Shipping Policy & Refunds
Updated: March 11, 2021
Delivery update for our Canada adult consumers: online orders are shipping with free shipping on all orders above $60. Auto-Ship orders always enjoy free shipping.
When will I get my order?
Standard shipping usually takes 3-5 business days. We also offer 1-2 day express shipping or overnight shipping for an additional fee.
We ship Monday through Friday, with all orders placed before 3:00 PM EST shipping on the same day. Orders placed after 3:00 PM EST will ship the next business day. Shipping estimates do not include the time it takes to process the order, which can take up to another full day.
Keep in mind, orders containing Portable Charging Cases use ground shipping and may take longer to arrive.
*Delivery dates are only estimates provided by the carrier and may be impacted by various reasons, including weather, statutory holidays, and some geographic locations.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email with a link to your tracking number. Please expect 24 business hours before receiving your tracking details.
Please note: your order confirmation email is sent immediately after your purchase, which is different from your shipping confirmation email.
Your tracking information is also available in your JUUL account dashboard. You can see the status of your delivery and a detailed tracking history by clicking on "See tracking details" in the courier section.
To get more information on your delivery, select notification preferences for delivery updates, and access the courier's contact information. You can enter the tracking number directly in the courier's website.
If the tracking information shows your delivery is being held by the courier, use their website, or contact the courier directly to locate which mail office your delivery is at.
What if I have additional questions about my JUUL order or shipment?
For Auto-Ship orders, please visit the program's page to learn more.
Are there any shipping restrictions?
Due to applicable regulations, we may be restricted in where we can ship products.*
We don't accept online orders of any JUUL products for:
We don't accept online orders of 5.0% and 3.0% nicotine strength JUULpods to:
- British Columbia
Adult signature upon delivery is required.
*Note: This list is updated regularly, but we cannot guarantee it reflects all existing restrictions.
We monitor legislation in case these restrictions are up to date. If we cannot ship to your location, you can always use our Store Locator to find authorized convenience stores and vape shops near you.
Where can I buy JUULpods and JUUL products near me?
The JUUL store locator makes finding JUUL quick and easy. Use the JUUL locator to help you find authorized JUUL convenience stores and vape shops that sell JUULpods, devices, and accessories. To get JUUL products delivered directly to your door, buy JUUL online. For automatic delivery of JUULpods to your door, subscribe to Auto-Ship.
Locate your nearest authorized JUUL retailers.
Can I get a refund for one of my JUUL products?
Refunds are only available for new and unused products purchased on JUUL.ca and must be returned directly to Juul Labs within fourteen (14) days of receipt. If the tamper-proof seal is broken, a refund cannot be honored. Products purchased through an authorized JUUL retailer will not be refunded by Juul Labs; in such case, any refunds must be obtained from the authorized retailer from whom you purchased the device and will be subject to the retailer’s policy on refunds. Please inquire with your retailer about their return policy prior to purchase. Not all retailers allow returns. If you believe your device was defective, please visit support.JUUL.ca for warranty information.
Warranty is applicable for all JUUL products. To submit your claim, find the JUUL product for which you want to submit a warranty claim in your personal account page and click claim warranty. Alternatively, begin at support.juul.ca, and click Contact Support. Full terms of warranty can be found here.
Depending on the status of your warranty, you might receive an email asking you to ship back your JUUL product. In that case, you will receive a return kit which includes packaging and a prepaid shipping label. Mail your JUUL product. Once you drop off your package, tracking information should be available in your JUUL account dashboard within 24-48 hours. The shipping label provided will expire 10 days from the day you receive it in the mail. Once we receive your returned package, we will send a replacement product if we determine that the claim is valid.