Information & Frequently Asked Questions
Click on any link below to display answers to the questions.
Will any sales tax be added to my order?
Do you have a Secure Shopping Policy?
What is a wish list?
TRACKING YOUR ORDER
What is your payment policy?
What is PayPal?
Do you sell tobacco?
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:
The quick and easy ways to unsubscribe from our mailing list:
Email us at firstname.lastname@example.org and one of our customer service team members will unsubscribe your email address.
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.
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.
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'.
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 In order to ensure that our customers have access to the most current styles, best prices and overall selection, we do not publish a catalog that you may purchase directly from.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.
No, at this time we do not offer gift wrapping.
No, we do not sell any products wholesale. We only sell to retail customers.
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.
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.
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.
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.”
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.
There are many benefits to having an account with us including:
We carry many different type of products including:
We are always adding new and updated products for our customers!
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!
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 you need assistance, we can help you in a couple of ways:
Please see our Contact Us page for more information.
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.
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.
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 email@example.com. Please include a detailed description of your change or request and we will modify your order accordingly if it hasn't already shipped.
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.
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.
Yes we do! We take security on our website very seriously. Please View Our Secure Shopping Policy for more details.
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.
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.
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.
Any of the information we collect from you may be used in one of the following ways:
We collect information from you when you register on our site, place an order or subscribe to our newsletter.
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.
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.
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.
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.
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.
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.
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".
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.
Please View Our Shipping Policy for more information.
For international orders, please View Our International Policies page for more information.
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.
Please View Our Shipping Policy for complete details.
We only use USPS for international shipping. Please View Our International Policies for more details.
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.
Yes, we will ship to P.O. Boxes via USPS. FedEx does not ship to P.O. Boxes.
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.
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.
Yes, we ship to Canada. Please visit our International Policies page for more information.
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.
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.
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.
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.
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.
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.
Please View Our Return Policy to see detailed information about returning a product.
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.
Please View Our Payment Policy for complete details on which kinds of payments we currently accept.
We currently accept:
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.
No, not at this time.
Yes, we accept international credit cards as long as they fund in U.S. Dollars.
All prices listed in The Smoking Store are in US Dollars.
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.
You can sign up for a PayPal account by going to www.paypal.com.
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.
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.
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.
You can contact PayPal Customer Service at 1-888-221-1161 to answer any questions you may have regarding your account.
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.
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.