FAQ

Have questions? We are here for you! Here are some of the most asked questions from our customers.

Orders & Shipping

Q: How long does shipping take?

We aim to ship all orders placed before 2:00 PM EST on the same day, Monday through Friday, excluding holidays. Backordered items are typically shipped within 2–3 business days. For orders with free shipping, we use Canada Post Expedited Parcel, with delivery times varying depending on your location. Need it faster? Xpresspost and Priority shipping options are also available at checkout.

Q: Do you ship to my province?

We ship to all Canadian provinces. Due to provincial regulations and product restrictions, we're unable to ship to any territories.

Q: Is shipping free?

We offer free shipping for orders over $99 (before taxes, after discounts).

Q: Can I track my order?

Absolutely. Once a shipping label is created for your order, you'll receive a confirmation email with a tracking number and link.

Q: Do you offer local pickup at your Scarborough or Pickering locations?

Yes, in-store pickup is available at both locations. Pickup orders are usually ready within 45 minutes. If your order requires a backorder or a transfer from another location, it may take up to 2 business days.

Q: What happens if my order is delayed or lost?

Reach out to us at sales@bayvape.ca with your name, email address, and order number. We'll look into your tracking details and contact the shipping carrier directly if needed.

Q: Can I change or cancel my order after placing it?

Orders can be modified any time before they're prepared for shipment. To make a change, contact us at sales@bayvape.ca.

Q: Do I need to verify my age to buy from Bay Vape?

Yes. We use Canada Post's Proof of Age service (18+, 19+, or 21+, depending on your province).

If you're not home when delivery is attempted, your package will be held at your nearest post office, where you'll need to show valid Proof of Age to collect it. Please note that Canada Post may not always verify ID at the door — you may need to complete the age check in person at the post office instead.

Only the person named in the shipping fields can pick up the package; Canada Post will not release it to anyone else. Any fees for packages returned to sender due to a failed age check are non-refundable.

Q: What ID do I need to provide?

A valid, government-issued photo ID is required by Canada Post.

Q: Are there restrictions on flavours or nicotine strength where I live?

Yes. There's a federal cap of 20mg/mL nicotine across all of Canada. Additionally, Quebec, P.E.I., and New Brunswick restrict sales to flavourless or tobacco-flavoured products only.

Q: Why are some products unavailable in my province?

Provincial tax regulations require products to carry the corresponding provincial stamp, and not all products are available with every provincial stamp.

Returns & Warranty

Q: What is your return policy?

We stand behind products verified as Dead on Arrival (DOA) — meaning the item wasn't functioning properly straight out of the box. All DOA, damaged, missing, or wrong-item claims must be reported within 48 hours of delivery, so please inspect your order carefully upon arrival.

Please note that consumables are always final sale, including e-liquid, disposable vapes, pods/cartridges, coils, atomizers/tanks, drip tips, replacement parts, rebuildable supplies, and batteries.

Q: My device arrived defective — what do I do?

Contact us as soon as possible at sales@bayvape.ca with your name, email address, order number, and a brief description of the issue. We may ask for a photo or video of the item to help process your claim.

Q: Do you offer warranty support on hardware (mods, pods, kits)?

Warranty claims are handled through each product's manufacturer for after-sale support. We also provide warranty service through our suppliers on select products for up to 30 days after delivery, covering manufacturing defects only. Since the process varies by brand, contact us at sales@bayvape.ca for details. Please note that shipping costs for replacement devices aren't covered under this service.

Q: Can I return e-liquid or disposables?

Unfortunately, no. Consumables - including e-liquid, disposables, pods/cartridges, coils, atomizers/tanks, drip tips, replacement parts, and batteries - are final sale and cannot be returned or exchanged.

Products

Q: Are your products authentic/verified?

Yes — all of our products come from licensed Canadian distributors and are 100% authentic.

Q: What's the difference between disposables, pod systems, and mods?

There are three main categories of vape devices, each suited to different needs:

Disposable Vapes — Best for convenience and beginners. Ready to use straight out of the box with zero setup, no coils to replace, and hundreds of flavours to choose from. Ultra-portable and low commitment, though they're the most expensive option per puff and the flavour can't be changed once you start.

Vape Mods — Best for experienced users and hobbyists. Adjustable wattage lets you fine-tune vapor and flavour intensity, with refillable tanks and replaceable coils that pay off over time. Compatible with virtually any e-liquid and fully upgradeable, though they come with a higher upfront cost and require some know-how to maintain.

Pre-Filled Pods — Best for everyday users wanting a balance of convenience and value. A simple pod-swap system delivers consistent, quality-controlled flavour with minimal mess, and most systems are optimized for nicotine salts for a smooth, fast hit. Compact, rechargeable, and beginner-friendly, though flavour options are more limited and pods aren't interchangeable between brands.

Q: What's the difference between freebase nicotine and nicotine salts?

Both come from the same source, but they're processed differently, which changes how they feel.

Nicotine salts - use benzoic acid to lower the pH, making them smooth even at higher concentrations. They absorb into the bloodstream quickly, closely mimicking the fast hit of a cigarette, and are best suited to low-wattage, mouth-to-lung (MTL) pod systems. They're typically sold in higher strengths (10–20mg) and are a great fit if you want a quick, smooth hit, use a compact pod device, or are transitioning from smoking.

Freebase nicotine - is more alkaline, giving it a harsher, sharper throat hit — especially at higher levels — and absorbs more gradually. It's designed for high-wattage sub-ohm devices that produce big clouds, and is typically sold in lower strengths (3–12mg). It's the better choice if you prefer large vapor production, use a sub-ohm tank, or want to gradually step your nicotine level down.

Q: How do I choose the right coil/resistance for my device?

It depends on your vaping style and device:

High Resistance (1.0Ω and above) — Heats gently at low wattages (10–18W). Best for MTL (mouth-to-lung) vaping, which feels like a tight cigarette-style draw. Pairs well with nicotine salts and saves battery life — ideal for beginner pod kits.

Medium Resistance (0.6Ω–0.9Ω) — A middle ground offering warmer vapor and balanced flavour. Best for RDL (restricted direct-to-lung) vaping with a moderately loose draw, and works well across various e-liquid types.

Low Resistance / Sub-Ohm (below 0.6Ω) — Heats quickly and requires higher wattages (40–90W+). Best for DTL (direct-to-lung) vaping and large clouds. Pairs well with high-VG e-liquids and lower nicotine strengths (0–6mg), and requires an advanced or high-power device.

Recommended wattages differ greatly between devices. For accurate wattage ranges please view the product description for the coil/pod.

Payment

Q: What payment methods do you accept?

We accept credit/debit card and e-transfer for shipped orders. For pickup and in-store purchases, we also accept cash.

Q: Do you price match?

We don't offer price matching.

Q: Do you offer wholesale or bulk pricing?

We don't currently offer wholesale services, but we do offer bulk discounts on e-liquids, disposables, and closed pods. Visit our discounts page for full details.

Q: Is my payment information secure?

Yes. All payments are processed through our secure payment gateway, and your card information is kept entirely confidential (even from us).

Our payment gateway adheres to PCI-DSS standards, set by the PCI Security Standards Council — a joint effort of Visa, MasterCard, American Express, and Discover — to ensure secure handling of your card information.

Store & Contact

Q: What are your store hours?

Pickering — 715 Krosno Blvd, Pickering, ON L1W 1G4
Phone: (905) 831-1270
Every day: 10am–11pm

Scarborough — 109-1585 Markham Rd, Scarborough, ON M1B 2W1
Phone: (416) 412-0999
Sun–Thu: 10am–10pm | Fri–Sat: 10am–11pm

Q: Where are your locations?

We have two locations: Pickering (715 Krosno Blvd, ON L1W 1G4) and Scarborough (109-1585 Markham Rd, ON M1B 2W1).

See store hours above for details.

Q: How do I contact customer support?

You can reach us through our store contact form below, by email at sales@bayvape.ca, or by phone — (416) 412-0999 for Scarborough, or (905) 831-1270 for Pickering.

Get in touch

Didn't find what you were looking for? Send us a message with your question and we will get back to you as soon as possible.

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