What currency are prices listed in?
- All prices are listed in Canadian Dollars (CAD).
How can I pay for my order?
We accept payments made with the following branded cards & services:
- Visa
- MasterCard
- American Express
- Discover
- Apple Pay
- Google Pay
We also accept payments by Interac Etransfer (Canada only)
We do not accept PayPal due to their usage restrictions on tobacco, glass pipes and glass art.
We do not accept pre-paid Visa or MasterCard gift cards (Cards without a CVV authorization code on the reverse).
Do you accept Interac E transfer payments?
YES we do accept Interac Etransfer payments.
To our non-Canadian friends, Interac E Transfer is a payment mechanism that allows folks to transfer funds from account to account. It's offered and supported by Canadian banks only. Please do not choose this option if you do not have a Canadian bank account or if your Canadian Bank/ Credit Union does not offer this service.
How do I make a purchase using Interac E Transfer?
Step 4 of our checkout process asks you to pick a way you're going to pay. This comes after you input your personal details, your billing information and your shipping information. Pick the Interac E transfer option and submit your order.
We'll send you an email when your order is ready. At this point you will need to make your e transfer to tokintiger888@gmail.com. This email is set up for direct deposit. If your bank insists on a password, please set it to tokinpayment. As soon as we receive your etransfer, we will ship out your order.
You will receive an email confirmation that your order has shipped.
What are Tokin’ Points?
- Tokin’ Points are the rewards points you earn on all eligible transactions when you are a member of the Tokin' Rewards Program– our exclusive Loyalty Program.
- Tokin’ Points are as good as cash at checkout because you can use them to make full or part payment for your purchases.
- It takes 10 days from date of purchase for Tokin’ Points to register in your account.
- You can find out more about Tokin' Rewards here.
How can I become a member of Tokin' Rewards?
You automatically become a member of Tokin' Rewards when you create an account/ register on tokintiger.com.
If you’ve made a purchase on tokintiger.com as a guest, you would have received an email inviting you to register. All you have to do is click on the link to create your account and join Tokin' Rewards.
What is your return policy?
Our complete return policy can be found here: Return & Exchange Policy
The highlights of our policy are as under:
- You have 7 days to inform us of your intent to return/ exchange an item. Transactions past the 7 day window are considered final.
- All returns have to be approved by us prior to shipping an item(s) back to us.
- Returns can be requested via the ‘Completed Orders’ section of your account area.
- You would need to bear the cost of round trip shipping.
- All returns are processed via a Store Credit.
- Items have to be unused and unopened in order to be eligible for a return.
How do you ship your packages?
- Our packages are shipped in plain brown or white corrugated boxes or in plain padded envelopes.
- Where you have requested that your package or certain items in your order be gift wrapped, these will be inserted into the abovementioned brown/ white corrugated box or envelope.
- The return address will mention Tokin’ Tiger; as will the merchant field in your credit card statement.
What happens if an item is broken in the package?
- Our carriers give us 48 hours from time of delivery to report the breakage. Regrettably breakage claims made after 48 hours cannot be entertained.
- Please write to us on tokintiger888@gmail.com to inform us of the same.
- Please include pics of the broken items in your email.
- We will help you process an insurance claim.
My Tracking Information says ‘Package Delivered’ but I cannot see it.
- Verify the shipping address.
- Look for a notice of attempted delivery around your door, mailbox, or typical delivery area.
- Wait 36 hours, then go over to your post office, with a piece of valid ID. Ask them to check if your package is being held for you. They will want to see your tracking number.
- If you’re still not able to locate it, let us know via the contact us form on the website. We will be in contact with you to resolve.
How can I track my package?
- You will receive a tracking number by email as soon as your shipping label is created.
- Please be aware that there may be a lag of at least 24 hours from the time you get this email for the tracking link to go live.
How fast will I get my package?
- Orders received prior to 2 p.m. Mountain Time (that’s 4 p.m. EST) on a week day are shipped the same day.
- Orders received after 2 p.m. Mountain Time on a Friday are shipped out on Monday morning.
- From there, delivery time is subject to Canada Post’s delivery schedules over which we have very limited control. So hang in there and check in with your tracking number to find out where your package is.
Why is my package taking so long?
- COVID-19 Update: Our fulfilment center is working as quickly as possible to ensure the safe arrival of your package, however unexpected delays in processing or shipping may occur. We appreciate your patience.
I recently placed an order and my tracking number is not being found by the carrier website?
If you get a message ‘Tracking number not found’ when you check on the Canada Post Website, it means that your package is not yet scanned by Canada Post. Your email notification is generated the minute your address label is printed.
Please give it a little time to be picked up and scanned by Canada Post.
Links go live 12 hours after being scanned.
If it has been over 48 hours since you received your tracking e-mail, and your tracking link is still not ‘valid’, please email us
How do you guys ship lighters, butane and torches?
Due to transit safety regulations, we ship these items by road. So it may take a wee bit longer to get to you.
Do you store payment or banking information in your systems?
When you place an order with us, your payment or banking information is encrypted and secured by the Payment Card Industry Data Security Standard (PCI-DSS). It is stored just long enough for the transaction to go through, and then is permanently deleted. We do not store any payment or banking information on our systems.
What Is a web proxy?
Got an e-mail notification from us stating your order was cancelled because of proxy usage, but you don't know what a proxy is?
Most open networks like McDonalds®, Shaw Open®, Libraries and Universities deploy their own gateways called proxies for you to get online from their networks. They do this to secure and to maintain control on what’s going down on their networks. So think of that the next time you access dodgy content while at the library. Now that's a pot/ kettle situation right there!
Moving on, so when you access our system we need to make sure that it’s actually you on the line. Proxy networks make that hard to determine. So our system may reject that transaction as a fraud protection mechanism.
The easy fix for this is for you to go on back home or on your own LTE or Wireless Data connection (your trusted data connections) and try the transaction again.
That should do the trick.
How do I contact you?
Email us on: tokintiger888@gmail.com
We operate with a Service Level Commitment of 24 hours. Emails are responded to within 24 hours 100% of the time.
Have a question you don't see an answer for?
Drop us a line at tokintiger888@gmail.com and we'll get back to you in a flash.