FAQ

General FAQ

What are your normal business hours?

We are available Mon - Fri from 9am - 5pm Eastern 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.

Can I cancel or make any changes to my order?

You may cancel or edit your order up until 8 am Eastern Time the following business day. At this time your order goes into fulfillment and cannot be cancelled or make any changes. Any orders placed between 8am ET and 12pm ET will not be able to edit or cancel their order as they will go straight into fulfillment for shipment the same day.

There are two ways you can cancel or edit your order: Order Confirmation/Order Status Page

After you checkout, you will be directed to an order confirmation page. This link will also be provided to you via an order confirmation email so you can check the status of your order at any time. While on your order status page, you can look for the link to cancel or edit your order.

Why don't you offer phone support?

While some issues can be solved quickly over the phone, most support involves much more detail such as order history and account information that we can access quicker and better help you with by providing support via email or chat. Most issues that can be solved over the phone, we've outlined in detail in our extensive FAQ section so that everyone can find answers to our most common questions quickly. Here are some reasons we currently do not offer phone support:

Online Support Saves Time: This works for both the customer and the support agent. Think about all the time you've wasted on customer support phone calls. Listening to hold music, being transferred several times just to be asked several questions and verify your account. When you submit your question to us online your ticket is automatically sent to the best person to handle it and because it's online, your information is already available through your account so we don't have to waste time confirming who you are or asking for order numbers.

Support & Ticket History: By always using online support, we will have access to and be able to reference all of your support history. This also saves times for both the customer and agent because there is never going to be a need to repeat yourself or provide case numbers to a phone agent. We will have access to your full support history so we can quickly and efficiently resolve the issue at hand.

Keeps Costs Down: You may have noticed our prices are much lower than your average corner smoke shop. In addition, we offer an extensive Low Price Guarantee that ensures our very competitive price in the industry compare to others. Furthermore, we offer our SMOKEGEM Rewards members up to 10% back on every purchase. And lastly, we offer free shipping on all orders over $50. That's a lot of savings. To be able to offer all of these great benefits to our customers, it's important to keep costs low where possible so we can pass this along to you. Therefore, by eliminating phone support and saving time we are saving money that can be used in ways to better your shopping experience with us.

Our FAQ Handles Common Issues: As mentioned above, most queries that actually can be resolved over the phone can be resolved by our extensive FAQ or by self-service features such as the ability to edit or cancel orders.

How do I edit my account?

You can visit the "My Account" page by clicking the Account icon in the header of SMOKEGEM.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 Orders • 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 you 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 - SMOKEGEM 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, you can 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. To find out more about wholesale price, you can email us and request for information and wholesale pricings.

Returns FAQ

How do I start a return?

If you received items that you want to return for a refund you can get started at SMOKEGEM.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?

While we take good care to ensure that your order arrives in perfect condition, occasionally an item can be damaged by the shipping carrier. To protect your order against damage that occurred during shipping, add Route package protection at checkout. When you add Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Click here to learn how to file a claim with Route.

NOTE: If Route shipping protection is not selected at checkout, SMOKEGEM is not responsible for stolen, lost or items damaged during the shipping process.

If your order has defects or you suspect it was damaged during manufacturing and not damaged in the shipping process, follow these steps:

Contact SMOKEGEM 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 damaged item. Click here to contact us.

Receiving Replacements: Once we've received a picture of the damaged 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 SMOKEGEM.com/returns. Once we've received the product back we will ship out a replacement within 48 business hours. You must contact support first to determine whether or not we will request the item back because in some cases we might not ask for return the item.

I received the wrong product, what do I do?

While we take good 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 SMOKEGEM Support: The first step is to contact our support team via email or chat. Please reference your order number with 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 SMOKEGEM.com/returns. Once we've received the product back we will ship out a replacement within 48 business hours.

Payment FAQ

What forms of payment do you accept?

Credit Cards:

You can complete your purchase using a Visa, Mastercard, Discover, American Express. In addition to regular credit cards, you may also use Visa and Mastercard pre-paid gift cards for your payment.

To pay for your order with Credit Card, choose the "Credit Card" option on the checkout page and complete the on-screen credit card information form.

Do you accept PayPal?

Unfortunately, we are 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, we will gladly allow payment through PayPal.

Why was my order cancelled?

If your order was cancelled you will receive a confirmation email with one of the following reasons:

Fraudulent Order

Our third party fraud detection service has probably declined your order. In this case we will refund the order to the card used during checkout and cancel your order. If you feel this is an error double check the following and try re-placing your order:

Make sure your billing address and zip code are typed in correctly and correlate exactly with the address on file with your issuing bank and using the correct expiration date and CCV number. On most cards your CVV number is the three digits located on the back of the card. If you are using an American Express it will be four numbers located on the front.

If you are using a web proxy or virtual private network (VPN), try deactivating it and re-place your order.

If you have received any emails from our third party fraud detection serviceregarding the order. Please make sure to respond with requested information so they can verify your identity.

If you have double checked all above items and your order is still being cancelled for fraud, please feel free to contact us.

Customer Changed Mind/Cancelled Order

If this is the reason listed on your cancellation email this means we have been contacted by you and you've requested that your order be cancelled. Another reason would be if you chose the cancel or edit order option on the confirmation page or "My Orders" page. You can learn how to cancel or edit your order by clicking here.

Payment Declined

If you are using a credit card, your payment will be confirmed before the order is placed. Therefore, you would not receive a "Payment Declined" cancellation email.

Regardless of the reason, your original payment method will be refunded in full at the time of cancellation. Depending on your bank this may take anywhere from 24 hours to 5 business days to appear in your account.

NOTE: If your order is cancelled shortly after you placed it, it may be voided rather than refunded. This means you will not see a credit to your bank account because the charge was never debited in the first place.

Is my credit card information protected?

At SMOKEGEM we take your privacy and security very seriously. We know it is important to be cautious while shopping online, but with SMOKEGEM you can rest assured your information is protected.

Our website uses SSL security on every page you visit. You may have noticed the small lock icon next to the website address in your browser. This lock ensures that browser has recognized that you are visiting a secure website and that your information is being protected.

SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. All data passed between the web server (us) and browsers (you) remain private and encrypted. From the moment you enter our site until the time you've completed checkout every step is encrypted and private.

SMOKEGEM is also certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.

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.

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).

Shipping FAQ

Can I change my shipping address?

You can always update the addresses used on your account by visiting the "My Addresses" page. You must be logged in to your account to update your address.

If you've already placed an order and would like to change the shipping address on that order, you may do so any time up until the time your order goes to fulfillment. To do so visit the "My Orders" page and choose "Edit or Cancel" next to the order you'd like to change. You can also edit or cancel your order by clicking the "View My Order" link in your order confirmation email. Learn more about how to cancel or change your order by clicking here.

NOTE: If you would like to edit your order the current order will be cancelled and refunded/voided. This gives you fullest flexibility when editing your order. Your shopping cart will then be reloaded and you can make the necessary changes.

Which shipping services do you use?

SMOKEGEM uses USPS, FedEx, and UPS as shipping carriers. Each carrier offers a variety of services including economical options as well as expedited and overnight services. USPS and FedEx services will be available to choose from for all USA customers. International customers will have the option of USPS.

SMOKEGEM also offer free shipping for all USA order over $50. The service used for free shipping will vary depending on the size and weight as well as the distance from our warehouse in Florida. Free shipping services will be selected by SMOKEGEM at time of fulfillment. If you wish to have your order shipped with a specific carrier, please choose the carrier of your choice as your shipping option at checkout.

How can I track my order?

There are several ways you can track your order placed on SMOKEGEM: Shipping Confirmation Email

Upon fulfillment of your order, you will receive a shipping confirmation email with a tracking number, shipping provider and shipping service included. This email will be sent to the email address provided when placing your order or the one associated with your account if you have one.

My Account Page

If you've created an account with us, you can visit the "My Account" page at any time to view your order history. Click the order number you are trying to track and your tracking number link will be provided on the order detail page.

Order Status Page

Your order status page give you all the information regarding your order including where it's currently at, the ability to sign up for notifications and an order summary. Your order status page can be accessed by clicking the "View your order" button in your order confirmation email.

Why my order is marked delivered but I haven't received it?

SMOKEGEM verifies the location and delivery status of each package with the individual carrier. If your tracking information shows that your package was delivered that means we have confirmed delivery with the carrier. If you believe that this information is incorrect or that your package was lost or stolen you will need to file a claim with Route Shipping Insurance (if purchased with your order).

SMOKEGEM offers Route Shipping Insurance to every customer at checkout for protection against lost, stolen or damaged orders. By de-selecting this option at checkout, SMOKEGEM is not responsible for packages stolen off porches, from mailboxes, lost or damaged by carrier etc. All items purchased from SMOKEGEM 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.

If you purchased Route Shipping Insurance with your order you can click here to start a claim.

You can read our full shipping policy by clicking here.

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 SMOKEGEM or SMOKEGEM.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?

If you purchased Route Shipping Insurance, your order is covered against stolen packages. To learn how to file a claim with Route click here. If this option was de-selected at checkout, SMOKEGEM is not responsible for the stolen package and you will need to contact the shipping carrier to file a claim with them directly.

All items purchased from SMOKEGEM 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.