Shipping Policy

Shipping Within Ontario

Queenston Havana ships exclusively within Ontario in accordance with Canadian tobacco regulations. All orders containing cigars, pipe tobacco, or other age‑restricted products require Proof of Age upon delivery. A valid government‑issued photo ID must be presented.

Carriers

Orders are shipped through Canada Post or trusted local couriers, depending on your region.

  • Canada Post shipments include tracking and delivery confirmation.
  • Local courier service may be available in select areas for faster delivery.

Processing Times

Orders are processed within 2-3 business days. Weekend and holiday orders are processed on the next business day.

Delivery Times

Estimated delivery windows:

  • Hamilton & surrounding areas: 2–3 business days
  • Greater Ontario: 2–5 business days

Weather, holidays, and carrier delays may affect delivery times.

Shipping Rates

Shipping rates are calculated at checkout based on weight, size, and destination. Promotional free or discounted shipping may be offered during special events.

Age Verification

By placing an order, you confirm you are 19+. Carriers must verify ID at the door. Packages cannot be left unattended.

Order Tracking

A tracking number will be emailed once your order ships, allowing you to monitor your delivery at any time.

Damaged or Missing Items

If your order arrives damaged or incomplete, contact us within 48 hours with photos and your order number. We will resolve the issue promptly.

Returns & Exchanges

Due to the nature of tobacco products, all tobacco sales are final. Unused accessories in original packaging may be eligible for exchange.

Refund Policy

Queenston Havana offers a 10‑day return policy for eligible items.

Return Eligibility

To qualify for a return, items must be:

  • Unused and in original condition
  • In original packaging with tags
  • Accompanied by a receipt or proof of purchase

To request a return, contact us at 905‑561‑3360. If approved, you will receive a return shipping label and instructions. Items sent without prior approval cannot be accepted.

Note: Special‑order or discounted items are final sale.

Damages & Issues

Inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact us immediately so we can make it right. Sale items and gift cards cannot be returned.

Exchanges

For the fastest service, return the item once approved and place a new order for the desired product.

Refunds

Once your return is received and inspected, we will notify you of approval status. Approved refunds are issued to your original payment method within 10 business days. If more than 15 business days have passed since approval, contact us at QueenstonHavana@yahoo.com.