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Info/FAQ

 

Information & Frequently Asked Questions

Click on any link below to display answers to the questions.

 

GENERAL INFORMATION

Do you sell tobacco?
My email address has changed. How do I update this information so it will be current on my account?
How do I unsubscribe from your emailing list?

I've emailed you, but got no response. Why?
Do you offer gift certificates?
How do I use my gift certificate?
Do you have a catalog?
Do you offer gift wrapping?
Do you sell products wholesale?
The item I want is out of stock. What do I do now?
What if I received a damaged or defective item?
What if I received the wrong item?
What are cookies? Do I have to have them enabled on my browser to shop on your website?
What if my package is refused or undelivered?
What are the benefits of having an account with you?
What type of products are available to purchase in your store?
What if I find mistakes or errors on your website?
Are you dedicated to providing outstanding customer service?
If I need assistance, how can I get it?

ORDERING INFORMATION

Will any sales tax be added to my order?
Do you allow backorders?
Can I make changes to or cancel my order once it has been submitted?
Will I receive an email confirmation of my order?
What is your product availability?

SECURE SHOPPING

Do you have a Secure Shopping Policy?
Is it safe to use my credit card on your website?
How do I know it is safe to shop with you?
What kind of security do you offer for personal information?
Will you sell or share my email address or personal information in any way?
What is The Smoking Stores' Privacy Policy?
How does The Smoking Store use my personal information?
How does The Smoking Store collect my information?

WISH LIST

What is a wish list?
How do I create a wish list?
How do I share my wish list?
How do I add to my wish list?
How do I remove an item from my wish list?
How do I purchase an item once I have added it to my wish list?

 

 

SHIPPING

What is your shipping policy?

What kind of shipping do you use?
How do I estimate shipping costs?
Will you ship to P.O. Boxes?
Do I have to ship to my billing address?
Can orders be shipped internationally?
Do you ship to Canada?
How long will it take for my order to ship?
When will I receive my order?
If I order an item(s) with express, will I receive it tomorrow?

TRACKING YOUR ORDER

Will I receive an email with a tracking number or information once I make a purchase?
Where can I see information about an order I placed?
How do I find out the shipping status of my order?

RETURNS

What is your return policy?
I want to return my purchase. What do I do now?
How long does it take to get a refund?

PAYMENT INFORMATION

What is your payment policy?
What forms of payment do you accept?
Do you accept debit cards?
Do you accept cashiers checks or money orders?
Do you accept international credit cards?
What is the currency used for The Smoking Store?

PAYPAL

What is PayPal?
How do I sign up for PayPal?
How do I use a PayPal payment option?
How is billing done for PayPal?
When are funds transferred out of my PayPal account for my order?
What do I do if I have questions about my PayPal account?

PRODUCT SEARCH

How do I search for a product on your website?
How do I sort my product search results?

WARRANTY INFORMATION

Do I send products back to you for warranty repairs?
What is required to send a product in for warranty work/repairs?

 


 

 

Do you sell tobacco?
No, we do not sell tobacco. The PACT ACT was signed and passed in 2010. Now, due to Federal Regulations, cigarettes, cigarette tobacco & rolling tobacco can no longer be purchased or sold online.


My email address has changed. How do I update this information so it will be current on my account?

You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:

  1. Visit the website and click on "My Account" in the upper left-hand corner of the page.
  2. Log in to your account by typing your previous e-mail address and password.
  3. Once logged in, click on the "Your Account Details" link which will bring you to account information.
  4. Type your new e-mail address on line 5.
  5. Click "Update My Details."
  6. Your new e-mail will now be updated.

How do I unsubscribe from your emailing list?

The quick and easy ways to unsubscribe from our mailing list:

Email us at support@thesmokingstore.com and one of our customer service team members will unsubscribe your email address.

 

I've emailed you, but got no response. Why?

We receive a lot of email and, unfortunately, a lot of spam as well. On rare occasions, due to the high volume of spam we receive, emails may end up in our bulk or spam folder. We do apologize for this as we know this is very inconvenient.  If you haven't heard back from us within 1 business day, please try to email us again.


Do you offer gift certificates?

Yes, we do offer gift certificates. Click on the "Gift Certifcate" link at the top of any page to take you to the order and information screen. The gift certificate will be emailed to the recipient after your order has been paid for.


How do I use my gift certificate?

Once you have made your product selection(s), proceed to your shopping cart. Once you are in your shopping cart, there is a box on the right-hand side with the label "Redeem Your Gift Certificate." To pay for an order using a gift certificate, enter the gift certificate code in the box and click 'Go'.


Do you have a catalog?

No. Currently, we have a 'virtual' catalog. In order to ensure that our customers have access to the most current styles, best prices and overall selection, we do not publish a catalog that you may purchase directly from. We update our styles and selection quite often, therefore, having a printed catalog would not be a true representation of what we currently have in stock at any given time.


Do you offer gift wrapping?

No, at this time we do not offer gift wrapping.


Do you sell products wholesale?

No, we do not sell any products wholesale. We only sell to retail customers.


The item I want is out of stock. What do I do now?

We apologize for this inconvenience. Please email us to let us know you would like to be updated when the item comes back into stock. Once the item is available, we will email you promptly.


What if I received a damaged or defective item?

We take extra time to ensure all products are packed very securely. Unfortunately, there are times when items will still get damaged during transit. Please inspect your package thoroughly upon delivery. If you have received a damaged or defective item, please email our customer service team right away at with your order number, name, address, contact information and the details of the product that is damaged or defective. If we have the replacement item in stock, we will immediately ship it out to you. Please send back the original damaged or defective item within 14 days. If we do not receive the damaged or defective item within 14 days, you will be charged for the unreturned item. We will cover the cost of shipping the new item to you as well as the return shipping by emailing you a prepaid return label. We do apologize in advance for any inconvenience this may cause.


What if I received the wrong item?

Please email our customer service team right away and we will immediately ship out the correct item to you. We'll cover the cost of shipping the right item to you and email a return address label to you so you can send back the incorrect item. This way you will not have to pay for return shipping. Please send back the incorrect item within 14 days. If we do not receive the item back within 14 days, you will be charged for the unreturned item. We do apologize in advance for any incovenience this may cause.


What are cookies? Do I have to have them enabled on my browser to shop on your website?

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

THE SITE’S COOKIES DO NOT AND CANNOT INFILTRATE A USER’S HARD DRIVE TO GATHER A USER’S CONFIDENTIAL INFORMATION. Our cookies are not “spyware.”

You need to enable cookies on your browser to enjoy all the shopping features on Thesmokingstore.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Sign Out" link at the top of the page.

For more information about how we use cookies, See Our Privacy Policy.


What if my package is refused or undelivered?

If we receive a package that was refused or unopened, the customer will be charged the shipping costs plus any additional shipping costs incurred to re-ship the package.


What are the benefits of having an account with you?

There are many benefits to having an account with us including:

  1. View Messages - You can receive and send messages to The Smoking Store about your order. When a message is sent regarding one of your orders, you will receive an email notification.
  2. View Order Status - See the status of every order you've placed at The Smoking Store , including whether it has been shipped, and if so an optional tracking number.
  3. Completed Orders - See all completed orders you've placed at The Smoking Store . You can also print invoices from this page.
  4. Your Address Book - Add, edit and remove shipping and billing destinations from your address book.
  5. Wish Lists - Add, edit and remove wish lists, see items in your wish lists and optionally add each item to your shopping cart for purchase.
  6. Your Account Details - Update your contact details, email address and/or change your password.
  7. Your Recent Items - See a list of items you've recently viewed at The Smoking Store.


What type of products are available to purchase in your store?

We carry many different type of products including:

We are always adding new and updated products for our customers!

What if I find mistakes or errors on your website?

If you find a mistake or error on our website, please email our customer service team with details about the mistake or error so we can correct the problem. We try our best to make sure that are photos, product descriptions and prices are correct. Unfortunately, there are occasions when we might make mistakes. The Smoking Store reserves the right to charge the correct prices on mistakes or errors regarding pricing, to correct the mistake or error and to ship the correct item. We thank you for you understanding and patience!


Are you dedicated to providing outstanding customer service?

Absolutely! We pride ourselves on providing outstanding customer service. We know how important it is to have happy customers. We do understand what it feels like to receive poor customer service and will do everything in our power to make sure you have the best possible experience here at The Smoking Store. We will always strive for 100% customer satisfaction! Our customers are the heart of our business and if you're not happy, then neither are we!


If I need assistance, how can I get it?

If you need assistance, we can help you in a couple of ways:

  1. Email us at support@thesmokingstore.com
  2. Send mail to: The Smoking Store LLC, 2020 Maltby Rd Ste 7-186 Bothell, WA 98021

Please see our Contact Us page for more information.

Will any sales tax be added to my order?

We will add the applicable sales tax only to orders with billing addresses located in the state of Washington. Your sales tax rate will be determined by your billing zip code.


Do you allow backorders?

No, we do not take backorders. You can email us to let us know you would like to be updated when the out-of-stock item becomes available. As soon as the item becomes available, we will email you promply.


Can I make changes to or cancel my order once it has been submitted?

Our goal is to process and ship your order out as quickly as possible. As long as the order hasn't shipped, you can cancel or change your order. Please email our customer service team as soon as possible at support@thesmokingstore.com. Please include a detailed description of your change or request and we will modify your order accordingly if it hasn't already shipped.


Will I receive an email confirmation of my order?

Yes, you will receive an email confirmation immediately following your order. We will also email you another notification when your order has shipped out. If you have an account with us, you can track the progress of your order there.


What is your product availability?

We stock all of our own products in our warehouse. Therefore, orders will generally ship out within 1-2 business days. Depending on when an order is placed, some orders may even ship the same day.

Do you have a Secure Shopping Policy?

Yes we do! We take security on our website very seriously. Please View Our Secure Shopping Policy for more details.


Is it safe to use my credit card on your website?

Yes! It is absolutely safe! Please View Our Credit Card Protection Policy to see all the security measures we have in place to provide you with a worry-free, fun and enjoyable shopping experience here at The Smoking Store.


How do I know it is safe to shop with you?

We have a 100% safe shopping guarantee! We take many security measures to provide you with an enjoyable and worry-free shopping experience. With our secure servers, your credit card and personal information will always be protected. We will never share your personal information at any time, under any circumstances. We do not store or keep your credit card information on our servers or in our records ever! We also do not display your credit card infomation on receipts or invoices. Please View Our Secure Shopping Policy to see a detailed explanation of our website security.


What kind of security do you offer for personal information?

We have many different security measures in place here at The Smoking Store to protect your personal information. Please See Our Secure Shopping Policy for details.


Will you sell or share my email address or personal information in any way?

No. We have a strict policy when it comes to email addresses and personal information. We will never share or sell your email address or personal information to anyone, under any circumstances. We take security and personal privacy very seriously here at The Smoking Store. Please View Our Privacy Policy for more information.


What is The Smoking Stores' Privacy Policy?

Please View Our Privacy Policy for more details.


How does The Smoking Store use my personal information?

Any of the information we collect from you may be used in one of the following ways:

  • To personalize your experience
    (your information helps us to better respond to your individual needs)
  • To improve our website
    (we continually strive to improve our website offerings based on the information and feedback we receive from you)
  • To improve customer service
    (your information helps us to more effectively respond to your customer service requests and support needs)
  • To process transactions
    Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
  • To send periodic emails
    The email address you provide for order processing, will only be used to send you information and updates pertaining to your order.
Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.


How does The Smoking Store collect my information?

We collect information from you when you register on our site, place an order or subscribe to our newsletter.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, email address, mailing address, phone number or credit card information.

What is a wish list?

The Smoking Store allows you to create a personalized list of items on the site that you really want. You can share it with friends and family for gift ideas or keep track for yourself until you're ready to make a purchase.


How do I create a wish list?

You have to have an account with The Smoking Store to create a wish list. Signing up is quick and easy if you don't already have an account with us. Once you log into your account, you just hit the "Add to Wish List" button on the right side of the product detail/description page when viewing any product. This will automatically start a wish list for you.


How do I share my wish list?

Log into your account and click on the "wish list" link. Once your wish lists are displayed, click the "share" link on the far right side of the wish list you would like to share. This will display an https:// address of your wish list that you can copy and share with friends and family. Your friends or family can simply place this web address in their browser address bar to be taken directly to your wish list.


How do I add to my wish list?

You can add to your wish list once you are logged into your account. Just click the "Add to Wish List" button located on the right side of any product detail/description page.


How do I remove an item from my wish list?

Log into your account and click on the "Wish List" link. This will display your wish lists. Click on the link of the wish list you wish to remove an item from. This will display the products in your wish list. Simply click the "Remove Item" button below any product to remove it from your wish list.


How do I purchase an item once I have added it to my wish list?

Log into your account and click on the "Wish List" link. Click on the link to the wish list you want to open up. Click on one of the products inside of your wish list that you would like to purchase and click on the "Add to Cart" button in the product detail/description page. This will place the item in your shopping cart and you can  then proceed with checkout to purchase the item(s) in your cart.

How do I search for a product on your website?

Using the search box at the top of the page, type in the name of the item you're looking for. Try to be as specific as possible. For example, if you are looking for cigarette cases, type in "red cigarette cases" or "king size leather cigarette cases", etc., instead of just "cigarette cases".


How do I sort my product search results?

After you've received your search results, you can use the drop-down options in the "Sort By" box located at the right side of the page to help you find your desired product more quickly. 

What is your shipping policy?

Please View Our Shipping Policy for more information.

For international orders, please View Our International Policies page for more information.


What kind of shipping do you use?

We use FedEx and USPS for our shipping. Items weighing 5 lbs. or less generally ship via USPS, while items weighing 5 lbs. or more will usually ship FedEx.

  • FedEx Ground Home Delivery: 1–5 business days within the lower 48 States; 3–7 business days to and from Alaska and Hawaii.
  • USPS Express Mail: 1-2 business days. For example, an order shipped on Monday will be delivered on Tuesday or Wednesday. ***Express orders placed after 11 a.m. Pacific Standard Time will ship the following business day. Express shipping time of 1-2 business days will be from the day the package ships.
  • USPS Priority/First Class Mail: 1-3 business days.

Please View Our Shipping Policy for complete details.

We only use USPS for international shipping. Please View Our International Policies for more details.


How do I estimate shipping costs?

We offer a flat-rate shipping based on merchandise total with the exception of International shipping, Shipping to Alaska, Hawaii and APO/FPO Military Addresses which is calculated by weight and destination country. At any time, you can check your shipping cost in your shopping cart by clicking on the "Calculate Shipping" link below the subtotal. Finally, you can View Our Shipping Rates on our Shipping & Returns policy page.


Will you ship to P.O. Boxes?

Yes, we will ship to P.O. Boxes via USPS. FedEx does not ship to P.O. Boxes.


Do I have to ship to my billing address?

Yes, for security reasons, we are required by all credit card companies to ship only to the billing address on file with the card provider.


Can orders be shipped internationally?

Yes, we currently offer international shipping worldwide to over 100 countries. You can read more information about international shipping by visiting our International Policies page. We ship to all the U.S. Territories as well.

Do you ship to Canada?

Yes, we ship to Canada. Please visit our International Policies page for more information.


How long will it take for my order to ship?

Because we stock all of our own products, orders generally ship out in 1-2 business days. In many cases, it will ship out the same day depending on when the order was placed.


When will I receive my order?

You will generally receive your order anywhere from 2-7 business days after it has shipped. For international orders it can be anywhere from 3-20 business days depending on shipping method. This does not take into account any unfortunate delays that may occur with the shipping carrier. There are many factors involved including, which shipping option you choose and where you are located in relation to our warehouse that will determine overall delivery time. You will receive tracking information with your order and this will generally give you an estimated delivery date.

For more information regarding international shipping times, please view our International Policies page.


If I order an item(s) with express shipping, will I receive it tomorrow?

All orders are processed and shipped within 1-2 business days. In many cases, orders are shipped on the same day. ***Express orders placed after 11 a.m. Pacific Standard Time will ship the following business day. Express shipping time of 1-2 business days will be from the day the package ships. Thus, most likely, the order will be delivered in 2-3 business days from the time of order. We will make every effort to expedite any express or overnight shipments. These shipping times/estimates are for domestic orders only. Business days are Monday-Friday.

Will I receive an email with a tracking number or information once I make a purchase?

Yes, you will receive an email confirmation immediately following your order. You will also receive another email notification with a tracking number and information once your order is processed and shipped.

For international orders, Express and Priority Mail offer tracking numbers. First class does not offer a tracking number. We cannot guarantee the accuracy of international tracking numbers.


Where can I see information about an order I placed?

If you have an account with us, you can log in and click on the "Completed Orders" or "View Order Status" links to see any information about order(s) you have placed.


How do I find out the shipping status of my order?

If you have an account with us, you can log in and click on the "View Order Status" link to see the current shipping status of your order.

What is your return policy?

Please View Our Return Policy to see detailed information about returning a product.


I want to return my purchase. What do I do now?

Our Return Policy has complete step by step instructions on how to return an item.


How long does it take to get a refund?

Once the returned merchandise has been received and reviewed, it could take 5-10 business days to see the refund post to your account. In some instances, it may post to your account sooner. We will notify you by email when the credit has been applied to your account.

What is your payment policy?

Please View Our Payment Policy for complete details on which kinds of payments we currently accept.


What forms of payment do you accept?

We currently accept:

  • Visa
  • Mastercard
  • Discover
  • American Express
  • JCB
  • PayPal


Do you accept debit cards?

Unfortunately, no we do not accept debit cards unless it has the Visa or Mastercard logo on it. If it has either of these logos on the card, then it can be used for a credit card transaction.


Do you accept cashiers checks or money orders?

No, not at this time.


Do you accept international credit cards?

Yes, we accept international credit cards as long as they fund in U.S. Dollars.


What is the currency used for The Smoking Store?

All prices listed in The Smoking Store are in US Dollars.

What is PayPal?

PayPal is a free payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using the PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant. You can link your bank account, debit, and credit cards to your PayPal account. That way, you can choose how to pay, and you never have to worry about keeping money in your PayPal account.


How do I sign up for PayPal?

You can sign up for a PayPal account by going to www.paypal.com.


How do I use a PayPal payment option?

Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. If you do not have an account with paypal, you can sign up for one at www.paypal.com. Once you have signed up for an account, you can then proceed with paying for your order by clicking on the "Checkout with PayPal" button when checking out.


How is billing done for PayPal?

Customers will sign a Billing Agreement when signing up for an account. This Billing Agreement will authorize the merchant to take payments directly from the customers PayPal account. For more information, please call PayPal Customer Service at 1-888-221-1161.


When are funds transferred out of my PayPal account for my order?

PayPal withdraws the money from your account immediately after you have checked out. If your total balance in your account is lower than the total payment, PayPal does offer the option to pay from your bank account or a credit card. For detailed information, please contact PayPal Customer Service at 1-888-221-1161.

 
What do I do if I have questions about my PayPal account?

You can contact PayPal Customer Service at 1-888-221-1161 to answer any questions you may have regarding your account.

Do I send products back to you for warranty repairs?

No, we do not accept products back to our store for warranty repairs/work. We do not repair or diagnose any problems with merchandise. Manufacturers want you to send the products to them directly. Find out what brand/company your product is and contact them directly to ask about their procedures for returning warranty related items.

What is required to send a product in for warranty work/repairs?

Generally speaking, manufacturers will require proof of purchase that is dated to make sure your product is within it's warranty period. They will also usually require you to send the product needing warranty work/repair to them as well. These are the usual requirements, but once again, each manufacturer is different and may have different requirements to satisfy their warranty guidelines. There is usually a warranty card that comes with the product that has contact information for the manufacturer. If you are unable to locate this warranty card, look up the manufacturer/company and contact them directly to find out information regarding warranty service.