the Warranty Covers

  • Products that arrive damaged or defective
  • Devices with a verified manufacturer defect

What the Warranty Doesn’t Cover

  • Self-inflicted damage
  • Vaporizers or products with no damage or defects

Warranty Claim Process

Most of the vaporizers we sell come with a manufacturer’s warranty, and the brand prefers to handle claims directly. Here’s how that works:

  1. Take a quick video showing your device malfunctioning.
  2. Send the video to the manufacturer’s warranty team.
  3. They’ll send you the replacement part(s) you need. You don’t have to ship the broken part or vaporizer back.

For products covered under our in-house warranty:

  1. Send us a video of the device malfunctioning.
  2. Once we confirm the issue, we’ll ship you a brand-new replacement free of charge, with no shipping cost to you.

Keep Your Vaporizer Box

We may need the serial number from your vaporizer’s box for a warranty claim. If you’d rather not keep the box, take a photo of it with the serial number clearly visible so you have it for later.

Returning a Vaporizer

If your vaporizer is unopened and undisturbed, you can return it within 30 days of delivery for a full refund, minus a minimum $20 shipping fee for the original delivery.

If the box has been opened or tampered with, we can’t accept the return unless there’s a verified manufacturer defect. If your device has a manufacturer defect, it’s covered under the manufacturer’s warranty, and we’ll make sure it gets repaired or replaced as quickly as possible.

Returning a Bong or Accessories

If your bong or accessories are unopened and undisturbed, you can return them for a full refund within 30 days, minus a minimum $20 shipping fee for the original delivery. If the box has been opened or tampered with, no refund is available.

Damaged or Lost During Shipping

Please check your items as soon as they arrive. Damage must be reported within 48 hours of receiving your parcel. That window starts on the delivery date, or the day you pick up your parcel from the post office.

  • If Canada Post damages your order in transit, you’re entitled to a full refund or a replacement at no extra cost.
  • If Canada Post misplaces your order, you’ll get a full refund or replacement, as long as the shipping error wasn’t caused by the person who placed the order.
  • If you entered an incorrect address, you won’t be eligible for a refund, and you’ll be responsible for any extra shipping costs.

We’re a small Canadian business, and lost parcels hurt us too. Please double-check your shipping details before placing your order.

Damaged or Lost Parcel Process

  1. Contact us as soon as possible to report the issue.
  2. We’ll notify Canada Post, and they’ll contact you for a detailed account of what happened.
  3. Canada Post will investigate. The delivery driver retraces their steps to try to find the parcel, and Canada Post’s fraud team reviews it as well.

This process can take up to 15 days, and we don’t issue refunds or reshipments until the investigation is complete. Thank you for your patience and understanding.

Wrong Item Received

In the rare case that we ship you the wrong product, we’ll replace it right away for free.

Contact Us

Have a question about a return or warranty claim? We’re happy to help.

Email: Sales@CanadianVaporizers.ca 
Text: 604-300-5993