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Shipping FAQ:

How much is Shipping?

We offer FREE shipping on all orders. Average delivery time for free shipping to developed location is 7-14 business days, but depending on your location delivery time may varies.

Most of the orders are picked up by the courier within 24 hours. We try any effort to let you receive your loved package as soon as possible, but orders can be held up due to unforeseen circumstances. Please understand.

Do you offer discreet shipping?

Yes. All packages are shipped in unmarked brown cardboard box. Nowhere on the outside of your package will you see the words “SmokeWeapon”

We do not sell our product to customers under 18 years old.

How can I check if my order has shipped?

Go to My Account, and click on Order Status. Awaiting Fulfillment means the order is still processing. It’ll say “Shipped” with a link to track your package as soon as it’s shipped.

How do I modify my order?

Send us a message on live chat or via contact@smokeweapon.com and we will try our best to modify your order. If the order has been shipped out, we cannot do anything until you receive it and mail it back to us.

How do I track my order?

Scroll all the way down of the webpage and click “Track Your Order”, input your shipment number, then you will see the status of your package.

My tracking number hasn’t been updated?

It may sometimes takes 24 hours for courier system to update package status,so please be patient,your package is on the way. Weather and other factors can delay updates from time to time!

My order never arrived. What do I do?

First, check the tracking. If it’s still in transit, just wait until they deliver it. If it says “Delivered” and it hasn’t arrived, please contact your post office with the tracking number.

An item is missing from my shipment. What do I do?

Calm down, and reach us on live chat or email us at contact@smokeweapon.com within 48 hours upon you receive the package.

How do you ship your packages?

Packages are delivered by registered shipping service, it depends on your locations, for example USPS for the USA orders.

What if my order breaks during shipping?

SmokeWeapon uses cautious packing method In order to secure your product arrives in a flawless condition, thus it is unlikely you will receive a damaged item.

However, one in a thousand time product becomes broken during delivery due to careless management by courier, and we understand how frustrated to receive a broken product, but don’t worry, please contact us via (contact@smokeweapon.com) within 48 hours of package received with your order number and a few photos the the broken items. We will go back to you ASAP with a solution. See our Return and Refund Policy here.

 

Please note:DO NOT try to fix the broken item and SmokeWeapon might need it back.

 

 

Payment FAQ:

What payment methods do you accept?

You can pay by any of the following: • 3 Major Cards: Visa, Mastercard, American Express

 

What if I choose to cancel my order?

Send us a message on live chat or via contact@smokeweapon.com and we will try our best to modify your order. If the order has been shipped out, please refer to Return and Refund Policy here.

What is your Privacy Policy?

We highly protect every customer’s privacy and personal information. Read our Privacy Policy here.

Do you offer discreet billing?

As of now, your billing statement will show a charge from “FHT*YOUWXING”,SmokeWeapon’s account name under payment gateway provider.

Do I have to pay sales tax?

No, price on every product is tax included.

I need a copy of my receipt/invoice.

Go to “My Account.” Click “Order Status.” Each of your order invoices can be found here.

When will my refund credit appear on my account?

You should see a refund post to your account 1-4 business days after the refund is issued. This may depend on your banks policies.

When will my credit card be charged?

Your card will be charged when you place your order.

How will my purchase show on my billing statement?

Your billing statement will show a charge from “FHT*YOUWXING”, which is SmokeWeapon account name under the payment gateway provider .

How do I use a coupon?

Either on your shopping cart or on the checkout page, enter your coupon code into the “Enter Coupon Code Here” field.

I cannot complete my transaction because of an “AVS Mismatch” or “Gateway error”. What does this mean?

SmokeWeapon provides our clients with a very strict and secure checkout system to ensure each purchase is authentic and non-fraudulent. If you did not receive an order invoice number, then your attempted transaction was rejected. The “AVS Mismatch” or “Gateway Error” is a direct result of incorrect or mismatched billing information being used to complete the purchase.

What can I do to correct and resolve the “AVS mismatch” or “Gateway error”?

The billing information you entered for your order has to absolutely match the information your credit or debit card company has on file for you. Street address, phone number and email address have to be perfectly matched for the transaction to go through successfully. Use only standard abbreviations such as “St, Ter, Ct, Blvd or Ave.” Any variations in billing information from what your card issuer has on record for your account will be rejected as a failed transaction. Each failed transaction attempt will result in a temporary pending charge to the listed account used. The account will never be charged the pending amount and all pending charges will take up to 24 hours to be released from the account. We highly recommend contacting your Bank or Credit Card Company to confirm all information is accurate before placing your order. If you are required to update your information with your card company, it will take 24 hours for the new billing information to be confirmed in the national database.

 

Returns/Exchanges FAQ:

How do I return my product?

SmokeWeapon accepts returns on unused products within 48 hours upon package received. And please contact us via contact@smokeweapon.com before returning product(s). Please refer to our Return and Refund Policy here.

 

Does SmokeWeapon accept USED products to be returned or exchanged?

No.We only accept on all UNUSED product. If a product has been used in any regards, we CANNOT accept a return.

I received the wrong product.

If you receive wrong item(s) and want to keep it(them),please contact us via contact@smokeweapon.com within 48 hours upon package received with your order number and photos of the item(s) received. As a compensation, we will offer you 30% of missing item(s) value store credit for you next shopping on SmokeWeapon.

How do I contact you?

Answering your questions is our priority, we will go back to you ASAP.

You can reach us via

  1. Online Live Chat
  2. Email:contact@smokeweapon.com
  3. Facebook message: SmokeWeapon Online Headshop
  4. Instagram DM: SmokeWeapon

 

What if I do not like my item(s) and want to return the items for an exchange?

Due to personal preference will incur a 15% restocking fee, returns in exchange for SmokeWeapon store credit will not incur a restocking fee. Furthermore, customer is responsible for the return delivery fee. Please refer to Return and Refund Policy here.

 

How long does it take for a refund to be returned to my account?

Refunds should appear in your account in 1-2 business days. This mostly depends on your banks policy.

Product FAQ:

Are the photos the actual pipes for sale?

All of our photos are taken of actual products from our inventory. Please understand that all of our products are hand made by human artists, and as such may have minor variations in size, shape, or color from the ones pictured. Any variations are minimal, aesthetic, and will never affect functionality.

When do you restock your products?

As soon as we are running low on a product, an order is placed with the manufacturer to restock our inventory. As soon as the order arrives, it goes through quality control and the stock is updated on our site.

What if I want an item that’s out of stock?

Please go to the product listing for the item you wish to purchase. Right above the SOLD OUT button, please enter your email and click “Notify me when this product is back in stock.” This will ensure you get an email notification as soon as the product is back in stock.

Does SmokeWeapon price match any other glass distributors?

Yes!SmokeWeapon partners directly with experienced glass blowers, thus by cutting middleman cost and management cost, we guarantee you get your smoking pipes at around 20% CHEAPER compared to our competitors.

How can I find out correct size information I need for a particular product I want to purchase?

We provide detail specification(e.g. joint size,joint gender, height) regarding each product. If you have any questions to find your right product,please do not hesitate to contact us, we are glad to help.