Return and Refund Policy
Returns & Exchanges Policy
We handle returns and refunds on a case-by-case scenario with the objective of making our customers satisfied with their purchase from us. Please be patient as we kindly request customers to fully test out the product and offer troubleshooting tips for quick solutions.
Dead on Arrivals (DOA) Policy
All "Dead on Arrivals" (DOA), Damaged, Missing, or Wrong Item claims must be reported back to us within 48 hours from the time of delivery. Please inspect your items carefully upon receiving it, it is your responsibility to check within the time span and notify us of any problem. Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and is not covered by us.
Return Shipping Costs
In regards to the cost of shipment for returns, customer may be responsible for the costs of shipping the items back to us. We do not offer replacements as defective items will result in an issuance of credit back to your account. ALL SHIPPING CHARGES ARE NON REFUNDABLE.
Refund may be issued back to the original payment (Credit card, debit card, etc) or as store credit in the form of reward points. Smok City is not responsible for refunds to a Prepaid Card or a cancelled credit card in case event the cardholder no longer has possession of.
We at Smok City, offer refund on products sold by us on case by case scenarios. Refund may be claimed in two of the following conditions :
- Your device or vape is sealed and there is damage, leak or any concerns you have with our product. You are not eligible for refund if you happen to open up your vape as we are not manufacturer of any goods. We are here to supply you goods at your doorstep promising you authenticity on brand you chose.
- You received item other than what you ordered for or you find any missing item in your order, you may reach out to us and we promise to refund back your amount.
Things to keep in mind to receive any REFUND :
- All Missing/ Damaged items MUST be reported within 24-48 hours of receiving item(s).
- If your delivered item is damaged , MUST BE CLICKED and sent to us via live chat option available on website or through email at firstname.lastname@example.org. Vape should be sealed and not opened .
- There is no warranty on All disposable devices.
- Any damages not reported in the allotted time of 48 hours window will NOT be eligible for refund.
DISCLAIMER : Smok city is responsible for delivering the items you ordered to your doorstep on earliest time possible. We use our shipping partner as USPS . If while tracking your order, you see your order has been dispatched from our faculty and still not with you on given Delivery date , you have to contact USPS for it. We will not be responsible if your package looses out after we hand over to USPS. USPS will handle refunds and concerns post package is handed over to them. You can reach them out via phone :