Frequently Asked Questions

Company & Product Questions

Where are you based?
SmokeSmith Gear is based in Brooklyn and Chicago. We have a presence in the Detroit area as well (go Tigers!). Our glassblowers, artisanal vendors, suppliers and handpicked manufacturers are based in various big cities, small towns and backwoods cabins throughout the United States and in Europe. And we travel frequently to across this great nation and overseas in search of new and better products.  So in a sense you could say we are everywhere. But we sleep at night in the two locales mentioned above.

When were you founded?  What inspired you to start?
SmokeSmith Gear was founded in the spring of 2016 by two guys who have been friends since first grade. We reconnected after discovering a mutual passion for interesting gear, digital technology and commerce that serves a purpose larger than the mere selling of disposable goods. Our ambition is to reimagine the online headshop. 

What is the best way to contact you?
SmokeSmith is owned and operated by real human beings. We are generally pretty easy to reach and we want to help answer your questions. You can reach us using the methods below to ask questions, check order status, talk about a recent episode of Game of Thrones or, in very rare cases, discuss a problem:

Contact Method & Response Time                   
Live Chat: Immediately (between 9 a.m. and 6 p.m. EST)
Email: 12 to 24 hours
Phone: 12 to 24 hours
Instagram: 24 to 48 hours
Facebook: 24 to 48 hours

If your situation calls for it we will reach out to you via phone.  But we don’t want to give you a toll free number where you’ll sit on hold for 20 minutes. Chat and email are easier and faster.

How often do you add new products?
Everybody who works at SmokeSmith Gear is passionate about the products we sell, and we are constantly seeking the newest, latest and best new items.  We find new items to add almost daily, so we are constantly adding great new gear.

When do you restock your existing products?
When we are running low on a product, an order is placed with the manufacturer to restock our inventory. As soon as the order arrives, it goes through quality control and the stock is updated on our site.

How do the promo codes work?
If you have a valid SmokeSmith Gear promo code you will enter it during the checkout process.  Simply add the code in the box where you see the text “Enter Promo Code” and hit the apply button.  The discount will automatically be taken from your order total, which you will see in the order summary.  All Promo Codes are SINGLE USE only and no single user can use more than one Promo Code during any single transaction.

How can I find out correct size information I need for a particular product I want to purchase?
Every item has product information and specs that are next to the image (or below the image on mobile devices). If you have additional questions about sizing, do not hesitate to contact us. Our team will be glad to help.

Do the photos of the glass products represent the actual items for sale?
Yes.  That said, nearly all the glass items we sell are handmade by human artists, and as such may have minor variations in size, shape, or color from the ones pictured. Any variations are minimal, aesthetic, and have no impact on functionality.  We believe you will completely satisfied with your purchase.  If however exchange an item due to a color or aesthetic discrepancy we will do our best to meet your needs.  Please review of Return Policy for details.

Do you offer warranties?
Some of our products come with manufacturers warranties. Please take the time to register your product if a warranty card is included in the package. Items that come with warranties are highlighted on the specific product pages.

Can I recommend a new product or brand?
Absolutely?  If there is an item or brand that you believe we should carry by all means feel free to contact us and tell us about it.  We are always seeking new products and great brands.  If we end up carrying an item you suggest we’ll send you a promo code so you can get a discount on a future order.

Are your prices fixed?
While we try not to change our pricing there are times when an item's pricing may change, due to a change in the item made by the manufacturer.  In some case, with new items or items that are still in development, the price may increase.  In other case, as when a manufacturer introduces a new version of item, the prices may go down.

Shipping Questions

How much does shipping cost?
We offer FREE ground shipping on all U.S. orders over $100, exclusive of sales tax and handling costs (this does not apply to Alaska or Hawaii).  For all other domestic orders we offer the rates that our carriers offer to us.  During checkout you will be presented with options in terms of carriers (FedEx, UPS and USPS) and the amount of time a delivery will take.  Choose the option that works best for you.

Do you offering international shipping?
Yes we do! We are happy to ship internationally and we service almost the entire world, including Europe, Israel, South and Central America and Canada, among many other countries.  While we cannot offer free shipping to any destination outside the Continental United States we worked our hardest to keep international shipping rates as low as possible.

How long will my package take to arrive?
Once the order is processed average delivery time for ground shipping is 3 to 7 business days. However, this can change during holidays, peak order periods and if there is an issue with the shipping address. Expedited shipping methods are available for purchase.

When will my order ship?
Orders placed before 1 p.m. EST are shipped same day. All orders are shipped within 24 hours unless otherwise stated on the product page.

How do I edit or cancel an item in my order?
Contact us as soon as possible. Once your order has been packed, it cannot be modified.

Do you offer discreet shipping?
Yes. All orders are shipped in unmarked brown boxes, or white USPS priority boxes. The return address name will be a discreet name and there is no external branding on our packages.

Do you require a signature on your packages?
We reserve the right to require a signature on any order at our discretion due to security concerns. If you are underage, DO NOT order with us. We take fraud and underage orders very seriously, and are obligated to report all credit card fraud to the authorities.

My order never arrived. What do I do?
First, check the tracking number. If it’s still in transit, just wait until the shipper delivers it. If it says “Delivered” and it hasn’t arrived, please contact your post office or the carrier with the tracking number.

An item is missing from my shipment. What do I do?
Contact us within 72 hours of receiving your order.  We will need the order number.  Once we determine which items are missing we will immediately ship out the missing items.

How do you ship your packages?
Items may be shipped via FedEx, UPS or USPS, depending on the item and the location of the customer.

Where do SmokeSmith Gear packages ship from?
To maximize efficiency and minimize costs to you we ship from several different distribution centers across the United States.  Your order will typically ship from the center nearest to your shipping address.

What if my order breaks during shipping?
In the unlikely event your item arrives broken, please do not throw away the box or packing materials. We ask that you take a clear photo of the broken items as well as the box in order to file a claim with the shipping provider (USPS, FedEx). Depending on the extent of the damage, we may issue a return shipping label or simply tell you to dispose of the item. In either case, a brand new replacement item will be sent out to you.  Please refer to our Return Policy for detailed instructions on this process.

What will my package look like?
Your package will be a plain brown or white cardboard box. More valuable items will have FRAGILE stickers on them. The box will not say SmokeSmith Gear anywhere.

Can I have my order shipped to another address other than the one listed on my billing information?
Yes. The billing address is only used to verify the credit card information. However, we may request ID verification if the order is going to a different name than the one on the credit card in order to prevent fraudulent orders with stolen credit cards, as well as underage orders.

What if I need to update or change my shipping information?
Contact us as soon as possible. Once your order is shipped the destination cannot be changed

Do you offer international shipping?
Yes!  We can ship SmokeSmith Gear product to just about any destination in the known world (and we also take currency from over 100 countries).  International shipping rates do vary and will be determined at the time of ordering.  We are not able to offer flat rate shipping on international orders.

Billing & Payment Questions

What payment methods do you accept?
We accept all major debit and credit cards, including Visa, Discover, Mastercard and American Express. We also accept PayPal and Bitcoin.

What if I choose to cancel my order?
Contact us with your order number as soon as possible.  Once the shipping process begins we cannot cancel an order.  But will always do our best to meet your request.

What will my billing statement show?
Your billing statement will show a charge from SmokeSmith Gear Supply & Co. LLC.

Do you capture or store any financial information?
Absolutely not. We never see your credit card number, and none of this data is stored on our site or using our servers.  We take your privacy very seriously.  To learn more please review our Privacy Policy.

Do I have to pay sales tax?
You only pay sales tax if your item is being shipped New York or Illinois.

When will my credit card be charged?
Your card will be charged when you place your order.

How will my purchase show on my billing statement?
As of now, your billing statement will show a charge from Smokesmith Gear Supply & Co. LLC. This will change in the future.

How do I find a copy of my receipt or order number?
An order confirmation was emailed to your after your purchase from SmokeSmith Online Headshop. This contains the order number and a receipt of the transaction. We recommend you save this information as you will need your order to check on status or to process a return.  For more information on returns check our Return Policy.

I cannot complete my transaction because of an “AVS Mismatch” or “Gateway error”. What does this mean?
SmokeSmith Gear provides our clients with a very strict and secure checkout system to ensure each purchase is authentic and non-fraudulent. If you did not receive an order invoice number, then your attempted transaction was rejected. The "AVS Mismatch" or "Gateway Error" is a direct result of incorrect or mismatched billing information being used to complete the purchase.

Returns & Exchanges Questions

My item arrived in a damaged condition.  What do I do?
While the vast majority of our shipments arrive in perfect condition sometimes accident do happen, especially with fragile products.  If your item is damaged we ask that you contact us immediately with the order number and a brief description of the damages.

Please do not throw away the box or packing materials. We ask that you take a clear photo of the broken items as well as the box in order to facilitate the claims process with the shipping provider (USPS, FedEx). Depending on the extent of the damage, we may issue a return shipping label or simply tell you to dispose of the item. In either case, a brand new replacement item will be sent out to you.  Please refer to our Return Policy for detailed instructions on this process.

How do I return my product?
Our Return Policy page outlines the procedure in detail.  But typically the steps are as follows:

Step 1. Contact us within 24 hours of product delivery.  Please include the order number.
Step 2. Take photos of all packaging and materials, AND the damaged item(s).
Step 3. We will send you an RMA number and a return shipping label.
Step 4. Repackage the item and ship it back to the address listed on the label
Step 5. Receive a new replacement or SmokeSmith Gear credit

When will my refund credit appear on my account?
You should see a refund post to your account within 2 to 5 business days after the refund is issued. This may depend on the particular policies of your bank or card provider.

Does Smokesmith Gear accept used items for return or exchange?
Unfortunately, due to health and sanitation issues, we cannot accept used product returns. If it looks or smells like it was used we cannot issue a refund or honor a request for an exchange. Due to laws beyond our control there are exceptions to this policy.

What happens if I receive the wrong item(s) in an order?
If you received the wrong product(s), give us a call within 48 hours of receiving your package. DO NOT USE THE ITEMS. If you use the items, we cannot replace them. Once you contact us, our team will decide whether to issue a return shipping label and have you send the item back, or let you keep it and send you the correct item.

Can I change my order after I’ve made my purchase?
Yes, but only before the shipping process has started (once our warehouse employees have started packing the box we cannot undo the process). If you need to make a change to your order, contact us immediately and we will facilitate the change.