Shipping policy

Last updated: June 2026

Overview

Thank you for shopping with Urban Bongs. We are a Canadian online smoke shop offering bongs, glassware, smoking accessories, cleaning supplies, storage products, and related items for lawful adult use.

This Shipping Policy explains how orders are processed, shipped, tracked, and handled during delivery.

Where We Ship

Urban Bongs currently ships to addresses within Canada.

Some remote, rural, northern, or restricted delivery areas may have limited shipping options, longer delivery times, or additional shipping charges.

We do not ship to private P.O. boxes. Please provide a complete street address at checkout.

Order Processing Time

Most orders are processed within 1–2 business days, Monday to Friday, excluding weekends and holidays.

Orders placed before 12:00 PM Eastern Time may begin processing the same business day when inventory and fulfillment capacity allow. Orders placed after this time, on weekends, or during holidays will usually begin processing on the next business day.

During high-volume periods, holidays, supplier delays, carrier delays, weather events, or other circumstances beyond our control, processing times may be extended.

Shipping Rates

Urban Bongs offers the following shipping options within Canada:

Free shipping on eligible orders over $99 CAD before taxes and after discounts.
Flat-rate shipping of $14.95 CAD on eligible orders under $99 CAD.

Remote Area Shipping Surcharge

To continue providing reliable shipping across Canada, orders shipped to certain remote and rural postal code areas are subject to an additional $15 CAD Remote Area Shipping Surcharge. This surcharge is applied by our shipping carriers for deliveries to locations with significantly higher transportation costs.

If your shipping address falls within one of the postal code prefixes listed below, the surcharge will be added to your order at checkout or before shipment. If you have any questions about whether your address is affected, please contact us before placing your order.

Remote postal code prefixes include:

Newfoundland & Labrador (NL): A0E, A0G, A0H, A0J, A0K, A0M, A0N, A0P
Quebec (QC): G0G, J0M
Ontario (ON): P0L, P0T, P0V
Manitoba (MB): R0B
Saskatchewan (SK): S0C, S0E, S0H, S0J, S0K, S0L, S0M, S0P
Alberta (AB): T0H, T0J, T0K, T0P, T0V
British Columbia (BC): V0B, V0C, V0E, V0G, V0J, V0K, V0L, V0N, V0P, V0R, V0S, V0T, V0V, V0W
Northwest Territories (NT): X0E, X0G
Nunavut (NU): X0A, X0B, X0C
Yukon (YT): Y0A, Y0B

We appreciate your understanding as these carrier-imposed surcharges help us continue offering dependable shipping service to customers across Canada.

Shipping Protection

Urban Bongs offers optional Shipping Protection at checkout for eligible orders. Shipping Protection helps protect your order from eligible damage, loss, or theft during shipping.

If your order is damaged, lost, or stolen during shipping and you purchased Shipping Protection, please contact us as soon as possible at info@urbanbongs.ca. Claims may require photos, packaging, tracking details, and review before a resolution is offered.

Shipping Protection does not cover incorrect addresses, refused deliveries, customer damage after delivery, used products, opened products, or normal wear and tear.

Delivery Time Frames

After an order has been dispatched, standard ground shipping within Canada usually takes approximately 2–7 business days, depending on the destination, carrier, weather, and regional delivery conditions.

Orders shipping within Ontario or areas closer to our fulfillment partners may arrive sooner. Deliveries to western, northern, remote, or rural regions may take longer.

Delivery time frames are estimates only and are not guaranteed.

Shipping Carriers

Urban Bongs may ship orders through Canada Post or other Canadian shipping carriers depending on your location, package size, product type, and available fulfillment options.

Carrier selection may vary by order. We cannot guarantee a specific carrier unless confirmed by Urban Bongs before the order is fulfilled.

Tracking Information

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information, when available.

Tracking numbers may take up to 24 hours to become active after the shipping label is created. If you receive tracking information on a weekend or holiday, the package may not show movement until the next business day.

If you do not see your tracking email, please check your junk or spam folder before contacting us.

Delivery Instructions

Shipping carriers may not be able to follow specific delivery instructions, including requests for exact delivery times, phone calls before delivery, or specific drop-off locations.

Once a package is in the carrier’s possession, delivery handling is controlled by the carrier. Urban Bongs cannot guarantee that delivery instructions entered at checkout will be followed.

Incorrect or Incomplete Addresses

Customers are responsible for entering the correct shipping address at checkout, including unit numbers, apartment numbers, buzzer codes, postal codes, and any required delivery details.

Urban Bongs is not responsible for delays, failed deliveries, returned packages, lost packages, or additional shipping fees caused by incorrect, incomplete, or undeliverable addresses provided by the customer.

If a package is returned to sender because of an incorrect or incomplete address, refusal of delivery, failure to pick up the package, or an unavailable recipient, the customer may be responsible for additional shipping costs to resend the order.

Order Changes Before Shipment

If you need to update your shipping address or request a change to your order, contact us as soon as possible at info@urbanbongs.ca.

We will do our best to assist, but we cannot guarantee changes once an order has entered processing, been packed, assigned to a fulfillment partner, or shipped.

Delayed, Lost, or Stalled Packages

Delivery delays may occur due to carrier volume, weather, holidays, regional service interruptions, address issues, or other circumstances outside our control.

If your tracking has not updated for several business days, please contact us at info@urbanbongs.ca and we will help review the shipment information.

In some cases, the shipping carrier may need to complete an investigation before the delivery issue can be resolved.

Shipping Damage and Fragile Items

Many Urban Bongs products are made of glass or other fragile materials. If your package arrives with visible damage or an item appears to have been damaged during shipping, please contact us as soon as possible at info@urbanbongs.ca.

Please include:

Your order number;
Clear photos of the damaged item;
Clear photos of the shipping box;
Clear photos of all packing materials;
A photo of the shipping label;
A brief description of the issue.

Please keep all shipping cartons, packaging, packing materials, labels, and damaged items. Do not throw anything away until the issue has been reviewed. The shipping carrier may require the package and packaging materials for inspection.

Shipping damage claims, including claims involving Shipping Protection, are reviewed according to our Return and Refund Policy.

Missing or Incorrect Items

If your order is missing an item or you received the wrong item, please contact us as soon as possible at info@urbanbongs.ca.

Please include your order number, photos of the items received, photos of the packaging, and a brief description of the issue so we can review it properly.

International Shipping

Urban Bongs currently focuses on Canadian shipping.

If international shipping becomes available in the future, customers may be responsible for customs clearance, duties, taxes, import fees, brokerage fees, tariffs, or other charges imposed by the destination country.

Adult Use and Legal Compliance

Urban Bongs sells products intended for lawful adult use only. By placing an order, you confirm that you meet the applicable age requirements and that the products ordered can be legally purchased, shipped to, received, owned, and used in your location.

Urban Bongs does not sell cannabis, tobacco, nicotine, or controlled substances.

Questions About Shipping

If you have questions about shipping, delivery, tracking, damaged shipments, or your order status, please contact us:

Urban Bongs
Email: info@urbanbongs.ca