Refunds

What is your refund policy?

We are Tobacco Road, and we take pride in providing high-quality tobacco products and exceptional service to our customers. If you experience any issues with your order, we will do our best to address them quickly and efficiently. We want to make sure you're satisfied with your purchase. Please note that we do not offer cash refunds or refunds via e-transfer. However, we are always happy to work with you to find a suitable resolution to any issues you may be experiencing. Find out how to Request a Refund. Refund requests are handled via a ticketing system and are dealt with in the order they are received. We strive to handle all refund requests within 24-48 hours of submission, and we appreciate your patience while we work to resolve any issues.

What if there are product issues?

At Tobacco Road, we are committed to providing our customers with the highest quality products and services. We understand that sometimes issues may arise with your purchases, and we want to assure you that we are here to help. If you've received a defective product or have any questions or concerns about an item from your recent order, please don't hesitate to reach out to our live agents right away. To work towards a resolution as quickly as possible, we kindly ask that you provide the following information when reaching out: - Order number - Product name (including strain name) - A description of the issue - Video or photo best depicting the issue Someone from our team will help to investigate the issue and come up with a resolution that meets your needs. We believe that our customers deserve the best, and we are committed to making sure that you are satisfied with your purchases from us.

How do I use a discount code?

When you're ready to complete your purchase, look for the option to enter a coupon code at checkout. Enter the promo code in the box, then click "Apply Coupon". Keep in mind that some discounts and coupons can't be combined.

Do you accept returns?

We do not accept returns due to quality assurance, health and safety, product integrity, and regulatory compliance reasons. If you receive a damaged or faulty item, you can request a refund. We prioritize your satisfaction and are always ready to assist you.

Can I get a refund?

We aim for your satisfaction. If you receive a defective item or something is missing from your order, don't fret. We'll help sort it out and issue a refund if necessary. To request a refund, please follow these steps: 1. Go to "My Account" 2. Click on "Orders" 3. Find the item(s) you want to request a refund for 4. Click on "Ask for a Refund" 5. Provide a reason for your request and a description of the issue 6. If possible, include a photo or video to help depict the issue After submitting your refund request, our team will review it and get back to you with a decision as soon as possible. To check the status of your refund request, go to "My Refund Requests" in your account. If the status is "Processing" or "On Hold," it means that we are still reviewing your request. Refund requests will be handled in the order they are received and typically processed within 24-48 hours. Please keep in mind that our team of support agents is authorized to approve or deny your refund request based on our policies. Additionally, we can only approve refunds for items that are defective, damaged, or missing. Please be advised that we do not offer refunds in the form of cash or e-transfer.