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Shipping & Returns

SHIPPING

 

TIME AND COST

WE OFFER FREE SHIPPING ON U.S. ORDERS OVER $50.00 USD. Default shipping option is Standard Shipping via USPS or UPS depending on the order weight (2 - 8 business days). A $5 shipping fee will be added to all orders under $50. Free shipping for all orders over $50. 

Our average delivery time is just 3-5 business days. Orders made to the non-contiguous US (Alaska, Hawaii, Guam, and Puerto Rico) may take 7-10 business days for delivery.

Delivery estimates for shipments are based on business day transit times, which does not include Sunday.

 

Packages are sent by USPS or UPS. A tracking number will be emailed after the product is shipped. It is your responsibility to track your package. Email and text updates are available through the USPS tracking page- simply track your package and sign up for alerts on the tracking page.

 

Any other questions you may have about tracking your shipment can be answered by this Instagram post by Tommy Chong:

 

SHIPPING PROTECTION

All orders are eligible to receive Shipping Protection for an additional $1.50 flat fee. This non-refundable fee is automatically added, but can be opted-out at checkout. In the event of mail delivery issues or damaged goods, this fee ensures that we can file a claim with either USPS or UPS and reship the order if necessary. If you do not purchase Shipping Protection on your order, we cannot take accountability for any order issues once the shipment has left our warehouse. Please contact our support email if you have purchased shipping protection and are experiencing mail delivery issues. See the IF YOUR ITEM ARRIVES DAMAGED section below for information on what to do if your order arrives damaged.

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DISCREET SHIPPING

We provide discreet shipping on all packages. The name Smoking Outlet will not appear on your shipping label. Our business name will only appear as "S.O." and there will be no logo or indication of the package's contents on the outside.

 

CANADA ORDERS

For shipping to Canada, please checkout as normal. The fee for shipping to Canada is a $20 flat rate. This total will not be reflected on your initial total as we have yet to program the automated shipping cost. Please expect a $20 shipping fee to be added to your total. If you have any questions, please email us at [email protected] or call (253) 831-4547. This fee may be reduced if the order is small and light. We will never charge you more than we pay for the shipping cost. Any over-payment of shipping will be refunded if the difference is greater than $0.99.

 

 

RETURNS

We can not accept returns on used products, even if you only used it once and washed it out. Adding water to a pipe constitutes use. There are no exceptions to this policy. Please inspect all items prior to use, once used they cannot be returned for any reason.

 

If you are not satisfied with your order, 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 within 7 days of the order being marked as 'Delivered' by USPS or UPS. You may also email or call us within 7 days of the order delivery date and let us know. We can either replace the item with one of your choice (or equal or lesser value) or issue a refund (see below). Returned items must be unused.

 

We'll notify you via e-mail of your refund once we've received and processed the returned item. You should expect to receive your refund within two weeks of dropping off your package at the post office, 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 USPS (5 to 10 business days), the time it takes us to process your return once we receive it (1-2 business days), and the time it takes your bank to process our refund request (3-5 business days).

  

We do not cover return shipping fees unless a return is due to an error on our part such as items arriving damaged. The buyer is responsible for purchase and shipping of returned orders/items. 

 

If your order is returned to us by USPS because of an error in the shipping address (missing apartment number is the most common reason), you will be responsible for paying the shipping cost to have your order re-shipped. If you choose to not pay the shipping cost and request a refund, you will receive a refund minus the original shipping cost.

  

All returns due to buyer preference or buyer error will be subject to a 15% restocking fee OR the option of store credit (Bongo Bucks) 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. Please be sure to package it the same way it arrived to ensure that it does not break on its 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, Smoking Outlet cannot offer you a refund. Once the unused item has been inspected and approved for re-stocking, a full refund for the purchase price will be issued.

 

RETURN POLICY FOR MONTHLY SALES/VAPE ITEMS: No returns/exchanges/replacement of Monthly Sales or Vape items. Only items that are damaged during shipping and unopened/unused will be given a refund. We cannot complete refunds for vape items due to technical error or item malfunction. If you choose to contact the manufacturer directly, we can provide proof of purchase if necessary. 

 

IF YOUR ITEM ARRIVES DAMAGED

If you purchased shipping protection for your order, we can replace or refund items that arrive damaged. In this unlikely unlikely event, please make sure you take the following steps to ensure getting a replacement or refund is quick and easy. Do not use the item or we cannot replace it for you.

 

Step 1: Email clear photos of all packaging and materials, AND the damaged item(s) to [email protected] within 48 hours of the tracking number being reported as "Delivered".

Step 2: If we have the same product in stock, we will mail out your replacement immediately. If the item is no longer in stock, we will offer you the option of a full refund or a replacement item of equal or lesser value. If your replacement item price is lower than your original purchase, you will be refunded the difference.

 

If you have any questions about our return policy, feel free to email us at [email protected], or call us at (253) 831-4547.