F.A.Q

Every package that we ship utilizes Canada Post’s Age Verification service. This means that in order for Canada Post to hand over the package, you must verify that you are of legal smoking age in your province or state.

If Canada Post cannot verify your age, they will ship the items back to us and the order are non-refundable.

This is absolutely non-negotiable. If you are underage, please do not order items, you will lose money doing so.

Our secure Paysafe payment system prevents card fraud. Beyond three unsuccessful attempts, the protection is set up and bans this method of payment for 24 hours.

There are many reasons for your payment failures, but in most cases it is a mailing address problem (your credit card was registered with your banking institution with an old address and not updated) .

In this case, either you update your personal information on your bank’s website, or please indicate this address on the Paysafe payment page.

If you have been debited, know that our bank does not accept the transfer and that yours considers it in transit. You must wait between 3 to 5 working days for the sum to be returned to your bank account automatically. You have nothing to do.

In your basket, enter your billing details: Name, address, email, etc. Then, select the Interac e-Transfer (EMT) option and place the order.

By doing that, you’ll receive an email. This email could land in your junk mails.

That email will provide you with the email and the answer for your secret question to use for the interac transfer. You must use that answer so we can accept the transfer. If the answer doesn’t match the one provided, the order won’t be prepared and deemed void.

Please note that the collection time can differ according to our availability at the time of your transfer.

It is also possible that your interac transfer is automatically accepted by our financial institution without that secret answer.

For the sake of targeting orders, please send us the exact sum of the order. No rounding.

Finally, you’ll receive another email confirming that your order is paid.

Shipping to Canada:

Estimated shipping times are affected by a number of factors, including but not limited to:

• Your choice of delivery service (standard shipping, Xpresspost, etc.)
• Your location (all orders are shipped from Toronto, Ontario, Canada)
• The day of the order
• Weather situation

For more detail, please see Shipping page.

Order Issues & Returns

Something wrong with your order? Whether it’s a damaged, missing or incorrect item, a lost parcel, or a warranty issue, we’re here to help.

Check the applicable policy for your situation before contacting us or returning anything. Please wait for our confirmation before sending a product back.

[ VIEW OUR ORDER & WARRANTY POLICIES ]

Sometimes, it may happen that Canada Post or another carrier misplaces your package during delivery. This is why Jean Cloud Vape has an insurance system that guarantees you a refund in the event of loss during the transit of your package.

How it works ? :
For any purchase on our site, we guarantee you, automatically, transparently and free of charge, an insurance equivalent to 100 dollars. You have nothing to do.
In case your purchase exceeds 100 dollars, you can contribute with a surplus via this page. Insurance works in stages, choose the one that corresponds to your purchase volume.

In which case can I be reimbursed? :
When placing your order, if all the information relating to your geographical location is correct, then you are eligible for refunds for your order.

Will I be reimbursed in cash? :
Depending on the case (method of payment, etc.), we will refund your balance directly to your bank account, or you also have the option of being reimbursed through the allocation of a voucher via your JCV account.

In which case can I not benefit from this insurance? :
When your personal information about your location is incorrect.

Precisely, during the processing of your order, Jean Cloud Vape does not intervene manually in the taking of your postal information. The process being automated, you must ensure that your postal addresses are correct before any purchase.

Jean Cloud Vape would like to thank you for your loyalty, which is why we are implementing this reward system. The more active you are on the site, the more you will be rewarded!

Jean Cloud Vape has a reward system allowing you to earn points that can be converted into a voucher. 1 point equals $1 cent. These purchase points can be redeemed for cash, you can pay for your purchases in points up to $40 of the total of your order!

A summary of your earned points is available in your account dashboard. Acquired points are available for a period of one year from the date of acquisition.

Several types of action on our site are rewarded, here they are in detail:

1/ During a purchase:

• For each purchase on the site, you earn a little more than 5% of the cost of the product, for example: a product that costs you $100 earns you 500 points, or $5.

2/ Get points!

• Opening an account on the site automatically gives you 100 points.
• Refer a friend: Get 100 points for each registered user by clicking on your referral link
• Don’t miss your 200 point gift on your birthday! You can get 200 extra points on your birthday. Set your birthday in your profile and we’ll send you 200 points on that date. Add your date now!

3/ Objectives to achieve:

• Earn extra points for the amount spent. When you have spent a total of $4000 in our store, you will earn an additional 1000 points!
• Additional points for points collected. Reach a certain level and get more points! According to the pre-established scales, for example if you reach a threshold of 3001 points, you automatically receive 100 points. You can see the scales in your profile, My Points tab.

Terms and conditions

• The site administrators reserve the right to change the point/monetary value ratio.
• The site administrators reserve the right to administer the points earned by site users. By adding or removing points.
• Points are not retroactive in the case of a guest purchase.

Nicotine is addictive. Its consumption is only allowed to adults.

We offer some products containing nicotine, see the highly concentrated nicotine.
The sale of products containing nicotine to minors is prohibited.

We recommend that pregnant women or lactating women and people with cardiovascular problems to use products without nicotine.

The electronic cigarette is not a drug and is not recognized by the Canadian Agency for Public Health as a substitute for tobacco.