Order Not Arrived? What to Check, Step by Step
Quick answer: Check your tracking page first, because it settles most cases on its own. Orders are dispatched within 24 to 48 hours of confirmed payment; after that, the package is in the carrier network and tracking is the source of truth. If tracking is moving, wait. If it has been silent for several business days, or says delivered when nothing arrived, work through the checklist below and then contact us with your order number. During a postal disruption, expect everything to take longer and lean on the carrier service alerts before assuming a package is lost.
A package that has not turned up feels alarming, but the great majority of “missing” orders are one of three boring things: still in transit, waiting at a pickup location after a missed delivery attempt, or delayed by a slowdown in the carrier network. Genuinely lost packages are the rare case. This post walks through the checks in the order that resolves things fastest, tells you honestly when it is time to contact support, and covers what changes during a postal disruption.
What steps should I take if my package has not arrived?
Work through these in order. Each step catches a chunk of cases, and each takes only minutes.
- Open your tracking page. This is always step one. It tells you whether the package is pre-transit, moving, waiting for pickup, or marked delivered, and each status has a different next move. If you are not sure how to read the statuses, our guide to tracking your order decodes them.
- Check the timeline against dispatch. We dispatch within 24 to 48 hours of confirmed payment. If you ordered yesterday, the package may simply not be with the carrier yet. Transit time after dispatch belongs to the carrier and varies with your location.
- Look for a missed delivery attempt. Cigarette shipments are age restricted, and carriers generally do not leave them unattended. If nobody suitable was home, the package is likely at a pickup location, flagged by a card at your door or a line on the tracking page.
- Ask the household. If tracking says delivered, check whether another adult at the address accepted it. Orders ship in discreet packaging with no product branding, so a family member may not have connected the plain box to your order.
- Check the carrier service alerts. If tracking has stalled, look at the carrier service updates for your region. Weather, volume peaks, and labour disruptions all show up there before they show up on individual tracking pages.
- Contact us with your order number. If none of the above explains it, write to us. The order number lets us pull the shipment straight away; without it, everything is slower.
How long should I wait before contacting support?
The honest answer: contact us once tracking has stopped telling a sensible story, and not before. Two markers make that concrete. If tracking has shown no movement for several business days, that is worth a message. And if the package is well past the delivery estimate on your tracking page, that is worth a message too, even if scans are still trickling in.
What we would steer you away from is writing on day one while the order is still inside the 24 to 48 hour dispatch window, because at that point there is nothing to trace yet, and the answer will simply be that the package has not shipped. We would also steer you away from waiting weeks out of politeness. A trace with the carrier is easier to open early than late, so several quiet business days is enough reason to write.
| Stage | Where the order is | What to check | When to act |
|---|---|---|---|
| 0 to 48 hours after payment | Being packed and dispatched | Order confirmation email | No action needed; dispatch takes 24 to 48 hours |
| In transit | Carrier network | Tracking page scans | Act if no movement for several business days |
| Attempted delivery | Pickup location | Missed delivery card and tracking notes | Collect promptly with photo ID; pickup windows are limited |
| Marked delivered, nothing in hand | Usually with the household or a neighbour spot | Other adults at the address, around the property | Contact us if not found within a day |
| Postal disruption active | Possibly held in the network | Carrier service alerts | Allow extra time; contact us if alerts do not explain it |
When you do write, include the order number, the delivery address on the order, and what tracking currently shows. Those three things are what we need to query the shipment and, where it is warranted, ask the carrier to open a trace. Carriers generally have a formal investigation process for stalled packages; how long it takes is theirs to control, but we can start it and keep you posted.
What happens during a postal disruption?
Deliveries slow down or pause, tracking updates get sparse, and none of it means your individual package is lost. As of September 2026, Canada Post service has seen periodic labour disruptions, and any carrier network can also be slowed by weather or seasonal volume. During an active disruption, packages can sit without scans for longer than usual while the backlog clears.
What to do differs only a little from normal:
- Check the carrier service alerts first. If a disruption is active for your region, that is the likeliest explanation for a quiet tracking page, and the alerts are updated faster than individual shipments are.
- Extend your patience window. The “several business days without movement” rule of thumb stretches during a disruption. Movement often resumes on its own once the network catches up.
- Do not assume the worst from a missing estimate. Delivery estimates can vanish or jump around while a disruption is on. The estimate is the carrier speaking, not us, and it is the least reliable number on the page during a disruption.
- Still write to us if it feels wrong. If the alerts say your region is unaffected and your package is stalled anyway, treat it as a normal stalled package and contact us with your order number.
We keep dispatching within 24 to 48 hours on our side throughout, unless a disruption prevents handover to the carrier entirely, in which case dispatched orders queue for handover and we say so when you ask. Remote and northern addresses feel disruptions hardest because their routes have the fewest alternatives; if that is you, our guide to shipping to northern and remote Canada sets realistic expectations for those routes.
What if tracking says delivered but there is no package?
Start at the address, not the carrier. Ask every adult in the household, since discreet packaging means the box does not announce itself, and check anywhere the tracking notes mention. Age restricted shipments are generally handed to a person rather than dropped, which actually works in your favour here: it makes “handed to a household member who forgot to mention it” far more likely than “left outside and taken”.
If a day passes and it has genuinely not surfaced, contact us with the order number and we will take it up with the carrier. A delivered scan with no package is exactly the situation carrier investigations exist for.
Can I prevent this next time?
Mostly, yes. Ship to an address where an adult is usually in during the day, so the first delivery attempt succeeds and the package never enters the missed delivery loop. Watch tracking from dispatch day rather than delivery day, so a stall shows up early. And consolidate: one order of 10 cartons at $450, which ships free, passes through the network once, while five small orders make five separate trips, each with its own chance of a hiccup, and each carrying the flat $25 shipping fee below $450.
Our picks:
- Fewer deliveries to worry about: 10 cartons is $450 and ships free. Canadian Fulls, from $45 a carton.
- First order, keeping it simple: two cartons meets the minimum. Canadian Lights, from $45 a carton.
- Stocking deep so a slow week does not matter: 50 cartons is a case at $30 each. Playfare Full Flavour, $30 a carton at 50.
- Adding flavoured to the box: Canadian Crush Tropical Splash, $65 a carton.
Frequently asked questions
What should I do first if my order has not arrived?
Check your tracking page. It shows whether the package is still being dispatched, moving through the carrier network, waiting at a pickup location, or marked delivered, and each of those has a different next step.
How long should I wait before contacting support?
Orders dispatch within 24 to 48 hours of confirmed payment, and transit after that belongs to the carrier. If tracking shows no movement for several business days, or the package is well past the estimate on your tracking page, contact us with your order number.
What happens during a postal disruption?
Deliveries can slow down or pause and tracking updates get sparse. As of September 2026, Canada Post service has seen periodic labour disruptions, so check the carrier service alerts for your region and allow extra time before assuming a package is lost.
What if tracking says delivered but I have no package?
Ask the other adults at the address first, since discreet packaging means the box does not announce itself, and check anything mentioned in the tracking notes. If it has not surfaced within a day, contact us and we will raise it with the carrier.
Why has my tracking not updated in days?
Gaps between scans are common, because carriers generally scan at major sorting points rather than continuously. A quiet stretch does not necessarily mean a problem, but several business days with no movement is a fair reason to contact us.
What information should I include when I contact support?
Your order number, the delivery address on the order, and what the tracking page currently shows. With those three things we can query the shipment immediately and open a carrier trace where it is warranted.
Do remote or northern addresses take longer?
Often, yes. Northern and remote routes involve longer carrier journeys and fewer scan points, so quiet tracking stretches are more normal there. Our northern and remote shipping guide covers what to expect on those routes.
What if I entered the wrong delivery address?
Contact us as soon as you notice, quoting your order number. Before dispatch is the best moment to fix an address; after dispatch, the options depend on the carrier, so the sooner you write, the better.
Can a package be left at my door if I am out?
Generally not. Cigarette shipments are age restricted and carriers generally hand them to an adult rather than leaving them unattended, so an empty house usually means a missed delivery notice and a pickup with photo ID.
When does my order actually ship?
Within 24 to 48 hours of confirmed payment, Canada-wide, in discreet packaging. Everything after handover to the carrier shows on your tracking page.
Ready to order?
Every product is a king size carton of 200, 10 packs of 20: $45 per carton for 1 to 20, $40 for 21 to 49, $30 at 50 or more, Crush at $65. First order gets 20% off with code WELCOME20.
Order once, track it properly, and let the box come to you: Canadian Fulls, from $45 a carton. Dispatched in 24 to 48 hours, Canada-wide, in discreet packaging. Flat $25 shipping, free at $450 and over.
Related reading: tracking your order explained, shipping to northern and remote Canada, and who can accept your delivery.