At Smokerolla.com, we strive to ensure that your shopping experience is smooth, secure, and satisfying. We understand the anticipation of waiting for your favorite smoking accessories to arrive safely and promptly. However, unforeseen issues during transit can sometimes occur. That's why we offer Shiptection, a comprehensive shipping protection service designed to give you peace of mind.
Returns Policy
We ask that you agree to the following shipping terms and policies before placing any orders with us and understand that your order constitutes your full agreement to the following items:
*** NOTE: YOU CAN CROSS REFERENCE THESE POLICIES WITH OUR RETURNS, REFUNDS, & WARRANTY POLICIES, found here. ***
DISCREET PACKAGING & SHIPPING LABEL
Smokerolla ships all orders in plain packaging & with a generic looking label. We use plain brown boxes (we do recycle to save waste, so sometimes they aren't new), and or ship in plain cartons or USPS approved boxes.
Discreet Packaging
Smokerolla does NOT sell products to anyone under the age of 21 (18 where applicable).
For this reason we may make your package require an adult signature. If you are trying to use a stolen credit card, and or are under age, please don't. This does not mean every package will be signature required. In most cases they won't.
TIMELINES (How fast do you ship?)
Smokerolla cannot guarantee a delivery date on any order due to our inability to control our carriers schedules or estimated time of arrival for many reasons including weather and transportation delays, incorrect or undeliverable addresses, carrier decisions, etc.
The standard processing time for orders placed Monday-Fridays between the hours of 10AM and 5PM PST is 1-3 business days, however, most get shipped the same day. Those orders placed AFTER 5:00 PST or on the weekends will be processed starting on the NEXT business day.
Note that weekends and holidays are not considered business days
and shipping times quoted at checkout do not guarantee package arrival dates.
During peak seasons, natural disasters, or other acts of God (i.e. the recent COVID-19 pandemic), average processing times may increase.
Please be mindful of the processing times when choosing your desired shipping speed when checking out.
Please refer to the carriers charts below showing their delivery standards based on the class of mail, to determine when your carrier or mail will arrive, and what to do if mail is considered late.
USPS
UPS
FEDEX
Please note that WE DO NOT OFFER FINANCIAL COMPENSATION on SHIPPING for LATE, STOLEN, or LOST PACKAGES.
SHIPPING LOCATION INFORMATION
Smokerolla ships its products from a network of warehouses across the US and Canada, however, our main warehouse is located in downtown, Los Angeles. We ship orders daily, 5 days a week.
- To get your order to your location, we require a physical street address for all UPS and Fedex parcels. If you need us to ship to a PO Box, your only choice will be USPS.
- Please make sure that all the shipping information is correct. If the address is inaccurate or the package is undeliverable and thus returned to the Smokerolla warehouse, we offer you 2 simple options:
1) Pay for a NEW shipping fee to a CORRECTED ADDRESS, and we will RESEND your package again... or...
2) Request a refund for the product price MINUS THE FEES due to the first INCORRECT shipping directions given.
FREE SHIPPING
Smokerolla is happy to offer FREE SHIPPING within the continental United States to its retail customers (Alaska and Hawaii excluded) on any online orders over $50.00 minimum, by USING THE COUPON CODE: FREESHIPPING AT CHECKOUT. (via USPS Parcel post or UPS ground). Please note that your package might take up to 7- 10 days to arrive at your location with this option.
Smokerolla reserves the right to label any product as inapplicable towards the total amount applicable for free shipping.
International orders can be placed online, however, it's understood that all extra customs fees MUST be paid by the customer.
Check out the rates and details for UPS customs clearance into Canada here.
Check out the rates and details for USPS customs clearance into Canada here.
TRACKING
Once your order is shipped, tracking information will be sent to you via the email you provided to us in the checkout process.
After receiving a tracking number, please allow some time for the carrier to provide updates on it. Sometimes, it takes them a while to scan the packages and to update the 'label created' status. (This status doesn't mean we have not shipped the package, means that the package has not reached their facility)
Please allow a minimum of 24 hours after your tracking number indicates its "delivered" before claiming it as a lost package. (This is due to a number of different reasons, depending on the carrier.)
Learn more about USPS package status here.
Learn more about UPS package status here.
Notes:
1) If you forgot to give us an email at checkout, then please feel free to contact us with your order # for more details about your tracking.
2) If you've already received your tracking #, be advised we may not be able to change, cancel, refund, or modify your order until AFTER it arrives at its destination.
3) Be advised that some exceptions to the shipping times for certain products may be listed on the product listing itself.
4) We highly encourage all our customers to use any and all our various discounts, special offers, and coupon codes available to them at checkout. We make these discounts readily available and visible on the checkout page for every listing, as well as on the homepage of their respective websites, and in whatever modes of communication we contact you with. (emails, texts, etc.)
Please note, however, that the discounts are not retroactive to the sale, meaning that we don't automatically apply them AFTER the fact of purchase. In these cases, we reserve the right to use our discretion as to whether or not we will apply them afterwards for you.
5) In the event any of your purchased items are oversold (i.e. out of stock after you order it), then we contact you by email or text message to offer alternatives and discuss your options.
Please note that we will hold your order here at the warehouse until we hear back from you. (because we want you to be happy!)
LOCAL LAWS
CUSTOMERS ARE RESPONSIBLE FOR ABIDING BY THEIR LOCAL LAWS REGARDING THE SHIPMENT OF PRODUCTS TO THEIR LOCATIONS.
+18 Adult signature required upon delivery.
Smokerolla shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to or from your violations of local laws.
Note:
If your order is auto- flagged by our system due to suspicions of fraud, we will contact you to explain any inconsistencies with the payment information provided. This is done in a good faith effort in order to service you correctly. In these situations, your package will remain on hold here at the warehouse until the information gets clarified.
SMOKEROLLA RESERVES THE RIGHT TO REFUSE SERVICE TO ANYONE
*** NOTE: PLEASE CROSS REFERENCE THESE SHIPPING POLICIES WITH OUR TERMS & CONDITIONS, found here. ***
CONTACT
If you get stuck, don’t worry! You can always contact cs@smokerolla.com or call (213) 988-7576 for questions and answers.
Unfortunately, we cannot accept returns on sale items or gift cards.
RETURNS & REFUNDS
Please refer to our Returns and refunds policies found here.
