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Frequently Asked Questions

Can I come shop in-store?

Nope, sorry! Since Smoking Outlet’s inception in 2016, we have been operating as an e-commerce business. This helps to keep our prices as low as they are!

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Why do I need to provide additional information/address verification for my order?

This is a security check to prevent fraud that sends automatically when your shipping and billing addresses don’t match. We’ll contact you through email, then by telephone to confirm your addresses before we ship it.

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Forgot coupon code/Coupon code didn’t work.

Not to worry! Just contact us by email at [email protected] while the sale is still active, and we will issue a refund in the form of store credit.

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An item in my shipment is damaged.

In the unlikely event that your shipment arrives damaged, within 48 hours of receiving it, send clear photos of both the damage on the item, as well as the outside of the box to [email protected].

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When will my order arrive?

While we cannot guarantee exact shipping times, the standard time frame is 2-8 days. Refer to our Shipping & Returns page for more details.

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I don’t know how a product works/How to use it.

Our experienced team is here to assist you with any questions regarding our products. Just shoot us an email at [email protected]. However, if the inquiry is regarding a vaporizer/electronic device, it’s strongly recommended to reach out to the manufacturer (Lookah, Yocan, etc.) for the best assistance possible!

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I want an item that’s out of stock.

If you come across an item you’re interested in that’s out of stock, feel free to reach out to us at [email protected] to check in on a future restock. We will be happy to take down your email address and reach out to you if the item comes back in stock.

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How old do I have to be to order?

You must be 21 years or older to use or purchase anything from our site.

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Do you offer discreet shipping?

Yes. The return address name is just “S.O.”

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Which forms of payment are accepted?

We accept all major credit and debit cards (VISA, Mastercard, Discover and Amex).

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Why was my order cancelled?

Check your provided email address for a “Cause of Cancellation” email. They sometimes end up in Spam/Promotions folders! Entering an incorrect billing address is the most common reason for automatic cancellation.

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When can I expect my refund?

After we issue the refund or your order is cancelled, it typically takes 24-72 hours, but can take up to 10 days in some cases. This will return the money directly back onto your card.

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How do I cancel an order?

Before you receive a shipment confirmation, reach out to us at [email protected] and let us know you would like to cancel your order. Once you receive tracking information, your package has already left our facility, and you will have to wait to receive it to return it back to us for a refund. Buyer must pay for return shipping in this case.

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How can I return an item?

Please refer to the Shipping & Returns page for our guidelines on returning unused products.

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How do I track my package?

If you placed your order under a registered account, retrieve your tracking number from the Orders Page. If you did not purchase with an account, retrieve your tracking number from the shipping confirmation email you received from [email protected]. It will include a link that directs you to order status tracking.

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Why do I need to provide my birthdate/ID?

You must be 21 years or older to use or purchase from our website, and this is a verification step to confirm the purchaser is of age.

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Does the invoice in packages include the price?

No, the only information listed on the invoice is the products on the order.

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How do I properly clean my bong, dab rig, or pipe?

Refer to our 10 Step Bong and Water Pipe Cleaning Guide for an in-depth guide on cleaning your piece.