HOLIDAY RETURN POLICY
- Orders placed between November 1st, 2021 and December 25th, 2021 are eligible for return for a refund back to the original form of payment through January 5th, 2022.
- Returns requested made between January 6th, 2022 and January 31st, 2022 will be issued in the form of a merchandise credit for the amount paid.
- Holiday return requests made after January 31st, 2022 are not eligible for a refund.
All sale items are final sale and cannot be exchanged or returned.
COVID-19 SAFETY MEASURES
- Our fulfillment center practices social distancing with limited in-person contact and we wear gloves when handling products and preparing shipments.
- As a general guide when receiving packages from your mail carrier/ delivery person, it is advised to avoid in-person contact with them (contact less delivery) and wait 24-72 hours before you open packages as the virus has limited life span on various surfaces.
- Instead of waiting you may also choose to use disinfectant wipes to wipe down boxes, packaging wraps and new products prior to first use.
- Please also wash your hands after contact with packaging materials and new products.
- For products such as cups or mugs, please wash with warm, soapy water before first use.
- For garments or face masks please hand wash with detergent before first use.
SHIPPING PROCESS AND LEAD TIMES
With Covid-19 safety restrictions and heavy order volume (especially during peak Holiday season), please expect longer than normal lead times for orders.
- Orders ship Monday-Friday from our fulfillment center in Los Angeles, California.
- Orders typically take 3-5 business days to process. (During peak holiday seasons, please allow 5-10 business days for your order to process.)
- An email with tracking information will be sent once an order has been shipped.
- Pre-order items will ship during their estimated ship windows (indicated on the product page). If you have further questions, please contact us at firstname.lastname@example.org with your order number.
US DOMESTIC SHIPPING
- Standard US shipping starts at $6.95, but shipping is free if you order $150+! So go ahead and treat yourself! (AK, HI excluded)
- Please use our check out cart to calculate shipping cost. See below for the countries we ship to.
FREQUENTLY ASKED SHIPPING QUESTIONS:
How long will it take to get my PRE-ORDER?
When can I start stalking my mailbox?
- Thanks for your support in ordering one of our new pre-order items! Many of our popular items are offered as a pre-order, meaning the item is reserved for you but it is not yet available in our warehouse. As you know, good things take time and your pre-ordered item has an estimated ship date in the future. Shipping dates sometimes change so be sure to check back on the product page for updates on shipping time.
Will I get a tracking number for my package?
- We know you can’t wait to get your hands (or feet) on your new goodies, so we ship most orders within 3-5 business days, Monday through Friday. Because weekends are for napping, amiright?
Oops. Can you change my address?
- Yep! We’ll send over your tracking information as soon as we get your package out the door. You can also track your order on your account page too. It could take up to 24 hours for your tracking information to update, so don’t panic. The carrier pigeons gotta warm up.
- Tracking isn’t available on International Economy shipping sometimes.
- Please contact email@example.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.
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 your order, please place a new order and contact us to cancel your existing order.
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 delivered once the carrier has possession of the package.
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 has not arrived after 7 business days, please contact us at firstname.lastname@example.org for further assistance.
Can you ship to multiple locations?
Which countries can you ship to?
- Sorry! We can’t separate orders for shipping to multiple locations. If you want to spread the Smoko joy near and far, just place an order for each individual address.
- South Korea
- Saudi Arabia
- United States
- Netherlands Antilles
- New Zealand
- United Kingdom
- Virgin Islands, British
*Subject to change
Can you ship to APO/FPO?
- Sadly, our Magic 8 Ball won’t tell us anything about customs fees, taxes, duties, etc, and we can’t mark items as “gifts” either. These fees are NOT included in your shipping charge, so you’ll be responsible for any fees charged upon delivery. We don’t issue refunds for customs fees, shipping cost, or the cost of your goods should you refuse to pay upon delivery.
- Sure! Most of our products can be shipped to U.S. Military APO/FPO addresses. Products that cannot be shipped to APO/FPO addresses are marked on the product page. Unfortunately, tracking is unavailable.
- When completing your Shipping Address during checkout, don’t forget:
- The City must be entered as either "APO" or "FPO"
- The State must be selected as either "AA" "AE" or "AP"
- The country must be United States.
- You must enter your Zip code
- Always remember to enter your full name, grade, and PSC or unit number
Please note: orders shipped to an APO/FPO address take longer to be delivered, so allow 2-4 weeks for your package to arrive.
What’s your Return Policy?
Please visit our Return Policy page.