Fast, Free Shipping | Easy Returns
At SmokeSmith Gear we strive to make the shipping process fast, painless and simplified. We offer FREE ground shipping on all orders in the continental United States (exclusive of sales tax and handling costs). During checkout you will 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.
If you order before 1 p.m. EST the order ships same day. All orders are processed within 24 hours.
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.
We do not accept returns on used products. Even if you only used it once and washed it out. No exceptions. We at SSGS sell only the highest quality glass pipes and accessories at the lowest prices on the market to ensure 100% customer satisfaction. In the unlikely event that you are not satisfied with your order, please email or call us within 7 days of the order delivery date and let us know. We will send you an RMA number, and you can send the product back to us. No returns will be accepted without an RMA number. We can either replace the item with one of your choice or issue a refund (see below).
SSGS only accepts returns on un-used products, and a return claim must be filed within five days of the delivery date. If the return is due to SSGS's error (wrong product/DOA/piece missing), we will send you a prepaid shipping label, and you simply need to drop the package off at the post office. We are not able to accept returns, exchanges or offer full or partial refunds for products that have been used. Please inspect all items prior to use, once used they cannot be returned for any reason. If you decide to send an item back, please be sure to package it the same way it arrived to ensure that it does not break on the way back to us. We recommend all return shipments purchase insurance covering the full amount of the order. If you choose not to purchase insurance and your shipment is damaged, SSG can not offer you a refund. Once the item has been inspected and approved for re-stocking, a full refund for the purchase price will be issued.
All returns due to buyer preference will be subject to a 15% restocking fee OR the option of store credit for the full amount of your purchase. Shipping and handling fees are non-refundable, and buyer is responsible for any return shipping fees incurred on preference based returns.
You should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (3-5 business days). If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item. What to do if your product is damaged upon arrival: We at SSGS go through enormous efforts to properly package and ship all orders in order to prevent breaking. Our proprietary packing methods ensure your glassware will arrive at your doorstep the way it left ours; in perfect working condition. We believe a good business is one that stands behind its policies, and resolves any errors in a timely fashion. In the unlikely event that your package arrives damaged, please make sure you take the following steps to ensure getting a replacement is quick and easy:
- Step 1. Contact us at SmokeSmith Gear 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 provided label
- Step 5. Receive a new replacement or SSGS credit