FAQ Centre
Shipping, payment, bulk discounts, rewards and returns — answered. Ships from Ontario, same day before 12 PM EST.
Ordering and payment
How do I pay for my order?
We accept Interac e-Transfer. You'll get payment instructions at checkout with everything you need to send it.
Because we don't process card payments, there's no card data to store and nothing to be exposed. That's a deliberate choice, not a limitation.
When is my order confirmed?
Once your e-Transfer is received. Send it as soon as you've checked out and your order moves into dispatch straight away.
Can I change or cancel an order after placing it?
Email us at info@tinsxpress.com as fast as you can. We dispatch same-day on orders placed before 12 PM EST, so once it's gone we can't pull it back.
Do I need an account to order?
No, but there's a reason to have one. Account holders get 50 points on sign-up, earn a point per dollar on every order, and can track orders without emailing us.
Is there a minimum order?
No minimum. Order one tin if you want to try something.
Shipping and delivery
How fast do orders ship?
Orders placed before 12:00 PM EST, Monday to Friday, are dispatched the same day. Anything after noon, or on a weekend or holiday, goes out the next business day.
What are the shipping options and rates?
| Service | Delivery | Cost | Free over |
|---|---|---|---|
| Standard | 3–5 business days | $20 | $200 |
| Express | 1–2 business days | $25 | $250 |
Both services are tracked.
Where do you ship from?
Our own warehouse in Ontario. Everything is held in Canada and ships domestically, which is why there are no customs delays and no duty fees on delivery.
A package coming from Europe or the US can sit at the border for weeks and arrive with a bill attached. Ours doesn't.
Do you ship outside Canada?
Not currently. We ship within Canada only.
Will I get tracking, and which carrier do you use?
Yes, every order is tracked on both standard and express.
The carrier depends on the service you choose — we use different carriers for standard and express to get the best combination of speed and reliability on each. Your carrier and tracking number are confirmed in your dispatch email.
Is packaging discreet?
Yes. Orders arrive in a plain box with nothing on the outside identifying what's inside — no branding, no product names, no descriptive labelling. Anyone handling the parcel sees a plain package and nothing else.
Bulk discounts
How do the bulk discounts work?
Buy more tins, pay less per tin. It applies automatically at checkout.
| Tins | Discount |
|---|---|
| 5+ | 10% off |
| 10+ | 15% off |
| 20+ | 20% off |
Do I need a discount code?
No. Add five or more tins to your cart and the discount is applied at checkout on its own.
Do the tins have to be the same brand or flavour?
No — that's the point of it. Mix and match anything in the store. Five different brands at five different strengths qualifies exactly the same as five identical tins.
It's the cheapest way to work out what you actually like. Browse all pouches →
Can I combine bulk discounts with loyalty points?
Yes. The bulk discount comes off the order total and points are redeemed on top.
Loyalty and rewards
How do I earn points?
- 1 point per $1 spent on every order
- 50 points for creating an account
- 25 points for following us on Instagram
- 500 points when someone you refer places their first order
What are points worth?
100 points equals $1.00 off. So 500 points is $5 off your order.
Do points expire?
No. Your points never expire.
How does the referral programme work?
Share your referral link. When someone uses it, they get 15% off their first order and you get 500 points — worth $5.
How do I redeem points?
At checkout. Your available balance appears at the payment step and you choose how much to apply.
Returns and damaged orders
What is your returns policy?
All purchases are final sale. We don't accept returns or exchanges for change of mind — this is a consumable product and we can't resell a tin once it's left us.
Damaged orders are different, and covered below.
My order arrived damaged. What do I do?
Report it within 7 days of delivery:
- Email support@tinsxpress.com with photos of the damage and a short description
- We'll issue you an RMA number
- Ship the item back within 7 days of receiving the RMA
- Once approved, we issue store credit points or a coupon of equal value
Do you give cash refunds?
No. Approved damage claims are resolved with store credit or a coupon of the same value.
What isn't covered?
- Products damaged by mishandling or improper storage after delivery
- Products that have been altered or used
- Any claim submitted more than 7 days after delivery
Products
What strength should I start with?
6mg. Rogue and Mr. Vapor both offer their whole range at 6mg, so you can pick a flavour without also gambling on a strength.
Our strength guide → goes through this properly, including how to tell when you've gone too strong.
How many pouches are in a tin?
Twenty in almost everything we carry. The exceptions are Lucy Breakers at 15–20 and Siberia Maxi at 12, where the pouches are physically larger.
How long does a pouch last?
20 to 60 minutes depending on brand and format. Dry pouches release slowly and sit at the top of that range; moist pouches hit faster and finish sooner.
Are your products authentic?
Yes. Everything is sourced from authorised suppliers in the USA, Europe and Canada. We don't buy grey-market stock.
Are these products tobacco-free?
Yes. Every pouch we sell uses tobacco-free white pouch material. No tobacco leaf, no smoke, no spit.
How should I store them?
Somewhere cool and dry, out of direct sunlight, and out of reach of children and pets. Some brands recommend refrigeration to extend freshness — it isn't required.
Do you sell ZYN?
No. We stock Rogue, Zolt, White Fox, Pablo, VELO, ALP, Mr Fog, Mr. Vapor, Z Pouches, Lucy, Siberia, Ace X, Iceberg and On!.
Something I want is out of stock. When is it back?
We restock regularly. Email info@tinsxpress.com and we'll tell you where that specific item is.
Age and contact
How old do I have to be?
TinsXpress sells to adults 19 and over only. By using the site you confirm you're of legal age in your province.
How do I contact you?
- General enquiries: info@tinsxpress.com
- Damaged orders and returns: support@tinsxpress.com
- Instagram: @tins_xpress
No answers matched .
Email us your questionStill stuck?
Email us and we'll come back to you. We're a small team in Ontario, not a call centre.
Nicotine is addictive. These products are intended for adults 19 and over and are not sold as smoking cessation aids.
