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Frequently Asked Questions

Frequently Asked Questions (FAQ)

General FAQ

6 articles in this Topic

  • What are your normal business hours?

    We are available Mon - Fri from 9am - 5pm Central Time. You can contact us via
    email, live chat, or Messenger at any time. During our business hours you can expect a response
    typically within one hour. Outside our business hour we will be sure to respond within 24 business
    hours.

  • How do I edit my account?

    You can visit the "My Account" page by clicking the Account icon in the header
    of smokedeal.com when logged in to your account. Once you've navigated to the "My Account" page, you
    can do the following: Edit or Cancel Orders, Re-Order a Past Order, Track Your Orders, Edit Your
    Addresses, Edit Your Contact Information

  • Why can't I sign in to my account?

    If you cannot log in to your account, there are two possibilities:
    • You have not created an account: We do not require an account to place an order with us,
      therefore, it is possible that your provided an email address when placing your order but
      never created an account. By signing up for an account you'll be able to see your order
      history, track orders, edit addresses, and become a member of our loyalty program -
      SMOKEDEAL® Rewards. To sign up for an account click here.
    • You have forgotten your password: If you do not remember your password you can request a
      password reset link. To do this visit the login page and click "Forgot your password?".
      You'll then receive an email to reset your password. If an account cannot be found with your
      email address, you probably haven't created an account yet and should see the above
      instructions.

  • How do I unsubscribe from emails?

    While we'd hate to see you go and miss out on some amazing promotions, you can
    unsubscribe from our emails anytime by clicking the "unsubscribe" link at the bottom of any email.

  • When will you restock?

    Restocking times can vary widely from product to product. There are several
    reasons why a product could go out of stock for some time before being restocked. This could be due
    to the time of year and our companies' re-ordering policies or the manufacturer may be out of stock
    or discontinuing an item. Whatever the reason, we suggest signing up to be notified so that you
    receive an email as soon as the product is back in stock. To do this, simply visit the product page
    of the product you're looking for and fill out the form below with your email address. As soon as we
    re-stock the item you'll get a notification so you can order it.

  • Do you offer wholesale pricing?

    We do offer wholesale pricing. However, it is located on our wholesale site.
    To view products we offer through wholesale visit smokedeal.com. To view pricing or place order you will need
    a valid business with documentation and must apply at smokedeal.com/register. Once approved you will
    be able to log in at smokedeal.comto view pricing and place
    orders at your own convenience.

Payment FAQ

4 articles in this Topic

  • Do you accept PayPal?

    Unfortunately, SMOKEDEAL® is not able to accept PayPal at this time. Due to
    PayPal's strict restrictions on tobacco products and functional glass products we are not able to
    accept PayPal as a payment option. There are no exceptions to this until PayPal revises their
    policies. This goes for us as well as every other online head shop. Should PayPal ever change their
    restrictions, SMOKEDEAL® will gladly allow payment through PayPal.

  • When will my credit card be charged?

    We will authorize your payment immediately when you place your order. After
    your payment is authorized it is reviewed by our third party fraud detection service. Once it's
    cleared we will capture your payment within 24 hours.If there is suspected fraud on your order, you
    may be contacted by NoFraud to provide more information and confirm your identity. Once approved by
    NoFraud your payment will be captured with 24 hours.

  • Why was I partially refunded after I placed my order?

    If you were refunded after fulfillment this is usually due to an inventory
    issue and we did not have the required stock to completely fulfill your order. When available, we
    will first contact you to see if you would like a substitution. If no substitutions are available,
    you will be automatically refunded for the missing item(s).

  • Do you offer a military discount?

    Yes! Just reach out to our support team at [email protected] with a
    copy of your military ID and we'll give you a discount code for 10% off your order.

Shipping FAQ

6 articles in this Topic

  • What is ShipInsure?

    ShipInsure is a seamless shipping insurance solution that covers everything
    from when your order leaves our warehouse until it arrives in your hands. In the event of any lost,
    damaged or stolen shipment, claims are easily filed on ShipInsure's website, with almost instant
    approvals for the product to be re-shipped or a full refund, giving you peace of mind.

  • Do you offer pickup?

    Yes. We offer pickup to local customers with shipping addresses based in
    Missouri. If you have a Missouri shipping address you will see a free pickup option at checkout. If
    selected, you will receive an email with pickup instructions within 1 business day when your order
    is ready to be picked up at our warehouse located in O'Fallon, MO. Your order will be held for three
    business days.Our business hours are Monday - Friday 8am - 3pm Central Time.

  • Is shipping discreet?

    Yes, all of our packaged are shipped discreetly in a plain white or brown box
    or envelope. Shipping label return address will state "JAM Distribution" with no mention of
    SMOKEDEAL® or smokedeal.com. Items in your shipment will not be listed anywhere on the package with
    the exception of international shipments that require merchandise information for customs purposes.

  • My package was stolen, what can you do?

    SMOKEDEAL® is not responsible for packages stolen from your porch, mailbox,
    etc. All items purchased from SMOKEDEAL® are made pursuant to a shipment contract. This means that
    the risk of loss and title for such items pass to you upon tender of the item to the carrier. You
    can read our full shipping policy by clicking
    here

  • How do I file a claim with USPS?

    If you beleive that your tracking information is incorrect or that your
    package has been lost/stolen by USPS you will need to file a claim with them directly. To do so by
    clicking here.
    NOTE: All items purchased from SMOKEDEAL® are made pursuant to a shipment contract. This means that
    the risk of loss and title for such items pass to you upon tender of the item to the carrier. You
    can read our full shipping policy by clicking here.

  • Why did I have to pay additional shipping fees? (International Only)

    Orders shipped outside the US may be subject to import taxes, customs duties
    and other fees levied by your country. SMOKEDEAL® has no control over these additional charges, nor
    can we predict what they will be. We recommend checking with your local customs office for more
    information on these charges.

Returns FAQ

3 articles in this Topic

  • How do I start a return?

    If you received items that you want to return for a refund you can get started at smokedeal.com/returns. We will then approve your return where you will be
    provided with a pre-paid shipping label to return the item(s). Once the item(s) is received at our
    warehouse, your refund will be processed within 48 business hours. IMPORTANT: If you received
    damaged or incorrect items you will need to first contact us before starting a return. If you
    received damaged or incorrect items please see the related articles:
    • I received a damaged product, what do I do?
    • I received the wrong product, what do I do?

  • I received the wrong product, what do I do?

    While we take every care to ensure that you receive the correct products, occasionally mistakes can
    be made by our warehouse staff. If you find that you have received the wrong product(s) we will
    happily replace them at no charge to yourself. Please follow these steps if you received an
    incorrect item:
    • Contact SMOKEDEAL® Support: The first step is to contact our support team
      via email or chat. Please reference your order number and provide a picture of the incorrect
      item you received. Click here to contact us.
    • Receiving Replacements: After we've received a picture of the incorrect
      item we will either request that the item is returned to us at no charge to yourself by
      providing a pre-paid shipping label. You will be instructed to start a return at smokedeal.com/returns. Once we've received the product back we will
      ship out a replacement within 48 business hours. However, we may not request that the item
      is returned. In this case we will send out a replacement. You must contact support first to
      determine whether or not we will request the item back.

  • I received a damaged product, what do I do?

    While we take every care to ensure that you receive the correct products, occasionally mistakes can
    be made by our warehouse staff. If you find that you have received the wrong product(s) we will
    happily replace them at no charge to yourself. Please follow these steps if you received an
    incorrect item:
    • Contact SMOKEDEAL® Support: The first step is to contact our support team
      via email or chat. Please reference your order number and provide a picture of the incorrect
      item you received. Click here to contact us.
    • Receiving Replacements: After we've received a picture of the incorrect
      item we will either request that the item is returned to us at no charge to yourself by
      providing a pre-paid shipping label. You will be instructed to start a return at smokedeal.com/returns. Once we've received the product back we will
      ship out a replacement within 48 business hours. However, we may not request that the item
      is returned. In this case we will send out a replacement. You must contact support first to
      determine whether or not we will request the item back.

SMOKEDEAL® Rewards FAQ

4 articles in this Topic

  • How much does it cost to join SMOKEDEAL® Rewards?

    SMOKEDEAL® Rewards is totally free! We do it to say 'thank you' to our awesome customers! You are automatically enrolled in SMOKEDEAL® Rewards when you make a customer account.

  • What are "tokins"?

    Tokins are rewards points that you can earn from SMOKEDEAL® Rewards by shopping, sharing on social media, referring friends and much more. These points can then be redeemed for free products or discounts. Click here to learn more about SMOKEDEAL® Rewards.

  • Why am I missing tokins from my order?

    Tokins are issued as soon as your order is placed as long as you have an existing SMOKEDEAL® account. If you checkout as a guest without creating an account you will not receive rewards points for your order. However, if you decide to sign up after you've placed an order, please contact us and we'd be happy to apply those tokins to your account. Tokins will automatically be deducted from your account if an order is cancelled and/or refunded.

  • How do I reach the next VIP tier?

    Your VIP status is based on how many tokins you've earned in the past year. VIP Silver: 0-1500 tokins VIP Gold: 1500-5000 tokins VIP Platinum: 5000+ tokins To reach the next level you will have to earn that level's minimum tokin amount in one year and you will be automatically en...

Low Price Guarantee FAQ

2 articles in this Topic

  • How will I receive my discount for Low Price Guarantee?

    Once you've submitted the Low Price Guarantee form, a representative will approve or deny your request within 24 business hours. If your request is approved you will receive an email response with a coupon code included. You can then add the product to your cart and use the provided coupon code at checkout to redeem your discount.

  • Can I get a refund if the price drops after I purchase?

    Yes! Part of what makes our Low Price Guarantee great is that it doesn't end with beating competitor's prices. If we lower the price of a product that you've purchased, you may contact us to get a refund for the price difference within the 30 day return period.

Mulberry Product Protection FAQ

7 articles in this Topic

  • What is Mulberry Product Protection?

    Mulberry is the modern way for e-commerce retailers to offer extended warranties. SMOKEDEAL® has partnered with Mulberry to offer plans that enable customers to extend the lifetime of their products & protect against accidental damage. The Mulberry offer is available to every customer who purchases eligible products onsite at smokedeal.com.

  • What if I try repairing the product myself?

    Damage resulting from unauthorized repair can void your coverage. Best practice is for you to file a claim with Mulberry as soon as a covered incident occurs.

  • Can I renew my Protection Plan?

    Once your plan is expired, it cannot be renewed. Make sure to purchase a plan for the appropriate duration at checkout.

  • Is there a limit to the number of times I can file a claim?

    The limit on coverage is up to the original retail price of the product or up to one replacement (or cash settlement) of the product.

  • Can I cancel or return my Protection Plan?

    Once you've purchased a Mulberry protection plan you will receive an email to create your Mulberry account. Once this account is created you may cancel your plan directly within your Mulberry account at any time throughout the duration of the plan. Plans cancelled within 30 days of purchase are eligible for a full refund and can also be cancelled by contacting SMOKEDEAL® support. Plans cancelled after 30 days will receive a partial refund depending on the time left on your plan and must be cancelled through your Mulberry account. Once a claim has been opened and approved on your plan, the plan is no longer eligible for a refund.

  • What happens after I purchase a Mulberry Protection Plan?

    Once you have purchased a Mulberry plan, you will receive a welcome email from Mulberry that includes the details of your protection plan, as well as an activation link enabling you to create login credentials to access your dedicated customer account. From the customer account, you can update your personal information, review coverage details, file claims, and transfer your plan.

  • When does my protection plan begin?

    Coverage begins the date of delivery but does not include defects in materials and workmanship until the manufacturer’s warranty expires (if included). If a product includes a manufacturer's warranty, it will be stated on the product page on smokedeal®. If you're unsure if your product includes a manufacturer's warranty, feel free to reach out to our support team at smokedeal.com/support.