8400 + 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 my order?

  • Once your order has been placed, we are unable to make any changes to it. If you are looking to add/change items, you would need to place a new order for the additional items.

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.

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.

Why is shipping taking so long? Why is my order late?

  • With Covid-19 safety restrictions and heavy order volume (especially during peak Holiday season), please expect longer than normal lead times for orders.
  • Orders typically take 3-5 business days to process. Some of our products are pre-order items with a future ship date which is usually indicated on the product page. Please read our product pages carefully as they usually have information such as the estimated shipping window and information about possible delays. If you have further questions, please contact us at help@smokonow.com with your order number.
  • 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.

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).

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.

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.

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.