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ABOUT US!
Smokeshack was founded in 1993 in Worcester, Massachusetts. The original concept for the retail business was to create an unusual Caribbean-style shopping experience for unusual gifts and tobacco-related products. It has been many years since our first brick-and-mortar store was opened and now we are strictly a warehouse operation. Our Mission Statement has changed along the way as well. Our company focus is now on supplying the retail consumer with hard-to-find high quality products that cannot normally be found at department stores or at "run-of-the-mill" retailers. We are also focusing our attention on worldwide distribution of our own branded products, many of which are already in distribution in the North America and in Europe. We are an honest and reliable company and we hope your shopping experience with us is a pleasant one! In order to bring you the absolute best prices, we have become tobacco importer licensees with The Department of the United States Treasury-Bureau of the ATF (Lic.#MA-TI-15). We appreciate your business and hope to retain you as a long-term, repeat customer. Please scroll down and read our TERMS & CONDITIONS BELOW, Best Regards, Brian

TERMS & CONDITIONS
If you have a problem ordering, please call us between 9AM and 5PM Eastern Standard Time at: (508)731-9104. Email us if no answer at admin@smokeshack.com. We pride ourselves on our superb customer service. Most orders will be shipped via USPS Priority Mail within 48-72 hours unless an item or items are out of stock. We regularly backorder items and ship in split-shipments as the need arises but we do not charge our customers for these additional shipping fees. Please allow at least 10 working days for receipt of your order. If for some reason you do not receive your order within this time frame, notify customer service by e-mail. Many times shortages do occur and we must regularly replenish our stock. We do not notify customers of such delays so please bear with us! Please order plenty of product in advance and order often so you will have a constant incoming supply and won't run out! Delays can occur on orders in which the billing and shipping information are different. In most cases we would prefer that the bill-to and ship-to addresses are the same but we understand about circumstances in which gifts are sent and customers move. However, please be aware that "we make the decision to ship or delay orders" based upon order quantities and other data.
REFUND POLICY: ALL SALES OF THE FOLLOWING ITEMS ARE FINAL: WE DO NOT REFUND ON STICK OR CONE INCENSE, OR TOBACCO ALTERNATIVES. NO REFUNDS ON SMOKESTOPPER OR PIPE PRODUCTS THAT HAVE BEEN USED OR SMOKED. WE DO NOT REFUND ON TUBE INJECTORS OR ROLLING MACHINES ONCE THEY HAVE BEEN USED AND DIRTIED WITH TOBACCO UNLESS THEY ARE RETURNED AS CLEARLY DEFECTIVE AND NOT BROKEN BY MEANS OF FORCE. IF THESE ITEMS ARE RETURNED TO US, (even if they are cleaned by the consumer) NO REFUND WILL BE ISSUED! DO NOT ALTER THE PRODUCT IN AN ATTEMPT TO MAKE IT LOOK OR OPERATE DEFECTIVELY. WE WILL ALWAYS FIND OUT AND NO REFUND WILL BE ISSUED. NO EXCEPTIONS! IF A REPLACEMENT PRODUCT IS SENT TO THE CUSTOMER ONCE THE DEFECTIVE PRODUCT IS RECEIVED BACK AT OUR WAREHOUSE AND THE CLAIM IS FOUND TO BE VALID, A REPLACEMENT PRODUCT WILL ONLY BE SENT ONCE. NO EXCEPTIONS! We will always issue refunds OR replacements as the case may be, within 15 days of a reasonable product return, if it applies to products that are returnable. Please be patient as this is all manual data entry work. Shipping fees will not be refunded and please return your item(s) by the cheapest method possible. For example, USPS Parcel Post.
SUBSTITUTIONS: We reserve the right to substitute for similar or same brand merchandise unless you request "NO SUBSTITUTIONS," in which case we may either refund your money if an item is completely unavailable, or, it may take slightly longer to fill the order.
RETURNS: All returns must be received at our warehouse within 30 days and must be in original, unused condition and unopened. We do not accept returns of tobacco related products in which the seal has been broken unless the product is clearly defective. *We will not accept returns that you decide you don't like if the package is opened. Pipes, dugouts, or tube machines that are broken by the customer are non-returnable There are no exceptions! Returned or refused shipments will be credited the cost of the merchandise minus the shipping cost and a 15% re-stocking fee -- no exceptions. Items returned to our warehouse that are not packed well in an outer carton with either peanuts or newspaper will be deemed to be unsaleable and no credit or refund will be issued. No exceptions!
CHARGEBACKS: We take pride in being able to resolve any problems in a timely manner. If you have a problem with your order, work it out with us directly. If the phone lines are busy, send us an e-mail. Do not contact your credit card company if you have an issue with your order. Always resolve your issues or problems DIRECTLY WITH US. Not only do we get charged a $15 fee when you do this, but if we have already shipped the product, these funds are taken from our account with no prior questions asked by our merchant processor...and it is sometimes a paperwork nightmare for us to recoup these funds or get the chargeback reversed after we have already proven delivery.
CANCELLED ORDERS: We have a great relationship with our customers, but sometimes, customers lose patience waiting for their order or they change their minds about their order after it has already been shipped. If you habitually fit this description, please order these products from another vendor. Cancelled orders prevents us from providing great service and increases our costs. We want to give our customers the very best service and best prices around. Refunds will only be issued on cancelled orders ONLY if they are caught before the fulfillment process begins. If we special order a product from our distributor and you cancel the order before we have a chance to fulfill it, your refund will reflect a 15% restocking fee. If a parcel is refused and returned to us for no reason, a refund will only be issued minus the shipping cost in addition to a 15% re-stocking fee--No exceptions.
INTERNATIONAL ORDERS: International orders are a large part of our business and we ship to most countries worldwide by USPS AIR MAIL only. We do reserve the right to determine what products ship where on occasion and we determine the quantity to ship in split shipments. It is your responsibility to check with your local and international laws regarding restrictions on tobacco-related products. If products are returned to us for no apparent reason, we reserve the right to charge a 15% restocking fee. If international parcels are lost or stolen once they leave U.S. Airspace, the buyer absorbs all losses and by completing and submitting your order via our website, you hereby acknowledge this risk. You may, however, request a tracking number at an additional cost but it could also slow your parcel down considerably. We ship all international parcels marked as a "gift". There is a handling fee added to your order depending on how many padded mailers we may need to ship.
INTERNATIONAL SHIPPING CHARGES: By ordering via the SMOKESHACK.COM website, you hereby agree to possible additional charges to your credit card to cover international shipping which may exceed the shipping rates which are calculated on our shopping cart at the time of order placement. If a chargeback occurs from a dispute over these additional fees, you will never order from us again and will be barred from ordering via our shopping cart. No exceptions. Our fees are reasonable so there should be no disputes.
OTHER SHIPPING NOTES: Please be aware that we make every effort to ship your goods by the method of your choosing. However, in some instances our shopping cart does not accurately calculate shipping, especially when an oversized box is required. In these instances, we reserve the right to ship by UPS Ground or the most economical method in line with what you have paid via our shopping cart. PLEASE NOTE: With our new shopping cart system, the padded envelope cost, international shipping and handling are all combined at the checkout. Unless a large International Order exceeds the weight and package requirements set on our shopping cart, there will be no added fees or charges applied to your credit card at time of shipment! This is one of the many improvements to Smokeshack that we are happy about! It will free up our staff to accomplish other tasks!
DUTIES/TARIFFS: International customers assume all liability to pay international tariffs, HOWEVER, 99% of our parcels get through with no problems. If you should get a parcel with a high duty attached, simply refuse it and notify us by email to make another attempt. When the parcel arrives back in our warehouse, you will simply be charged again for international shipping--far better than paying the outrageously high duty.
ADDRESS VERIFICATION: All billing address information you provide must match up in our AVS with that of the cardholder. If this does not match, your order may be held until this is resolved or you provide a matching address. We employ FRAUD DETECTION on our site and manually review orders before processing. Internet thieves beware!!! We capture your IP ADDRESS and report all suspicious activity to the proper authorities.
AGE VERIFICATION: We reserve the right to ask for I.D. if necessary. You must be 18 to obtain and use a credit card and to purchase tobacco-related products. In instances in which credit card verification is not enough, we may card. This means you will be asked to fax a legible copy of your identification clearly showing your age. Customers who live in Alaska, Alabama New Jersey, or Utah, be prepared to provide this to us. Domestic Parcels containing tobacco-related products that leave our warehouse may be shipped AGE SENSITIVE-ADULT SIGNATURE REQUIRED and marked "AGE SENSITIVE-RECIPIENT MUST BE 18". Regular Smokeshack customers need not worry about this. If you need further information, please do not hesitate to contact us. DISCLAIMER: Smokeshack is not responsible for typographical errors on our website.