Frequently Asked Questions
If you have a question that is not answered below, give us a call or email us and a representative will be happy to help.
Why should I sign up for an account?
Signing up for an account with Character Co. is optional, however it does afford you access to special discounts and offers.
How do I know my information is safe?
Do you offer discreet billing?
Do you accept prepaid gift cards?
No. Not at this time.
What forms of payment do you accept?
We accept Visa, Mastercard, Visa Debit.
Do you use PayPal?
No, unfortunately PayPal does not allow for the sale of tobacco products or cannabis products.
What does “assorted” or “various” mean?
It means that the product you are looking at has multiple colours or designs available. Once you’ve clicked on the desired product, you can choose from the drop down menu the colour or design you like best.
Do you price match?
No, sorry, we do not price match.
How long does it take to restock an item?
This is the question we are asked the most. Unfortunately, we are not able to provide an accurate estimate as to when an item will arrive but we do our best to ensure that we don’t run out in the first place, and are quick to restock if we do. Hey, you guys should carry this item… Have a suggestion for us? Why not send it over to email@example.com with the subject product suggestion and we can check it out. We can’t promise that we’ll carry all of the suggested items but we’d love to hear from you!
Do you offer discreet packaging?
We do! You will receive a discreet brown box with only a shipping label affixed to your package. There is no branding anywhere whatsoever on the outside of the box. Your neighbors will never have to know.
My item is damaged. What do I do now?
Oh no! Please email firstname.lastname@example.org immediately and do not use the damaged item or attempt to fix the damaged item. We need you to email us within two weeks of receipt with the following information:
1. Two images of the product, one image of the item as a whole and another close up of the damage.
2. A brief description of the problem.
Damages that involve broken glass do not need to be returned back to Character Co. One we review the damages, we will send out a replacement as soon as possible.
What is your return policy?
Before placing an order through our store, we recommend carefully researching the product you intend to purchase. If you get your item and you change your mind, we ask that you write to us immediately upon receipts (or within two weeks) and include a photo of the item to show it is not damaged OR used.
DO NOT USE IT! Any return/exchange must be unused and in brand new condition. There are no exceptions.
You cannot use the item in any way if you want to return it. If you would like any addition information about a product before making a purchase, please contact us; we have a team of friendly, experience, and very knowledgeable Customer Service Representatives standing by who are happy to help you find the perfect piece.
Help – I didn’t receive all my items!
Email email@example.com with your order number and the item you are missing from your order and we can help you out.
Store #: 1-204-221-5557
Office Hours: 7 Days a week
Monday-Friday: 9am – 10pm
Saturday & Sunday: 9am – 9pm