Return and exchange Policy

Our Philosophy

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 warranty.

Additional Information

We do not guarantee compatibility between items. If you have any questions about compatibility, please do your research or send us a question before placing your order. We will not accept returns due to incompatibility.

If you would like to submit a request for refund, replacement or exchange, please contact our returns department by email at smokcity@smokcity.com Please provide your FULL NAME, ORDER #, PHONE NUMBER, and REASONS for the return. You may be requested to provide pictures or video proof of the issue. If the return is approved, you will receive further instructions on returning the package. Replacements are going to be shipped out after we receive the defective item back at our facility.

 

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 Process

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.