Damaged Package Replacement

Last updated: April 17, 2026

Please note: Quality Native does not offer cash refunds. If your product arrives damaged, we will reship the affected items free of charge once your claim is verified.

1. What Is Covered

  • Outer packaging crushed, torn, or punctured in transit causing visible damage to product cartons inside.
  • Broken cigarettes (more than 20% of a carton with bent, torn, or crushed sticks).
  • Items missing from the shipment that were listed on your order confirmation.

2. What Is Not Covered

  • Buyer's remorse, change of mind, or wrong product selected at checkout.
  • Damage occurring after delivery (e.g. dropped at home).
  • Claims submitted more than 72 hours after delivery.
  • Packages marked delivered but not received (see Shipping Policy — lost packages).

3. How to Submit a Claim

  1. Within 72 hours of delivery, take clear photos showing:
    • The outer shipping box (all sides, including the shipping label).
    • The damaged contents inside.
    • Any broken or crushed product carton.
  2. Email the photos to info@qualitynativecigs.ca with subject line:
    Damaged Package — Order #YOUR-ORDER-ID
  3. Include a brief description of the damage and which items are affected.
  4. Keep the damaged products and packaging until your claim is resolved — the carrier may request inspection.

4. Review Process

Our team reviews damage claims within 1–2 business days. We may contact you for additional information or photos. Once approved, we will:

  • Ship a replacement of the damaged items at no cost to you.
  • Provide a new tracking number via email and on your My Orders page.
  • Replacements typically arrive within the standard delivery window for your region.

5. No Refunds

Because of regulatory requirements for tobacco products and the operating model of our reserve-based business, we cannot issue cash refunds, store credit, or partial price adjustments. Replacement of damaged items is the only remedy offered.

6. Repeated Claims

We track replacement claims per customer to detect carrier issues and to prevent abuse. Customers with patterns of unverifiable claims may be required to provide additional evidence or may be restricted from future replacements at our discretion.

7. Carrier Filing

For high-value damage we may file a claim with the shipping carrier on your behalf. We may ask you to retain the damaged packaging for up to 14 days to support that claim.

8. Contact

Quality Native — info@qualitynativecigs.ca
Reply within: 1–2 business days.