Smoke City Customer Support & Help

Once an order is received our staff will begin getting your item[s] as quickly as possible. It takes our shippers around 1-2 days to get your item processed, packaged and shipped in order to insure it gets into your hands in perfect condition. Packaging and shipping may take longer during the Holidays or special events. If that is ever the case you will be notified right away so you are aware of any delay. 

*NOTE: You will be required to show proof that you are of legal age to purchase any items that are sold for tobacco use prior to us shipping your order. We don't like to ask for it but it protects us and you. Thank you for understanding

Shipping speed is determined by the shipping method you choose at time of check out and also on the location it is being shipped to. We are not able to make the shipping process any quicker than the postal carrier can get it you.

Once you order is shipped you will be notified with a tracking number in order to track your package every step of the way. We know you are excited to get your order and we are equally excited to get it out to you as fast as we can! 

We can cancel your order, as long as your order has not already been shipped. 

If for any reason the order has shipped already there are a few things you can.

1.) Just refuse the package at time of delivery and it will be sent back to Smoke City, we will treat it like a returned order. Let us know if that's what you decide to do! It will make it easier for to handle your return faster when it get's back to us. 

There will be a 3% processing fee from the credit card company that will be your responsibility. We know and agree 100% that it is unfair from them to do so, however, are hands are tied on this one. 

If you decide there was something else that you had wanted instead of the original item we can apply the credit for the initial purchase to eliminate credit card fee. Not to bad of an idea! 

We accept returns on all  unused and unopened products, as long as they are shipped back in the same way they were sent. If the items has been used, we will not accept a return. No exceptions on this one.

If an order is being returned it must be reported as soon as possible after receiving your item. Please send a  photo of the unused product or the unopened package so we can issue you a pre-paid return label.  

International Purchases are all final. 

1. When emailing us a photo of your item please include: .A brief description for the reason of return so we can try to work on making things better on our end. Photos and email can be sent to mysmokecity@gmail.com
2. You will receive a pre-paid label in your email box from our staff.  simply pack up your order in the original packaging you received. Adhere the pre-paid shipping return label to the package, and take it the nearest postal office. All shipping for our customers will be covered by us! Sweet!
3. Once we receive your package back, we can give you an even exchange with a different item [s], and if you prefer we can give you back the amount in store credit for future purchases. What ever is easiest for you is easiest for us!

If you decide you would like a credit card refund then the funds will be put back onto the card that was originally used at time of purchase. Note: Credit card refunds require special request. 

That's it! Easy as 1-2-3

We accept returns on all  unused and unopened products, as long as they are shipped back in the same way they were sent. If the items has been used, we will not accept a return. No exceptions on this one.

If an order is being returned it must be reported as soon as possible after receiving your item. Please send a  photo of the unused product or the unopened package so we can issue you a pre-paid return label.  

International Purchases are all final. 

1. When emailing us a photo of your item please include: .A brief description for the reason of return so we can try to work on making things better on our end. Photos and email can be sent to mysmokecity@gmail.com
2. You will receive a pre-paid label in your email box from our staff.  simply pack up your order in the original packaging you received. Adhere the pre-paid shipping return label to the package, and take it the nearest postal office. All shipping for our customers will be covered by us! Sweet!
3. Once we receive your package back, we can give you an even exchange with a different item [s], and if you prefer we can give you back the amount in store credit for future purchases. What ever is easiest for you is easiest for us!

If you decide you would like a credit card refund then the funds will be put back onto the card that was originally used at time of purchase. Note: Credit card refunds require special request. 

That's it! Easy as 1-2-3

You must let us know 48 after you receive your order if it is an item that is broken or defective.

Please let us know as  soon as possible if you decide to return your order. A photo of the unused order is required prior to issuing a return label.  

Purchases are final on All International Orders