Shipping and Orders FAQ delivery and courier FAQ

What couriers does use?

Allo uses Canada Post and FedEx for its delivery services. P.O. box orders can only be serviced through Canada Post by selecting Canada Post as your shipping option at checkout. also offers same day shipping in the GTA through Kwiksave. All orders over $49 (before taxes) qualify for free standard or same day (in the GTA) shipping.

How long does it take to ship and receive an order from

Allo usually processes and ships out orders from our warehouse within 1-2 business days. Once your order is processed and shipped, the time it will take to deliver your package depends on your location.



       Express Shipping (Canada Post 3 to 6 business days)

       Standard Shipping (Canada Post 5 to 6 business days)


British Columbia:

       Express Shipping (Canada Post 4 to 7 business days)

       Standard Shipping (Canada Post 6 to 9 business days)



       Express Shipping (2 to 5 business days)

       Standard Shipping (4 to 7 business days)


       Express Shipping (3 to 4 business days)

       Standard Shipping (4 to 5 business days)


       Express Shipping (Up to 3 business days)

       Standard Shipping (Up to 4 business days)




       Economy (3 business days)

       2 Day shipping (2 business days)

British Columbia:

       Economy (3 to 4 business days)

       2 Day shipping (2 business days)


       Economy (1 business day)

       2 Day Shipping (1 business day)


       Economy (2 to 3 business days)

       2 Day Shipping (2 business days)


       Economy (2 to 3 business days)

       2 Day Shipping (2 business days)



Available to GTA residents only
Same business day (orders placed before 11:30 AM)
Next business day (orders placed after 11:30 AM)

Eligible regions:
Richmond Hill

*Orders placed on weekends or holidays will be fulfilled and delivered on the next Business Day.

Please note: Estimated shipping times refer to the number of business days that the package will take to arrive after the order has been fulfilled by the warehouse and picked up by the carrier. Allo’s fulfillment time is typically 1-2 business days. Postal codes containing “0” or “O” will require at least one extra business day for delivery.


How can I track my order?

Tracking numbers are automatically generated when we print your shipping label during order processing. You will receive either an email notification containing the tracking number sent to the email address you provided during checkout. Please check your email's "spam" folders if you did not receive a tracking number. You may also find & view all tracking information directly by logging in to you account.


My order is lost, can I get a refund?

Lost In Transit:

In the event that a package has exceeded its estimated delivery date by more than 21 business days, please notify us at and we will open up a claim on your behalf as the shipper of the item with the courier company.

Incorrectly Marked as Delivered:

In the event the package is marked as delivered without having been received, please connect with anyone who might have retrieved it on your behalf (Ex: Concierge, Family Member, Roommate, etc) and review your tracking information to ensure that it has not been made available for pickup before contacting us with your inquiry. If you are unable to locate your missing package, you must notify us within 5 days of the marked delivery date in order to file a claim.

Courier Investigation:

A courier investigation may take up to 15 business days, or longer in complex cases. Unfortunately, we must wait until an investigation has been completed before resending or refunding the order. For any inquiries relating to lost packages, please contact for assistance.


My package was damaged when I received it, can I get a refund?

Damaged Packages:

In an event if your package arrives damaged, please reach out to our customer service team within 5 days of delivery. We may initiate an investigation on a damaged package and you may be required to submit pictures of the condition the package arrived in. The courier may reach out to you for an inspection. Please monitor your emails and respond to communications from Allo and our courier partner.

Courier Investigation:

A courier investigation may take up to 15 business days, or longer in complex cases. Unfortunately, we must wait until an investigation has been completed before resending or refunding the order. For any inquiries relating to damaged packages, please contact for assistance.


Can you deliver to a PO Box?

P.O. box orders can only be serviced through Canada Post by selecting Canada Post as your shipping option at checkout. You are required to visit your nearest Canada Post outlet for pickup and you will need to show a piece of valid, government issued, photo ID to confirm age of majority. If you prefer to use FedEx as your shipping method, you will need to add or use a NON-PO Box Address. Failure to select the correct shipping method for your order will lead to delivery delay.


Do I need to be home to receive my order?

We utilize Canada Post's Proof of Age (depending on your province) option on every single package, no exceptions. Because we utilize this option for all shipments, signature will be obtained upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show Proof of Age to sign and receive the package. Packages cannot be left at the door or in a mailbox.

Any fees associated with packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund. We can not remove this option, even if you have already been verified to be of age. - Every package leaving our facilities will require to be age verified, in accordance with Canadian law. Only the person named in the "Shipping" fields can pick up the package. Canada Post will NOT release the package to anyone else 


I will not be home to receive the package at the estimated delivery time, can I move my delivery time?

Orders from are delivered through 3rd party courier services and the delivery schedule may be out of our hands. Please contact us at with your tracking and order numbers, our customer service team will do their best to facilitate your delivery needs.


Why don’t you deliver to my province?

Due to individual provincial regulations regarding the purchasing of vaping products we currently can only ship to the following Canadian provinces; Ontario, British Columbia, Alberta, Manitoba, and Saskatchewan. We do not deliver outside of Canada. We apologize for the inconvenience.

Please visit the Allo Store Locator to find an Allo retailer near you.


Why can’t I place my order to British Columbia?

Please know that we only ship Allo Sync Products and Allo Ultra 500 due to the regulations in BC that limit the selling of vape products based on e-liquid capacity.

We are not permitted to sell the following products in B.C.:

  • any E-substance that contains a nicotine concentration of more than 20 mg/ml.
  • any refillable container for E-substances that can hold more than 30ml.
  • any tank or cartridge that holds or can hold an E-substance in an amount more than 2ml.

    If you have any items that do not meet B.C. regulations, please remove them from your cart and attempt to check out again.


    My order arrived and my Allo product(s) are not working, what do I do?

    Ensure you have read the user manual that comes with your vaping device before attempting to use it. Visit the warranty and defects FAQ page for more information.


  orders and checkout FAQ

    I placed an order by mistake, can I still cancel my order?

    Orders cannot be cancelled once the status has been updated as “fulfilled.” By placing an order with Allo, you acknowledge that the item order and delivery information is accurate.

    We sincerely apologize for the inconvenience this may cause you.

    If you have additional issues and concerns regarding cancellations, please do not hesitate to contact us at


    I made a mistake, can I make changes to my order?

    If you have made a mistake in your order, you may correct the order if it has not been fulfilled by contacting us at Allo usually fulfills orders within 1-2 business day(s) upon receipt. However, once the order is fulfilled, we cannot correct any details of the order. We sincerely apologize for the inconvenience this may cause you.


    I was charged multiple times for one order, can I get my money back?

    If a payment error happened upon placing your order, it usually appears as a pending transaction on most accounts. It usually gets cleared after 3-5 days. If the transaction is not cleared after two (2) weeks, please email


    When do you restock products on

    Products are restocked regularly. For more information, please email


    Can I purchase Allo products at wholesale price?

    No, orders for personal use can only be purchased through For all business inquiries, please kindly fill out our wholesale form.


    Are there taxes on orders? 

    All taxes will be applied subject to federal and provincial tax legislation. The Canadian vape tax is applied to the sale price of effected products and will not appear as a separate tax upon checkout.  

    Learn more about the Canadian Vape Tax.