10,000+ Reviews // Free Shipping on $150+ Orders U.S. except HI, AK, PR

FREQUENTLY ASKED QUESTIONS

Why can’t I use my discount code on my order?

  • Certain discount/promo codes have limitations such as one use per customer, expiration date, and exclusions of select products.

I need it for a special occasion! Will I get my order in time?

  • Orders typically take 3-5 business days to process before it leaves our fulfillment center. If you need it by a certain date, please email help@smokonow.com and we will try our best to accommodate your deadline.
  • Due to heavy order volume during the holiday season, please allow 5-10 business days for your order to process. We apologize for any inconvenience this may cause.

This is a gift, can I leave a note?

  • Unfortunately, we are no longer able to include personalized notes with the orders. (Please note: order invoices with pricing are not included in the packages.)

Do you sell on Etsy, Amazon, or elsewhere on the web?

But I see your merchandise sold on other websites, are they knock-offs?

  • If they are not part of our list of Authorized Retailers, most likely they are counterfeit (knock-off) items. All of our Smoko products are designed in-house and we own the trademark rights. Products looking similar (or identical) to ours are subject to legal action. Please contact us if you see any suspicious stores.

Can I modify or combine my order?

  • Once your order has been placed, we are unable to make any changes to it. If you wish to add to your order, please place a new order and contact us to cancel your existing order.

Can I cancel my order?

  • Please contact help@smokonow.com ASAP to request cancellation. We cannot guarantee that the cancellation will go through as the moment your order is placed it is sent to our fulfillment center for processing.

Can I update my shipping address?

  • Please contact help@smokonow.com ASAP with the correct shipping address. We cannot guarantee that the update will go through as the moment your order is placed it is sent to our fulfillment center for processing.

    What if I input the wrong address and it was shipped out?

    • If you provided an incorrect shipping address at checkout and the package was not returned back to us, please contact your credit card company or financial institution to dispute the charges as we are unable to retract the order once it is processed.

    My billing address is wrong. Can you help me change it?

    • We are unable to change the billing address associated with your order. However, if you received an order confirmation, it is likely that your order has gone through in our system and is pending fulfillment.

    I’ve been charged twice for my order, can I get a refund?

    • The charge on your card was likely a temporary authorization that should fall off in 5-7 business days. Please contact help@smokonow.com if the duplicate charge gets posted to your account.

    Why was my order cancelled/ refunded?

    • If your order was cancelled and you received a refund notification from us, it is likely due to item(s) being out of stock before your order was able to process. We sincerely apologize for the inconvenience this may have caused.

    What happens if my order is marked as "delivered" but I haven't received it?

    • In some instances, the carrier will scan the package as delivered before actual delivery. Please allow up to 7 business days from the delivery scan for the package to arrive.
    • If your package as has not arrived after 7 business days, please contact us as help@smokonow.com for further assistance. 

      Why hasn't my order arrived?

      • Once your package is picked up by our shipping partner, we recommend that you track it via the carrier's website. We are unable to determine when a package will be delivered once the carrier has possession of the package.

        What’s the difference between processing time and shipping/transit time?

        • Processing Time is the time it takes our fulfillment center to get your package ready for the mail courier.
        • Shipping/Transit Time is the time it takes the courier (USPS, FedEx, UPS etc) to get your package from our fulfillment center to your shipping address.
        • The Total Lead Time for your order will be:
          Processing Time (3-5 business days) + Transit Time (ie. 3-5 business days for Standard, 2 Days for select Priority etc).

        International shipping is expensive, can I use my own Freight Forwarder?

        • Yes, you are able to use Freight Forwarders, but please note we are unable to send replacements for these orders.

        Why are items missing from my package?

        • If your order includes pre-order items, you will most likely receive multiple shipments. If you do not have any pre-order items, please email help@smokonow.com with your order number and missing item name or product number.

        Why did I receive the wrong item in my package?

        • Please contact help@smokonow.com with your order number and we will help you resolve this issue.

        Can I exchange an item from my order?

        • We do not process exchanges since we cannot guarantee your item will be in stock by the time we receive your returned item. Instead we suggest placing a new order for the item(s) you want, and contact RMA@smokonow.com to initiate a return for the items you wish to send back. Please include your order number and items that you would like to return in your email.

        What happens if my package is returned back to the sender?

        • If your package has returned to our warehouse due to an incorrect address or it was left unclaimed, we can re-ship to the correct address once the shipping fee is paid.

          Can I return items from my order for a refund?

          • Yes, most unused items in original packaging can be returned within 30 days, some exclusions apply, please see our Return Policy for more info on exclusions. No returns or refunds for face masks, food items, gift cards, final-sale items.

          Can I return my order on my own?

          • Returned packages require a Return Merchandise Authorization Number or RMA number for timely processing. Please clearly mark the RMA number on the shipping box.
          • Returns received without RMA will incur a $5.00 processing fee, deducted from the refund in addition to the $6.95 return shipping fee if a prepaid return label was used.
          • Please contact help@smokonow.com with your return tracking number if you chose to ship back you return package with your carrier of choice.

          I received a defective item, what happens now?

          • Please contact help@smokonow.com with your order number and we will help you resolve this issue.

          My item is broken, but I bought it from another retailer. Can I get a replacement?

          • Please contact the retailer that you purchased the item from to request a refund or replacement. We are unable to send out a replacement for a product that was purchased from one of our authorized retailers.

          I bought this item earlier, but now it's on sale. Can I get a price adjustment?

          • Holiday sales and promo codes cannot be applied to previous orders. If an item is on sale (markdown due to permanent price reduction and not due to holiday sales or promo codes) please contact us within 14 days to find out if your transaction qualifies for a price adjustment.