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Account Requirements:
All customers must create an account and provide a valid government-issued photo ID to verify legal age in Canada before accessing tobacco products or placing an order. Orders cannot be processed without a verified account. This requirement applies to all tobacco and vape products and is enforced to ensure compliance with federal and provincial regulations.
Ordering Policy:
- Customer must be legal age in destination province.
- Shipping address must match the address on provided government issued I.D.
- Items ordered after 12:00pm MDT may not be shipped until the following business day.
- Casa Familia will document/provide photographs of items prior to shipping to ensure correct items and integrity of items.
Shipping/Pick up Policy:
- Casa Familia ships within Canada only.
- Shipped items will not be left at the door and must be signed by the purchaser.
- You will receive an email notification when your order has been shipped.
- Holidays may affect the estimated shipping times of orders.
- Items can be purchased online and picked up in store.
- In store pickup will require identification for pick up.
Changes or Cancellations:
- Any changes or cancellations to an order must be made before the item(s) has shipped.
- For changes and cancellations please contact info@CasaFamilia.ca
Return Policy:
Casa Familia works hard to ensure that our customers are satisfied with their purchase and our service. Should you wish to return an eligible product purchased from within 3 days of receiving the item, please contact info@CasaFamilia.ca
Items That Cannot Be Returned:
- Tobacco and Nicotine products
- Opened vaping products such as but not limited to, pods, coils, devices, zero nicotine E-juice etc.
- Lamp Berger liquid
- Clearance items
- Items damaged during or after shipping
Please note that returns are made on a case-by-case basis and are not guaranteed. When returning an item you will be required to provide a photo/video of the item and/or defects before shipping back to Casa Familia. The shipping cost of items being returned is to be paid by the customer.
Please note that all returned items must be in original condition and include all original tags, packaging, parts & accessories. The customer is responsible for the return cost (tracking recommended). No credits will be issued when the returned package is lost.
Casa Familia is not responsible to replace orders that are damaged during or after shipping to the customer. The integrity of all our orders is photographed/videoed during the packaging process. We do this to ensure our customers receive exactly what they ordered.
Any returns granted will be issued with online store credit.
ITEMS WITH WARRANTY FROM MANUFACTURER:
Lotus and Vertigo products come with a limited lifetime warranty. Defective Lotus and Vertigo products can be exchanged for the same product or one of equal value if the product is no longer in stock. Shipping charges will be the responsibility of the customer if done through Casa Familia. You can also review their warranty information here.
Certain products are warrantied by the manufacturer. Such products include:
Casa Familia does not handle returns/repairs for these products.
ELECTRONIC COMMUNICATIONS: When you visit the Casa Famila website or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.
YOUR ACCOUNT: If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. CasaFamilia.ca and its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion. We have a zero tolerance for items being received by someone underage in your province. Your account will be removed if this happens.
Let’s keep nicotine and tobacco products out of the hands/bodies of minors.
Privacy Policy:
Casa Familia Cigars & Vape respects the privacy of our customers. The personal information you provide us and information about your order will never be shared with third parties.
We use SSL encryption to protect sensitive information online. All information provided is also kept safe offline. We do not store paper copies of customer information or order history. Our employees are up to date on our security and privacy practices and are only given the minimum information required to fulfill and ship your order.
When creating an age-verified user account, Casa Familia will collect the minimum necessary amount of information required to process your order. This includes but is not limited to, first name, last name, date of birth for age verification, email, address for delivery, best contact number. This information is stored through ACCEO Smart Vendor, which is encrypted and with Access controls.
Age verification is done by GetVerdict and is not stored by Casa Familia.
Payment information is processed by Chase and is not stored by Casa Familia.