Frequently Asked Return Policy Questions
What is SmokeTools's return policy?
SmokeTools accepts returns on unused products within 15 days of delivery. We do not accept used product returns under any circumstances. All returns MUST have a valid RMA number.
We go through great lengths to provide an accurate representation of our products through detailed descriptions, videos, and high resolution photos.
- Returns due to personal preference will incur a 15% restocking fee.
- Returns in exchange for SmokeTools store credit will never incur a restocking fee.
- Shipping charges and rush processing fees are non refundable.
In order to return an item, you will have the option of using a SmokeTools provided, prepaid shipping label (the cost of the postage will be subtracted from your refund) or shipping the item back using your own label.
What if an item arrives broken?
Using a proprietary packaging process, we ensure that more than 99.7% of packages arrive in the same flawless condition they left our warehouse.
In the unlikely event you receive a broken, incorrect, or mislabeled product, please file a claim with our support team within 4 days of delivery using the link below.
- You must provide an order number, and 2-3 clear photos of the damaged item as well as the packaging.
- SmokeTools will replace the broken item with a functional unit at no additional cost.
- SmokeTools may request that you send back the original defective item at no additional cost (we'll provide a prepaid label).
You may also contact live support via chat or, email at email@example.com.
What happens if my package is returned to sender?
In the event your package is returned to sender due to invalid address, you can choose to have it reshipped to an alternate or corrected address. You will be charged for the cost of the postage. If your package was returned to sender, please contact support to process a re-shipment via live chat, phone, or email.
How do I file a return?
If you are unsatisfied for any reason, you may file a return within 7 days of delivery (damaged item claims must be made within 72 hours) by clicking the link below. You may also contact support by live-chat, phone, or email at 1-844-SmokeTools (326-5786) and firstname.lastname@example.org.
Do you offer exchanges?
If you received the wrong item, contact our support team to get it corrected as quickly as possible via live-chat, phone, or email at 1-844-SmokeTools (326-5786) and support@SmokeTools.com.
If you would like an exchange due to preference, we will issue an RMA number to send back the original item. You will be refunded store credit, which you may use to order a different item.
Can I return a broken item?
If an item arrives broken, please see the "What if my item arrives broken?" section above.
If an item breaks after you use it, send your order number and clear photos of the damage to our support team to get a one time use coupon code that will discount a replacement by 15%. We will not ask for the item back, so you won't need an RMA.
Can I return a used item?
We do not accept returns on used items. There are no exceptions to this rule.
Do you charge a restocking fee?
Items returned due to customer preference and not SmokeTools error (wrong, broken, defective items, etc.) will be charged a 15% restocking fee. In addition, shipping and rush processing charges are non refundable.
How long does it take for a refund to be issued?
Once we receive your return, a refund will be issued within 48 hours. Please allow 2-4 days for your bank to clear the funds.