Payment FAQ

What forms of payment do you accept?

We currently accept Credit Cards, Cryptocurrencies, ViaBill, and Smokegem Gift Cards as payment options. Cryptocurrencies we accept include Bitcoin, Bitcoin Cash, Litecoin, Dai, USD Coin and Ethereum. Unfortunately, we DO NOT accept PayPal as a payment option. Click here to learn why....

Do you accept PayPal?

Unfortunately, Smokegem  is 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 f...

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, NoFraud, has declined your order. In this case we will refund the order to the card used during checkout and cancel your orde...

Fraudulent Order

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 i...

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).

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).