Welcome to Our Help Center
Smokegem Rewards FAQ
1 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.
2 Can I cancel or make any changes to my order?
You may cancel or edit your order up until 8am 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.
3 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 ourvery 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. 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.
4 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
5 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.
6 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.
7 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.
8 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.
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