I received a damaged product, what do I do?

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:

1. 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.

2. 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.

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