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COVID-19 FAQs

A lot has changed over the past few weeks, but you can count on one thing remaining the same: our unwavering dedication to working hard and serving you as best we can. Given the current circumstances, our core value of Honest & Open Communication has never been more important. We promise to be transparent with our customers and make sure that we address all of your questions and concerns during this unsettling time. Our top priorities are to ensure that all of our staff are safe, our customers are looked after, and our website continues to function as seamlessly as possible. Please take a moment to read this page for important updates on shipping times, safety precautions that we are taking to help slow the spread of COVID-19, and more.

Electric Tobacconist is still open and processing orders 7 days a week. All orders placed Monday–Friday before 2pm MST are being dispatched the same day in accordance with our standard shipping policy. However, in order to keep this promise, we have a queue in place to ensure that our fulfillment center doesn't get overwhelmed. This allows us to operate consistently and meet our service levels.

In order to keep up with the growth, we have been adding fulfillment staff as quickly as possible. We will keep extending the number of orders that we can process every day in order to reduce the time in the queue. We will do this to a level that ensures any order placed Monday–Friday before 2pm MST leaves our facility the same day.

Everyone at Electric Tobacconist has worked incredibly hard to stay online during the COVID-19 situation. We are extremely proud of the efforts of our staff, and their safety—along with the safety of our customers—remains our priority. 

Thank you again for your support and patience during these globally challenging times. 

Stay safe, everyone. And remember, we're all in this together.

Frequently Asked Questions

Am I able to order? Will my order arrive?

Yes, we remain open and able to dispatch orders.  

Our warehouse is open 7 days a week at the moment and is working extended hours to keep up with the additional demand. Fast shipping and outstanding customer care that have been at the core of Electric Tobacconist since we started the company. Any order placed Monday–Friday before 2pm MST will ship the same day.

The tracking link in your shipping email will update as soon as your package hits the USPS mail stream. Please check your email for the most recent update on your order. You can log in to your account for your tracking information here.

If you need to contact us, please don't hesitate to so do via our Help Desk.

An item I want isn’t in stock. What should I do?

We’ve broken off a team that is actively re-stocking items around our warehouse. We’re focusing on popular items and brands where possible. If an item you want isn’t available, then we strongly recommend that you frequently check back. You can also sign up for stock notifications, which will trigger an email alert as soon as the item is available to buy. You can sign up for these on the product page where it says “Email me when back in stock” (select the desired nicotine level or color first).

Is it safe to receive packages?

The risk of contracting COVID-19 from a parcel is deemed as low. For more information, please visit the USPS website, which details current operating procedures.

What safety measures has Electric Tobacconist implemented during this time?

In order to do our part to flatten the curve, we've introduced several policies and practices to keep everyone as safe as possible in the weeks ahead:

  • Only on-site essential staff are allowed in our office and warehouses.
  • Everyone else is under a mandatory work-from-home policy.
  • We are having our entire facility professionally cleaned daily.
  • The cleaning crew is required to wear gloves while in our facilities.
  • It is now mandatory for all warehouse employees to wear gloves during their shifts in order to prevent contamination of products and equipment.
  • Employees have been briefed on a strict process to follow if they experience any symptoms.

Going forward, we'll continue to monitor the advice of the Centers for Disease Control and Prevention and make changes to our practices as required.



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