FAQ

How do you ship your packages?

Here at Smoke Culture USA, we understand our customer's concerns about privacy and discretion. Everything we ship will be through plain cardboard boxes, nothing to mark glass pipes or smokeware.  Our shipping labels do not say Smoke Culture, and we do everything we can to ensure our packages are discrete.

As such, our packages are shipped to you in standard shipping boxes (Either a plain brown box or a USPS priority mail box). Nowhere on the outside of your package will you see the words "Smoke Culture USA".  

The return address will be on the box.

However, "Smoke Culture USA" will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience this may cause.


Do you require a signature on your packages?

Smoke Culture USA reserves the right to add a signature requirement to any order at our discretion for security reasons. This is to prevent fraud and underage orders. We are very serious about preventing illicit orders.

We can not guarantee arrival dates or times. While we try our best to prevent any delays, orders may be held up due to unforeseen circumstances.


How much does shipping cost? Where do you ship to?

We offer free domestic shipping for all of our items, and low cost international shipping.

Domestic Shipping (within the United States) Rates:

Free Shipping $0
Priority Mail (USPS 2-3 Days Estimated) $7
Priority Express Mail (USPS 1-2 Days Estimated) $24
UPS Ground (UPS 1-5 Days) $8-$14
UPS 2nd Day Air (UPS 1-2 Days) $32

 

International Shipping Rates:

Over $300 $0
International First Class $10.95 - $19.95
International Priority $29.95

 

We ship everywhere in the United States, as well as a handful of international countries!

We ship to Australia, Canada, Columbia, Costa Rica, Denmark, Egypt, France, Germany, Ireland, Italy, The Netherlands, Singapore, Thailand, Switzerland, and the United Kingdom.

At this time, we are unable to waive customs fees for international shipments. We are actively working on this, so if this is an issue for you, please check back soon & keep in touch.

If you do not see your country listed, we cannot assure delivery. You can contact us to request adding your country to the list. Not all requests will be added due to company policy. 


How do I track my package?

Tracking information will be sent to you once your order has been scanned and packed up. Tracking emails are typically sent out 1-2 days after order has been placed.

Once it’s shipped out you’ll continue to receive periodic shipping updates until its arrival. If you entered a phone number at check-out, our system will send you text message alerts to update you when your package is out for delivery. 

If you notice anything strange with your tracking, or if you are having trouble tracking your package, please do not hesitate to give us a call or shoot us an e-mail!


What payment methods do you accept?

We accept all major credit cards. 

Mastercard, Visa, American Express, Discover Card.


Do you accept Paypal?

We do not accept Paypal due to their restrictions on tobacco, glass pipes and functional glass art. There are no exceptions to this, for Paypal has restrictions on all smoking products and accessories. Sorry 'bout the inconvenience.


Do you accept returns?

We accept returns on all unused products. If the product has been used, even just once, we cannot accept a return. No exceptions. Items to be returned must be reported within 4  (four) days of delivery. All returns are applicable for a restocking fee.

No matter what the reason is, sometimes you get something that you don’t want. If you want to return an item that you received, there are a couple things that you have to do first to help us out. We first need an email with some pictures of the item you received, just so we can verify that it is not broken and not used. From there we will get you a prepaid return label, to make the return process as cheap and easy for you as possible. 

Returns will only be accepted if exchanged through our customer service team, packages sent without our return label will not be accepted or refunded. 


What if my order breaks during shipping?

If an item is broken during shipping, we can only refund or replace the piece if it is completely unused. This policy also goes for pieces that are damaged or have manufacturing defects.

Here at Smoke Culture USA, we try very hard to ensure that all of our packages arrive safely. However, we realize that this does not always happen. When you first receive your package, inspect it first to make sure that it is in proper working condition. If there is something that is not satisfactory, take a photo immediately and send it to contact@smokecartel.com with your order number and the photos.

We will try to replace the broken item, or if that is not possible, we can offer a refund or exchange for the piece. Exchanges must be of equal value to the broken item.

If there is a breakage during shipping, we must be informed of the break as soon as possible. Please inform us within 48 hours of the package arrival.

We will not accept returns on broken items after the item has been used. There are no exceptions to this.


My Glass Broke!!

If you’re here reading this then it means somehow you’ve broken a piece. Don’t worry it happens! We can happily get you a replacement piece! We just have one stipulation if you intend on returning it. Whether or not the piece is broken, if the piece has been used then we can not take it back. We have a strict policy about not accepting used pieces and we make 0 exceptions on that rule. Now, lets get down to business!

Did what you purchased arrive broken? Let me tell you from all of us here at Smoke Culture USA that we are sincerely sorry for making you deal with that. It may look like everything is lost, but fear not we can help you! What we need from you are some pictures of the broken item. Just take a couple pictures of the broken item, your order invoice and any other pictures you think are necessary. Fill out a contact form, and we will get back to you. What will happen is that we will be able to send you a replacement piece. On the off chance that we are not able to send you an exact replacement we can work out an arrangement to properly compensate you. Thanks!


Something is missing from my package!

If you find that something is missing from your package then you have come to the right place. For starters we are really sorry about that. 

We just need you to email us with what’s missing from the order, and from there we’ll search our order photos & videos for a discrepancy. If the photos or video show that we made a mistake we will make it right immediately, and you will be receiving a replacement shipment from us shortly. 

Always be sure to check your packaging and bubble wrap for missing items, sometimes smaller items can get misplaced in the unwrapping frenzy!


What if I choose to cancel my order?

If the package has already been shipped out, the order cannot be cancelled. If you are unsure about your purchase, please contact us beforehand so that we can help you select the best piece for your needs. 


Our Shipping Team and Shipping Speeds

Please note that the shipping time does not include the processing time for packaging up and creating orders. Our shipping team works as fast as they can to ship out orders, but during holiday and sale times there may be a slight delay in processing time. 

If placed before 10am EST, the majority of orders are shipped same day. However, unforeseeable delays may occasionally occur, and processing times can take up to two days. In rare cases of holiday or special sales, processing times can be between 2-3 days.  Rest assured that the increased processing time simply means our shippers need a wee bit more time to carefully tend to each and every order. Orders are not packaged up on U.S Holidays and other instances in which the postal services are closed. 

Once your order is placed, our shipping team works hard to get that order packaged up well and sent out to you.  Shipping times do not guarantee package arrival date.


The answer to my question isn't in here, what do I do?

If you can’t find the answer to your question in our help desk, (we have answers to all of our most frequently asked questions!) please fill out a contact form!

Please note: For all packages damaged or broken in shipping, we will remedy this issue as soon as we possibly can. Please remain calm and polite throughout the broken items replacement process, being angry about the situation will not speed up the process.