Shipping & Returns
SHIPPING
TIME AND COST
WE OFFER FREE SHIPPING ON U.S. ORDERS OVER $100 USD. Default shipping option is Standard Shipping via USPS or UPS depending on the order weight (2 - 8 business days). A $6.95 shipping fee will be added to all orders under $100.
Our standard shipping time is 3-8 business days. Orders made to the non-contiguous US (Alaska, Hawaii, Guam, and Puerto Rico) may take 7-10 business days for delivery.
Most packages arrive well within the esitmated shipping time, however, we can not guarantee delivery dates. We can not offer refunds or discounts on orders that are running late. Once an order has shipped, it is no longer eligible for cancellation.
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. It protects your order in the event that your shipment is lost in transit. If you do not purchase Shipping Protection on your order, we cannot take accountability for any lost packages once the shipment has left our warehouse. If your package is marked as "Delivered" on the USPS or UPS tracker, it is out of our control and not covered under Shipping Protection. Please contact our support email if you have purchased Shipping Protection and your package has been lost in transit. See the IF YOUR ITEM ARRIVES DAMAGED section below for information on what to do if your order arrives damaged.
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. All orders $200+ require a signiture for delivery.
CANADA ORDERS
For shipping to Canada, please check out as normal. The fee for shipping to Canada is a $20 (USD) 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 (USD) 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. If the fee is not automatically applied for the full cost of $20 (USD), you will be sent a separate invoice for the remainder of the total. Delivery of Canada orders take longer than domestic orders due to customs and other factors, typically between 10-25 days.
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 (of equal or lesser value) or issue a refund in the form of store credit only (see below). Returned items must be unused.
We'll notify you via e-mail of your refund in store credit once we've received and processed the returned item. You should expect to receive your credit 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).
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 in the form of store credit (Bongo Bucks) only for the full amount of your purchased item/s. Shipping and shipping protection 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 in store credit for the purchase price of the items will be issued to your account. If the order was purchased as a guest, you will be asked to create an account in order for us to apply the store credit.
RETURN POLICY FOR VAPE ITEMS: ALL SALES ARE FINAL. No returns/exchanges/replacement of 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. Many vape items are covered by warranty though the manufacturer, so please contact the brand to inquire about techinical issues. If you choose to contact the manufacturer directly, we can provide proof of purchase if necessary.
DAMAGED ITEMS
If your order is damaged in transit, we will replace it or refund you in the form of store credit regardless of whether or not shipping insurance was purchased. 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". The item must be unused. If it is used in any way, including if it has only been filled with water, we can not replace or refund the item.
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 in the form of store credit, or a replacement item of equal or lesser value. If your replacement item price is lower than your original purchase, you will be credited the difference.
If your item is damaged while in use, we cannot provide a free replacement. Once a customer uses an item and damage occurs as a result, it is no longer in our control. If you damage an product and need a replacement, reach out to us and we can assist you with finding a correct attachment size, finding a similar item, and more!
If you have any questions about our return policy, feel free to email us at [email protected], or call us at (253) 831-4547.